IT Support Specialist Resume Mt. Laurel, NJ - Hire IT People

CAREER PROFILE & SKILLS:

Cisco and Verint specialist that worked for a major Confidential Confidential bank supporting and maintaining their telephony and contact center infrastructure
Supported in - house agents, while making sure external customers have the best quality of voice services that the bank can provide
Long-term experience with a wide variety of Telecommunications/Networking equipment including VoIP (SIP & H.323) and TDM
Ability to redirect voice traffic internally to redundant sites during expected/unexpected outages and/or patching cycles to minimize negative customer experience
Comfortable working in a high-pressure environment, including within a large corporate company
Ability to work independently as well as within a team environment

PROFESSIONAL EXPERIENCE:

Mt. Laurel, NJ

IT Support Specialist

Confidential

Responsibilities:

Supported Cisco infrastructure in call centers with over 10,000 phones and agents within US and Canada
Performed monthly Microsoft patching and necessary redirection of voice traffic to mitigate negative customer call experience
Engineered new implementations to the Cisco infrastructure: i.e. routing within CUCM, CUPS, voice gateways (SIP, H.323 & MGCP), DS3, PRI, etc.
US Team lead for new project intake, initiation & completion for Verint Call Recording infrastructure installation for all US call centers
Assisted junior staff with projects/tickets
Solving end user problem tickets

Telecommunications Engineer I & II

Confidential

Responsibilities:

Installed, monitored, and maintained:
Voice PBX and VoIP networks throughout 75+ back office locations which include the following PBX systems: Nortel Option 81c, 61c & 11c;
T-1 circuits that connect PBX back office locations for internal dialing;
PRI Long Distance/Local DID circuits at PBX back office locations for external dialing
Proactive monitoring and assessment of PBX alarms;
Upgrading/Patching PBX systems at back office locations as well as key systems at branches/stores
Helped lead team engineers implement UCCE, CUCM, Voice Gateways, CVP, Unity Connection, etc.
Supported Cisco infrastructure in four call centers with over 800 phones and 1000+ agents
Assisted in opening two new call centers and decommissioning three others
Handled daily support tickets and issues
Assisted packaging teams for thick client Cisco agent/supervisor desktop software
Performed phone firmware upgrades at call centers without any interruption to a 24/7 environment

Communication Support Technician

Confidential

Responsibilities:

Coordinating new branch voice installs with vendors
Maintained 450+ branch telephone systems including Comdial DSU, DSU II, FXS, and FX II phone systems; Nortel Business Communication Manager 50 (BCM50); Nortel Option 11c PBX
Assessment of T-1 circuits that connect PBX locations for internal dialing
Assessment of PRI Long Distance/DID circuits at PBX back office locations for external dialing
Replaced defective or out of date phone systems at branches with Nortel’s BCM50 and implemented VoIP for internal dialing to other branches and back offices
Programming, troubleshooting and/or replacement of branch data equipment including:
Cisco series 1700 & 2800 Routers, 2950 & 2960 Switches

Southampton, NJ

Telecommunications Voice/Data Technician

Confidential

Responsibilities:

Completed turn-key installation, maintenance and troubleshooting of Cisco routers and switches; Nortel Networks (Formerly Bay Networks) routers, hubs, and switches; Avaya Cajun series switches; Avaya VoIP hardware and software
Completed turn-key installation, maintenance and troubleshooting of voice Avaya IP Office, Partner, Partner ACS, Comdial (Now known as Vertical) DSU, DSUII, DXP, DXP+, FXS, FXT, and FXII systems