OBJECTIVE:

• In pursuit of a career that offers opportunities in a challenging environment, to improve upon acquired skills.

TECHNICAL SKILLS:

Operating Systems & Software: Cisco Unified Communications Manager 10x Cisco Unity Connection 10x Cisco Unified Contact Center Cisco Unified CM IM and Presence 9x Cisco Telepresence Management Suite Cisco Agent Desktop/Finesse Cisco IOS Windows Server

PROFESSIONAL EXPERIENCE:

Senior Voice Network Engineer

Confidential

Responsibilities:

• Cisco Unified Call Manager and Cisco Unity Connection administration and implementation
• Cisco voice gateway/router administration and configuration
• Cisco analog gateway VG224/VG310 configurations
• Experience with configuring and troubleshooting communications protocols such as H323, SIP and T1
• Experience with configuring and troubleshooting dial peers, SIP registration, SIP trunking
• Experience with route pattern and dial plan configuration and troubleshooting
• Advanced knowledge of Cisco VoIP networking equipment and software
• In - depth knowledge of Cisco CUCM, Unity Connection Voice messaging system and other Collaboration applications
• Hands-on experience with Cisco Routers and Voice Gateways
• Solid understanding of TCP/IP network protocols, including common application protocols
• Experience with Cisco UCS, VMWare ESXi
• Demonstrated ability to systematically troubleshoot problems in complex systems
• Experience supporting IP-based voice and Video systems

Senior Network Administrator (Voice)

Confidential

Responsibilities:

• Provide daily support for Communications Manager, Unity Connection, IM&P, Video Communications Server and other Collaboration services.
• Configured endpoints (9951s, 9971s) to Communications manager and also configured voicemail boxes and CSF profiles for the Jabber client.
• Configure Tandberg devices using the Cisco TMS; EX60/90, C40s, MX200s/300s, SX20s.
• Upgraded firmware for endpoints registered to the call manager and kept the TFTP servers updated.
• Kept firmware for other devices and servers updated.
• Added route patterns as needed to route calls properly or block calls as needed.
• Configure PLAR
• Configure 3rd party SIP endpoints/devices.
• Configure SIP trunks to other systems.
• Respond to RTMT alerts that are setup and escalated to Cisco TAC when needed.

IP Telephony Analyst

Confidential

Responsibilities:

• Responsible for the administration and day-to-day support of Cisco VoIP related products deployed in the Confidential Enterprise
• Extensive experience administering and supporting Cisco Unified Communication solutions including Unified Communications Manager, Unity Connection and Contact Center.
• Provide day-to-day support for Cisco Call Manger, Unity Connection and Cisco Contact Center.
• Administer and support Cisco Unified Communications solutions that accurately reflect the customer stated objectives.
• Manually add phones to the Call Manager using MAC addresses.
• Configuring Hunt Pilots, Hunt list and Line groups.
• Digit manipulation using Translation pattern and Route patterns.
• Adding lines and speed dials to a phone, configuring Directory Numbers.
• Assign Calling Search Spaces to phones and lines.
• Apply Music on Hold using the Bulk Administration tool.
• Manage users’ options access to manage their own telephony device.
• Create and manage Client Matter Codes.
• Create users’ voicemail boxes using the Cisco Unity Connection.
• Reset voicemail box passwords, unlock accounts and setup self-enrollment.
• Clear MWI for users’ voicemail box when the MWI is stuck.
• Create and manage call handlers, call transfers and enable/disable voicemail greetings.
• Manage and configure all analog and fax lines.
• Provide support for Confidential t room televisions and phones.
• Provide support for the Hospitals cable TV channel receivers.
• Manage and support the Hospitals wireless paging system that is integrated with Unity Connection.
• Provide support for the Hospitals overhead paging system.
• Provide support for the Hospital carry-on pagers.
• Configuring ACD using the Cisco Contact Center.
• Manage Cisco Call Manager and Unity Connection using the CLI.
• Generate reports on phone usage and call volume.

PC/Network Specialist

Confidential

Responsibilities:

• Install various operating systems, Microsoft products and commercially available over-the counter software for end users
• Manage multiple priorities to adapt quickly to changes in the production environment
• Resolve and escalate trouble calls/support requests via telephone Web
• Support the acquisition and inventory of hardware and licensing of software
• Provide over-the-shoulder and assistance to end users on desktop operations including logging in, setting passwords, re-booting, creating new accounts, basic and advanced operations in MS Office suite and other end user software
• Provide technical support and troubleshooting to users using Active Directory, Meditech and the Horizon suite of products
• Participate in other projects to come out with desired results within specified time-lines
• Provide occasional on-call support after normal business hours about VPN connectivity from end users
• Provide remote assistance and troubleshoot external connectivity problems coming from physicians trying to connect to our network, with the help of WebEx
• Configure Blackberry mobile phones on the Blackberry Enterprise Server, other mobile devices as well as tablets as needed for email access.
• Configure, troubleshoot and provide support on HP and Ricoh printer related issues
• Configure and troubleshoot label makers, med scanners, pagers and other hardware devices
• Setup and configuring Cisco IP phones using the Cisco Unified Call Manager Administration
• Replace motherboards, CPU fans, power supplies, hard drives and other PC components for Dell computers and laptops
• Respond to McAfee ePO alerts for infected computers by getting them scanned or re-imaged and also making sure computers are constantly being monitored

Customer Account Executive

Confidential

Responsibilities:

• I provided first level support to customers over the phone for services which included, cable, internet home networking and phone service using various ticketing and troubleshooting tools
• I assisted customers in setting up service and also provided service upgrades over the phone
• Setup customers for home networking remotely by logging into equipment and configuring wireless security
• Educated customers adequately on how to prevent future problems with their services and also introduced features and service updates
• I provided customers with detailed account information regarding billing, scheduling of trouble calls Ensured proper documentation of tickets with the use of ticketing system to help ease resolution of similar occurrence in future
• Rebuilt accounts in the event of trouble with service to include new features
• I provided customer on new features and services
• I reached out to dispatch to inquire about a technician’s late arrival
• Assisted with floor support in the absence of supervisors

Customer Support Representative

Confidential, Virginia

Responsibilities:

• I provided over the phone, first level Help Desk support to Federal Government agencies such as: DOJ, DOL, DHS, amongst others for the portal
• I reset user passwords using the rmation ticketing system after thoroughly verifying user identity and PIN
• I assisted end users with getting familiar with the new layout of the portal
• I assisted end users with releases in the event an end user was not able to print out a of completion
• I guided end users through clearing the Internet Explorer cache and cookies to provide a noticeably enhanced browsing experience
• I escalated end user issues to tier 2, opening tickets and gathering required information in the event completed modules did not reflect as completed

Customer Service Representative

Confidential, Georgia

Responsibilities:

• I provided tier 1 support to Verizon Wireless customers during the acquisition of Alltel
• I provided billing support, answering questions, itemizing bills and suggesting possible solutions to meet customer needs
• I assisted with upgrading the customer plans
• I assisted with mobile device upgrades and directed customers to appropriate contacts in the event of a third party warranty provider
• I provided end users with device support by walking customers through hard resets and unlocking international mobile devices
• I assisted customers with credits and adjustments
• I escalated unresolved software and network issues to tier 2 accordingly

Customer Support Analyst

Confidential, Georgia

Responsibilities:

• Provide first level support to external customers in a help desk environment, resolving customer reported difficulties on all elements of service, including but not limited to E-mail
• Provided customers with clean install and upgrade support on a Windows platform for a three year version bracket of the registered Peachtree software, utilizing online resources such as the knowledge base to resolve customers issues
• Created logs about customer issues, difficulties and resolution on the Scopus ticketing system
• Walked customers through upgrading from previous versions on stand-alone, peer-to-peer, and client-server environments; creating shares and setting permissions, using the System Configuration Utility to disable services
• Walked users’ through resetting their passwords
• Perform various data accessibility and reliability tests
• Consult with tier II as needed for problem resolutions and escalating calls appropriately