PROFESSIONAL PROFILE:

Self - motivated, results-driven IT professional with twenty years of extensive experience in telecommunication programs, projects and support systems. Skilled at implementing and managing varied methodologies and telephony platforms. A demonstrated ability to lead and motivate through effective cooperative teamwork and team-building garnered to ensure the overall mission and success of the company.

PROFESSIONAL EXPERIENCE:

Sr. Voice Engineer

Confidential, Herndon, Virginia

Responsibilities:

• Support multiple clients which has multiple projects including; countywide migration from PBX based to Cisco communications and telephony systems.
• Responsible for the configuration and administration of Cisco communications and telephony systems.
• Plan, design, implement and upgrade Cisco Unified Communication Manager, Unity Connection, and Presence systems as well as related network hardware and software required.
• Provide design and operational support for Cisco Contact Center Express.
• Identify and resolve user and system telephony issues and debug and diagnose voice issues.
• Maintained router, firewall and switch configurations.
• Maintain day to day system operations and fulfill task requests for configurations updates.
• Pre-Post Sales Engineer responsibilities for Cisco Voice and Data Center solutions.
• Assist Sales with bid and proposal on technical and functional of Cisco solutions and product

Technology Platforms: Cisco CUCM and CUCME 9.X, Unity & Unity connection 9.x Cisco Unified Contact Center Express (UCCX) 9.x, Unified Presence 8.X. Voice Protocol H.323, SIP, SCCP, T.38, ISDN PRI ISR Voice Gateway 3945/3925, 2911, VG350/224. UCS 210/240 VMware vSphere ESXi and Nexus 2K, 5K and 7K, Catalyst 4500

Sr. Voice Engineer

Confidential, Reston, Virginia

Responsibilities:

• Participate with the telecommunications team in the design, installation, configuration, on Voice Modernization project
• Plan, design, implement, and support the voice infrastructure.
• Analyzed exiting voice and data networks and recommended solutions.
• Configure and test voice infrastructure to adhere to company standards and proof of concepts.
• Evaluated and selected vendor for implementation of selected platform and review Billing of Material and Cisco CUWL.
• Responsible for troubleshooting and monitoring of legacy Avaya/Nortel communication system.
• Assists in evaluation of new voice products and Platform improvement.
• Design, implementation and support for Nortel Symposium/Contact Center
• Manage Vendors utilizing ITIL principles.
• Design, implement and upgrade distributed Nortel CS1K and Call Pilot.

Technology Platforms: Nortel: CS1K 1000M/1000E, Call Pilot, Symposium/Contact Center, Element Manager, NRS. Cisco: CUCM 9.X, Unity Connection 9.X, UCCX 9.X, Unified Presence 9.X, CER, CUBE. Voice Protocol: H.323, SIP, SCCP, T.38, TDM. ISR Voice Gateway: 3945/3925, 2911, VG350/224. VMware vSphere ESXi, UCS 210/240, Nice NTR, Wireshark, Netflow

Sr Telecom Analyst/Technician

Confidential, Silver Spring, Maryland

Responsibilities:

• Administers and provide system support for all users as well as MAC activity and maintains all databases and records associated with telecommunication systems (Nortel Opt 81C, Cisco Call Manager 8.X, Unity Connection 8.X, ISR 39XX/38XXVoice Gateways
• Responsible for the implementation, maintenance and operation of a telephony infrastructure.
• Assist vendors in the implementation of new telephone systems, configuring desktop and wireless telephones,
• Troubleshooting telephony issues and contacting vendors as required, coordinating telephone system upgrades, and implementing new desktop or wireless telephones.
• Implement and configuring new core/aggregation/access switches, routers and cable management systems.
• Leads projects and provide technical guidance and system administration functions which include integration of voice, video and data network infrastructure
• Directs technicians in performing tasks and activities that support legacy Nortel Meridian platform AVST Call Express voicemail, Cisco CUCM 7.x/8.x and, Unity Connection 8.x.

Technology Platforms: Nortel: Meridian 81C/1000M/Option 11, BCM, Symposium Express, Cisco: CUCM 8.x, Unity Connection 8.x, UCCE 8, CVP 8, CUSP, 39XX, 38XX, 29XX, VG224, Microsoft: Word, Excel, PowerPoint, Visio, Project: Help Desk Ticketing (Heat). Wireshark

Sr Telecom/SDP Engineer

Confidential, Rockville, Maryland

Responsibilities:

• Conduct Installations and Maintenance for all Telephone System Replacement Program solutions at SSA Locations
• Perform system builds, testing, troubleshooting and support for ATF, SDP and field offices.
• Support Help Desk with daily troubles and administration tasks.
• Develop and validate system test plans, as-built verification processes and implementation run guide.
• Identified potential problems/limitations with existing IP network architecture and developed future IP Network vision.
• Conduct network assessments and voice quality for new site implementation
• Daily monitor network performance utilizing Empirx and Hammer.
• Document and update processes and procedures

Technology Platforms: Nortel CS1000E Geo, Contact Center 6, MPS 500-1000, Call Pilot, Telephony Manager, Element Manager: Network Protocols - SIP, H323, UniStem: Network Analysis Tools - Hammer, NetIQ Assessor, Wireshark: Network Transport - PRI, OC3, Audio-Codec Gateway, NRS GateKeeper; Microsoft - Word, Excel, PowerPoint, Visio, Project: Help Desk Ticketing - Remedy, CAPERS:

Senior Telecom Specialist

Confidential, Towson, Maryland

Responsibilities:

• Liaison between internal departments and vendors who provide services to the school system
• Monitor vendors to ensure that the Service Level Agreements are adhered to
• Review and make recommendations to enhance the efficiencies and effectiveness of policies and procedures
• Review of billing data presented by vendors for inaccuracies
• Monitor key performance indicators for Quality Assurance

Technology Platforms: VOIP Technologies; Cisco - UCCX, Unity, CUCM: Nortel - Norstar: Centrex: Windows - Office, Server NT/2000, 2000/XP: Mobile/Wireless - Sprint, Verizon & AT&T Cell phone and Blackberry; Remedy

Telecom Analyst

Confidential, White Marsh, Maryland

Responsibilities:

• Designed, implemented and support Voice technology platform for the CISCO and Nortel IP Telephony and VOIP Technology
• Responsible for the on-going company-wide initiative to migrate TDM (Nortel 81C/1000M/OPT11, Symposium and Voicemail) to Cisco CUCM, UCCE and Unity Connections.
• Responsible for Management of Unified Communications Manager Environment supporting 500 UCCE Agent Phones and 600 Corporate Users located in 5 offices
• Responsible for Building and Maintaining Relationships with Site Directors within the organization
• Responsible for Designing and Developing Strategic Plans for Call Center, Corporate Phone, and Video Solutions within the Enterprise
• Responsible for Documenting Processes for Users and Training Desktop Support

Technology Platforms: IP/VOIP/Contact Center Technologies; Cisco - UCCE, ICM scripting, CUCM, Unity: Nortel - CS1000, OTM/Telephony Manager: Windows - Office, Server NT/2000, 2000/XP, Active Directory: Intervoice IVR, Aspect 6.0: Mobile/Wireless - Sprint & Verizon Cell phone and Blackberry

Senior Telecom Engineer/Analyst

Confidential, Mclean, Virginia

Responsibilities:

• Support of approximately 5000 VoIP users worldwide
• Designed, and implemented Redundant Unity servers for Domestic US and international offices. Gathered all required information compiled documentation and ported users from Octel to Unity without anydowntime or loss of world wide VM Network.
• Support and maintain Call Manager Clusters, Unity Voice Mail systems, Unity Bridge, IPCC Express, as well as all Voice Gateways (MGCP) and Gatekeepers (H323).
• Provide 2nd and 3rd level support. Perform Server Patches and all Call Manager/Unity Upgrades
• Primary Support for 100 plus Call manager and Unity Systems world wide. Deployed multiple Networked Unity systems.
• Cross trained team members on all Cisco Voice Systems.
• Develop test plans and perform testing on any major feature changes as required by staff..
• Use monitoring and trace tools available to monitor and diagnose systems.
• Document systems, create training material for MAC dept. create Flow Charts and Diagrams of voice systems.
• Opened TAC cases and worked through resolution

Technology Platforms: Cisco: Call Manager 4.X/5.X, Unity 4.X/5.X: Windows – Office, Server NT/2000, 2000/XP, Active Directory