PROFESSIONAL EXPERIENCE

Sr. Network Engineer

Confidential

Responsibilities:

• Develop and oversee the adherence to maintenance and performance standards of data, voice or video network hardware and systems
• Troubleshoot highly complex data, voice or video network and hardware problems. Perform capacity planning through the ongoing monitoring, alerting, and reporting of resource utilization levels and errors in the environment using a variety of tools and processes.
• Implement and maintain collaboration security best practices by assessing current threats, vulnerabilities, risks and associated technical countermeasures. Maintain inventories for support and maintenance per location by working with our selected vendors. Build, maintain, and audit all voice network related documentation as it relates to configuration, processes, service records, asset inventories, topologies, administration manuals, job instructions, support contacts, etc.
• Develop unified communication strategies. Plan, design, and optimize high level voice, video and network solutions. Perform network readiness and collaboration assessments. Perform analysis & trending of utilization and growth providing a proactive design based on the demands of the business. Translate business requirements into telephony or process designs. Plan and recommend collaboration solutions. Assist in the planning & design of the IP voice network. Analyze technical needs, requirements, and state of the network’s infrastructure design, integration, and operations.
• Provide knowledge transfer and detailed design/operational documentation to clients. Design and support global scale collaboration solutions.

Sr. Network Engineering

Confidential

Responsibilities:

• Sr. Network Engineer I was responsible for assigning the current internal Telecommunication resources and requirements. From this assignment I provided recommendations and plans to update and integrate the Internal disperse systems to a single cohesive solution. T his included building new Unified Communications clusters, integrating video units into this design and using cloud based IMnP, deploying E.164 dialing plan and other improvements. Centrally deploying SIP service. This design had to provide for a UCCX deployment with a requirement to have call recording, 24x7 uptime.
• As a Sr. Network Engineer i also provided written End User Documentation and Administrative Guides.
• I also provided end user training and administrative training including mentoring service desk and other engineers to support the newly deployed Unified Communication deployment.

Sr. Voice Engineering

Confidential

Responsibilities:

• Sr. Voice Engineering I was responsible for designing the upgrade procedure for upgrading 4 Cisco Unified Communications Manager clusters across the nation.
• This included migration for 9.5 to 11.5 Unified Communications Manager, Cisco Unified Attendant Console, Cisco Unified Contact Center Express, Cisco Unity Connection, Cisco Emergency Responder, and 3 party paging system.
• I have also provided the High and Low level design of the next Gen Unified Communications Cluster collapse of 5 clusters to a 3 clusters, implementing a Session Management Edition Cluster, Cisco Expressway - E and Expressway-C deployment, Centralized Unity Connection Voicemail, TelePresence Server and Conductor Conferencing System Cluster including Cisco TelePresence Video Communication Server, Cisco Emergency Responder and implementing SIP for Local and remote sites.
• I have managed the onsite day to day operations of the end user support as well as all escalated tickets and problems. Managed and mentored 2 remote Voice Engineers on day to day operations.

Voice Team Leader

Confidential

Responsibilities:

• As a Voice Team Lead I was responsible for the technical ownership of Cisco Unified Communications Platform for two systems, Cisco Unified Communications 8.5 and the migration to Cisco Unified Communications 10.5.
• I provide technical leadership for the Network Voice team of 5 staff 3 located in our off shore location and 2 local Voice Engineers. I was the Subject Matter
• Expert and primary escalation point for Unified Communications platform, preforming Troubleshoot and maintain Cisco Unified Contact Center Express (UCCX), Troubleshoot, manage and maintain Fax applications,
• Lead the design and implementation of new Voice platform features and enhancements as well as provide the Lead the design and implementation of new Voice site deployments.
• While providing analysis and participate in capacity planning, version control and life-cycle management for our Cisco Unified Communications Platform, develop root cause analysis of significant events and recommend remediation steps, and lead the creation and maintenance of system and troubleshooting documentation This involved manage voice related service disruptions and escalations to resolution, manage network voice incidents, service requests and escalations exceeding SLA’s.
• I lead a team of voice engineers that work remote and on site in an operations capacity. Supporting 4 different systems during the migration to a Cisco 10.5 deployment. Genesys and Polycom and Call Center Management were supported..

Director of IT

Confidential

Responsibilities:

• include the management, strategy, operation and execution of the Information Technology infrastructure for Confidential . Oversight on all technical projects in alignment with organizational goals while directing the effective delivery of networks, development, and disaster recovery systems and processes; researching and planning for implementation of the most recent technologies in the industry. The overall role is to enable partners and staff to effectively work and minimize their time spent on
• IT. Manage the deployment, monitoring, maintenance, development, upgrade, and support of all
• IT systems, including servers, PCs, operating systems, telephones, software applications, and peripherals. Provide expertise and support during systems upgrades, installations, and conversions and file maintenance.
• Communicate regularly with executive management and all users of information services and systems. Analyze complex business needs presented by the user community and/or clients and recommend technical solutions
• Manage IT staff, including hiring, training, evaluation, guidance, discipline and discharge. Ensure the creation and maintenance of all written documentation, including system and user manuals, license agreements, and documentation of modifications and upgrades
• Ensure the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions. Direct operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations. Produce detailed time line for each application release and implement effective project control by monitoring the progress of the software release and reporting the status. Direct and prioritize the work load of subordinate personnel
• Review all designs, code and unit test plans where applicable. Approve all business requirements prior to the technical solution. Participate on all hardware and software evaluations and maintains vendor contracts.
• Represent the IT function at customer review meeting when appropriate. Direct education programs for staff .Perform liaison duties between users, operations, and programming personnel in the areas of systems design, modifications or trouble shooting. Perform salary administration and conducts interviews and makes recommendations for new hires, consultants and/ or replacement personnel. Manage telecommunications infrastructure and development plans, projects, policies and procedures. Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements.

Senior VoIP Engineer/Work Order Manager

Confidential

Responsibilities:

• Manager and Technical lead on the through 2020 Project with Lockheed Martin, lead the team in the creation and delivery of the Through 2020: Draft Independent Assessment Report
• Conducted meetings with the Customer on bi-weekly basis to develop and create strategic plans for the transition of different phases of the Confidential Through 2020 Project. Lead the team in reviewing and developing
• The Management Information and Business Information (MI/BI) requirements in the Confidential Through 2020. Provided research from industry best practices approach on VIOP Call Center Designs, Automatic Call Distribution, Interactive Voice Response solutions and reporting functionality
• Lead the team in the analyses of the Confidential Through 2020 project requirements for both Business requirements and Functional requirements. Created Meeting notes and documentation in support of the findings. Lead the team through all the phases of the agency's SDLC process. Referenced the strategic plan to expand the Confidential Through 2020 scope for Lockheed Martin. Leveraged current knowledge of Confidential design and architecture, to help the team understand the interworking of the different communication systems that currently used today

Senior VoIP Engineer

Confidential

Responsibilities:

• Provide daily maintenance and troubleshooting of a Cisco Communications Manager Cluster environment as well as configuration and deployment of systems to new satellite offices. Performed initial site survey of PBX and IPT equipment, document findings, confirm feature functionality of site
• Initial site design to send to IP engineer. Provide revisit site during migration and assist with provisioning, troubleshooting. Provide IP telephony (IPT) and supporting networking architectural design input
• Collaborate with Program Manager and IPT Architect on detailed design documentation packages such as Bills of Materials, planned/as-built drawings and installation check lists. Provide support test and integration initiatives. Key contributor to the entire IPT transformation lifecycle with solid experience in discovery, site survey, design, and implementation phases of transforming customer locations from legacy voice systems to IP telephony solutions. Developed site survey findings documentation and manage/implement site migrations from legacy voice systems to IP telephony solutions
• Prepared and execute IPT core and site transformation implementation plans. Provide expert-level

• troubleshooting and configuration for multiple technologies associated with unified communications product and services focusing on the Cisco family of communication products such as Cisco Unified Communications Manager. Support resolution and root cause analysis of incidents or problems escalated from the Network Operations Center. Key contributor or owner of critical delivery documentation: technical design documents, detailed drawings, service installation plans, site hardware installation Plans, dial plans, Site Acceptance Test Plan, Site Acceptance Plans, system review and maintenance plans.

Expert IPT Engineer and Deputy Service Manager

Confidential

Responsibilities:

• The company offers integrated customer services across our entire portfolio of products and solutions, addressing all aspects of deployment and operations as well as the optimization of network services and applications.
• The company works solely for the air transport industry, as its neutral, dedicated provider. This company provides a managed VoIP Solutions to a multinational organization utilizing Cisco Unified Communications Mega Clusters.
• As the Expert IPT engineer I develop project plans with the customer and internal entities (including timelines, schedules and budgets)
• Closely coordinate the implementation and make sure the implementation successfully accepted and transitioned into stead-state operations
• Provide on-site voice service support by owning voice incident in the domain of IP Telephony and related systems and developing a methodical approach to solve the incident or problem and escalate problem to central support teams when appropriate
• Analyze problems and resolve recurring difficulties through root cause analysis. Document work done to resolve & close System Incidents Support with the preventative maintenance of the IPT systems. Implementing standard IP Telephony change requests for the customer on the managed IP Telephony solution and associated systems. Define with the central support teams the administration and supervision of voice network infrastructure and permanently improve service processes and tools with internal or external entities to ensure contractual service levels are over-achieved. In addition to the above support the on-site team with complex administration tasks related to the IPT System. Developed and manage internal CAB review process for all changes to be presented to the customer.
• Deputy SPOC for the managed service for the customer. Responsibility for the management of the services provided to the customer in the event the Service Manager is unavailable. Ensure that the delivery of services meet business needs Ensure that the support for the services and infrastructure provided is carried out to the highest possible level of quality. Provide a hierarchical point of escalation directly for the customer
• Ownership of responsibilities such as incident, problem, availability, release, configuration, performance & capacity, change, service level, escalation & complaint management. To improve the service provided to the customer through review of management reporting, regular meetings with the customer and improvement plans.

Work Order Manager

Confidential

Responsibilities:

• leading global security company whose 120,000 employees provide innovative systems, products, and solutions in aerospace, electronics, information systems, shipbuilding and technical services to government and commercial customers worldwide.
• to move this data center over the next 5 years within 4 months. Managed the communication between this team and the government point of contact. Provided guidance to the team on the input on the creation of the document. Created and participated in senior management presentations to a Federal Agency on the progress of this task order. Provided input to the proposed contract with a Federal Agency for the next years work.
• As a work order manager I participated on the bid for a contract to provide Consulting services and provide expert Information Technology planning for Confidential to provide a draft migration plan for a Federal Agency data center move from Baltimore to Urbana, Maryland. During the past six months I formed a team from internal resources as well as subcontractors of 15 personal, managed this team to develop a draft migration plan

Service Delivery Manager/Infrastructure Business Relationship Manager

Confidential

Responsibilities:

• One of the world's largest and most comprehensive drug development services companies. Providing a portfolio of preclinical and clinical development and commercial service offerings- delivered through industry- leading nonclinical testing services, The world's largest central laboratory network.
• As a Service delivery Manger
• I worked with business owners to understand their business strategy and make IT recommendations based on objectives, budgets, and timelines including telephony services such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Routing, and Unified Messaging.
• Work with senior leadership and suppliers to ensure timely accurate and cost effective solution to IT business needs. Coordinates IT workflow with suppliers and take corrective action if goals are not being met. Interface with Project Management Organization to ensure projects are delivered on time and within budget. Develop and enhance customer service for all levels of the IT organization. Collect, manage, and communicate key performance indicators and service level agreements

Senior Enterprise Voice Engineer

Confidential

Responsibilities:

• This company conducts scientific research and education. It operates over 300 laboratories at 70 different sites across the United States. It has a 640 million dollar annual operating budget, and employs over 3,000 people.
• Designed the implementation plan for the migration of a VOIP system for 700+ users located at 3 remote sites from Avaya VOIP to Cisco VOIP; this included various voice applications and devices such as call- center applications, unified messaging,
• Network equipment including VOIP gateways, and VOIP servers. Developed a benchmark pilot VOIP installation of competing vendors for 60+ users including products such as E-911, VOIP over wireless (802.11), leading to a complete system upgrade for 700+ end users, including development and deployment of a campus wide wireless network. Responsible for developing VOIP service from multiple vendors including Cisco and Avaya for remote locations.
• Evaluated both local and long distance telephone services from different vendors for these locations. Upgraded telephone system including the Audix voice mail system at a central location including installation of a redundant telephone system at four remote locations. Implemented, network upgrade and documentation of 1000+ locations including, supervision of both voice technician staff, and third party telecommunication installation consultant/contracting crews. Installed national network of 20 different video conferencing nodes that connected our regional administration centers to our headquarters located outside of Washington D.C. Managed, coordinated, and provided telephone and videoconference services for global education seminars via the Internet and Satellite communications

Lead Engineer

Confidential

Responsibilities:

• Provided networking, telephony analysis, and implementation support to small businesses that lacked in house IT support. This occurred when relocating from the southeast to the Washington DC