SUMMARY:

• A professional with over 10 years of telecommunication experience in the Confidential field and Cisco Administration. A proven background of administration, implementation, analysis, configuration, programming, documentation.
• Telecommunication procurement in the form of buying and selling voice equipment strategy to the highest bidder or purchasing Confidential the lowest cost.A strong leadership project management skill to meet project deadlines.Strong hands on technical knowledge of the Confidential platform and Cisco Administration/Cisco Unity skills.
• Utilizing the Confidential Call Copy, EMC Desktop platform, and a strong hands on administration of Contact Center experience, adding agents to Contact Center Management. Working with Lync s screen share with offsite IP Agents and virtual agents. Adds, moves and changes, within the CC Elite Multi - Channel platform utilizing D3 Desktop features, adding new users to CTI (AES).

TECHNICAL SKILLS:

Technical/Programming: Confidential Aura Communication Manager 6.3/ System Manager 6.2 ASA/MSA, Intuity Audix LX, Octel 350, including Modular Messaging voicemail, Aura Messaging voicemail 6.2, Confidential Aura portal 6.0, Cisco Unity Connection Administration, ACD System and BCMS reporting, while possessing an diagnostic skill trouble shooting base. Maintaining a wide knowledge base on numerous Confidential hardware systems (G3si/G3sr, S8100, S8700, S8300, Confidential IP500V2, Cisco Admin), G700 Media Gateway. Programming 2400, 4600, 7900, 9600 phones. Technical supporter/admin BCM50/CS 1000 software4.5, programming users phones, as well as troubling shooting system issues, and ATA from digital to analog platform for fax machines. Admin for NEC MA4000, moves,adds and changes DTerm platform. Utilizing 66/110 block with vendors for installations. A well maintained knowledge base, utilizing CMS, IVR, and Agent Assist, administering Confidential ACD software, accommodating ACD usage, assigning agents to split/skills, hunt-groups, logins, logouts and ACD features, configuring vector call flow, and troubleshooting with resolution. Right Fax Admin, Blackberry Server Admin(BES System), Help Desk protocols utilizing Service Now platform, Clarify, Heat, Remedy and studying basics i3 interactive intelligence

Protocols: Pri/ISDN-BRI, T1's, Vlan, ACD, Conversant, CMS, Dmarc, IDF's, 66/110 block wiring, Pots, CO's, DID and MCK for telecommuter setups, and 3560 Cisco switch, patching via servers or configuring 2900 Cisco routers, Microsoft, and Visio

PROFESSIONAL EXPERIENCE:

Telecom Consultant

Confidential

Responsibilities:

• Assigning Confidential 4600, 9600, 8400 phones, patching for VOIP and utilizing 110 block for Confidential 8400 platform (MACD)
• Trouble shooting all phone issues remotely or taking control of instrument via network login
• Support all Voice mail account users and documentation under Confidential Modular Messaging
• Support the company’s cellular policy, and assist in its’ administration via vendor
• Support Confidential One-X agents, adding new agents, in-house and virtual via Lync desktop screen share
• Utilizing Confidential Aura Messaging
• Adding new SIP users to the Confidential Aura Session Manager
• Support onboarding and terminations
• Adding agents to the NICE platform, assigning to department groups
• Trouble shooting issues with NICE platform on recording
• Adding agents via Cisco Finesse, utilizing EMC D3
• Support Confidential CMS, adding agents, support of split skills, via phone queues, or CMS platform
• Creating agent (s) and supervisor (s) login ID's or user ID's via CMS
• Support for vendor relations and sole contact for carrier service issues, outages and ordering of PRI's, T1's when needed

Telecom Consultant

Confidential - McLean Virginia

Responsibilities:

• Assigning Confidential 4600, 9600 via patching, utilizing 110 for digital
• Troubleshooting all phone issues remotely or taking control of instrument via network login
• Support all Voice mail account users and documentation under Confidential Esna platform
• Support the company’s cellular policy, and assist in its administration via vendors
• Troubleshooting all phone issues remotely or taking control of instrument via network login
• Support Confidential One-X agents, adding new agents, in-house and virtual via Lync desktop share
• Working with the Siemen platform via 110 block, migrating to the Confidential platform
• Working with Call Center agents, moving extension ports from Siemen's to Confidential patching
• Setting up user PC's and patching via Cisco 2900 router
• Setting up and assigning mobile Lumia phones to new user (s)

Freelance

Confidential

Responsibilities:

• Telecom Technician, visiting various companies
• Add new user under the Confidential IP Office
• Correcting hardware IP500, replacing and configuring, MACD
• Troubleshooting Confidential 2420
• Vendor meets

Freelance

Confidential

Responsibilities:

• Working with Shore-Tel Freelance to move voice services from Confidential &T to Verizon

Freelance

Confidential

Responsibilities:

• Working to clean up POTS lines not disconnected from old location
• Working with Confidential &T to remove services
• Creating pivots tables for vendor and carries usage

Telecommunications Specialist

Confidential

Responsibilities:

• Working with the Cisco platform ver. 86.2 VOIP
• Responsible for administration, configuration and implementation of IP telephony users
• Responsible for patching via ports/jack locals utilizing CAT5/6E
• Responsible for all Cisco MACD's via CUCM utilizing the 7900's hardware
• Responsible for administration of utilizing Cisco Unity, password resets, un-locks, attachments to Outlook
• Responsible for trouble shooting phone issues, and resolving
• Responsible for outages via carrier(s), working to get services up in a timely manner
• Ordering PRI's, T1's, all IT Telecom Procurements where needed, for new locations, signing off LOA's
• Traveling to new cutovers, working with carriers to assure connectivity
• Responsible for planning and supervising installations and relocations of telecom (telephone drops)

Senior Telecommunications Analyst

Confidential

Responsibilities:

• Responsible for the day to day operation of the Confidential /Cisco Voice Platform
• Managed all adds, moves and changes for telephony needs
• Provided support for Cisco Call Manager/ Confidential PBX’s in New Jersey and remote sites.
• Provided guidance, instruction, design and support on ACD/Call Center questions, issues and upgrades. Supported Intuity Audix voicemail/unified messaging application.
• Provided support for additional hardware/software working in concert with PBX (T1s, CTI, maintenance upgrades, etc.)
• Writing of all call vectors, VDN's, Huntgroups, Uniform Dial Plans, Routing Patterns, AAR/ARS.
• Manage/monitor the Nice System (adding/deleting agents, and providing system support).
• Handle all 800#/Vanity numbers.
• Working with the Dmarc, using 66/110 blocks, doing necessary wiring and cross-connections for locations.
• Programming all analog/digital/4600/7900 IP phones, Xmobile/EC500 when necessary
• Support all Voice documentation
• Support the company’s cellular policy, and assist in its’ administration
• Share in “on-call” responsibilities
• Support for vendor relations and sole contact

Telecommunications Analyst Consultant

Confidential

Responsibilities:

• Responsible for comprehensive operational support for a voice platform within a large engineering environment, working within Remedy Helpdesk environment.
• My experience includes, but not limited to the Confidential Aura
• Experience include large-scale S8700/S8300 and G700 Media Gateway, Voice Over IP structured cabling and extensive MIS systems and other voice adjuncts
• Responsible for all adds, moves, changes and cross-connection on the TDM Voice platform, and Cisco switches.
• Responsible for all voicemail installations/deletions via Modular Messaging, MACD’s VOIP platform, users on new products and features.
• Responsible for vendor management and supervision
• Maintain voice network documentation including all site diagrams and related documents
• Responsible for generating various reports including system incidents/failures as well as routine performance metrics and health checks.
• Provide call detail administration process support and financial control.
• Reconcile vendor provided services report for businesses and end users.
• Responsible for project implementation support for a wide range of voice technology and systems including digital communications, ACD integration and .
• Responsible for maintaining procedural documentation, process improvement, and continuity of business and audit/compliance