TECHNICAL SKILLS:

Aura 6.3 AES, SMGR, AASP, AAUS, CMS, G3, S8XXX, GXXX, ESS, LSP, IPSI, MedPro, Modular Messaging, Octel, One - X Client/Agent/Attendant, Ascom, DECT, VoIP, TCP/IP, IVR, CSU/DSU, DS3 MUX, TDM, POTS, PSTN, T-1/E1, PRI, SIP, H.323, Nortel CS1000MG, Symposium, Meridian Mail, CallPilot, Optivity, PDT, NRS, NARS/BARS, ACD, MAX, MICB, MIRAN, Norstar, BCM, Element Manager, Signaling Server, Call Manager, Converged Network Analyzer, Call Management System, Enterprise Implementation, Voice Recording, Cisco, Procurve, Baystack, 3-Com Routers & switches, Firewall, AirWave, Wireless, RTP, CTI, LAN, WAN, 802.1q, EIGRP, SBC, MPLS, BGP Peer, OSPF, SecureCRT, Putty, Procomm, Aspect, Reflection, Solarwinds, MS Lync, Audio Codes M1K, dialing patterns, Inside & Outside Plant Infrastructure, Access, Visio, Share Point, OneNote, Outlook, Word, Excel, Power Point, Visual Studio, Remedy, Office 365, HP software: GTSM IVR, HP Service Manager PRO, NNM GNM, Qfinity, structured cabling

WORK EXPERIENCE:

Confidential, Irving, TX

Global Voice Portal Engineer

Responsibilities:

• L3 support for global voice team
• Process development for support models that are shared with the Team
• Provide support for VoIP, SIP, H.323, SBC, Voice and Data integrity
• Providing operational support for Confidential Aura 6.3 and Nortel systems on a global scale
• Mentor junior members of the voice team

Global HP - IT Engineering

Confidential - Houston, TX

Responsibilities:

• Engineering a standard of the DHCP scopes for +300,000 Confidential VoIP phones
• Submit Change orders for the new scopes RFC Scheduling and implementing the changes for the split of the HP companies

Global MS Lync Engineer

Confidential

Responsibilities:

• MS Lync 2013 Unified Communications Enterprise solution
• Provide onsite support in England, France, Brazil, and USA
• Implement dial plan Normalization, Power Shell, Voice Mail, Audio Codes and M1K resolving complex issue resolution
• Provide support for VoIP, SIP, SAS, Voice and Data integrity

Independent Field Support Engineer

Confidential - Houston, TX

Responsibilities:

• Acting as a representative for multiple global services companies contracted to preform field service engineering support.
• MS Lync Unified Communications Enterprise solution
• Implement DP Normalization, Power Shell, Voice Mail, Audio Codes and M1K resolving complex issue resolution
• Provide support for VoIP, SIP, H.323, SAS, Voice and Data integrity

Global Telecommunications Operations Analyst

Confidential - Houston, TX

Responsibilities:

• Contracted to HP as Lead Analyst working as part of a L3 team responsible for maintaining business continuity through incident resolution with regards to the global telecom and contact center infrastructures.
• Engaged to versee, manage, and/or liaise special projects across business units on an as needed basis.
• Working within a fifteen - minute window as part of the escalation team tasked to identify the break/fix point(s) in data and/or voice networks, creating a problem statement defining what is not workingthe length of downtime, and investigate and attach any related change orders associated with impacted sitecreating an impact statement to determine severity of outage, assigning a priority per the impacted site(s) listed business status, quantifying the number of users affected and/or loss of revenue and determining if the issue qualifies for escalation and/or major Incident action to resolve
• Analyze and solve complex incidents involving multiple local and remote support teams involving a complex enterprise network globally affecting hundreds of thousands of users by defining, executing and implementing changes to resolve problems for communication hardware and software including troubleshooting LAN/MAN/
• WAN and other data/voice network related problems
• Monitor data/voice systems using HP software investigating lower priority problems as time allows, ccasionally taking calls from end users, vendors, or managers and assisting in resolving systemic or chronic data/voice issues.
• Provided configuration and incident resolution support for Voice VoIP, SIP, H.323 PBX, Call Center, IVR, Agent
• Recordings and Data Switches, Routers, LAN/WAN, DNS, DHCP, Wireless, Firewall, Load Balancing on a global platform
• Coordinate project to develop and deploy Global Number Lookup tool using Access Query
• Develop a process to streamline the group's efforts in addressing, documenting, and resolving customer incidents for Lync, Nortel, Confidential PBX, VoIP, and Contact Center platforms
• Validate site criticality and impact to resolve issue per Service Level Agreements; escalating to Major Incident when appropriate and represented network voice and data team in Major Incident resolution efforts

Independent Field Support Engineer

Confidential - Houston, TX

Responsibilities:

• Acting as a representative for multiple national services companies contracted to preform field service supportcomplex issue resolution, and drive the VoIP, SIP, and H.323 project initiative
• Tasked to intercede into resolution of a customer voicemail server outage that had been ongoing for more than 30 days. Resolved issue to customer's satisfaction within 24 hours
• Engineer Petrobras (Houston) Short term project intergrade Cisco VoIP to their Nortel 81C PBX
• Coordinated project to inter - connect VoIP resources between corporate sites

Field Services Engineer

Confidential - Dallas, TX

Responsibilities:

• Managed the voice infrastructure for 30+ sites, including VoIP, SIP, H.323, Nortel 81C, CS1000MG PBX, Symposium Call Center, Confidential Dialers, Voice Recording, IVR, and CallPilot.
• Engineered solutions and managed efforts related to call routing and contact center support
• Resolved complex service issues escalated by other team members
• Lead Engineer tasked with coordination/supervision of four (4) team members as resources for projects and daily support
• Accountable for oversight of all VoIP/SIP networking between the voice and data networks including all contact center and carrier hardware/applications

Voice Network Engineer

Confidential - Little Rock, AR

Responsibilities:

• Managed and engineered Entergy's Nortel - based voice infrastructure for 15 large contact centers and 30 regional locations in the Gulf Coast region. Responsibilities included the designing and implementing the test configurations for upgrades and new build outs. Coordinated efforts to automate tasks and increase the efficiency of the Field Services team.
• Managed a multiple platform infrastructure including Nortel OTM, CS1000MG, Confidential, BCM, Norstar and Siemens / ROLM
• Coordinated joint initiative with data networking team to move the company from a legacy voice platform to a converged solution utilizing VoIP, SIP and H.323 technologies
• Responsible for investigation and resolution of complex issues escalated by other team members
• Engineered, implemented, and maintained automated process to pre-program hardware for legacy voice equipment in a lab environment before shipping to customer site for system upgrades