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Network Engineer Resume Profile

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Skills Summary

Proactive, disciplined, and organized IT professional with 20 years of experience in system and network engineering. Quick learner with a solid history of consistently delivering high quality, professional work and responding quickly to problems. Background in telecommunications and software development.
Experience

Confidential
Network Engineer
  • Provide production support for Cisco Intelligent Contact Management
  • Understood the business and gathered valid user requirements from various business partners.
  • Designed, built, implemented and maintained ICM call routing solutions from user requirements and provided appropriate documentation.
  • Participated in implementation support through the analysis, design, development and testing of ICM call flows and applications

Confidential
Senior Systems Engineer, Call Processing Infrastructure
  • Provided production support for Cisco Intelligent Contact Management.
  • Experienced in the planning, designing, implementing, operating, optimizing, and support of Cisco ICM.
  • WebView reporting / custom reporting using InfoMaker.
  • ICM integration with Call Manager.
  • Translation routing.
  • Working knowledge of TCP/IP networking.
  • Familiar with Cisco Enterprise IPCC scripting and call routing.
  • Participated in strategic and tactical planning for MCS-Cisco implementations.
  • Manage security operations for MCS-Cisco:
  • Provided application security certifications for each release.
  • Provided exception to policy management for each project.
  • Provided process improvement for filter, firewall and ACL implementations in accordance with internal policy and procedures.
  • Managed security scans and remediation planning, scheduling and repairs.
  • Effectively utilized vendor trouble-handling systems and processes for problems involving vendor applications.
  • Customer support:
  • Analyzed and resolved production problems and escalated customer tickets within established SLA guidelines.
  • New customer connections to NAM and RGW.
  • Customer migrations to new NAM.
  • Worked proactively to identify and prevent production problems.

New Features:

  • Roll out ICM 7.x and associated new hardware.
  • Roll out Schedule Voice Callback and associated new hardware.
  • Roll out transit database.
Confidential
Volunteer Firefighter II /EMT
  • Fire Ground Communication
  • Fire Ground Operations
  • Rescue Operations
  • Prevention, Preparedness, Maintenance

Confidential
Partner /Owner
  • Active board member contributing input to business plan / strategy
  • Support governance structure to oversee management

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