SUMMARY:

• Voice Network Engineer - Systems Engineer with 20+ years of progressive experience and advanced telephony skills in complex, integrated, converged PBX technologies.
• Outstanding skills as a technical lead, subject matter expert, technical interface, mentor, and team member, optimizing productivity and efficiency of technical support escalations.
• Proven ability to use independent judgment, discretion, and customer relationship management for service delivery success.
• Consultative approach to client relationship management, serving as a highly effective, service-oriented interface between customers and technical teams.
• Extensive experience in remote and onsite isolation, diagnostic, and resolution tools, ensuring rapid resolution of complex integrated end-user implementation.
• Expert knowledge of installing, upgrading, and maintaining high-reliability, low-cost seamless voice networks, troubleshooting circuits with network vendors.
• Advanced skills in analytical problem-solving. Excellent knowledge of failure analysis, manufacturing test and process.
• Strong knowledge of firmware verification testing, product compatibility for customer approval, product compliance testing test for regulatory approval.
• Circuit design for test equipment and product evolution. Extensive work in product related document control.
• Recognized by managers, colleagues, and clients as a motivated, resourceful, and talented team member with a “whatever it takes” approach to accomplishing ambitious objectives.

TECHNICAL SKILLS:

Software Skills: ProVision, Business Objects, Confidential Site Administrator, Microsoft Visio, Project, UNIX

Hardware Skills: S8xxx, G3r, G3si, G1, G2, S75, S85, ProLogix, Modular Messenger, Intuity, Audix, CMS, BCMS and ASA;.Definity Wireless and SpectraLink WiFi, SecureLogix (telecom firewall )VoIP, ISDN-PRI, TDM, Session Manager, System Manager, AES, CXM, eCAS, DCS/DCS+, x.25. Strong experience with public, private and special purpose trunks.

EXPERIENCE:

Confidential, DENVER, CO

Project Engineer

Responsibilities:

• Administer and support Redsky E911 Manager and Redsky Anywhere E911 solutions, oversee Confidential PBX administration relevant to 911 routing.
• Work with professional services vendors to create and implement SIP architecture for SIP telephones, trunks and video phones.
• Supporting Confidential 6.x and legacy pbx and Confidential Session Manager 7.
• Developing project requirements for transition to Confidential CM 8.1 suite over AWS.

Confidential, DENVER, CO

Lead Telecommunications Engineer

Responsibilities:

• Support existing Confidential Aura 6.3 platform. Single campus, IP connected DL360 pair and media gateways.
• Supporting network of Modular Messaging 4.0, CMS R18, AES, Experience Portal 6.0 with POM, ACR voice recorder, VeraMark eCAS.
• Additional support for NICE IEX and OpenText RightFax.
• Hands on planning and implementation of pbx server upgrade, moving from CM 5.2 to CM 6.3.
• Extensive work with call center and vector programming
• Rollout and support of Work at Home Call Center Agents, using VPN phones, Confidential oneX soft Client

Confidential, DENVER, CO

Senior Systems Administrator, Technologies/Voice and Data Networks

Responsibilities:

• Support existing Confidential Aura 5.2 platform. Single campus, multiconnect S8820 pair w ESS and media gateways.
• Supporting network of Confidential Integrated Management, Modular Messaging 5.2 w/ WSO/WSC, CMS R16, MX 5.2, AES, Voice Portal and System manager, SIP trunking to (CoNexxus) CXM voice recorder, VeraMark eCAS.
• Key challenges/accomplishments are training telecom staff to administer and support new systems, assist customers with improved telecom solutions that address their operations needs, plan next upgrade to CM 6 ( leave multiconnect behind). Technical lead for team of 4 dedicated telephone technicians.
• Represent voice network interests in proposed initiatives, work with key vendors.
• Hands on planning and implementation of network upgrade, moving from CM 3.1 to CM 5.2: simultaneous uplift of pbx, voicemail, conferencing, voice recording and CMS
• Planning for CM 6.0 (move off Center Stage), SIP endponts, video conferencing, e911 upgrade w/ partner; integrating mobile tech (one-X plus 3 rd party)
• Support key systems: CXM recording, eCAS, Confidential portfolio.
• Documentation for daily operations, disaster recovery, new hire, training and future planning.
• Train technicians and end users on systems.
• Represent Telecom in efforts to align organizational processes, as the Technologies Department integrates telecom and streamlines overall via ITIL and LEAN process improvement.
• Work with vendors to determine useful technologies and effective technology providers for DIA..

Confidential, Colorado Springs, CO

Network Engineer, Voice Systems

Responsibilities:

• Support existing S8700 & Intuity system with MAC, maintenance and upgrades.
• This group works by of self-governed project management ethic, using establishing methods and practices to organize work flow and improve communication.
• This group is also reorganizing into a single city wide IT department.
• Planned and implemented network upgrade: replace MCK extenders with G350 Media Gateways
• Co-develop separate data network to carry voice.
• Support key systems: Merlin/Merlin Plus/ Partner ACS.
• Create installation and disaster recovery documentation for systems.
• Train peer engineers and end users on systems.

Confidential, Littleton, CO

Network Engineer

Responsibilities:

• Hired by former Confidential colleague to provide engineering services for key account, Ameriquest Mortgage.
• Provided telephony support for S8300 system, including MAC, troubleshooting, circuit installs and turn up.
• Led successful on-time project to capture inventory of IT hardware from 75 branch offices nationwide.

Confidential, Highlands Ranch, CO

Senior Voice Network Engineer

Responsibilities:

• Found business value in existing report tools (PIPS/PIE) that collected data from customer systems. Reports helped our group manage customer upgrades and renewals, and provide proactive notifications of needed action.
• Recognized as key contributor in effort to awe Home Depot with services, resulting in $15M services contract upgrade and renewal.
• Successfully identified and resolved persistent echo problems with wireless VoIP phones using methodical, thorough approach to analyzing all hardware and software specifications.
• Key contributor in on-target client implementation, including creation of services, processes, workflows, and system configuration to support new client, Liberty Mutual.
• Isolated sources of call routing failures related to upgrade of a hub switch for Cook County.
• Provided post-live troubleshooting and maintenance for multiple network upgrades for Broadcom Corporation.
• Documented customer networks, developing detailed network maps using Microsoft Visio.
• Revised internal process to manage time changes throughout the Enhanced Remote Services department, improved process saved hundreds of overtime hours.
• Provided extensive training and leadership for technical staff, ensuring attainment of business objectives
• Instrumental in completion of numerous network projects for Home Depot, including implementing call vectoring into retail locations. Supported client in post-implementation performance tuning of the S8300 platform.