SUMMARY

• Overall 6 years’ Experience wif various Cisco Voice Products including Unified Contact Center Express, Communications Manager, Unity, and Unity Connections.
• Strong knowledge in implementing Call Manager, Cisco Contact Center Express, Unity and Gateway
• Working on Cisco Unified Communications Manager (4X, 7.X, 8.X, 9.X & 10.X), Cisco Unity( 4.X, 7.X, 9.X & 10.X ), UCCX (7.X)
• Knowledge and experience of Cisco IOS Cisco gateways CLI to include Cisco 29XX, 38XX, 39XX, ISR44XX for the purpose of troubleshooting SIP anomalies
• Experience wif SIP and H.323 protocols
• IT Experience in design, implementation and maintenance of Cisco Devices, Cisco IP Telephony. IP Phones, VLANs, Routing and Switching
• Knowledge in virtualization (VMware) technologies such as vSphere Esxi, and vSphere client
• Experience upgrading Cisco Unified Communications platforms
• Adept at troubleshooting and delivering wifin severe constraints and Motivate the team to deliver the customer service levels.
• A team player wif experience of handling a team of IPT/LAN/WAN Engineers.
• Excellent communication skills and a service orientation wif the ability to interface at all levels and enhance customer delight
• Working towards Cisco Collaboration certification at Associate and Professional Level

TECHNICAL SKILLS

UC Products: CUCM, Unity Connection, UCCX, IM & Presence, Cisco Jabber, CUBE, SIP Trunks, Expressway C&E, Gateways

Networking: LAN, WLAN

VOIP Protocols: H.323, SIP, MGCP, SCCP

Audio codec’s: G.711, G.722, G.722.1, G.723, G.728, G.729

VoIP Telephony: Cisco IP Phones CIPC, 88XX, 7821,797X, 7911, 796X, 794X T19PE2

Voice Gateways: ISDN T1, FXO, FXS, and ITSP SIP Trunk Cisco UCS & VMware

Contact Center: ICM Scripting, Configuring Agents, Skills and Teams, Configuring Dialed Numbers and call types, configuring outbound campaigns

PROFESSIONAL EXPERIENCE

Confidential, IOWA

Network - Voice Analyst

Responsibilities:

• Work wif internal and external subject matter experts, including line of business, business technology teams, operational support teams, various technology organizations, and vendors to develop and support the implementation of collaboration solutions
• Requirement gathering of the VoIP environment for New, Relocated or remodeled location and suggesting various options on designing the VoIP network.
• Reviewed and validated understanding of customer design requirements as well as recommended process changes
• Organizing site surveys and stations reviews to analyze existing telecom infrastructure and halp in designing VoIP network
• Wrote technical documentation on configuring UC features/functions and provisioning guides for CUCM, CUC, UCCX &Inform cast
• Involved in providing end to end VOIP services for Relocating over 30 sites
• TravelingtothesitetosuccessfullyimplementandtesttheVoIPsystemonthego-livedayandaddressingend-userproblems
• Procurement of SIP Trunk and halping ISP to test and turn up the SIP circuit.
• Managedcustomerrequestsonadailybasisanddocumentedallservicesperformed
• WorkedondesigningandimplementingtheInboundandOutboundcallscheduleinCUCMclusters
• Design E911 configurations at department level for Cisco Call Manager
• Build and maintain documentation for equipment tracking, returns and acquisitions
• Provided 1st tier support to Users Globally utilizing Cisco Call Manager 11.5.X, Cisco Unity 11.5.X & UCCX 11.6.X
• Provisioned and Supported Existing infrastructure of Cisco Voice Adds, Moves, and Changes to Voice Gateways, CTI Agent, Cisco Switch,T1s, and Call Routing
• Configuring VG 310’s and 320’s for using the fax lines. Postage machines and legacy analog phones.
• Configured various CUCM features (Bulking IP Phones, Route patterns/group/list, Hunt Pilot, Partitions and CSS, Configuring Gateway and VG224,Media Resources, Auto Attendant, and Extension mobility

Confidential, West Virginia

IT Voice Analyst

Responsibilities:

• Provided design, deployment and support for 4 Cisco CUCM clusters, and over 5000+ voice endpoints
• Configured dial plan wif calling restrictions by using a combination of calling search spaces, partitions, translation patterns, dial-peers, translation rules and translation profiles
• Configured H323,MGCP&SIP Voice gateways, and manage end-to-end implementation of Unified communication infrastructure
• Troubleshoot call routing issues using debugs and traces to identify and correct issues
• Developed and maintained support documentation including support guides, knowledge base articles, procedures, and online customer information
• Troubleshoot and update infrastructure for hunt groups and Auto Attendant
• Work and collaborate wif project and operational teams, and 3rd party vendors
• Configuration and troubleshooting of IP Phones and Voicemail boxes on Cisco Unified Communications Manager Express and Cisco Unity Express provided Level 3 support for all escalated issues related to voice and worked wif the business groups
• Co-ordinated wif vendors, technical teams and users for Phone related issues and dispatch hardware’s to Clients
• On-boarding of new voice customers in a fully hosted environment
• Administration and support for 125 agent UCCX Call Center
• Supported and Trained Users on Microsoft Applications, Voicemail Products, and Phone Features.
• Coordinate review meetings wif Carriers to resolve chronic issues and improve work process
• Worked on ITIL Incident, Service, change and problem Management.
• Acted as liaison wif other Teams of WVOT such as TCR, Cabling, etc. to improve service to client
• Administration and maintenance of Non IPT Sites through third party vendors

Confidential

Voice Engineer

Responsibilities:

• Provides day-to-day support, proactive maintenance, and perform independent complex system troubleshooting
• Configure voice gateways, and correct dial-peer issues, hunt groups/lists, and route patterns in CCM
• Install, maintain, and service Cisco desk phones, wireless phones, and all peripherals associated wif Hospital communications.
• Perform daily MACs of phones, voicemail profiles
• Installing, configuring, and troubleshooting of Cisco 7600, 7200, 3850, 3600, 2800, 2600, 2500 and 1800 series Routers, Cisco Catalyst 6500, 4500, 3750, 2950 and 3500XL series switches
• Configuration of Call Handlers and implementing various feature on Cisco Unity (Auto Attendant)
• Configure and update call flow design’s according to client requirements
• Configuration, Testing and Monitoring, of T1 Links
• Using RTMT (Real Time Monitoring Tool) for voice cluster monitoring
• Identifying Available DIDs for business locations
• Configuring Cisco Expansion Modules 7914,7915&7916, Configuring Cisco 7937 Conference IP phones
• Monitored and updated Cisco IP phones and extensions as needed.
• Delivered on-site engineering support and handled specialized IP telephony equipment
• Adding and assigning skill levels for agents in UCCX
• Modifying supervisor’s, resource groups & teams in UCCX
• Worked closely wif Cisco TAC to resolve critical issues in a timely and efficient manner

Confidential

Jr Voice Engineer

Responsibilities:

• Performed moves, additions, changes, and deletions (MACD)
• Enforced policies and standards for network and VoIP systems Provided end user support for VoIP end devices
• Operated and maintained VMware infrastructure
• Troubleshooting complex IP Telephony issues
• Installed, operated and maintained Cisco Uni ed Meeting Place and Cisco Emergency Responder VG350, 3945 routers
• Managed escalations wifCiscoTAC to assist wif resolutions
• Develop and maintain support documentation including support guides, knowledge base articles, and procedures