SUMMARY:

• Subject Matter Expert level experience in Telecommunications specializing in Professional Services, Senior Consulting Engineering and Pre - Post Sales support.
• Professionally trained and certified on most Unified Communications platforms like Cisco, Sonus/Ribbon, Avaya, Hybrid Cloud services.
• Extensive Call Center call flow, scripting design and implementation skills using Confidential, Cisco Contact Center Express
• Experience with AWS and monitoring/governance tools like Cloud Watch, Cloud Trail, VPC, Flow Logs,
• Strong troubleshooting skills isolating issues like latency, jitter, one way audio, SIP and H323 registration
• Proven success at customer facing scenarios along with experience providing executive level summaries and presentations on root cause and network traffic study analysis.
• Developing detailed Design Guides, Scope of Work, Replying to RFP’s, performing Proof of Concept Testing and Operational Readiness testing on all things Unified Communications related.

PROFESSIONAL EXPERIENCE:

Confidential - St. Louis MO

Advanced Services Engineer

Responsibilities:

• Troubleshoot SIP and H.323 signaling, call flows, media, etc for Hybrid Unified Communications platforms
• Handle all escalations from the Tier I and Tier II support team on issues relating to Firewalls, Ports Protocols, O365, SfB, MS Teams and Azure related issues.
• Provide PreSales support for all CaaS products (Starleaf Cloud and Teamline)
• Develop detailed reports with Customer Success that shows analysis of call volumes and account history using ServiceNow and SalesForce.
• Coordinate with Dev Ops to raise bugs and fixes within internal products and applications and conduct replication testing as needed.
• Review Call and Sys logs and Root Cause Analysis
• Helped grow the US Support team by interviewing and hiring candidates. Helped with and OnBoarding
• Help troubleshoot and determine InterOp issues across multiple competitors platforms (Zoom, WebEx, Plex, BlueJeans)
• Provided Onsite Sales Support for Pre and Post Sales opportunities helping secure 6 of the largest accounts in the US

Confidential - St. Louis MO

Consultant ATC2

Responsibilities:

• Perform High and Low level Designs of the customer voice networks and call flows.
• Implement SIP Transformations for client remote and Data Center locations
• Document the SIP design guide in an industry leading format to provide the customer a detailed look into their design, configuration and specific details regarding their voice network and call flows.
• Present oneself as Subject Matter Expert on all things voice related regardless of the voice manufacturer or system OS
• Lead Project implementations and provide support as the highest level of escalation on all voice related questions and issues.
• Contribute to the AT&T Community of learning providing papers, lab examples and oral presentations to peers and potential clients.
• Deployed systems across Cloud platform like AWS, VMware and Cisco VIM
• Designed Scripting for large Enterprise Call Centers using Confidential, Cisco CCE/X

Confidential - Midvale, UT

Sr. Voice Engineer

Responsibilities:

• Maintain & Upgrade the Sonus ASX, SBC5200, 7000, GSX9000, EMS, DSI and Netscore and Broadsoft
• Implemented a central routing design for the new Hong Kong SBC5200 from the embedded ERE to the PSX
• Perform new SIP, T1, DS3 builds for Peers and Customers to include Trunk Groups, Routing Labels, Standard Routes, Signaling Profiles, DNIS requirements, ACL requirements and various media customizations.
• Troubleshoot all voice call flows using Network Analyzer tools like Empirix along with the raw and formatted CDRs
• Develop complex call flows and scripting models for large enterprise customers.
• Contributor to the board of Engineers who review and approve network changes on the voice network to minimize customer outages.

Confidential - Westford, MA

Special Services Systems Engineer

Responsibilities:

• Deploy, Install and Upgrade the Sonus Policy Server, Signaling Gateways, Signal Transfer Points and Session Border Security products.
• Work on corporate initiates improving product stability and reliability
• Coordinate with Project resources to meet deadlines and over deliver on customer expectations
• Read and Interpret Design Guides and Plans to build and apply system configurations.
• Provide overflow to other departments and effectively work within a globally displaced team.
• Perform SVT, EC test plans for products and services that include installing OS, fault and element management, Call Flow testing, syslog and CDR analysis

Confidential

Sr. Resident Engineer

Responsibilities:

• Provide real time support to customer’s NOC Tier3 and Voice Engineering teams on Sonus Softswitch, Border Switches, SS7 Gateways and Element Management devices and servers.
• Effectively communicates both written and verbally with customer’s Director and Executive level management about network enhancements, current issues and any information directly related to the Sonus product offering.
• Troubleshoot and debug complex routing, signaling and hardware issues, frequently referencing various RFC’s.
• Build complex policy and signaling translations, digit and parameter manipulations.
• Perform software upgrades and patches to meet customer SLA’s and prevent customer impacting network events.
• Provide trending analysis on call statistics, licensing, MOS and other voice quality stats and indicators.

Confidential - Kansas City MO

Managed Services Engineer

Responsibilities:

• Performed complete “turnkey” VoIP implementations using UCCM, Siemens OpenScape, Hi Path systems, IPCC
• Provided Data Collection and inventoried various networks (SAN,LAN,WAN ) during acquisitions and migrations
• Participated in deployments of Enterprise and DOD contractor networks that included Cisco Contact Center Enterprise and Express, Unity, Call Manager and various VG configurations.
• Handled system reviews and provided detailed optimization and standardization summaries for UCCE and UCM networks.
• Participated in MPLS migrations that involved various LAN scenarios for hundreds of global remote locations
• Conducted detailed network assessments using various tools and methods to determine utilization, configuration, and functionality to support voice, video and critical applications.