PROFESSIONAL EXPERIENCE

Senior Cisco Technical Analyst

Confidential

Responsibilities:

• Performing day - to-day telecom operations and assisting in the administration and maintenance of telecom equipment and infrastructure
• Maintaining and updating the UC Lab environment
• Evaluating new deployment designs and suggesting modifications
• Migrate user from Nortel system to Cisco and provide all possible solution under Cisco umbrella
• Design and deploy Cisco Contact Center Express (UCCX) solution for newly migrated business
• Deploy and maintain Cisco Emergency Responder (CER) for each newly added department under Cisco.
• Performing day-to-day telecom operations to maintain CER for Scotia campus (Scotia plaza, Scarborough etc.)
• Provisions or migrate new or existing VC endpoints, and maintains endpoints through TMS and CUCM, ensures maximum uptime through monitoring of alerting dashboard
• Migrate Nortel user to Cisco and provide all Nortel business solution under Cisco Umbrella.
• Configure, maintain Cisco analog gateway (VG 204/224/310) to fulfill analog solution for newly migrate business unit.
• Identifying problem trends, creating solutions, and developing preventative maintenance and improvement plans
• Work on requisitions of new equipment to determine application needs for new and existing Voice and Video users.
• Monitoring and managing VoIP and Telepresence performance
• Working closely with managed service vendors to drive project initiatives and service levels
• Designing, deploying, and supporting new UC applications and services
• Developing and updating technical standards documentation

Cisco UCCX Engineer

Confidential

Responsibilities:

• Contribute technical content regarding networking technologies for presentations, proposals, Statements of Work (SOW), responses to Requests for Proposal (RFP) and project plans
• Perform risk analysis to identify IT security issues and remediating plans
• Identify and/or mitigate operational risks where appropriate
• Communicate effectively with supervisors, peers, project managers, and stakeholders
• Design UCCX scripting to fulfill customer IVR need.
• After design approval Configure and implement a fully functional UCCX script within a lab and live setting;
• Create, synchronize SQL databases within UCCX system
• Implement web interface to update and maintain Database for UCCX
• Create test case to cover all possible scenario and fixed script if needed
• Configure, test, deploy script to UCCX system
• After each successful script delivery provide day 2 support for nest 48 hours.
• Proactively monitor and resolve potential service interruptions within each Script

Senior Cisco Voice Implementation Manager

Confidential

Responsibilities:

• Develops and maintains technical UC solutions that adhere to Planning and architectural design principles while meeting business requirements
• Setup labs for Proof of Concepts and provide product evaluation documents as needed.
• Develop test cases for large project deployment and quality assurance testing
• Develop and document work procedures and troubleshooting guidelines
• Design CUC Auto Attendant Call flow, program and test scripts
• Identify requirement and define the technical specification with internal clients.
• Prepare the design and analysis document and present it to senior management and line of business.
• Ensure the recommended solutions align with the enterprise IT standard and strategy as well as the industry best practices.
• Prioritize incidents and change requests based on defined criteria and service level agreements and effectively communicate with the customer on incident status
• Implement voice systems and cut over the system to production
• Work with the project manager and Technician Specialist to correct data if errors exist
• Configure changes collected from the Technician Specialist at the designated point before each migration
• Make changes as required by end users during the designated Change Window between Voice Cutover 1 and 2
• Execute remote testing and work with the on-site tech / remote Tech to resolve issues
• Provide level 2/3 support during project deployments for telephony infrastructure, SBC and SIP trunk.
• Work closely with the vendors to develop the implementation plan and MOP.
• Provide knowledge transfer and detailed design/operational documentation.

Cisco Deployment Engineer

Confidential

Responsibilities:

• Architecture, design, deployment and support of all UC services
• Work with telecommunications carriers for troubleshooting of voice and data circuits
• Support and maintenance of disaster recovery solutions for all UC services
• Advanced understanding of Cisco Unified Communications Manager Express (CME), Cisco Unity Express (CUE).
• Deployment and troubleshooting experience of UC500 series.
• Excellent/Advanced understanding of Cisco Collaboration and Unified Communication portfolio: Cisco Unified Communications Manager; Cisco Unity Connection; Cisco IM and Presence; Cisco Unified Contact Center Express; Cisco Paging Server
• Advance understanding of Unity Call Handler
• Working experience with Cisco Contact Center - developing and scripting
• Voice Gateways and Routers, Cisco Cube; integration with analog systems
• Excellent understanding of LAN and WAN including MPLS, Routing protocols, QoS
• Excellent understanding and working experience of Unified Communication upgrade process (ex: 9.X to 11.X or 10.5 to 11.X)
• Configuring and managing customer network security solutions. Including; Meraki MX series appliances
• Administrated various systems, configuring moves, add & changes (MAC) for the contact center environment with support and troubleshoot of CTIOS/Finesse and ICM Scripts
• Configured Agent Settings and customization for UCCE Agent and configured Cisco Finesse for UCCE Deployment as a desktop agent.