SUMMARY:

• Over 23 years of experience as a Contact Center Voice engineer, Systems support Engineer and Systems Administrator acting in the roles of an ICM Production Support Engineer, UCCE Production Support Engineer, Microsoft SQL DBA and MCSE Engineer and Nice Systems Administrator UCCE Upgrade engineer consultant and integrator.
• Experience deploying and providing maintenance and support to Cisco ICM (Intelligent Content Management), UCCE (Unified Contact Center Enterprise, and CVP (Customer Voice Portal), Cisco Unity Connection.
• Background dealing with Complex Call Routing Application Design along with utilizing ITIL principles.
• Nice NCSA Certified
• Cisco CVPD 8.5 certified
• 5 years’ Experience in developing CVP Studio application to include Nuance TTS and voice recognition response software to include adding language libraries for none native English speakers
• 5 years CVP studio integrations with JDBC driver for extern database lookups and the use of CVP micro applications.
• Currently working toward Java development JDE certifications.
• Integration experience with Verint WFM and recording solutions and Aspect WFO suite to include Empower 8.1 and Confidential reporting tool.

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, Virginia

Technical Operations Manager

Responsibilities:

• Administration expertise with Confidential repot creation and consultations on reportable objects available in deployed solution as presently architected
• Aspect WFO WFM suite to include Aspect Empower integrations for scheduling and agent forecasting
• SAP Info view administration
• Created documentation and processes for contact Center Applications
• Created Disaster recovery policy for CCSTI application.
• Created Microsoft Access Database for tracking new contact Center agents.
• Consulted on how to improve service level across Center
• Documented Dial plan of Medical office facilities and departments across region and Visio documents for pending upgrade to 11.5 CUCM
• Support enhancement to existing Cisco Unity Call Handlers and routing to Genesys contact center.
• Support Verizon VAD desktops
• Created Visio documents for Mid Atlantic Medical Office buildings
• Troubleshot issues with Cisco Unity Call Handlers with incorrect terminations
• Resolved Menu issues with cisco call Handlers.
• Coordinated with Telecom Ops teams to implement changes.
• Created documents repository in Access and Microsoft 1Note for updated documentation

Confidential

UCCE Upgrade and ICM Scripting consultant

Responsibilities:

• Assisted Confidential / Confidential with forklift upgrade from versions 8.5 and 9.0 to UCCE/ ICM 11.3 in a hybrid CUCM/ Avaya ACD environment.
• Provided scripting analysis and changes to scripting to migrate to 11.3 system.
• Resolved issues with passing call variable data within current scripting.
• Skilled 7500 agents in over 700 skill groups.
• Assisted in the build out of the UCCE servers on new hardware.
• Assisted in UAT testing and problem resolution.
• Provided day 2 support and issue from upgrade and problem resolution.
• P1 resolutions with cisco TAC and internal Confidential \ Confidential resources.
• Installation of CAD on agent desktops
• Assisted in CUC agent provisioning and voice mailbox build outs.
• Provided Documentation of scripting and agents skilling.

Confidential, Redmond, WA

VHT Systems Administrator/ Cisco UCCE Consultant

Responsibilities:

• New VHT Queue builds to include Taxonomy changes and VDN Monitoring
• Working with ICM Engineer for routing issues troubleshooting.
• ICM troubleshooting and script support
• Avaya ACD VDN troubleshooting and Vector stepping troubleshooting
• Call Analysis to track caller experience and fraud prevention
• Security Patch Maintenance / Reboots and fail over
• Upgrade assistance
• Documenting system
• Project management of VHT
• Working with VHT support center
• UCCE Call tracing and system maintenance

Confidential, Denver, Colorado

Sr. UCCE Telecom engineer

Responsibilities:

• Primary responsibility of being the SME and lead Application support engineer for Confidential Mountain and Poison and Drug Center.
• Providing day to day support of the infrastructure and application development of UCCE 9.1(1) system.
• CUIC Reporting Administrator
• CCMP administration and upgrades
• Finesse gadget development and upgrades and patch maintenance
• Call manger administration and new user onboarding.
• Development of new contact center routing and CVP studio VXML applications.
• Upgrade implementations and bug fixes
• Resolving multiple issues with deployment of system due to incorrect configuration of all UCCE servers in the environment.
• Verint WFM and recording integration
• Correction of routing scripting and consult with business for new call routing development.
• Resolution of reporting issues with current CVP Studio application
• Mentoring of JR. Engineers and documentation administration writing of new processes for maintenance and call route development procedures
• Contingency routing development.
• Multi - langue support of multiple applications in 9 languages.
• Leading upgrade to 10.5 of entire environment.
• Works directly with Cisco TAC for problem resolutions

Confidential, Miami, FL

Sr. UCCE Engineer/ Upgrade Engineer

Responsibilities:

• Primary responsibility to support upgrade and migration of 2 ICM instances into 1 ICM instance from version 7.2(9) an 7.5(10) to ICM 9.2 and UCCE 9.2.
• Migrated 9 of Assurant’s International contact centers and domestic sites from ICM 7.2(9) Peripheral Gateway to ICM 9.2 (10) Peripheral Gateway to consolidate the configuration onto one instance for iteration copy to upgraded 9.2 ICM on new hardware and chassis.
• Migrated 930 agents to upgraded CTIOS 7.5(10) PG with new logins and agent team setups to include custom agent desktop settings.
• Created agent teams and custom agent desktops in CTIOS
• Teamed with data engineers to move from AS/5400/AS/5500 with Gatekeeper Voice Gateways to Cisco 3845 Gateways and Cisco Unified Border Element (CUBE) to SIP.
• Updated ICM dialed numbers to align with new dial plan for CUBE.
• Utilized Cisco ICM Bulk load, Cisco ICM Script Editor export and import tools to migrate ICM data and SQL custom queries to move scripting and ICM data objects to Cisco ICM 7.5.(10) PG on transition instance without the benefit of documentation of production scripting and configuration.
• Completed scripting mediation and enhancements to migrate to ICM 9.2
• Updating of Cisco VXML media server selection logic and conversion of dialed number nodes so to ease in maintenance of scripting.
• Developed documentation of configuration so that Assurant staff can know what objects are configured on platform.
• Developed application questionnaire for internal Assurant business units to ease the process of collection customer requirements for build out of new call flows and CVP prompting.
• Assisted vendor in build out of the ICM 9.2 environment to include the build of the ICM servers and CVP servers.
• Provided daily ticket support and maintenance of customer routing issues and day to day operations issues.
• Provided logs to Cisco TAC for troubleshooting issues related to the PG’s central controller.
• Provided SQL consultative support and architecture design guidance for external customer databases and integration with ICM 9.2 CUIC.

Confidential, Tampa, FL

Sr. Contact Center Engineer

Responsibilities:

• Primary responsibility was to provide consultative support of Cisco design of UCCE Enterprise migration from Nortel Call center to Cisco UCCE 8.5(7).
• Assisted in system design and architecture and sizing recommendations for ICM integration.
• Provided documentation from Cisco and also wrote the UCCE documentation to support the UCCE installation for New York Life support from tier 1-3 and helpdesk staff.
• Assisted in the design of an external MS-SQL customer database integration with Cisco CVP Web services lookups of customer data.
• Provided design specs of customer database and architecture to include the setup of replication services and SSIS job creation.
• Verint Call recording integration and WFM administration.
• Trained staff on administration of phones and wrote procedure for the desktop support teams to support Cisco CTIOS custom desktops and Cisco Extension Mobility.
• Trained CRM staff on Cisco CUIC and provided access to CUIC database for CRM applications.
• Assisted in creation of SQL reports to in Cisco CUIC for reporting and custom dashboards.

Confidential, Scottsdale, AZ

Sr. Consulting Engineer / UCCE Engineer / UCCE Architect

Responsibilities:

• Primary responsibility was to build UCCE servers for the ICM 8.5 on both UCS chassis and MCS platforms.
• Build out call flows for Confidential IS customers
• Assisted in migration of call flows from ICM Version 7.5 to import to ICM 8.5 systems to include using the Cisco ICM bulk configuration tools to export call data and ICM scripts using the script Editor export tool then move call flows to new 8.5 platform
• Provided CUIC and web View reporting support.
• Reversed engineered Cisco Web View Reporting templates to provide customer with ICM call data to resolve reporting issues.
• Provided Cisco ICM CVP scripting and call flow design.
• Installed CAD on PG’s and support for CUIC dashboards for agents in CUIC.
• Administered CUIC reports for users.
• Administered new agents in CAD workflows and in Cisco Call Manager and Unity connection 8.5
• Attended and received Cisco CVPD training and received certificate. I can build basic CVP Studio call flows.
• Consulted with customers to build call flows and provided upgrade consultation sessions.
• Strong knowledge in scripting using CVP Micro-applications and setup VXML servers to play media files.
• Troubleshooting of Call Manager, Unity Connection and ICM issues.
• Provided project documentation

Confidential, Round Rock, TX

Sr. UCCE Engineer / UCCE / CVP/ IP-IVR Applications Developer

Responsibilities:

• Primary responsibilities were to build IP-IVR and ICM scripting using the Cisco ICM Script editors and IP-IVR CRS editor to create multifunction call flows.
• Coordinate with business units to design call flows.
• Attended Nice Systems NCSA training (Certified Nice Systems Administrator).
• Performed daily system health checks.
• Trained Jr engineers on call flow design and systems administration.
• Provided contact center reporting support in web ICM Web-View
• Provided systems tuning training and provided reboot procedures and systems maintenance.
• Administered ne users in Cisco Call Manger and Unity connection.
• Began pre-planning for upgrade to ICM version 8.5.
• Provided project documents and training of call center personnel on new call flow and agent desktops

Confidential, Kansas City MO

UCCE Support / Systems Administration Engineer

Responsibilities:

• Provided Cisco ICM, UCCM, Unity Connection, and CUC on SRST Administration for Assurant’s 5 cluster UCCE with comprehensive CVP with some sites supporting Avaya G3’s with AES and Map-D, and IBM Edify IVR’s.
• Assisted CTIOS Agent Desktop developers with testing and deploying new CTIOS custom softphone features.
• Resolved multiple performance issues with ICM HDS server’s by making changes to the server’s Windows 2003 operation system and Microsoft SQL 2005 memory changes.
• Installed 5 Exony Web Reporting Servers by installing SQL 2005 64bit workstation and reporting services.
• Performance tuned Exony DB severs to improve performance of quires on the Exony DB servers resolving performance issues with Exony Dashboard applications.
• Assisted in resolving reporting issues with EWFM an internal Assurant reporting platform.
• Began pre-planning of upgrades to the Assurant CUCM and ICME 7.2 and 7.5 environments to version 8.5(4)
• Maintained servers by monitoring performance and drive space and CPU performance.
• Setup Agents in CUCM and Cisco Unity Connection and administered CUC on SRST devices for both domestic and international agents.
• Assisted ICM Application developers in designing call flows that included legacy Avaya ACD to Cisco CVP by assisting in the setup of Translation Routing and Call type reporting.
• Provided recommendation on use of Application Gateway interface VS Cisco ICM CMS interface.
• Assisted in deploying SQL 2008 servers on Windows 2008 64bit platform in virtualized server environment.
• Worked with the Cisco TAC to resolve issues.
• Pulled logs with for the Cisco TAC using OPCtest, Procmon,, RTTEST Cisco Real Time Monitoring Tool,
• Monitored systems with HP OPEN-View and Cisco Unified Monitoring Tools.
• Managed Microsoft and Cisco Engineering special patching under Assurant’s change control policy.
• Monitored Cisco 3845, 2911 and Cisco 5400 switching devices and identified issues with routing or performance issues with the Telco Carriers ( Confidential &T, Verizon)
• Provided Microsoft SQL DBA and MCSE expertise to internal groups to resolve issues with the performance of quires and server performance outside of the Contact Server Environment

Confidential, Bellevue, Washington

Application Support Engineer

Responsibilities:

• Providing ICM Systems Administration and Application support of Confidential Travel ICM 7.5.9 UCE, CUIS, CVP, and platform.
• Day to day systems analysis.
• Upgrade planning to version 9 of UCE and technology refresh upgrade planning and installation of servers to be part of the new UCE CUIS, CVP environments.
• Vendor management of manages services providers to assure that platform stability and OS and server upgrades are performed to security compliances
• Providing tier 3 support of the ICM CVP and CUIS systems.
• Performance tuning of servers and documentation updates and creation of new policies and procedures.
• Support of multiple backend platforms supporting IIS ADFS, SQL Server tuning and patch maintenance and security compliance and server hardening.
• Providing provisioning support of WFM and Nice recording software.
• SQL DBA, MCSE services
• Provided recommendations for performance tuning reporting server to include Cisco ICM HDS’s, Exony DB server’s ad ICM customer lookup servers.

Confidential, Littleton, Colorado

Senior VOIP Administrator

Responsibilities:

• Providing day to day administration of Baxa Corporation UCCX 8.5, Cisco Unity 7.2, Cisco Presence 8.5 to include admistration of CUPC 8.5 clients
• UCCM 8.5 administration IP Communicator administration CUPC administration.
• Primary role is adding new users resolving phone related issues in Cisco UCCM, UCCX and Cisco Presence Server.
• UCCX scripting and problem resoluition
• Unity System administration and troubleshoting of Unity Subscriber issues,
• Setup of Unity Call Handlers and Message Forwarding Applications.
• Working with Cisco TAC to resolve issues with software.
• Vendor mangement
• Centry Link Q-Call administration.
• 1-4 month contract position.to assit in transition of system to corporation to corporation acquisition

Confidential, Boulder, Colorado

ICM/ UCCE Production Support Engineer

Responsibilities:

• Provided day to day maintenance for IBM's Production support team supporting the Sprint’s version 8.3 Hosted NAM\ICM solutions.
• Provided support on Translation routing, PG maintenance, ICM Script Editor Reporting and User Security management.
• Managed all types of legacy ACD's types to include Aspect Call Center ACD, Rolm Hicom, Nortel Symposium, Avaya G3/G3r Rockwell Spectrum.
• Supported Cisco Call Manger in both native and Parent / Child Deployments.
• Supported UCCE servers: Cisco CVP server, Cisco VXML IVR servers and Voice Gateways (AS5300 / AS5400) Cisco IPCC Parent Child deployments with System PG’s.
• Provided technical expertise of the ICM servers design and documentation to the development staff and production support teams.
• Supported Monitored inbound trouble # and provide 24-hour support to the Sprint\Nextel solution.
• Provided remote management of servers in the enterprise using Microsoft Remote Desktop, Dame-Ware and Pc-Any-ware.
• Provided installation and support of Server Virtualization software by vendors VMware and Microsoft Virtual PC-7 Microsoft Hyper-V.
• Provided remote management of servers in the enterprise using Microsoft Remote Desktop, Dame-Ware and Pc-Any-ware.
• Provided installation and support of server virtualization software by vendors VMware and Microsoft Virtual PC-7 to support multiple users.
• Provided IBM Production Support team SQL Server Security using IBM’s CRIATS security standards for MS-SQL 2005 servers as the DBA for the UCCE enterprise server environment.
• Utilized SQL queries to analyze routing issues and providedUCCE Web View reporting support of the Sprint UCCE reporting teams.
• Provided ICM scripting support, deployment and analysis and workarounds to routing issues.
• Supported and provide consulting on IPCC call center with in the Sprint network and script maintenance and deployments.

Confidential, Greenwood Village, CO

ICM/ UCCE EngineerProduction Support Engineer

Responsibilities:

• Provided day to day script maintenance and script troubleshooting.
• Assisted with developing CTI application for internal business units.
• One month contract position.

Confidential, Orlando, FL

Sr. Call Center EngineerICM/ UCCE

Responsibilities:

• Provided CTIOS desktop, CTIOS and Supervisor Desktop training and installation of ICME/ IPCCE, CVP 4.5 servers for installation Confidential customer site.
• Assisted team members with the pre-staging of servers Confidential offsite locations.
• Configured and tested the Cisco ICM server to include CVP Operations console CVP Studio, CVP VXML IVR servers and ICM Call Manager System PG servers prior to delivery to customer sites.
• Configured and tested Cisco Voice Gateway’s AS/5300 AS/5400.

Confidential, Centennial, CO

ICM/ UCCE Maintenance Engineer

Responsibilities:

• Provided day-to-day maintenance and monitoring of Cisco’s ICM, Cisco CVP, Cisco IPCC, and Cisco Email Manager Systems.
• Provided some project engineering skills and support of Project Engineer staff on upgrades and installations.
• Provided Microsoft Systems Administration duties including the adding of users, group, Active Directory administration, backups and upgrades.
• Deployed new servers and working with customer to resolve installation and day to day administration of Cisco ICM, and Windows server platforms NT4, Windows 2000 server, and Server 2003.
• Managed MS-SQL 6.5, MS-SQL 7, MS-SQL 2000 databases and MS-SQL2005, SQL servers and provided consulting on partition deployments and Exchange servers.
• Managed multiple vendors' server platform from HP, Compaq, IBM and Dell enterprise server to include hardware upgrades, firmware upgrades and server rebuild after system failures.
• Provided remote management of servers in the enterprise using Microsoft Remote Desktop,, Dame-Ware and Pc-Anyware.
• Provided installation and support of server virtualization software be vendors VMware and Microsoft Virtual PC-7 to support.
• Managed network monitoring software packages from top vendors; Compaq/HP insight Manager, Hp Open-View, and Tivoli.
• Provided tier 3 support of the ICM and CVP to provide information to Cisco development engineers for bug fixes.
• Provided the backup of customer platforms and also monthly and weekly reboots.
• Assisted customers with change controls and consulting of applications and third party vendor support.

Confidential, Centennial, CO

ICM/ UCCE Project Engineer

Responsibilities:

• Deployed ICM system around the world and in the US.
• Assisted in international and domestic deployment duties
• Performed as a project engineer in the design, pre-sales support and installation of the physical equipment to support the Cisco Unified Communications products ICM, IPCC E-mail Manager, Call Manager, and CVP.
• Provided support for Peripheral Gateways for all major ACD vendors like Avaya, Rockwell Spectrum, Nortel Meridian, Nortel Symposium, Aspect Call Center Server and Rolm Hicom.
• Provided API Support to Developers of CTI Applications, Voice Response systems API support from multiple vendors Avaya, Inter-Voice.
• Provided external SQL configurations to support call routing via database lookup and supported SQL developers on how to interface to the ICM system.
• Provided installation and support of server virtualization software be vendors VMware and Microsoft Virtual PC-7 to support.
• Managed all Confidential &T circuit delivery for installations to include installations of CSU\DSU installations and testing loops.
• Performed the writing of procedures to assist the Confidential &T Solutions maintenance team, tested and built ICM systems, and provided technical assistance on deployment related issue

Confidential, Englewood, CO

Upgrade Engineer

Responsibilities:

• Upgraded Confidential Conversant VRU system from previous version to the current load that Confidential had developed.
• Performed upgrades for preparation of Y2K bugs and technology refresh of outdated platforms.
• Performed UNIX Systems administration creating users, remote access to the Conversant VRU system.
• Rebuilt the new Conversant and then port over all of the voice data and voice applications to the newly upgrade Conversant.
• Provided tier 3 support on the Confidential Conversant VRU system and UNIX system mount points.