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Voice Engineer Resume

Madison, WI

CAREER OBJECTIVE:

To work in an organization that values technology and the efficiency it brings. This would allow me to utilize my diverse IT skills, self - starting work ethic, my belief in teamwork, fully leverage modern technology to drive business efficiency, and to reduce costs.

SUMMARY:

  • Saved the Confidential over $1 million per year in reduced expenses and efficiency savings.
  • Took a leadership role in designing, implementing, and expanding the Cisco TelePresence Unified Communication (UC) architecture.
  • Built, developed scripts, and deployed calls centers for Cisco Contact Center Express (CCX) as well as Contact Center Anywhere (CCA)
  • Ensured uptime of Enterprise service offerings by implementing the Enterprise infrastructure in a High Availability (HA) design.
  • Actively manage and coordinate multiple vendors and agencies on a daily basis including; Telecommunications providers, product manufacturers, state agencies, county customers, and Enterprise customers.
  • Developed and maintained documentation for the CCA and Cisco TelePresence Enterprise service offerings including, how to, support guidelines, patching, upgrade, and maintenance documentation.
  • Implemented multiple Session Initiation Protocol (SIP) trunks to various systems for voice, video, and interoperability capabilities including Skype for Business, CCA, Cisco UC Voice/Video over IP (VoIP) infrastructure, voice gateways, etc.
  • Performed trouble resolution, testing, and change management in an Enterprise Environment while communicating the status with the customer.
  • Proposed VoIP options to DOA senior leadership including a cost analysis of each option.
  • Fiscally and strategically proved to the Department of Children and Families (DCF) CIO that the Cisco UC solution was the correct direction for DCF to move in.
  • Designed, implemented, and deployed the Cisco UC solution to about 1,000 employees across a dozen sites within various cities in Wisconsin.
  • Designed a new building network and physical infrastructure and consolidated three buildings into the new building while deploying Cisco UC at the same time.
  • Successfully built, implemented, and managed call centers for DCF that handled over 250,000 calls per year using CCA, including the Milwaukee County 414-220-SAFE number for child abuse and neglect.
  • Wrote and Implemented processes, procedures, and standards for DCF including but not limited to; daily telecom processes, security processes, and escalation processes.
  • Managed 500 cell phones and Smart Phones/Blackberry’s, 1,200 Centrex Lines and associated voicemail boxes, and 15 separate call centers.
  • Provided customer support via phone calls, email, and desk/site visits. Customer support ranged from voicemail password resets to setting up new phone lines to reconfiguring call center call flows.
  • Provided customer support to everybody in the organization including the IT help desk, upper management, CIO, and Secretary of the agency.
  • Worked with Workstation Support to ensure Telecom applications operate correctly in a VMWare environment.
  • Responsible for the day to day upkeep of an Avaya voice solution including a 1,200-seat contact center, 90 warehouses, and 300 remote stores across the United States.
  • Performed MACD and other user requests relating to the Avaya phone system and other non-Avaya phone equipment throughout the United States.
  • Took a leadership role in implementing a Cisco Unified VoIP solution to cut costs, increase efficiency, and to ease the management of the phone system. Including; designing, supporting, and setting up call centers in multiple offices.
  • Managed multiple vendors while leading a corporate office move in Denver. This included; relocating PC’s and a data center, setting up necessary network equipment, and having required wiring in place and ready to go for the move. Move was coordinated ahead of time as to not affect the business. Phone lines/numbers had to be rerouted and remapped. Also rolled out the Cisco UC solution at the same time as the office move.

TECHNICAL COMPETENCIES

Cisco UC: Call Manager (CUCM), Expressway C/E, Meeting Server (CMS), TelePresence Management Suite (TMS), Conductor, Virtual TelePresence Server (VTS/TPS), Unity, UCCX. Oracle CCA and Genesys ACD Solutions.

Cisco voice gateways: TDM and SIP. CentrexMate. vSphere

Protocols: TCP/IP, DNS, DHCP, SIP, RTP/SRTP, FTP, LDAP, HSRP. Windows Server 2003, 2012, and 2016.

Monitoring and Ticketing Systems: Whats Up Gold (WUG), Stat Seeker, ISI Infortel Select, SCSM, Cherwell, Argent, IPMonitor, Cisco’s RTMT.

PROFESSIONAL EXPERIENCE:

Confidential, Madison, WI

Voice Engineer

Confidential, Madison, WI

Telecom and Network Engineer

Confidential, Columbus, OH

Telecom Engineer

Confidential, Madison, WI

Server Administrator/Telecom and Network Engineer

Confidential, Madison, WI

Server Administrator

Responsibilities:

  • Performed trouble resolution, testing, and change management in an Enterprise Environment while communicating the status with the customer.
  • Proposed VoIP options to DOA senior leadership including a cost analysis of each option.
  • Fiscally and strategically proved to the Department of Children and Families (DCF) CIO that the Cisco UC solution was the correct direction for DCF to move in.
  • Designed, implemented, and deployed the Cisco UC solution to about 1,000 employees across a dozen sites within various cities in Wisconsin.
  • Designed a new building network and physical infrastructure and consolidated three buildings into the new building while deploying Cisco UC at the same time.
  • Successfully built, implemented, and managed call centers for DCF that handled over 250,000 calls per year using CCA, including the Milwaukee County 414-220-SAFE number for child abuse and neglect.
  • Wrote and Implemented processes, procedures, and standards for DCF including but not limited to; daily telecom processes, security processes, and escalation processes.
  • Managed 500 cell phones and Smart Phones/Blackberry’s, 1,200 Centrex Lines and associated voicemail boxes, and 15 separate call centers.
  • Provided customer support via phone calls, email, and desk/site visits. Customer support ranged from voicemail password resets to setting up new phone lines to reconfiguring call center call flows.
  • Provided customer support to everybody in the organization including the IT help desk, upper management, CIO, and Secretary of the agency.
  • Worked with Workstation Support to ensure Telecom applications operate correctly in a VMWare environment.
  • Responsible for the day to day upkeep of an Avaya voice solution including a 1,200-seat contact center, 90 warehouses, and 300 remote stores across the United States.
  • Performed MACD and other user requests relating to the Avaya phone system and other non-Avaya phone equipment throughout the United States.

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