Voice Solutions Design Engineer Resume

SUMMARY

20+ years in the IT/Telecommunications industry as a technician, analyst and manager. Hands on experience planning, designing, administrering, implementing and supporting call/contact centers, multi - site corporate voice and data networks, LAN/WAN voice and data network infrastructure.
Solid experience supporting TDM, VOIP and SIP technologies including PBX's, voicemail, and all peripheral systems.
Experience with Confidential, Siemens, Cisco, Nortel, Shortel and others. Project management and vendor management from RFP through implementation.
Responsibilities for 24/7/365 support. Experience with wireless technologies and services. Strong knowledge of new and emerging technologies.

TECHNICAL SKILLS

Windows NT, Microsoft Outlook, Excel, Powerpoint and Visio.
NICE, Witness, Genesis, Call Accounting systems, Call Management Systems, Cisco IPCC, ICM, UCCE, VXML, Shortel, Nortel Symposium, Call Pilot and NEC.
Experience with Access, TCP/IP, VOIP, Cisco, MS Networks, Active Directory, Unix, Oracle, routers, hubs, CSU/DSU's, ISDN interface, AT&T Routit, local and long distance, POTS, DSL, DS1's/DS3's, OC12/OC48, VPN's, structured cabling and EIA/TIA standards.

PROFESSIONAL EXPERIENCE

Voice Solutions Design Engineer

Confidential

Responsibilities:

Implementation, configuration and support of Confidential and Cisco voip platforms globally.
Configured and supported Confidential CM, AES, CMS, Session Manager, Oracle SBC, Cisco v9.x CUCM, v9.1 CUIC, ICM and many peripheral systems. support of Contact Centers worldwide

Consultant - Voice Communications Engineer

Confidential

Responsibilities:

Implementation, configuration and support of Confidential and Cisco voip platforms globally. Configured and supported Confidential CM, AES, CMS, Cisco UCCE v8.x, v9.x CUCM v8.s, v9.1 CUIC, ICM and many peripheral systems. Configuration of servers at new data center to duplicate current data center. Support of Contact Centers worldwide

Consultant - Lead UCCE Engineer

Confidential, Bloomington, IL

Responsibilities:

Enterprise conversion from Confidential platform to Cisco UC platform. 100,000+ users nationwide.
Gather requirements from business units via conference calls and limited onsite visits, design call flows to meet requirements, configure all variables, DN's, Call types and develop scripts, Validate, test and deploy all new call routing.
Set and meet deployment dates for each of the 7 zones across the country.

Field Services Manager

Confidential

Responsibilities:

Responsible for planning and implementing field engineering activities. Provides day-to-day supervision of assigned personnel and accounts to ensure good customer relations and a constantly high level of customer satisfaction is maintained.
Responsible for system installations, additions, moves, upgrades and preventative maintenance for entire Confidential product line. Responsible for all personnel actions such as hiring, and performance reviews, corrective action and similar coaching functions.
Provide remote technical support to engineers. Ensures installation, and maintenance activities operate at optimum efficiency and reviews maintenance contracts to ensure agreements are being met.
Establishes and maintains optimum level and mix of spare parts inventory and manages field returns; maintains communications with customers, sales, and systems organizations to support customer requirements. Works with limited guidance on projects within defined criteria.
Provides solutions to a diverse range of moderately complex problems. Provides direct supervision for up to 35 Customer Systems Engineers.