Sr. Cisco VOIP Engineer Resume

SUMMARY

Directly responsible for managing the North American deployment of Telephony and video infrastructure in these areas:
Cisco IP Telephony systems (CUCM 7.0 & 8.5)
Voice Mail and integration with other IT messaging systems (Unity and Unity Connection)
Automated Call Distribution (ACD) for Call Centers, Order Desks and Shared Services (UCCX)
Video technologies supporting Video Conferencing, Surveillance, and Video on Demand
Integration of future technologies including Unified Communications (Lync)
Telecommunications Circuit Provisioning (SIP & PRI)
Familiarity with other infrastructure technologies in the following areas:
Network Security (Cisco ASA/PIX, IDS/IPS)
Network switching and routing (Cisco)
Wireless LAN Networks (Cisco)
Hardware Load - balancers (Cisco & Netscaler ADC)
Responsible for supporting the underlying infrastructure of Group I.T. application solutions in the areas of our Global standardized technologies.
Responsible for supporting the underlying infrastructure of cross-country services
Assist with the definition of the strategy and roadmap for all voice services.
Own and / or contribute to Infrastructure projects to ensure a smooth transition into the live environment, deliver on time and to budget e.g. new group or country specific applications / services, integration of acquired companies, new site installations, introduction of new applications or development of Infrastructure services
Play a key support role in ensuring that services remain cost-efficient, reliable, stable, scalable and secure
Participate in identifying and working towards providing a seamless and integrated service infrastructure
Be the point of escalation for incidents from Country Service Desks into 3rd line groups as necessary (Core Service Desk, Service Owners or Solution Design)
Provide specialist technical support for infrastructure related to predominantly corporate (Group-wide or emerging cross country) BIS / Infra services & applications (ensuring all incidents are logged and tracked in SDE)
Ensure service performance meets or exceeds business expectations and is delivered in accordance with SLAs
Serves as a focal point in terms of providing guidance and direction in relation to operations for their specialist area
Maintain a detailed knowledge and awareness of the GI Services portfolio
Uses ITIL and quality management technologies to continuously monitor and improve IT processes
Maintains an overall understanding of current and emerging technologies
Document Infrastructure and BIS application landscapes, facilitate transition of knowledge and drive transition of operational support activities to the relevant groups. Produce support documentation (to be stored in the Global Knowledge Base)
Create and develop the required Standard Operating Procedures (SOPs) to effectively support the appropriate services
Contribute to configuration management information and ensure inventories are maintained at all times
Work closely with the GI architectural staff and other IT units to identify technology that could benefit the business. Conducts feasibility studies, develops business cases, and conceive deployment strategies
Communicate service outages and changes to the business effectively (through Service Desk)
Working with the appropriate IT units, contribute to a gradual decline in the number of IT incidents through effective Incident and Problem Management. Contribute to root cause analysis and problem reviews
Makes recommendations to IT management on direction and utilization of technologies.
Minimum of 5 years I.T. experience in a large technical environment
Experience should include 3 years implementing and supporting voice systems (preferred experience with Cisco Collaboration solutions - Call Processing, Unified Messaging, Contact Center, and Call Recording)
Ideal candidate will also have network security and/or LAN/WAN network experience (preferred experience is with Cisco solutions)
Pro-active and methodical working style with a positive and ‘can do’ attitude
Must have experience identifying and implementing technology solutions.
Customer focused and service orientated
Excellent communication skills
Possess the ability to articulate and to communicate well in English (verbally and written)
Excellent interpersonal skills required; able to work well in the overall team
Awareness of IT support processes (Incident, Problem, Change and Configuration Management)
Solid understanding of how IT infrastructure components support the business
Willingness to travel internationally (once or twice a year)
Experience with vendor management and contract negotiations.
Preferably qualified in the areas of service delivery (ITIL) and project management (PRINCE) or the appropriate levels of experience

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