SUMMARY:

• To obtain a role within an organization as a Senior VOIP Engineer where my exceptional troubleshooting, problem solving, communications and teamwork skills will contribute to the organization’s profitability and growth.

EXPERIENCE:

Confidential

Sr. Cisco VOIP Engineer

Responsibilities:

• Configuring and Managing POTs andVOIPDial - Peers.
• Performed day to day support of Cisco Call Manager version 9.1 cluster.
• Configuring and Managing Voice Protocols: H.323, MGCP, SIP, and SCCP.
• Configuring Route Group, Route List, Route Pattern, CSS and various services within Cisco Call Manager.
• TroubleshootingVOIPrelated issues related to call manager, IP Phones and voice mail.
• Configuration, Managing and TroubleshootingCiscoVoice Gateways 2821, 3825, 3845, 3945, VG224.
• Working withCiscoTechnical Assistance Center (TAC) to resolve various obstacles.
• Worked on HP Support Manager to keep track of daily incidents, and trouble tickets.
• Supported Concord Fax product for IP faxing solution.

Confidential

Sr. Cisco VOIP Engineer

Responsibilities:

• Day to day support of Cisco Unified Call Manager 9.1 and Call Manager Business Edition.
• Assisted, implemented and performed day to day troubleshooting/maintenance of Unity Connection 6.x/7.x.
• Experience troubleshooting TDM, Voice Gateways (VG2XX).
• SetupCiscoIP Phones,UnityVoicemail, andCiscoAgent Desktop /Supervisor Desktop software.
• Support of H.323, SIP, MGCP and SCCP protocols on Cisco Voice Gateways
• Worked with 3rd party vendors to turn up circuits on Voice Gateways heavy emphasis on POTS Lines, PRI’s..
• Configured router side translation rules, dial peers, and conferencing resources.
• Provided junior engineer and customer mentoring for problem resolution.
• Worked as part of a team to support day to day voice activities.
• Resolved ticket escalations for Call Manager, Call Manager Express,Unity Connection&Unity Express

Confidential

Sr. Cisco/Avaya/Siemens VOIP Engineer

Responsibilities:

• Provide day to day support, installation, and maintenance of Coca-Cola telecom infrastructure.
• Cisco Unified Call Manager (CUCM 8.5) daily administration, troubleshooting and support.
• Cisco Unity Connection 8.5 Voicemail daily administration, troubleshooting, and support.
• Support of H.323, SIP, MGCP and SCCP protocols on Cisco Voice Gateways
• Trained telecom staff and management on Cisco Call Manager 8.5.1 Administration.
• Maintained Telecom Ticket Queue and ensured timely resolution of tickets from assignment to completion.
• Worked on Cisco 9951, 8945, and IP Polycom devices.
• Worked with telecom carriers accountable to resolve systemic issues, bugs and telecom circuit issues.
• Performed moves, adds, and changes, incident management and resolution on Siemens Hicom, OSV, 4K, and 3k systems.

Confidential

Sr. Cisco/Avaya VOIPEngineer

Responsibilities:

• Installation, administration, and configuration of Cisco Unified Call Manager CUCM/CMBE(Business Edition).
• Installation, administration, and configuration of Cisco Unified Call Manager Express 8.6.
• Maintained Telecommunications Ticket Queue and ensured timely resolution of tickets from assignment to completion.
• Configuration of Cisco UCS servers through virtual platforms using VMware vSphere client.
• Avaya Communication Manager S8700 media gateway administration both local and remote.
• Avaya Modular Messaging voicemail account administration.
• Worked and assisted on tickets via BMC remedy ticketing system.
• Supported Kochs global telecommunications infrastructure.

Confidential

Cisco/Avaya IPT Project Engineer

Responsibilities:

• Cisco Unified Call Manager (CUCM 8.5) daily administration, troubleshooting and support.
• Cisco Unified Communications Express (UCCX 7.0) remote administration, configuration, and support.
• Cisco Unity Express Voicemail (CUC 8.5) administration of accounts, password resets, voicemail forwarding config.
• Avaya Communication Manager S8700 media gateway administration both local and remote.
• Avaya IntuityAudix Voicemail platform configuration of accounts.
• Performed daily MACDs (moves,adds,changes) of users from the Avaya platform to the Cisco VOIP solution.
• Trained end-users on the proper usage of their new devices and provided documentation for further support.
• Supported helpdesk through HEAT support ticketing system, used to log trouble tickets, from opening to resolution.
• Maintained strong relationships with 3rd party vendors(ATT, Verizon, Qwest) on new circuit orders, DID request, and 800# ordering.
• Serves as the technical lead for voice systems technology while providing mentoring and to team members.
• Supported multiple Confidential Sites for remote system installation, support, and voice service delivery hardware.

Confidential

Senior Avaya/Cisco IPT Project Engineer

Responsibilities:

• Cisco Unified Call Manager (CUCM) administration, installation, troubleshooting, and support.
• Cisco IPT Call Center Agent Phone devices and desktop sets.
• Cisco Unified Call Manager 7.1user moves, adds, and changes.
• Cisco Unity Voicemail 5.0 setup and configuration of users accounts.
• Cisco Unity Express Voicemail 7.1 administration of user voicemail accounts.
• Configuration of Cisco 7940, 7941, and 7960 desk sets.
• Administered and support to call center agents, managers, and administrative staff on Cisco devices.
• Daily administration of Cisco/Avaya Call Center Agents.
• Avaya Communication Manager S8700 media gateways and G3Si serveradministration both local and remote.
• Avaya IntuityAudix Voicemail platform configuration of accounts.
• Avaya CentreVu CMS (Call Management System) Rel 14 administration and user account setup.
• Avaya ECAS server configuration and account setup.

Confidential

Avaya Telecom Analyst

Responsibilities:

• Performed daily administration on Avaya CM 5.0 and 8730/8500/8300 media gateways.
• Provideddaily technical support by assisting end users with telephone and voicemail questions and concerns.
• Responsible for all move, adds, and changes related to desk side voice solutions.
• Responsible for the configuration and setup of Analog, Digital and VOIP desktop phone sets.
• Setup and configured Polycom Video conferencing units to communicate over the network via H.323.
• Maintained Telecommunications Ticket Queue and ensured timely resolution of tickets from assignment to completion.
• Basic administration of Avaya Modular Messaging, Octel, and IntuitiyAudix voicemail platforms.
• Basic administration of Avaya CentreVu CMS (Call Management System)Rel 15.
• NICE call recording administration and installation.
• Identified cost saving technologies and processes as appropriate over the voice network.
• Assisted on network upgrade and migration to a full failover Unified Communication Solution.

Confidential

Cisco Voice IPTProject Man ager

Responsibilities:

• Managed Cisco Implementation project through all phases of project life cycle - analysis, design, development, testing, implementation, and post-production support.
• Maintained accurate and detailed documentation and system information for multiple Cisco Voice IPT installation projects.
• Responsible for problem resolution dealing with system installations including coordinating with customers, other employees as well as other field installers.
• Developed project schedules, facilitated project meetings, and tracked project through completion.
• Submitted weekly status reports and updates to management summarizing completed projects/tasks by the team.
• Facilitated and hosted weekly project conference calls with managers, technicians, clients and vendors.
• Responsible for problem resolution by functioning as a liaison between the organization IT department and the customers.
• Manage project resources to ensure tasks were completed on time and minimized obstacles and risks
• Responsible for problem resolution by working as a go-between our company and our clients, including coordinating with our Service Manager, as well as other field installers.
• Responsible for ensuring the completion of assigned task to engineering team, providing technical documentation for the adherence of departmental procedures and processes.
• Developed field relationships to enable communication and obtain credible field logistics operational information.
• Established and maintained relationships with strategic suppliers throughout the duration of the project.
• Supervised technicians during project to insure that task were completed on time and under budget.

Confidential

Cisco IPT Project Engineer

Responsibilities:

• Managed project costs, schedules, resources, to ensure success of the project.
• Maintained communication with stakeholders at multiple levels, including those external to the organization.
• Provided instruction and coaching to technical project team
• Worked with customer to identify needs and develop project to accommodate
• Facilitated communication with external vendors on hardware and software issues
• Managed post go-live support by ensuring support team tracked events, opened request, and completed incident resolution through Magic ticketing system.
• Performed daily administration and addition of user accounts in Cisco VOIP Unified Call Manager 6.1.
• Managed, configured and setup user accounts/distribution list in Cisco Unity 5.0 Voice Mail.
• Created and deleted user profiles within Microsoft Active Directory Windows XP 2003 Server.
• Setup and configured Cisco VOIP 7975 phones, 7914 Expansion modules, and VOIP Polycom devices.
• Worked with outside vendors on hardware and software issues with equipment.
• Administered moves, adds, and changes request throughout the business routinely per ticket request.

Confidential

Avaya Telecom Analyst

Responsibilities:

• Responsible for maintenance and troubleshootingon Avaya S8710, S8500 and S8300 servers running Communication Manager 4.0 environment, supporting Analog, Digital, and VOIP stations.
• Demonstrated ability to perform complex program changes on Avaya 8710 PBX and Modular Messaging Servers.
• Responsible for all moves/adds/changes within various business departments throughout Confidential campus.
• Demonstrated ability to provide hands on maintenance, installation, support, and troubleshooting of Avaya PBX system.
• Call management systems (CMS R14), call recording systems and call accounting systems (Witness/Verant) including patch management, firmware upgrades, etc.
• Responsible for audio and video(screen capture) of call center agents on Witness 7.7 platform.
• Implementation and testing engineer of multiple Tandberg Video Conferencing units.
• Configured Tandberg Video Conferencing units throughout all network regions using H.323.
• Configured Microsoft Exchange email accounts on desktops to work with modular messaging.
• Responsible for Good Mobile Server and Blackberry Exchange Server administration and management.
• Handled inventory, ordering and issuance of wireless devices; Treo, Blackberry,AirCards and other mobile devices.
• Daily work load was created, opened, closed and d through Magic ticketing system.

Confidential

Senior Avaya Telecom Anal yst

Responsibilities:

• Performed administration and programming on the Avaya 8700, G700 and G650 PBX switches.
• Performed daily moves, adds, and changes on Voice Mail (Intuity/Audix and Octel) systems.
• Administered Avaya Call Center Management System and CentreVu (CMS) Supervisor.
• Worked with the NICE 8.8 Call Recording System, maintained and performed system administration and backups.
• Installed digital/analog phone sets; 6408D+, 6416D+, 6424D+M, 603F1 Call Master sets.
• Configured and installed IP Softphone on client desktops and VOIP phone sets throughout the network.
• Managed the Tandberg Video Conferencing network.
• Configured and setup Tandberg Video Conferencing carts to work over H.323.

Confidential

Radio Supervisor

Responsibilities:

• Operated various AM, FM, HF, VHF, and UHF digital radios, transmitters, and ancillary equipment.
• Maintained the proper operation, accountability and serviceability of all equipment.
• Managed and trained over 200 infantrymen on the proper setup and operation of FM, AM, multi-channel and digital radio equipment and their corresponding antennas.
• Designed and trained classes on proper troubleshooting techniques.
• Responsible for overseeing and correcting all wiring communication set-ups while on numerous operations, including cabling and operational problems.
• Established command centers, antenna sites, and UHF/VHF radio vehicle locations while out on numerous operations.