Network Voice Manager Resume

SUMMARY

Dedicated problem solver with attention to the needs of the client.
Accustom to working under pressure.
Experience working with the financial, legal, and management environments.
Has a genuine “Can do” attitude.
Effective time management, multitasking, and documentation abilities.
Skillful diagnostic, design, and implementation abilities.
Considerable customer support training and background.
Trained and experienced in many aspects of security
Works well in autonomous and team environments while keeping the clients goals in mind.

TECHNICAL SKILLS

Operating systems: Windows 2000 (Adv. Server, Server & Professional), Windows XP, 7, and 10, Windows 2003, 2008, 2012 Server, Linux, Unix, and Cisco IOS.

Application familiarity: Outlook, Exchange server (5.5, 2000, 2003, 2010), SQL, SMS, PC Anywhere, Citrix Metaframe, PAL, VPN, IIS, NTOP, RANCID, Sidewinder, Safeword, Radius, Cisco Call Manager (3.3, 4.1, 7.X, 8.6, 10.5, 11.5), Call manager express 3.,4.,7., Unity (Unity 4.X, 5.X, 8.X, 10.X) IPCC/UCCX (4.X, 7.X, 8.6), Wireshark, Shoretel (9.X, 10.X), Websense, UCCE, Microsoft Office 2003, 2010, 2016 (Excel, Power Point, word, Visio),VMware (4.5, 5X), Amazon AWS, Oracle SBC(4500, 6300), Oracle ECM

Programming Languages: Python 2.7, 3.X, Visual Basic, Bash, SOAP/AXL, Tcl, mostly used for Network automation tasks and deployment tasks.

Protocol Suites: Microsoft Windows TCP/IP, IPX/SPX, NetBEUI, Net BIOS, and most routing protocols (RIP, IGRP, OSPF, EIGRP, BGP), PPP, Frame - relay, ATM, ISDN, MPLS, IPV6, H323, T1 CAS, ISDN PRI, NFAS.

Hardware: More than 20 years background experience in IT. Including assembly & repair of Desk Top and laptop based machines(to include Toshiba, IBM ThinkPad, Compaq/HP, and Dell), Cisco 1900, 2500, 2600, 2900, 3500, 3600, 3700, 3800, 3900, as5200, as5300, and 7200 series switches and routers, as well as Cisco 78XX H series Servers (Cisco Call Managers) and Cisco C- 2XX M series UCS chassis. Symbol 3000 and 5000 series switches and wireless devices, Nexxus (5000, 2000).

PROFESSIONAL EXPERIENCE

Confidential

Network Voice Manager

Responsibilities:

Provided SME guidance in evaluating the current state of health of the environment prior to take back.
Created a preventive maintenance schedule, which enabled the business to better manage the health of the VoIP environment.
Implemented a daily health checks routine that was used for operational readiness assessments in daily team calls
Analyzed and assessed Smartnet coverage and maintenance charges which led to the discovery of overhang costs, which in turn the vendor reduced the buyback amount by more than $100,000.
Designed and implemented a training program utilizing both offsite training and in house lunch and learns to foster an environment where the level 2 MACD technicians had the opportunity further their careers and providing future 3rd level engineers to the company by promoting from within the organization.
Interviewed and hired 3rd level support engineers to fill open position on the team.
Created change requirements documentation, which outlined what activities required changes needing CAB review and which were MACD related and did not need CAB review. This led to better insight to what changes the vendors were making and led to a better managed state for the overall environment.
Identified and framed the requirements to bring take back voice gateways into compliance with info sec and network standards.
Remediated BASH security vulnerability on all affected Cisco platforms brought back, to include Cisco Prime.
Identified and led efforts to upgrade all CUCM clusters to the same version prior to take back. Outlined required steps and process that resulted in zero impact to the end user community.
Managed a staff of 16 engineers between the Campus, Call Center, and Bank environments.
Developed the detailed Change document outlining what required change controls and what was considered macd work, thus bring the voice area into a more compliant state than previously managed by the vendor.
Over saw all change controls from 3rd level voice operations and reviewed for completeness and accuracy.
Many other achievements were had while at Confidential not listed for the sake of brevity.

Confidential

Lead Voice Engineer

Responsibilities:

New site design, configuration, and implementation.
3rd level support with Cisco Call manager 7.1,Unity 8, UCCX 7, H323 voice gateways (Cisco 28XX,38XX,29XX routers and VG224's configured with SCCP)
VoIP configuration for the Fast Fax FoIP project.
New updated UCCX scripts for the various call centers.
Upgrade the Shoretel infrastructure to a more stable code.
Provide next steps for telephony environment to reduce costs, simplify support and design concerns, and environment upgrade path.
Advised on needed QoS changes for the entire network environment for both the LAN and WAN infrastructure.
Provided knowledge transfer to the offshore voice team as well as recommend training requirements based on evaluation of the members.

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