SUMMARY:

• Lead engineer responsible for the design, management and operations of Cisco enterprise environment. Administer multiple clusters of the Cisco VoIP Telephony stack including a CUCM Cluster; an IM and Presence Cluster and a CCX distributed Contact Center. Head of IT infrastructure in post install activities on Cisco routers, switches firewalls, wireless APs and WAAS appliances.
• Spearheaded project to deploy Ethernet WAN upgrade and migration to centralized SIP trunking with our provider XO. Performed comparison cost analysis over on existing POTS and T1 compared to Ethernet and SIP and realized a over $100,000 savings over the three year period. Deployed thirteen sites to centralized SIP using Cisco CUBE SBC and CUCM 11.x.
• Implemented the decentralization of the CCX call center from a single central hub to support remote spa branches with hard phones and remote agents using Cisco Jabber and Cisco Anyconnect. Consulted with Regional Directors, Spa GMs and the Contact Center manager to gather requirements and design the new Contact Center solution. Deployed the contact center on schedule and meeting client requirements.
• Developed multiple contact center deployments for handling marketing promotions for our busy holiday season and sales campaigns. Consult with Regional managers developing high - level plans for script designs and call flow. Developed low-level design for CCX implementation of the Agent Skills to assign, supervisors roles and access to real-time and historical reporting using CUIC to track progress.
• Produced plans on deploying the Calabrio QM call recording solution by working with multiple vendor meetings with sales engineers and vendor reps. Developed pros/cons of solutions to present to management. The QM project was operational up in less than one month ahead of schedule. Assisted staffs in post install sessions with the vendor and post-support maintenance.
• Initiated project with vendor and private MPLS service provider to redesign the primary and failover routing design. Collaborated with CIO and vendor and service provider engineer to develop a high level design that met business requirements. The solution was modeled for lab testing in GNS3 then deployed after hours. The finalized solution used Confidential Peering with XO on a 2811/2911 gateway with failover to a Cisco 861 that would build a GRE-over-IPSec tunnel run EIGRP for routing.
• Cross train helpdesk and in-house field techs through impromptu one-on-one sessions and explanations at the level of the staff member with feedback loops to test knowledge. When applicable, perform post-mortems with Helpdesk Director to direct and provide better support.

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

• Respond to proactive alarms in Operations, Hubs and Data Center location WAN issues with Synchronous Optical Network (SONET), T3 or High-Speed Metro Ethernet services using MLPS cloud infrastructure.
• Troubleshoot enterprise Border Gateway Protocol ( Confidential ) IP endpoint peering relationships with Confidential MPLS network ensuring route advertisements and connectivity is working.
• Fix issues with Cisco ASA 550x devices that are running static IPSec VPN tunnels over business class broadband. Login to ASA devices and validate connectivity to VPN concentrator using the Cisco Adaptive Security Device Manager (ASDM).
• Diagnose issues with Dynamic Multipoint VPN (DMVPN) remote sites with Cisco 194x series routers running on T1 leased lines. Use debug and show commands on router to diagnose issues with VPN and internet connectivity.
• Support and fix EZVPN tunnels used by Cradlepoint cellular backup solution. Troubleshoot cellular connectivity and operational issues with Cradlepoint units via Enterprise Cloud Manager (ECM).
• Field LAN connectivity reactive incidents from Agency and Operations involving client authentication 802.1x and MAC Authentication Bypass (MAB) Network Admission Control (NAC). Ensure LAN availability to troubleshooting switch security services DHCP Snooping and port security.
• Provision new 2900 switch modules and 3500 series switches to Agency environment through remote phone support with on-site technicians. Validate voice and data VLAN configuration.
• Evaluate links that generate “err-disabled ” trap RSTP alerts in operations center campus 6000 and Nexus series switches based on Cisco 3 layer model. Investigate alerts via show commands on multiple switches to identify root cause and if necessary re-design a new loop-free RSTP path.
• Identify and resolve issues with rouge networking devices in Agency switches violating PCI-compliance through the use of switch Spanning Tree Protocol (STP) Bridge Protocol Data Unit (BPDU) Guard err-disabled ports or Root Guard alerts.
• Diagnose Agent office automated alerts on high utilization and reactive tickets on poor network performance. Perform analysis of traffic patterns and run eHealth performance reports to identify “Top Talkers” or other network issues.
• Collaborate with Agency support team on troubleshooting issues with local Ctera NAS devices. Troubleshoot issues with network connectivity verifying IP SLA track statements and diagnosing issues with port security.
• Service Business Partner calls and open trouble tickets for the ITIL Incident Management component. Use targeted questions and asking for feedback to determine root cause and resolve issues.
• Work proactive tickets on Cisco 3900 series voice gateway PRI and SIP trunks and report issues to service providers. Run IOS debugs on gateways to identify voice issues such as dropped calls and call quality issues.
• Trace call flow issues with CUCM Hunt Group or Auto Attendant inbound call flow to diagnose potential call flow issues. Advanced call flow issues are diagnosed through CUCM Call Detail Reporting (CDR) functionality that contains detailed call logs.
• Requested in multiple occasions to provide on-boarding to new hires. regimen was a mix of PowerPoint instruction, demonstrations of team procedures and guided mentoring.
• Troubleshoot issues with Computer Telephony Integration (CTI) software to ensure Business Partner Reps are provisioned properly and their CTI software can communicate with the Cisco IP Phone via JTAPI.
• Receive reactive tickets to troubleshoot Business Partners (BP) experiencing dropped calls. Work with the BP to track example dropped calls in CDR records and the associated dropped call in the Customer Voice Portal (CVP). Trace the signaling CVP call logs and associated CDR records in Splunk to find the root cause of the dropped call.
• Analyze Cisco Intelligent Contact Management (ICM) call flow scripts by reproducing trouble ticket reports of a call flow path leading to a unintended result. Work with Contact Center Scripting team to demonstrate the issue and help resolve it.

Confidential

Responsibilities:

• Provide regular ticket status updates to the affected customer and Management. Interface with other groups such as vendors and higher level resources in other workgroups to explain the issue and interface with the Agent.
• Assist Confidential contracted vendors on the phone with technical hands-on assistance with T1 circuits. Work with technician though loopback testing and cable testing tools to isolate physical layer T1 issues.
• Diagnose issues with MetroE circuits such as sub-optimal performance through Netflow analysis with the eHealth platform. Perform related Confidential show and debug commands to ensure Confidential keepalives are passing and Confidential is established.
• Determine root cause of escalated voice quality and dropped call issues with Confidential contracted vendor. Partner with technician to properly diagnose, repair and reproduce voice quality issues though buttset and cable testing.
• Consult with Confidential Management to permanently resolve data issues though provider dispatches, management calls and scheduling provider and technical vendor meets to ensure prompt and accurate resolution of the issue.

Confidential

MACD Engineer

Responsibilities:

• Perform service requests in a high-pressure environment under strict Service Level Agreements and customer satisfaction guidelines.
• Participate in cross-department coordination of MACD process including requesting sales orders from Account Executives, scheduling appointments for field technicians and conferring with Engineering on technical projects.
• Deployed an additional ASA firewall for a banking client requesting a new branch office be interconnected via a site-to-site VPN. Developed the configuration script for the ASA, collaborated with engineering on peer review and coordinated with client for cutover and provided post cutover support.
• Coordinated and Provisioned customer site moves ensuring high-speed internet services are ordered, schedule the move with the customer, provision equipment, schedule a field tech and provide post-move support.
• Managed, Provisioned and Cutover of a customer migration from the Cisco Call Manager voice service to Telephere's Broadsoft voice service. The migration streamlined costs and ensured higher service availability.

Confidential

Consultant

Responsibilities:

• Provided ongoing maintenance and support for Insight Corporate core network that consisted enterprise Cisco network equipment.
• Monitored and serviced customers part of our managed services product providing 24/7 remote support. Reported trouble tickets for network issues and administered network upgrades to customer equipment.
• Created Monthly Client Reports on managed device status and issues with eHealth and NetCool. Performed inventory and asset management with Ciscoworks.
• Coordinated IP changeover for Calence Corporate with Calence and Insight IT. Developed Documentation for new IP Scheme. Performed Cisco IOS upgrades and router and switch configuration changes to ensure proper IP connectivity after changeover.
• Integrated a new client site under Management Services with network discovery and analysis tools like Wireshark and configured the client site with a configuration script and tested connectivity.