SUMMARY:

• Lead to provide hands - on the day-to-day operations and escalated support of telecommunications IT support (Cisco UCaaS Call Manager, BroadSoft, Legacy Call Manager Express) for the commonwealth of Virginia; a 10-year, $2.3 billion contract with over 35,000 Phones across 86 executive branch agencies at 2,300 sites including the Governor’s office.
• Successfully lead a diverse team of skilled IT Voice administrators, responsible for providing end to end installations, moves, adds, changes, as well as network and infrastructure level problem resolution.
• Design, manage, and maintain a large, complex and highly resilient network/voice infrastructure
• Experienced with Polycom/BroadSoft/Cisco Voice platforms, Call Manager, Unity, VOIP gateway, SIP, PRI's, Dialing plans, and Cisco Unified Boundary Element (CUBE)
• Strong troubleshooting skill in all aspects of the Cisco Voice and data network
• Configure route plans, route lists, device profiles, calling search spaces, and partitions
• Kanban/Agile/Scrum exposure
• Software and Systems Implementations
• Change Control Management
• Manage SLA
• Communication and Presentation
• Process/Procedure Generation
• Team and resource management
• Proficient with Microsoft products

EXPERIENCE:

Voice/Network Engineer - Consultant

Confidential, Spotsylvania, VA

Responsibilities:

• Installation, configuration and support for collaboration platforms like HCL Connections, sametime, domino collaorations to include audio/video/messaging/mail integration including sip trunking
• Well executed Voice migrations and integrations between Avaya, Cisco UC system architecture and accompanying networks and security infrastructure
• Expertly plan, engineer, design and implement voice networks and development of Unified Communications systems
• Knowledgeably configures systems to user environments complete with post
• Proficiently supports the acquisition and installation of management hardware, VMware and software as well as subcontractor services as needed
• Installation of Sip trunk, voice PRI, MPLS circuit provisioning and confirmation of standards enforcement by utilizing strong interpersonal collaboration with customer, web/audio/network vendors and other technical staff
• Installation and support for AIX/Unix platforms for web and collaboration software
• Implement installs, moves, adds and changes to Cisco SIP-skinny, Polycom SIP and Avaya Digital-H323 phones and related voicemail systems
• Excel in incident management, SLA compliance and customer service
• Excellent oral and written communication skills to include effective listening, speaking, writing and presenting in a multi-company environment

Team Lead Voice/Video Operations,

Confidential, Chester, VA

Responsibilities:

• Day to day Cisco Call Manager, Cisco Unity voicemail, Cisco VTC and Polycom configuration, upgrades and support
• Successfully completed major executive branch Polycom VTC video support conversion that increased support efficiency and newly added redundancy
• Continually updating documentation engineering standards, support manuals, configurations documents and material based on engineering changes and upgrades
• Cisco Call Manager dial plan, calling search space, partition, codex, extension mobility, Find-Me-Follow-Me, route patterns and custom call routing configuration
• Blue Cat and Infoblox configuration for IP management
• Resolve the more complex technical problems related to Installation, upgrade or break fix for the common wealth of Virginia
• Network traffic and system monitoring with HP Openview, NetQos Call Manager integration, as well as Cisco RTMT
• CER, Music on Hold, Unity, TFTP, Pub, Subs and Cube server configuration on stand alone and UCS blades
• Call flow scripting, auto call distribution, and business application integration
• Jabber and third-party sip device configuration
• Cisco Network switch and router configuration and troubleshooting
• Global enterprise failover testing and validation
• Installation and support of voice gateways, paging gateways and integration of overhead paging
• Inbound and outbound MPLS, Sip trunking, PRI, BRI, backup routing configuration and troubleshooting
• Subject Matter Expert SME for Cisco WebEx infrastructure supporting the Commonwealth of Virginia and migration from shared to dedicated platform
• Solely managed installation and upgrade of all wireless devices and bridges for the commonwealth of Virginia
• Provides guidance and work leadership to less-experienced voice/network personnel

VOIP Specialist Support

Confidential, Richmond, VA

Responsibilities:

• Lead for Cisco Unified Communications as a Service (UCaaS) Tiger Team
• Sole and Key contributor in the expedited resolution of several major global VOIP outages
• Identified and implemented areas for ensured high availability / fault tolerance across the entire Cisco UCaaS infrastructure
• Completely redesigned support model for BroadSoft/Polycom platform by creating and deploying a custom phone striping algorithm to convert 5000 phones to increase capacity, reliability, support performance
• Provide Tier 2 support and guidance for Cisco Unified platform and BroadSoft

VOIP Support Specialist - Consultant

Confidential, Fairfax, VA

Responsibilities:

• Complete design of Cisco and Avaya/Nortel Unified communications voice systems
• Installation of PRI SIP trunking for Cisco and Avaya/Nortel
• Break fix and Moves adds changes for VOIP and non-VOIP related phones systems
• Buildout and installation of Cisco Voice networks at branch and site offices
• Installation of Cisco and Avaya VOIP over wireless and VPN
• Installation, deployment, configuration, rulebase development, hardware/software upgrades
• Administration, design and deployment of Unified communications and Unified messaging, jabber, and other softphone deployments