TECHNICAL SKILLS

• Cisco UCM 11.5
• Cisco unity voicemail
• Cisco UCCX 11.5
• Cisco UCCE 11.5
• CVP, Call Studio
• Cisco IOS
• VMWARE vSphere
• 4431 CUBE
• 3945 CUBE
• 3925 SRST
• 2921 SRST
• VG310,VG320, VG340
• SIP,MGCP, t.38
• Session Manager
• Informacast
• RightFax
• Amcom (spok)
• Zebra Workforce connect
• Veriphy reporting
• Calabrio Recording
• WebEx (Cloud, and CWMS)

PROFESSIONAL EXPERIENCE

Telecom Ops Supervisor/ Sr Engineer

Confidential - Dallas, TX

Responsibilities:

• Migrated UCCX 9.1 scripts over to UCCE Scripts manualy
• Manage UCCE (11.5)
• Developed UCCE scripts by creating new scripts, copying and modifying existing CVP scripts, and interpreting Avaya Vectors, and Cisco UCCX scripts and finding or creating similar logic within the UCCE CVP, and call studio scripts.
• Created Call Studio Scripts, as well as modified and streamlined existing scripts
• Managed work to upgrade multiple Clinics and hospitals From Nortel/Avaya to Cisco. Coordinated Contractors, set timelines, Assisted with Bulk import and logical setup of thousands of phones.
• Managed and configured multiple ISR’s, Voice Gateways,
• Bulk Import WebEx Users for conversation from CWMS to WebEx Cloud
• Assisted in executive and Executive assistance training of The new WebEx cloud and software setup.
• Led a team of WebEx support Techs in the Training of Super users and expanded capabilities of WebEx (Teams, meetings, Event Center, and Training)
• Began the process of integrating Microsoft Teams, with WebEx
• Act as liaison/Escalation point to medical and support staff needing phone system changes including custom call routing for departments and administrators
• Developed phone system solutions to meet Staff and patient needs
• Communicate changes to Hospital and clinical staff about phone system changes
• Handle Support escalations and executive staff special requests
• Educated Telecom staff on new features and ways to improve customer support
• Work with support vendors for continuing upgrades and support of current Cisco Collaboration environment.
• Managed CUCM 5 Cluster Enviroment with a Central SME cluster (over 75,000 connected end points over the state of Texas)
• Migrated UCCX 9.1 scripts over to UCCE Scripts manualy
• Manage UCCE (11.5)
• Developed UCCE scripts by creating new scripts, copying and modifying existing CVP scripts, and interpreting Avaya Vectors, and Cisco UCCX scripts and finding or creating similar logic within the UCCE CVP, and call studio scripts.
• Created Call Studio Scripts, as well as modified and streamlined existing scripts
• Managed work to upgrade multiple Clinics and hospitals From Nortel/Avaya to Cisco. Coordinated Contractors, set timelines, Assisted with Bulk import and logical setup of thousands of phones.
• Managed and configured multiple ISR’s, Voice Gateways,

Telecommunication Supervisor/ Sr Engineer

Confidential - Dallas, TX

Responsibilities:

• Manage multi node CUCM Environment (10.5.2)
• Manage UCCX (10.6.1)
• Manage UCCE (10.5.2)
• Developed hundreds of UCCE and UCCX call scripts for data dips, virtual hold features, ServiceNow api calls for screen automation
• Assisted with Network/Telecom RFP
• Managed SMARTNET contract with VAR
• Brought the support of the CUCM, UCCX, UCCE environment in house to save money
• Installed Informacast basic paging, used for multicast announcements over the phones
• Developed multiple call centers including video enabled voice interpretation line used for medical interpretation throughout the hospital system
• Multi-site upgrade from AVAYA digital to Cisco Confidential (vector to UCCX, UCCE/CVP, Hunt pilot)
• Manage and configure 29xx, 39xx, 4xxx SRST router and Voice Gateway’s
• Manage, configured and installed vg224 and vg310’s
• Act as liaison to medical and support staff needing phone system changes including custom call routing for departments and administrators
• Developed phone system solutions to meet Staff and patient needs
• Communicate changes to Hospital and clinical staff about phone system changes
• Handle Support escalations and executive staff special requests
• Educated Telecom staff on new features and ways to improve customer support
• Work with support vendors for continuing upgrades and support of current Cisco Collaboration environment.
• Manage multi node CUCM Environment (9.1.2)
• Manage UCCX (10.6.1)
• Remote site upgrade from AVAYA digital to Cisco Confidential
• Completed step phone Firmware upgrade for over 4000 Phone
• Configured Racked 2900 and 3900 SRST
• Implemented cube to cube connection to Interpretive services (PARAS), enabling Video calls
• Pull and terminate Cat6a Cables to patch panels, and wall Jacks
• Move Siemens/Unify digital and IP phones
• Repair Broken Screens on Siemens Optipoint digital phones
• Maintain Inventory of Cabling supplies and tools
• Tone and trace Analog lines and Cross Connect to Cisco Analog Gateways
• Use Fluke Line testers to troubleshoot and certify Cable Pulls
• Work with Unify to resolve registration errors on OSV phones
• 1500 phone upgrade project
• Install new phones and cabling
• Remove existing phones
• Troubleshoot errors on OSV and Digital gateways
• Stage phones for deployment
• Maintain inventory database of deployed phones

IT Service Manager

Confidential - Dallas, TX

Responsibilities:

• Managed 7 employees
• Ensure highest level of support is provided from my employees, via enforcing SLA’s, Training my employees in areas they are week, and finding new talent when necessary.
• Maintained Office Calendar and Scheduled appointments with Customers
• Maintained company Vehicles and managed office resources to ensure we had maximum availability to the technicians
• Held one on one meetings with employees to address issues and find improvement plans to produce better employees
• Operated as main point of contact for customers and assigned Tickets to Technicians
• Operated as Project manager
• Addressed Customer complaints and helped find resolution
• Held weekly meetings with the staff to go over projects and tasks for the upcoming week.
• Managed the reconciliation of equipment and established relationships with Electronic Recyclers to destroy or recycle aging equipment
• Helped maintain relationships with several Investment companies, and Hedge funds. (Including several Billionaires and Millionaires)

Service Desk Supervisor

Confidential - Addison, TX

Responsibilities:

• Managed up to 7 employees
• Supported 3rd party mortgage servicing applications and websites (ie Lenstar, Venorscape, ect...)
• Train customers with visual presentations and documentation (how to documents) on how to use the software and hardware products we supported.
• Write documentation on new and upcoming software and hardware updates
• Ensure highest level of support is provided from my employees, via enforcing SLA’s, training my employees in areas they are weak, and finding new talent when necessary.
• Installed, tested various Ticketing, and Desktop management tools (including ServiceNow business edition, SpiceWorks, ServiceDesk Plus, Desktop Central, TrackIT.
• Evaluated, tested, and implanted installation of ServiceDesk Plus, and Desktop Central products from ManageEngine. These products are less expensive versions of SCCM
• Administered Ticketing system and Desktop support software. (Manage Engine Service Desk Plus and Desktop Central) - Similar to SCCM
• Worked with other managers throughout the company to streamline IT Policies and procedures
• Participated in monthly Pier Training where each department would give high-level training on other business processes. This helped each department understand where priorities fall within the company as a whole.
• Participated in data collection for SOX and Client Audits from major Mortgage and investment companies. I would answer 10-15 Audit reviews per year, and would implement security and policy changes based on the audit finding and reviews
• Assisted The Director of INO in the management of the IT Budget.
• Managed relationships with Vendors to help get the best prices on PC’s Servers, and software
• Managed a yearly Budget for the service desk of up to $500,000
• Managed our IT vendor and professional services budget to help reduce cost of full time staff while providing maximum support coverage.
• Managed the reconciliation of equipment and established relationships with Electronic Recyclers to destroy or recycle aging equipment
• Evaluate and train new service desk personnel
• Provide Executive and Partner support both in the office and Home systems
• Administrate a Blackberry Enterprise server (BES)
• Managed wireless contracts to ensure maximum uptime on our company blackberry’s, iPhones, and Portable MiFi Devices.
• Administrator Security surveillance system,
• Provided l hardware and software support for over 1500+ computers and network devices (note: over 400 devices were in remote offices). This support is providing Via E-mail, Phone, and face to face.
• Supported external customers with basic support of Custom C++ applications written by in house development team
• Wrote Educational documentation for our customers to help them with basic or common issues reducing the support calls related to these items
• Hardware support includes troubleshooting, diagnosing, repairing and calling for repair for in warranty devices. Hardware devices includes but is not limited to: workstations, printers, scanners, copiers, fax machines, keyboards, monitors, mice, KVM switch, projectors, Blu-ray players, HDTVs, barcode scanners, modems, external DVD/CD writers, external HDD, Smartphones, Avaya phone system, Cisco call manager, Cisco switches
• Software support includes: Troubleshooting, diagnosing, Training/Teaching, installing, upgrading/updating, and configuring any and all software needed by the customer. The software we use includes but is not limited to: Microsoft Windows 7, Microsoft Office 2010 Microsoft Windows 2008 R2, Active Directory, ServiceDesk plus, Desktop Central, Citrix Desktop Director, Symantec Ghost Suite 1.1, Blackberry Enterprise Server 4.1, DameWare NT Utilities 5.5, Adobe Photoshop cs5, Adobe Acrobat 11, and Several applications written in house on a C++ and .Net framework.

Help Desk Technician

Confidential - Coppell, TX

Responsibilities:

• Mapping Cat5e and Cat 3 cables throughout 17 schools within the district.
• Pulling (installing) miles of new cat3 and cat5e cable
• I provided email, and onsite support for each campus assisting with any computer, phone, or fax issue they had.
• Create custom computer images using Symantec ghost
• Create custom software installations using Novel software automation tools.
• Software supported at the schools consisted of but is not limited to: Microsoft Windows 95, NT 4.0, 98, 2000, and XP, Microsoft office 2000 suite, Novell client, several teaching related software applications, Adobe Premiere, and Adobe After Effects.
• Mapped the cat3 and cat5 wiring in 13 schools
• Ran over 2 miles of copper wire thru 13 schools
• Upgraded and unified the entire school districts phone system from individual Nortel phone systems to one district wide Avaya Definity phone system
• Managed 8 school’s computer systems and phones.
• Setup 4 mobile computer labs, with 30 laptops, a built-in charging station and a portable wireless hotspot.
• Cable installation, troubleshooting, time management, cable certification.

Server Technician / Printer technician

Confidential - Norman, OK

Responsibilities:

• Replaced parts on multifunction copiers and printers
• Replaced parts on servers and mainframe computers
• Installed network switches and routers
• Travel to remote locations to assist Sr technicians with troubleshooting network and server equipment.
• Troubleshooting, time management, heavy lifting

Call Center Agent

Confidential - Farmers Branch, TX

Responsibilities:

• Support consisted of First line support of Home user issues. This could be anything from how to power up the PC to software and hardware issues. Also supported HP CD writer drives via E-mail support
• Troubleshooting, Time management