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Team Lead Resume

Orlando, FL

SUMMARY

  • Over 15 years’ experience in the field of Information Technology with past (8) years configuring, implementing, supporting, provide maintenance support on Cisco Voice Systems.
  • Experience in troubleshooting/support - Cisco Communications Manager, Cisco Unity/Connection, Cisco Unified Contact Center Xpress (UCCX), Cisco Unified Contact Center Enterprise (UCCE), CME, Cisco Unity Express (CUE) and Cisco Unified Communications Presence (CUPS)
  • Experience in LAN/WAN support and maintenance including use of Network Monitoring Tools including Solarwinds, Syn-Apps and Prognosis.
  • Extensive experience with Windows O/S, Microsoft Office (Word, Excel, PowerPoint) Active Directory, MS Exchange Server, MS Visio, MS Project and Linux RedHat O/S

TECHNICAL SKILLS

  • PC Hardware
  • Windows Operating Systems
  • Unix/Linux
  • MS SQL
  • MS IIS MS Exchange
  • Proxy Server
  • TCP/IP
  • Microsoft Office (Word
  • Excel
  • PowerPoint) Active Directory
  • MS Exchange Server
  • MS Visio
  • MS Project and Linux RedHat O/S

PROFESSIONAL EXPERIENCE

Confidential

TEAM LEAD

Responsibilities:

  • Lead the Cisco voice team.
  • Cisco Unified CM Administration 9.1.
  • Cisco Unity Connection Administration 9.1.
  • ACME SBC 6.2.
  • Worked with ATT and CenturyLink to Cutover sites to SIP.
  • Setup, configured, troubleshoot sites on CUCM and UCM for SIP.
  • Upgrade 79XX phones to 88XX.
  • Service now ticket system to resolve trouble tickets.
  • Experience with Prognosis 10.5.

Confidential

SR CISCO VOICE ENGINEER

Responsibilities:

  • Cisco Communication Manager 10.5, Unity Connection 10.5 and CUPS (Jabber).
  • Lead the Cisco voice team.
  • Migrating SCCP to SIP protocol.
  • Configured, support, add/change and troubleshoot SIP on the Cube.
  • Configured and add/changes on CUCM 10.5 for SIP.
  • Configured different sites for SIP on CUCM and on SIP Cube.
  • Worked with voice Gateways MGCP and SIP Cube.
  • Worked with ATT and Verizon to Cutover sites to SIP.
  • Worked with ticket system to resolve trouble tickets.

Confidential, Orlando, FL

CISCO VOICE ENGINEER

Responsibilities:

  • Worked with over 100 companies to support, configure and troubleshoot Cisco voice systems.
  • Support, configure and add/changes Cisco Communications Manager 10.
  • Support, configure and add/changes Unity Connection 9.1.
  • Support and add/changes Unified Cisco Contact Center Express, UCCX 9.0
  • Support and add /changes Cisco Unified Contact Center Enterprise, UCCE 9.0
  • Support, configure and add/changes CME 7.1.
  • Support, configure and add/changes CUE 7.1.
  • Support, configure and add/changes (Jabber) Cisco unified Presence Service 9.1.
  • Support, add /changes and troubleshoot Voice Gateways H.323, MGCP and SIP Cube.
  • Trained co-workers and clients to add/changes to CCM and UC.
  • Worked with ticket system to resolve trouble tickets.

Confidential, Austin, TX

CISCO VOICE ENGINEER

Responsibilities:

  • Cisco VoIP - Cisco Unified Communications Manager 7.5, 8.6 and Cisco Unity 7.5, 8.6.
  • Design, implementation, manage new sites in Cisco Call Manager/ CUCM.
  • Configure Region, Location, Device Pool, Gateway, Route Group, Route List, Partitions Calling Search Spaces and Dial Plan for new and existing sites.
  • Setup and configure Cisco routers for dial peers on pri circuits and pots line.
  • Setup phones, users manually and by the Bulk Tool.
  • Setup Hunt Groups, Call Park, Phone Button Template, Extension Mobility etc.
  • Setup users / subscribers voice mail box and Call Handler in Unity and Unity Connection.
  • Worked with voice Gateways H.323, MGCP and SIP.
  • Deployed Cisco Voice sys to multiple sites.
  • Troubleshoot new and existing issues related to Cisco Call Manager and Unity.
  • Worked with the phone provides/carriers to isolate and trouble shoot problems.
  • Experience with Solarwinds and Syn-Apps network monitoring tools
  • Worked with ticket sys to resolve trouble tickets.
  • Also teach users how to use and operate Cisco phones.

Confidential, Houston, Texas

CISCO VOICE & DATA NETWORK ENGINEER

Responsibilities:

  • Cisco VoIP - Call Manager 6.1, 4.1 and Unity 6.1, 4.2.
  • Setup new accounts in Call Manager and voicemails in Unity.
  • Also setup Extension Mobility, Hunt Group and Call Handler.
  • Setup user account via an Active Directory, including integration with Unity.
  • Enable and disable ports and Vlans on various Cisco switches/ routers and HP Procurve.
  • Troubleshoot issues related to Call Manager and Unity.
  • Troubleshoot issues related to Vlans and Spanning Tree on Cisco and HP Procurve switches
  • Adding DNS records on Redhat Enterprise Linux ES release 4.
  • Worked with Microsoft Lync.
  • Work on trouble tickets and escalation tickets in HP Service Manager System.

Confidential

LEAD SYSTEM ADMIN / CISCO VOICE ENGINEER

Responsibilities:

  • Cisco VoIP - Call Manager 4.1 and Unity 4.1.
  • Configure Hunt Group, Call Handler, MOH, Line Groups in Call Manager and Unity.
  • Setup new accounts in Call Manager and voicemails in Unity.
  • Setup user account via an Active Directory, including integration with Unity.
  • Troubleshoot issues related to Call Manager and Unity.
  • Optimized Active Directory and Group Policy for security and functionality.
  • Setup and maintain customer’s accounts on Exchange 2003.
  • Setup and configure customer’s blackberry on the Bes server.
  • Maintain the server backup by using Netvault.
  • Provide remote phone support by using VNC.
  • Troubleshoot and install XP, Vista, and Office 2007.
  • Troubleshoot and install software for Macs such as Leopard, Tiger, Entourage, Cs3 and Cs4.

Confidential

TECHNICAL SUPPORT SPECIALIST

Responsibilities:

  • Support over 200+ users in Confidential Group, New Century Title Group in California, and Arizona for software and hardware problems.
  • Provide phone support 99% by using remote administrator.
  • Also add and remove customers account in Active Directory.
  • Work with operate system such as XP, NT and Citrix Ps4.
  • Troubleshoot and maintain Confidential Group apps such as Impact, AWI and Attachmate
  • Ghost image computers for different departments such as title and escrow, etc.
  • Troubleshoot and maintain printers.

Confidential

PC LAN ANALYST

Responsibilities:

  • Support 200+ users with full range of computer problems, from hardware break fix to software and training
  • Provide various software training to customers in one-on-one and large group setting.
  • Provide support for four remote offices, assist users with various problems.
  • Support home users with conversion to VPN access for mainframe and LAN services.
  • Install Windows XP, 2000, Windows NT, Windows 98 and 95.
  • Troubleshoot software such as Lotus Notes, Ms Exchange and Microsoft Office 2003.
  • Configured and used Remedy ticket system.
  • Also used Ghost image for laptops and desktops.

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