SUMMARY:

• An accomplished Information Technology professional with comprehensive experience at Fortune 500 companies in global multi - site, multi-host, and networked environment. Highly knowledgeable in all IT areas as well as business principles and processes. An understanding, innovative individual who has an excellent sense of teamwork to get results by instilling commitment, trust, fairness, and loyalty. Excellent interpersonal skills in communicating key data to employees, customers, and suppliers.
• Project, Problem, Change, Incident, and Patch Management
• Telematics/IT Architect, Design, Integration, Test, Implementation, Deployment
• Team Lead,, Coach, Supervision
• Telecom/Network Project Lead, Support
• Cisco, Ploycom, Life Size A/V Support
• IT System Installation, Configuration
• Customer, Product, Suppliers Support
• IT System Admin, Support, Upgrade
• Vendor Management/Qualification, Selection
• Circuit order, Provision,TurnUp,Testing
• Procurement, Contract/Price Negotiation
• HelpDesk Service, Troubleshooting
• Asset, Inventory, Invoice Management
• Process/Operation Documentation

TECHNICAL SKILLS:

Telecom/Telematics: Cisco Voice Portal(CVP), ICM/UCCE/UCCX Scripting, CallManager(CUCM), WebEx, Router/Switch, Unity Connection(CUC), CUBE, Presence(CUP), IPT, Voice/Video Encryption, SwitchView, Avaya/Nortel (Communication Manager, PBX, ACD, Aura CM/Portal/ContactCenter/Voice Portal), Symposium, CallPilot, CS1000E, CTI, IVRS, Voice Gateway, VOIP, Work Force Management/Forecast, QM, CRM, Genesys, CCPulse, IWS, TAPI

Networking: TCP/IP, FTP, Ethernet, Enterprise voice network, VPN, VLAN, ELAN, CLAN, SMB, IPP, LPR, LPD, LAPD, Telnet, SSH, DHCP, DNS, TCIP, UDP, RTP EIGRP, OSPF, H323, Q931, 802.1q, HTML, HTTP, MGCP, SIP, SCCP, TFTP, SMTP

Software/Hardware: C/C++, MS Visual C++, MFC, VB, MS.Net, MS PowerShell, SQL/C, Visio, VXML AutoCAD, Java/Script, Crystal Report, VXML, SAP, Client/Web Server

Other IT System: Oracle, Sybase, SQL, Syntellect, Novell, Service Now, Remedy, Nice, Converse, Witness, Verint/Aspect WFM and QM, Eyretel, Dictaphone, Polycom, LifeSize, Cisco A/V, MS-AD, Symon, Linux, Unix, Citrix, NT

PROFESSIONAL EXPERIENCE:

Confidential, Fairfield, CA

Cisco VOIP Engineer

Responsibilities:

• Responsible for implementing, configuring and integrating CVP and UCCE 9.x solution components
• Designing standardized CVP and ICM call flows following Cisco best practices
• Configuring ingress gateways and VXML gateway based on requirements
• Configuring Cisco CUBE and SIP in the Telematics application design
• Configure and troubleshoot IVR and TTS applications
• Enhance and perform bug fixes to Java applications that interface with CVP/IVR components to achieve custom call flows for Telematics applications
• Perform UAT and integration testing
• Work with infrastructure/networking teams to design new functionality and troubleshoot issues
• Manage application support vendor to provide technical guidance
• Create overall design and architecture for new features

Confidential

Telecom Engineer/Vendor Management

Responsibilities:

• Experience in global multi-site enterprise deployments
• Experience in LAN/WAN, Call Routing, Dialing Plan, global data and network circuit and PSTN management.
• Deployed, implemented the WebEx conference system to replace AT&T Connect and save $15k/mon.
• Deployed 120 Cisco VOIP phones for a business unit to use the new support features and improve SLA.
• Upgraded and deployed the Cisco Call Manager and Unity VM for better communication within Company around global sites and cut circuit usage cost to $18K/mon.
• Migrated voice network from PRI to SIP and saved $25K/mon in equipment, circuit and usage charges.
• Config, Admin, trouble shooting, and support Verint system and keep business units operation smooth.
• Implemented effective vendor management skills to improve respond time and service SLA.
• Daily work with vendors, engineers in upgrade, installation, deployment, disconnect, circuit provision, schedule/oversee project progress and ensuring the project was delivered within business requirements and corporate standards.

Confidential, Santa Clara, CA

Project Lead/Telecom Engineer

Responsibilities:

• Experience in trouble shooting and manage Cisco IOS, TCP/IP, VLAN, Trunking routing.
• Decommission IT service in 150 people site ahead schedule to avoid real estate rental penalty.
• Deployed Cisco Call Manager, VOIP, Voice Gateway, Unity VM to 450 agent site well ahead schedule.
• Deployed a LifeSize AV system to business unit to enhance the live meeting and communication.
• Kept all Telecom voice system up time at 99.9% to earn the customer service rating AAA+.
• Created admin and troubleshooting documents for all Telecom systems to helped team better operation.

Confidential, Las Vegas, NV

Project Lead/Telecom Engineer

Responsibilities:

• Used project lead skills to deploy 600 VOIP phones to a new site 3 days ahead the schedule.
• Use AutoCAD and Visio to create the service documents for easy read and understand the services.
• Improved the call Center routing in 4 sites that help customer service to cut the answer time.
• Produced all telecom system documents for team, operation, and legal obligation.

Confidential

Sr. System Engineer

Responsibilities:

• Designed skillset base call center for 250 agents by using fewer agents but answer more calls.
• Upgraded and deployed a VOIP Nortel PBX to replace the traditional Nortel PBX.
• Developed DR CallCenter to handle business transaction during disaster in one of 3 Call Center sites.
• Developed Service Desk call center to improve the efficiency of operation and reducing staff by 20%.
• Deployed Verint/Witness call recording system reducing call search time and resource by 10 to 1.
• Migrated the Aspect to Nortel call center without affecting the normal business for all divisions.
• Developed Syntellect IVR system to replace agents and reduced the service cost by $1 million a year.
• Developed business report that SQL data from Contact Center and mainframe sale information to provide effective information for management to make informed business decisions and products sale.
• Implemented and integrated Aspect call center, Nortel PBX, Meridian VM, Eyretel digital recording.