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Icm Engineer Resume

Jacksonville, FL


  • Cisco ICM
  • Aspect Unified IP Director
  • Aspect Unified M3 Designer
  • Avaya G3R PBX
  • Avaya S8700
  • Avaya Intuity
  • Avaya CMS
  • Avaya ASA
  • Avaya Conversant
  • Microsoft SQL
  • Aspect ACD
  • Rockwell Spectrum ACD
  • Rockwell IMS/RMS/ICS
  • Siemens Rolm 9751 PBX
  • Sprint CCT/CMS
  • Call Vectoring and Routing
  • Microsoft Networking Essentials
  • Phone Cabling and Wiring
  • Telecom Terminology
  • Microsoft Excel
  • Microsoft XP
  • Microsoft Outlook
  • AT&T/Sprint/Verizon DS3
  • Verizon Toll - Free Network Manager
  • Level 3 ENS Portal
  • SIP Trunking
  • NICE Recording
  • Concerto Dialer
  • Ethernet
  • LAN
  • IP Subnetting
  • Cisco Router/Switch configuration and protocols including ACLs


Confidential, Jacksonville, FL

ICM Engineer


  • Accomplish business goals; gather input from internal business groups, create complex designs to configure, script, and install on the ICM platform.
  • Instruct other ICM engineers on translation routing, bulk-load configuration, CTI enhanced routing, SQL queries and custom function calculations.
  • Perform tasks of planning, assigning as well as directing in construction, maintenance, designation as well as operation of ICM platform and integrated telecommunication systems.
  • Act as liaison to Verizon for implementation for new clients and/or call routing.
  • Coordinate weekly conference calls for new project implementation.
  • Responsible for adds and changes using Cisco ICM Configuration Manager, Cisco Translation Routing, and Script Editor; including bringing new Peripheral Gateways online and fully functional on the ICM platform which currently includes forty-two Peripheral Gateways.
  • Responsible for adds and changes using Level 3 ENS Portal for routing between Level 3, Cisco ICM Platform, Nuance, and Aspect Unified Director and M3 Designer.
  • Responsible for scripting changes using Aspect Unified M3 Designer.
  • Provide on-call support for all business groups which route over 7 million calls per month across the ICM platform. Provide advanced troubleshooting of ICM platform in conjunction with Verizon and Level 3 network routing and Avaya PBX environment.
  • Initiate call routing studies to eliminate expenses and resolve errors causing routing issues across multi-site information systems.
  • Initiated, developed, and implemented Switch ID Translation Routing for CTI Enhanced call routing between ICM platform and Avaya PBXs resulting in annual cost savings of $85,000 by eliminating the need to use over 750 Toll-Free numbers.
  • Designed, lead, and implemented a large-scale consolidation project involving toll-free numbers and all associated call routing. This resulting in an annual cost savings to the company of approximately $1,446,000.
  • Act as lead technician for the operation and maintenance of the Cisco ICM system, and support the resolution of system / component outages.
  • Troubleshoot and analyze system events, act as liaison with vendor and monitor all open cases / issues through to resolution.

Confidential, Layton, UT

Senior Technical Analyst


  • Manager for on-site telecom and LAN/WAN personnel. Conducted peer reviews at external sites on voice and LAN/WAN compliance standards.
  • Conducted training on new compliance procedures.
  • Maintained company compliance policy on all voice and data systems for auditing purposes.
  • Acted as liaison to Qwest, MCI, AT&T, and Sprint for all voice networking issues.
  • Involved in client start-ups, system conversions, and system installations. Responsible for properly documenting system set-ups and procedures.
  • Effectively routed calls on all toll-free numbers to ensure expediency of call handling, inclusive of vectoring call flow.
  • Responsible for the maintenance of all voice and network connectivity of over 1,100 workstations.
  • Provided 24 hour on-call technical support for all supported voice systems including Avaya PBX, CMS, and Audix.
  • Supported remote sites, including compliance and audit processes, voice troubles, moves, adds, and changes.
  • Maintained call center IP addresses.
  • Cost Analysis; maintained financial data on voice equipment and reported data to external departments.
  • Site Coordinator for Continuity of Business Disaster Recovery.

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