SUMMARY:

• Over 24 years of telephone network management experience, assisting in the planning design, implementation and testing of communication infrastructure and migrations.
• This includes installing, configuring, maintaining, supporting, and optimizing Legacy, IP, VOIP and SIP telephone systems, and voicemail infrastructure.
• Expert in Contact Center design and configuration of Vectors, Expert Agent Selection (EAS), IP Agents and Call Routing applications in multi IP/PBX environment.
• Strong background in analyzing, troubleshooting and resolving telecommunications circuits such as: ISDN, QSIG, H.323, T - 1, IP and SIP.
• Extensive hands on experience with Interoperability configuration testing of various Vendor Products and Service Provider’s Network in the Lab environment. Document test findings and write Test Plans and Application Notes.
• Contribute, assist and provide peer view for automation test strategies.
• Eye for detail, strong analytical skills effectively communicate and collaborate with end users, vendors, business partners, upper management, team members and customers to resolve any issues and challenges.
• Team migrated 400K Confidential Residence lines in 2015
• Successfully completed and closed 1000 requests and incidents in less than 5 months
• Migrated 16 TDM/VOIP sites to SIP via MPLS for Anheuser-Busch ( Confidential St Louis)
• Completed 80% of the total volume of Confidential ’s Business Voice (Trunking) SIP and VOIP testing 45 days ahead of schedule
• Tested a total of 98 LATA’s containing 2,653 LATAs; 948 In-Bound tests, 158 LRNs; 50,834 Out-Bound tests.
• 50% reduction in man power a savings of approximately 40K in 6 months.
• 5.5 Million in up sales for Avaya Definity Helpline
• Saved Ryder TRS over 600K annually through solution proposed to switch long distance provider for 1-800-GO-RYDER platform
• Saved Janus Funds over 60K by using retired recording system in storage during high call volume season

EXPERTISE AREA:

• Installed, configured, integrated and tested carrier SIP and VOIP Trunking connecting to IP networks
• Designed, proposed and implement SIP MPLS migration
• Assisted with automation strategies
• Performed Interop testing and turn-up of carrier SIP-VOIP peering trunks via SBC, eSBC and IP PBX
• Advanced level understanding of SIP, RTP, RTCP and related telephony protocols/standards
• Ability to perform SIP debugging with Empirix and Wireshark protocol analyzer. Capture and analyze SIP and RTP traces to isolate and resolve issues
• Set up complete SIP and IP Trunking Test Bed and testing environment in the Lab for Service Providers with IP PBX, Asterisk, Avaya Aura Products, Media gateways, ACME SBC, ADTRAN eSBC, CISCO Routers and Arris Cable Modems
• Documented findings and wrote documentations and procedures for SIP and VOIP test results and test plans.

TECHNICAL SKILLS:

• Adtran Gateway/eSBC 3430 and 4430
• Empirix and Wire shark protocol analyzers
• ACME Net Net, Broadworks, eMTA’s, Arris-Cable Modem, Asterisk PBX
• Avaya Aura® platforms: CM, SM and System Manager Rel 6.2 and Avaya eSBC (Sipera)
• Avaya G350, G700, G430, G450 and G650 gateways
• SIP, H.323, TDM Digital and Analog endpoints
• VOIP, IP, SIP, ISDN, QSIG and H.323 Trunking
• Avaya Aura Meeting Exchange
• Avaya Legacy and VOIP Servers, IP Office
• Intuity Audix and Modular Messaging Voice Mail
• Call Management System (CMS) Rel 5.2
• Voice Response Unit(VRU) & Speech recognition
• Remedy and JIRA ticketing systems
• Telemate Call Accounting System (CAS)
• Dictaphone Prolog Digital Recording System
• Call Routing Services (RCS)
• EMC 64 (Elite Multichannel) Call Center Server
• PuTTY, Secure Access Link (SAL)

PROFESSIONAL EXPERIENCE:

Operations Migration Consultant

Confidential, Greenwood Village, CO

Responsibilities:

• Compile data from CMS (Safari and BroadSoft) switches for migration
• Identify and scrub the data into categories then create a batch for auto migration
• Monitor the Dry Run, Staging and execution of the migration batches
• Trouble shoot the rollbacks using various in house tools
• Monitor for any migration issue tickets
• Clean up various networks and switches for Decommission
• Work with principal engineers in house and off source on any migration issues
• Write procedure and findings documents
• Team successfully migrated 400K residence lines in 2015
• Team’s goal for 2016 is to migrate approximate 3.5 M business lines

Avaya Communications Consultant

Confidential, Cleveland, OH

• Analyzed, Coordinated and Managed Operation’s daily Requests and Incidents using HP Service Manger 9.31 for four regions, US, APAC, EMEA and Latin America.
• Categorized daily work load of Requests and Incidents, issue alerts, escalate and manage to restore normal service operation as quickly as possible to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
• Troubleshooting end to end user’s Request issues, updating documents with helpful information before closing a Request or Incident.
• Carefully analyzed user’s service issues based on the knowledge and understanding of Avaya Aura CM, SMGR, MM, EMC, CMS, mobile devices applications, Meeting Exchange server and any SIP infrastructure within Lubrizol and the 4 regions.
• Updated and created additional Knowledge Base documents for Service Desk about a particular topic which may include technical document or a basic procedure.
• Suggested, improved and made necessary changes to current process and procedures for Helpdesk (Doc available upon request)

SIP Consultant

Confidential, ST Louis, MO

• Gathered data from the Avaya PBX for SIP MPLS Migration
• Identified fax, modem, alarm lines and any special services from TDM PBX
• Verified current capacity and limitations in TDM/VOIP PBX
• Recommended the cabling, adaptors and wiring needs between TDM/VOIP PBX and Routers
• Documented all CO’s, DID trunks that need to be retained or disconnected.
• Cross verified existing documents with the PBX configurations
• Updated the PBX diagram reflecting all the changes and information
• Created worksheet and recommend the modification for the PBX configuration and route changes through SIP Gateway
• Sync with Cisco Consultant to finalize options for Avaya PBX integration with SIP Gateway Routers
• Submitted and review the designed documents with the Client for approval
• Finalized the designed documents
• Uploaded all documents to the Share Point
• Completed the Change Management Request (CMR) prior to migration
• Joined the pre and post migration conference calls
• Instructed and work closely with Field Technicians on site
• Started the cutover-join the Service Provider’s Conference bridge
• Documented and simulate test calls pre and post migration
• Completed the required migration changes in the Avaya PBX
• Documented any issues and challenges
• Reviewed, modified and updated all documents in Share Point for acceptance

SIP and VOIP Test Engineer

Confidential, Greenwood Village, CO

• Supported, planed, tested and implemented several SIP projects sponsored by Business
• Tested projects including SIP over coax, 12-24 channels PRI, and other SIP products currently deployed in Customer Premises and are revenue-generating that are vital to the Business plan for 2013-2014.
• Worked in conjunction with other senior lab engineers executing test plans and support of field issues.
• Diagnosed, troubleshoot, resolved service issues related to VOIP telephony platforms and applications
• Performed SIP debugging with Empirix and Wireshark. Captured and analyzed SIP and RTP traces to isolate and resolve issues.
• Documented Test findings, Wrote Test Results, Conclusion documents and complete Implementation Guide for the Device under Test.
• Revised Test Plan Documentation with current steps and procedures
• Tracked defects, deadlines, accomplishments and project progress in JIRA
• Contributed to the creation of automation test strategies
• Assisted with creating automation test cases using Visual Basic and Test Shell
• Provided peer review to automation testers
• Maintained and supported automated functional testing

SIP and VOIP Test Engineer

Confidential, Westminster, CO

• Configured SIP test bed using various Avaya Aura® platforms such as CM, Session Manager and System Manager with the Service Provider’s (Verizon, Intelepeer, Windstream, Centurylink, AT&T) Private IP Trunk service.
• Completed intensive SIP Compliance test cases for various Service Providers with Avaya Aura® platforms Rel 5.0, 6.0 and 6.2
• Debug SIP traces with Wireshark protocol analyzer
• Wrote Application Notes illustrating a sample configuration of SIP test and its findings
• Performed end to end SIP testing with Digital, SIP and Analog endpoints
• Submitted completed App Notes to the Committee for publication
• Documented traces and provided test results.
• Updated Database with test progress from start to completion
• Attended weekly meetings and provided updates and issues on test results
• Wrote defects and opened cases with developers for any software problems
• Assisted with any additional projects

Contact Center Voice Infrastructure Engineer

Confidential

• Gathered, updated and researched Avaya and Nortel Legacy products for Confidential ’s suspended and active sites for Decommission.
• Documented site findings in template technology solutions via process (ITIL v3), tools and techniques
• Upkept of all project time reporting, including time tracking, project status reporting, and metrics for management report rollup and reviews
• Maintained client focus and view for cost avoidances
• Communicated with peers, team leads, client facing resources, and management to ensure successful project implementation/delivery as well as high client satisfaction deliveries.
• Worked with Technicians on site for busy out, power down and decommission of Legacy products
• Provided support of approved change controls

SIP and VOIP Test Engineer

Confidential, Greenwood Village, CO

• Conducted SIP Testing for the Business Class Voice (BCV) division
• Tested end to end SIP Calls with Digital, SIP and Analog endpoints
• Suggested process and operational improvements
• Participated in deploying physical test setups
• Quickly learned trunking architecture and ability to identify major solution components
• Executed testing and test case validation
• Ability to use protocol analyzers and available tools to reduce troubleshooting time
• Escalated issues to Sr. and Principal Engineers
• Utilized Network element monitoring/troubleshooting tools
• Participated in automation strategy and testing documentation
• Provided assistance in test plan writing
• Maintained and publish test report packages (procedures)
• Worked with team to open/track tickets/cases with vendors
• Lead routine maintenance activities from identification/detection through fix/closure
• Worked with 3rd party, peering points, vendors on break/fix scenarios
• Ability to diagnose issues, identified elements, took actions to correct routine issues across elements
• Participated with initial new product/service deployments with Senior Engineers then independently drive future activities
• Ability to continuously learn and apply knowledge.
• Installed, configured and tested Avaya IP-office PBX Rel 6.0

System Consultant

Confidential, Highlands Ranch, CO

• Provided direct and remote technical support for all Avaya TDM PBX, S87XX servers, Media Gateways and Voice mail systems
• Resolved customer issues with ISDN, H.323 and SIP trunks
• Reviewed products and service questions prior to escalation to a Technical Manager or Tier III
• Maintained escalation, consultation, technical training and documentation validation
• Regularly interfaced with decision makers/ technical department of customers and Avaya Business Partners
• Maintained system security and support the systems network
• Tested undocumented or non-standard applications as part of training in the lab environment
• Customized and Implemented solution for customer’s business needs
• Mentored and provided hands-on training to Voice Engineers in India.
• Trouble shoot programming, features and functionality of S87xx servers, media gateways, circuit packs, media modules, Ethernet switches, voice mail systems and other communication devices.
• Installed IP office and programmed the networking to offsite locations
• Involved and tested several new Avaya post-launch implementations (products)
• Created workarounds as SME if no solutions are found.
• Researched for patches available for customers
• Tested features in the lab environment for accuracy as per the design
• Recommend upgrade to a converged IP network from a single location to a complex converged network
• Expert in call center programming Vectoring and Best Service Routing (BSR)
• Familiar with CTI and Speech recognition application integration with S87xx servers
• Wrote Subject Matter Expert (SME) job aids for other engineers and colleagues
• Worked with technicians and Business partners on cutovers
• Familiar with SES, AES, System Manager, SBC and Call Manager products.
• Configured and tested integration of several Unified Communication solutions with S87xx servers, Media gateways and Voice Mail Systems for e-business.