Sr. Specialist Resume

SKILLS:

Routing/Switching/Firewalls

System Integration Remote Access/VPN technology

New technology evaluations Network management tools

Large project deployment Vendor management

EXPERIENCE:

Confidential

Sr. Specialist

Responsibilities:

Lead in - source of Voice and Video operations
Reviewed and simplified Call-Center design
Removing 20-30% of configuration: unused VDNs, Vectors, Skills and Agent IDs
Worked with Call-Center, Reporting and work-force teams to simplify menus and prompts for old products
Configured system backups
Implemented toll-free number redundancy, alternate routing
Setup training program for desk-top technician to handle telephony changes (MACD work)
Managed MACD and support issues Nortel CS1000 PBXs at satellite locations
Deployed E911 service on INTRADO (West-Communication ERS)
Lead installation of WEBEX/SPARK - video conferencing systems
Created Avaya PBX to Cisco SIP trunk to partner business, utilizing UDP (Uniform Dial Plan) to expand private dial-plan

Confidential

Confidential Engineer

Responsibilities:

Contact center support for large financial institution
Performed Vector, VDN, CMS changes on Avaya call - center systems
Supported third-party integration VERINT-call recording via Avaya AES
Implemented call routing changes on Cisco ICM
Supported end-user issues for 10K work from home call center agents on
Avaya ONE-AGENTS and ACD login issues
Lead network management project - SNMP access for Avaya servers into ScienceLogic EM7

Confidential

Program Manager - VPN Services

Responsibilities:

Managed $12MM liquidation budget for remote access solution to all Confidential companies
Lead consolidation projects eliminating multiple small VPN solutions (Cisco & Juniper) into single enterprise F5 based service with over 100K users
Escalation for all support and implementation issues
Coordinated all LAN, load balancer, WAN - ISP changes

Sr Engineer

Confidential

Responsibilities:

Lead migration of U.S. and European sites to hosted PBX/UCaaS solutions
Designed third - party (firewall) access between Confidential and regional UCaaS providers
VoIP site analysis for local gateways - E911 and SIP number portability
Partnered with network teams on QoS, DHCP, VLAN standardization
Designed desktop video integration for UCaaS to internal Telepresence video conference service
Trained junior staff on new services and equipment
Mentored IT leadership program members
Designed and implemented VoIP Gateway migration for FAX servers
Designed & Implemented complex voice services on Cisco & Avaya platforms (CUCM, Unity, CME)
Designed SIP & H.323 inter - system trunks & call routing, between Avaya and Cisco systems
Developed new multi-media support team training materials, developed new simplified hand-over-to-operations process
Tech lead for voicemail email integration (IMAP integration with site/extension to email interface)

Confidential

Sr Voice Specialist

Responsibilities:

Escalation point for 24x7 global support team managing Confidential s global telecommunications services
Avaya PBX
Cisco VoIP gateways
Coordinated repairs with global telecommunications service providers

Confidential

Enterprise Consultant

Responsibilities: