Professional Summary:

• 19 years experience in the in the IT industry performing Voice and Network engineering roles.
• 16 years professional employment with AT T as a Voice Implementation Engineer, Field Engineer Operations Manager and NOC Technical Support Engineer.
• 12 years of experience in Cisco VoIP. Certified with two of the most prestigious Vendors Cisco and Nortel in Network: Cisco Systems - Voice and as a Nortel Networks Certified Support Expert - Routing Switching.
• Highly-experienced in different Cisco Technologies: Video, VoIP/Data, Network, Switches, Routers, Telephony Systems
• Engineering, installation and troubleshooting, administration, configuration, implementation of Video, VoIP/Data/IP and Telecommunications Network infrastructures

Skill set:

• Cisco Systems Boot Camp, Cisco Collaboration, Cloud CMR Video Endpoints, MRA Expressway. Implementation of DX 80, 70, 650, SX 10 Tandberg EX 90. Chicago, Ill. Nov. 2014
• CCNP UC Collaboration w/CUCM 9.1 and Cisco IOS 15.4, Toronto, Canada January - 2014
• UCCE w/CVP 9.1 Installations, Deployment and Configuration, Toronto, Canada - November 2013

Detailed Experience:

Confidential

• Config, Analyze Troubleshoot Walgreens 500 Corp. Remote offices 8000 Store's UC/UCCE components w/UCS B-series Hardware for NG 2.0 environment Nexus 7010 backbone.
• Troubleshoot and configure 79xx Cisco IP Phones and 9951 8925 Video Phones, Paging Systems, MOH Music on Hold and provide VOIP analysis and adjustments for Diebold/Bavis Drive-thru issues.
• Cisco Call Manager Administration at v8.6.2 and v9.1 with Jabber, Jabber Soft phones and Extension Mobility. Supported Cisco CME Routers and Communication Servers along with utilizing remote monitoring tools such as BRIX in analyzing failed calls.
• Configured Cisco Unity and Unity Connection Voicemail.
• Coordinate dispatch Telco after testing determined necessary physical circuit repairs/components are needed.
• Dispatch Walgreen Techs for inside wiring repairs and Nortel/Norstar CPE MAC work.
• Providing Technical Support to Technicians on Cisco Phones, Switches and Routers.

Confidential

• Proficient in analyzing, and resolving problems in Cisco Call Manager versions 3.2 to 7.15, CDR reporting, Cisco IP 7900 series phone software and hardware issues, Cisco UNITY voicemail, Cisco IPCC/UCCX Express Scripting, CRS/ CRA, Cisco Call Manager Express, Cisco Unity Express, MGCP, H.323, SIP, SCCP, Gatekeeper and CUBE. Voice Gateways not limited to SRST, VG200, 1760 to 2921 Cisco routers, 3500 ASA's. Meeting Place and Unified Presence. Utilized VM Ware to create Virtual Servers.
• Utilized Remedy and HP Service Manager 9.20
• Assist and manage the configuration of CCM, Unity, 3845 routers, VG224's Cat 6504's, 3548's to support the design and turn-up of new IPT networks.
• Performed moves, adds, changes and break/fix support for Cisco IP phone users
• Provide Pre-Sales assistance on voice and MPLS design for new customers.
• Reviewing, interpreting, quoting and providing corrective measures to IPT designs around complex SCOWS, BOMS and Network diagrams from configuration to implementation.
• Maintain working relationships w/ Operational Teams by providing On-site assistance support during Cisco Telepresence system endpoint deployments and Tandberg Video Conference installs.
• I supported and performed pre-design activities with Shoretel customer premises equipment.
• Develop and provide necessary resources to support all aspects of install proposals while technically integrating w/ Field Engineers, Technicians and 3rd Party vendors.
• Provide business and technical support between cross functional teams
• Provide On-site assistance support
• Work on IT Team projects as assigned
• Perform office moves and new office infrastructure setup
• Maintain site surveys and provided VOIP site assessments
• Execute project tasks to meet strict deadlines
• Provide project management, process development, and documentation for the deployment of customer servicing projects

Confidential

Onsite support

• Configured, Managed and performed Troubleshooting on Customer's Wide Area Networks and Premises Equipment.
• Installed the Cisco ICS 7750 Call Managers consisting of Publisher, Subscriber and Unity blades and the early model HP 78xx series Avvid Servers.
• Installed CSU's by such manufacturers as Paradyne, Kentrox, GDC Adtrans
• Installed and Configured Cisco Nortel Routers utilizing WAN Protocols w/ a variety of Technologies - Frame Relay, ISDN, VOFR over IP ATM.
• Utilized Network Associates Sniffer on DS0 DS1 Port and DSX panels
• Worked with teams to implement Cisco ONS Optical solutions.
• Working knowledge of VOIP Technologies such as Cisco CUC Unified Communication and Nortel Succession. Optical / Sonet Technologies as well as HIPCS Hosted IP Communications Service.
• Possess working knowledge of Network Topologies for ISP, DNS, IP Addressing / Subnetting, Routing, BGP, OSPF, Internet Technologies, Frame Relay, MPLS, T1's, DS3's, FRAC, ATM SMDS. Firewalls, Infrastructure Cascade/Ascend Switches, Cisco Nortel Routers, Multi-layered Switches. Adtran CSU / DSU's. Experience in H.323, MGCP, RTP, SRST, TCP/IP, also SNA IPX Protocols. Key Systems, PBXs, Telco Muxes Punchdown Blocks relative to Voice/Data Integration, Quote Customization, LAN Mgmt Systems Security.
• Participated in On-call 7x24 rotation
• Supported Frame Relay Infrastructure Switches, Cascade Lucent 5ess BNS 2000 models.
• Wired DSO and DS1 circuits to a patch Panel and the troubleshooting of CSU banks in the Switch sites. Tested DS1 spans and DS0 circuits with our HICAP Facility Central Office while utilizing a Fireberd 500 and a HP Advisor analyzer. Developed and analyzed network performance reports and metrics.

Confidential

• Provided advanced post sales troubleshooting for early hardware and software Voice over IP and data related issues.
• Troubleshot, Isolated, and repaired hardware and software issues for Cisco and Nortel, 3Com, and Marconi routers and switches including Adtran series
• Worked with customers to resolve RIP, OSPF, and BGP protocol issues
• Used HP Openview to proactively monitor, analyze T1, router Server issues
• Used Cisco Works to analyze and monitor customer network devices
• Performed circuit testing and isolation using REACT and Cascade switches
• Performed carrier coordination with LEC/Telco providers and managed circuit repair dispatches
• Isolated and resolved voice gateway issues to T1 and ISDN PRI/BRI circuits
• Provided project management, process development and documentation for the deployment of customer servicing projects
• Worked with Design Engineers to create SOWs, SCOWs and BOMs for network design changes
• Analyzed network performance reports and metrics
• Used Remedy ticketing systems to track all issues