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.