SUMMARY

• Seeking to provide technical and professional services utilizing over 35 years of telecommunications and networking experience.

PROFESSIONAL EXPERIENCE

Confidential, Los Angeles, CA

Voice Engineer

Responsibilities:

• Part of project network team implementing voice migration of newly acquired Fox Users currently on Avaya RED system to Confidential ’s Cisco Voice Network infrastructure in multiple locations.
• Create Design Requirements Document (DRD) and Request Items (RITM) in Service Now for 3rd party support.
• Plan and lead internal and external project communications, ensuring effective exchange of project deliverables to identify, analyze, prioritize, mitigate project risks benchmarking state - of-the-art practices.
• Communicating effectively with both external (Service Providers, Carriers, Vendors) andinternal (Finance, Technology, Operations) customers.
• Maintained and operated ACME/Oracle SBC’s within Network/Voice Infrastructure.

Confidential, Richardson, TX

Voice Engineer

Responsibilities:

• Design and install CUCM, CUC and UCCX for local network VAR needing assistance on Voice Applications.
• Provided 1st Day of Service Support and End User Training.
• Provided Administrative/OS training.

Confidential, San Diego, CA

Project Engineer

Responsibilities:

• Part of a project team (build IT) implementing systems from Cisco Switches, Routers, Firewalls and Windows Servers.
• Design and deploy CUCM, CUC, UCCX, IM & Presence & Informa cast (Singlewire) paging systems all via our Cloud at our San Diego Data Center.
• Provided administrator and end user training to clients.
• Assist with Tier 2/3 Level support to our Confidential group.
• Responsible for the day to day operations, customer issues and requests, and telephone infrastructure, including all telecommunication circuits, local and long distance telephone service, the voicemail system, the call center software and VoIP Session Border Controllers.
• Experience with SIP based communications.

Confidential, San Diego, CA

Voice Engineer

Responsibilities:

• Part of network team maintaining their existing Cisco environment including Unified Communications Manager, Unity Connection and Contact Center Express.
• Implemented a Call Recording application by Calabrio for Agent training purposes.
• Scripted changes when requested for proper management of queues.
• Rolled out 6-Digit Dialing Plan as the Hospital has outgrown its 4-Digit plan.
• Upgraded UCS Servers to current firmware (3.03a) and VMware ESXi 6.0 from 5.0.
• Phased out PRI circuits and installing SIP trunking from COX Communications.
• Day to Day activity of MACD (Moves, Adds, Changes, Deletions).

Confidential, Irvine, CA

Senior Cisco Voice SME

Responsibilities:

• Part of a large team implementing Call Centers for various locations for Confidential throughout California, Georgia and Hawaii.
• Responsible for programming end user phones with BAT into Cisco Communications Manager and voicemails as well as complex menus via Call Handlers and Voice Forms in Unity Connection.
• Managed routing of calls with translations between Cisco Call Manager and Genesys IVR.

Confidential, San Diego, CA

Sr. Systems Voice Engineer

Responsibilities:

• Responsibilities included continuous testing and evaluation of the Cisco Unified Voice network infrastructure (Communications Manager, Unity Connection, Contact Center Express and IM Presence/Jabber) to ensure proper performance and maximum uptime.
• Assisted in the global day-to-day troubleshooting and support of BofI local and wide area Voice networks.
• Basic scripting to manage queues in call center environment within UCCX.

Confidential, Irvine, CA

Senior Cisco Voice SME

Responsibilities:

• Part of a large team implementing Call Centers for various locations for Confidential throughout California, Oregon and Hawaii.
• Responsible for programming end user phones with BAT into Cisco Communications Manager and voicemails as well as complex menus via Call Handlers and Voice Forms in Unity Connection.
• Managed routing of calls with translations between Cisco Call Manager and Genesys IVR.

Confidential, Irvine, CA

UC Voice Engineer

Responsibilities:

• Working knowledge in implementing and deploying Cisco VoIP (CUCM) in a large corporate enterprise solution as well as Unity Connection (CUC), Contact Center Express (UCCX), Emergency Responder (CER) and Unified Presence/Jabber (CUP).
• Experience with deploying Cisco hard and soft phones using the CUCM (Cisco Unified Communication Manager) BAT (Bulk Administration Tool) along with physical deployment of end user devices as well as Attendant Consoles Server Based and Standalone.
• Implementing various Call Handlers and Voice Forms in Unity Connection from basic to complex menus including multiple languages as well. UCCX scripting for Call Center Environments.
• Knowledge of Cisco ISR/ISR2 Voice Gateways.
• Knowledge of VMware implementations and administration.
• Router LAN/WAN circuits; PRI, T1 CAS, MPLS, T3, FXO, FXS.
• Working knowledge of SIP, MGCP, H.323, QOS and SCCP protocols as well as Netformx for Presales and BOM creation.

Confidential, San Diego, CA

Lead VoIP Engineer

Responsibilities:

• Supervised 5 Jr. Engineers during a major upgrade to telephony system.
• Migrated 4,000+ users from legacy Nortel Option 81 PBX to Cisco VoIP Platform including Cisco Communications Manager, Unity Connection and Contact Center Express.
• Provided day to day changes and additional software upgrades as needed during duration of project as well as end user training for Doctor’s and staff.