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Service Engineer Resume

Eden Prairie, MN

SUMMARY:

Cisco Certified VOIP engineer with a demonstrated history of working in the VOIP technology and services industry with 9 years of experience. Skilled in Data Center, Telecommunications, Network Administration. Strong engineering professional with a Bachelor of Technology focused in Information Technology.

SKILLS:

  • Cisco Unified Communications Manager (8.x/9.x/10.x/11.x/12.X) Cisco Unity Connection
  • Cisco Unified Contact Center Express
  • Cisco Unified Communications Manager IM & Presence
  • Voice Gateway (SIP/H.323/MGCP) - Debugging and Troubleshooting Monitoring Tools - Nagios, Nimsoft, Solarwinds
  • Call Recorder - Calabrio AQM, CallRex XMedius Fax
  • Vendor Management

EXPERIENCE:

Service Engineer

Confidential, Eden Prairie, MN

Responsibilities:

  • Configured and supported Cisco Unified Communication Manager, Unity Connections, UCCX (CAD and Finesse) and IMP servers (Jabber).
  • Move add changes on CUCM, CUC and UCCX.
  • Monitor hardware, alerts and user issues within the CUCM, CUC, and Unity clusters via Cherwell ticketing system Configure traces and debugging with RTMT tool
  • Gateway configuration for Dail-peer, DHCP, Phone Registration and SRST
  • Assisted in troubleshooting Voice Gateways and T1 circuits during network outages. Monitor different Virtual server components using Nagios, RTMT and Nimsoft
  • Provided support for more than 15 diverse customer environments under Managed Services Designed technical documentation and network Visio diagrams.
  • Manage and execute training for new staff

IT Systems Telecommunications Engineer

Confidential, Saint Paul, MN

Responsibilities:

  • Responsible for maintenance, configuration and upgrade for Call Manager, Unity and UCCX.
  • Managed telecommunication infrastructure for multiple remote Branch location and Headquarters
  • Worked on configuring/troubleshooting multiple gateways and switches.
  • Monitoring/Troubleshooting FXO - FXS ports, PRI and T1 Circuits
  • Monitoring and bulk deployment using Cisco Prime
  • Plan and implement approved network changes.
  • Worked with Cisco TAC and vendors for quick resolution

IT Analyst

Confidential

Responsibilities:

  • Maintenance and troubleshooting of Cisco Unified Communication Manager, Cisco Call Manager Express in the voice Network architecture
  • Troubleshooting and configuration of Unity Express and Unity (Voice Mail). Integration between Unity and Call Manager.
  • Managed and implemented of ACLs on various Cisco ASA firewall. Troubleshooting issues related to VPN concentrator and TACAS server.
  • Configuration, Service maintenance and troubleshooting of various series of Cisco Routers and Switches (1900 / 2950 / 3500 / 3700 / 4000 / 4500 / 6500 (6509E) etc.) including Core & Distribution Level with Fiber Optics LAN infrastructure.
  • Troubleshooting of Switching & Routing issues (DHCP scope, MAC binding, STP, failover with HSRP, all types of VLAN issue, IOS upgrade ) and various routing issues, new route addition, static and dynamic routing issues etc.).
  • Configuration and monitoring of different network devices through Nagios, Cisco Works (Cisco Prime) and Solarwinds.

Senior Specialist

Confidential

Responsibilities:

  • Monitored the voice/network WAN links, NORTEL EPBX, Symposium and Call Pilot.
  • Maintaining and troubleshooting in B2B application environment for mission critical Customers Migration of voice servers with minimum downtime.
  • Scheduling customized reports (Historical/Real-time) for clients through Nortel application.
  • Proactive monitoring and troubleshooting of Servers and Network Devices through MOM console.
  • Generating reports and handling escalations for NOC.

Technical Consultant

Confidential

Responsibilities:

  • Managed and monitored incidents throughout India and Asia specific for various client sites.
  • Managed HP Open View Service Desk for analyzing logged cases, Incident lifecycle management and creating monthly Service Call-metrics.
  • Installation and troubleshooting for Nortel CC6 (Active, Standby, Replication, Administrator, NCR-logger, CCMM servers).
  • Maintenance and troubleshooting of Nortel EPBX (11C, 61C, 81C, CS1K)
  • Configuration of voice mail.
  • Plan and execute maintenance activity for Call Pilot.

Analyst

Confidential

Responsibilities:

  • Configuration and troubleshooting of SMS server for centralized software deployment. Network monitoring and troubleshooting.
  • Monitored and managed Nortel Equipment, such as, EPBX- 81C, Contact Center and MPS 1000 (IVR). Troubleshooting on Verint Call Logger.
  • Responsible for scheduling reports & backups for network and voice servers.

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