TECHNICAL SKILLS:

• Genesys Classes
• Framework 8 Deployment
• Building basic routing strategies
• Framework 8 Foundation
• GVP 8.1 Foundation
• Essex County College
• Learning Tree Technology School
• Telecommunications
• MAC troubleshooting
• Windows NT 4.0
• Windows 2000 Server
• Windows 2000 Advance
• Windows XP Professional.

PROFESSIONAL EXPERIENCE:

Confidential, PHILADELPHIA, PA

SR. Eng 4, Software Support

Responsibilities:

• Manage and create instance volumes images for Supporting OpenStack VM’s.
• Sr. Lead on Hi Volume Large Audio Cloud Conference Calls. Supporting the capacity of 500 participants.
• Hands - on implementation CentOS.
• Supporting Free SWITCH (Version 1.5.5b, 1. 726448 d managing CFS/RFS/MB.
• Training Hi Executives Managing Presentations.
• Providing Infrastructure Metric reports for Directors, via Splunk, Power Bi.
• Trouble Shoot Free SWITCH Dial Plans.
• Managing and creating session border controllers version 1.6.10.
• Designing Support Infrastructure Methodology on how tickets and support SR service request are entered in system for iCollaborate.WebEx.com, Cloud Conference, Remedy Tools.
• Support / assist the Audio Video team on Executive / Directors Implementation.
• Perform Hi Level training courses to Teams and Division on Cloud Conference.
• Perform Hi Level Probe Traces in Iris.
• Create IVR Voice Recording for EPS.
• Performing Cisco Telepresence video meetings with AV team supporting the environment.
• Supporting and Working with West Division on providing solutions on PBX stations / firmware updates.
• Testing Cisco Conference Units for VOIP quality.
• Setup PowerBI Mircrosoft reporting dataset.
• Created the Operated Assistant infrastructure for iCollaborate UC production environment.
• Created the Ideas for Database Operation.
• Created the current support model managing 37,000 registered conference participants using Remedy ticketing system.
• Created the design of the Conference Bridge home Internal page support link.
• Created all response ideas for the WebEx recording verbiage for automation responses.
• Created all ideas for the automated large volume responses to participants.
• Responsible for training different divisions on using the UC cloud conference platform.
• Escalation support for the Sr. VP executive team.
• Escalation support to the AV team, supporting Telepresence / pmr meetings.
• Manage the InterCall decommission project for Confidential participants.
• Created the idea for the Dashboard monitoring all the servers.
• Created the regression document for the production environment.
• Created support documents for Conference Bridge.

SR. CISCO IPT AND/OR AVAYA ENGINEER

Responsibilities:

• Maintain awareness of the customer LAN design standards
• Provide troubleshooting assistance to Support / Operations personnel
• Hands-on implementation and delivery experience of Cisco IPT / Avaya infrastructure
• Hands on experience of migrating users and sites to Cisco IPT (CUCM) / Avaya
• Able to understand complex dial plans and implementation of dial plans
• Implementation, service introduction, and service support.
• Integration of CUCM with third party CTI solutions
• Detailed understanding of Cisco platforms and technology
• Port Security related to voice configuration on the network
• Detailed DHCP knowledge supporting Cisco IPT configuration (i.e. specific configuration statements such as IP helper-address)
• Configure extension mobility clients in CUCM and configure voicemail in Cisco Unity,
• VLAN configuration and diagnostics
• LAN COS/QoS configuration and diagnostics
• Layer 2 switch configuration with specific hands-on experience configuring Cisco 37xx or equivalent Catalyst LAN family switches in the BMS environment
• General understanding of Network Management (SNMP etc.)
• TFTP general knowledge
• Some experience required with WAN routing / diagnostic skills as well (i.e. MPLS, BGP, EIGRP)
• IPT Architecture and Issues (Packetization, VAD, SS/MGWs, Jitter, Latency, COS, Security, Firewalls, Session border Controllers, etc.)

Senior Telecom Engineer

Responsibilities:

• Role is to ensure the stability, integrity, and efficient operation of the in-house information systems that support core departmental functions. This is achieved by monitoring, maintaining, supporting, and optimizing all networked software and associated operating systems.
• System Engineer and Support/Backup (DNS, DHCP, Proxy, Authentication).
• VoIP / Cisco Unified Communications design, implementation and support.
• Departmental desktop support / Assist with server support.
• Custom Report Development.
• Database Administration.
• PBX Ancillary Systems Support (Centergy, Dictaphone, Higher Ground, Telident E911, MCS5100)
• Aastra Clear Span VOIP/ Point span PBX TDM system experience with network/security applications/platforms i.e. Load-Balancing (ACE, GSS, F5), DNS, DHCP(IPAM), Internet Proxy.
• Tele-Management System Support (System Audits, Billing, Cable Management, Inventory, Work Orders, Trouble Tickets).
• Setup Code Blue IP5000 / CB3000 /CB3100 via SIP connection.
• Research New Technologies (Unified Messaging, Multimedia Conferencing, Wireless Technologies, VoIP Monitoring Tools.
• Network Engineering Support (Provide backup to Network Services).
• Provide on-site training to departmental personnel in the use of all departmental computer applications.
• Experience with QoS, Mutlicast, WAN Acceleration.

SR. Telecom Engineer

Responsibilities:

• Maintaining and monitoring the telecommunication network, applications and infrastructure for a customer service environment.
• Includes monitoring, trouble isolation, corrective action implementation, developing project requirements.
• Supporting Avaya PBX 8730, IP phones 4620, 4621 call center, total of 1000 agents, Avaya ASA AES, modular message, CMS, CDR reporting.
• Nice Call recording screen/ voice, 3 years installs and support.
• Symon Wallboard 3 years installs and support.
• Integration points, such as Avaya Platforms, ensuring seamless overall solution knowledge (ie AES Interface, ACM features/functionality) SIP, Avaya Communication Systems platform and products, etc).
• Previous operations support experience in telecom maintenance, implementation and design
• Working on large complex systems.
• Able to communicate ideas efficiently in writing as well as orally.
• Ability to work in fast-paced development environment.
• Database Maintenance using Toad for Oracle 11.
• Experience in Telecom trouble isolation and resolution.
• Supported Voice and Data circuits: ISDN, POTS, PSTN, DS1/T1, PRI, T3/DS3.
• Operational and on-call experience.
• Supported of TCP/IP and networking.
• Supported SIP / VoIP.
• Genesys Product Suite: Genesys Framework v7.x., Genesys Routing x7.x, Virtual Hold, Genesys CCPulse v7.x, Genesys GVP v7.x, and Genesys Internet Suite and Multimedia.
• 3 years supporting Genesys GVP 7.6 - 8.1 Linux, Solaris environment.

Telecommunications Engineer

Responsibilities:

• Responsible for the maintenance of and for ongoing enhancements to the Telephone and IVR system.
• Development of strategy, design and implementation activities for a variety of client Unified Communication (UC) solutions.
• Ensures that our IVR, CTI, phone switch and Symon wall board are working at all times.
• Universal Routing including detailed knowledge of Routing Strategy concepts and data integration for enhanced routing.
• Diagnoses equipment malfunctions, and repairs voice and data (as related to telecom area) equipment by taking the appropriate steps.
• Installs, moves, and modifies telecommunications and related equipment according to job order specifications, standards, and procedures.
• Troubleshoots calls that come through the Help Desk.
• Calls are answered within the defined timeframes and clear and precise resolutions are entered into the system.
• Conduct research on emerging products, services, protocols and standards in support of telecommunications development efforts and upgrades.
• Knowledge in phone installation wiring, and T1/T3 concepts.
• Alcatel phone switch, CTI and Genesys experience.
• Ability to regularly exercise independent judgment or initiative to solve technical problems independently.
• Ability to handle multiple tasks concurrently, prioritizing and accurately completing assignments.
• Excellent interpersonal and communication skills and the ability to interact with all levels of staff.
• Telecommunications Systems used.
• Alcatel 4400 Omni PCX phone switch.
• Genesys automated voice processing system.
• Symon 2000 wallboard.
• Magnasync C2.9.5 recording system (voice and screens)
• Octel Voice Mail.
• Support Windows 2008 Domain DHCP, DNS.
• Polycom Video conferencing.

Senior Technical Support Engineer

Responsibilities:

• Managed SMSI, Telemate CDR Application, ECAS, Pro Com, Business Composer, Aspect dialer.
• Handle all telephone bills with vendors/ deployed DS3’s, T1’s conferencing.
• Project management for all telephony projects.
• Handle help desk level 1, 2, 3 support tickets for telephony.
• Supported Cisco IP phones .
• Siemens 06i), Siemens Hi Path (300).
• Supported VOIP - SIP, H323, SCP.
• WAN Technologies (DS, PRI & OC circuits, MPLS.
• Supported Avaya phone types, callmaster-6408D+/ VOIP phones.
• Avaya IP Office (412).
• Avaya CMS Supervisor 15.
• Avaya One X Agent 1.0 / 2.0 SP1, 2.
• Avaya IP agent.
• AES Server.
• CMS 5.5 Server.
• Avaya gateway 0’s.
• Avaya 8730’s media gateways.
• Avaya 8300’s 8500, 8500b.
• LSP servers.
• Modular Messaging Mail / Intuity Audix / LX.
• Perform Support for Aspect Dialer.
• Manage all the billing for DS3 / PRI’s / T1/s TDM, SIP.
• Provided maintenance cost to save business money on capital cost.
• Setup ACD groups vectors, VDN’s, Hunt Groups.
• Runs Reports in CMS Supervisor different versions up to 15.
• Work with Convergys IVR systems.

Telecommunications Engineer

Responsibilities:

• Provided extensive user consulting and technical assistance to PBX and voice system environments.
• Performed various analyses based on user needs assessment and technical knowledge of PBX, VoIP, voice mail systems and the application of various system feature functionality to diverse user work environments.
• Reviewed, analyzed and responded to all customer requests their telephone or voice mail service.
• Consulted with other technical support personnel, vendors, consultants for telephone and voice mail service needs.
• Performed adds moves and changes as needed.
• Assured all users received quality care in response to their inquires and service.
• Provided management with technical telecom recommendations.

Project Management

Responsibilities:

• Worked with different division communication managers from different regions across United States. Provide extensive training and presentations for projects.
• Performed demos of projects to ensure safety back out redundant procedures.
• High Level organization planning for projects.
• Superb verbal communication and writing skills.
• Worked extensive hours to complete projects.
• Analysis of new technology.
• Performed Modular Messaging projects for VOIP upgrades and patches for multiple Citi branches across United States.
• Was responsible for implementing compliance standards within Avaya, Nortel, and Platforms. Installed and work with reasonable amount of Microsoft products. Additional responsibilities.
• Reviewed and analyzed trouble reports generated by end users/customers or system generated alarms, error codes and trouble reports.
• Worked extensively with end users, peers, vendors, and contractors to determine nature of reported trouble and appropriate courses of action for problem resolution.
• Dispatched or scheduled repair technicians as required.
• Tracked logs and otherwise administered trouble reports to ensure proper deployment of resources and closure of trouble reports.
• Provided PBX reporting information for all trouble reports and acted upon.
• Developed, recommended and implemented reporting procedures and processes to ensure response times were consistently met and resources utilized in an efficient and effective manner.
• PBX Systems Supported: Avaya Definity G3, G3si, S8300, S8500, S8720, Media Gateways, G350, G700, Modular Messaging, Intuity Audix VM, Intuity Audix LX. Nortel Option 11 Utilize Avaya Site Administration application accessing systems listed.

Senior Voice / Data Administrator

Responsibilities:

• Performed hardware and software Moves, Adds and Changes on the Avaya Definity G3si PBX.
• Set up a Call Center and programmed vectors, hunt groups and Intuity Audix voicemail for 250 users.
• Installed and administered a Merlin Legend phone system.
• Upgraded the phone systems to an Avaya G3 PBX.
• Cisco Call Manager v 3.0 / Unified Communications Manager 6.0, 6.1 manage / deployed from Avaya Definity system.
• Performed network upgrades, programming Cisco switches and back bone switches.
• Responsible for maintaining all the telephone lines and pots lines for the company.
• Ran Telephone reports for managers.
• In charge of remote facilities telephone services for 3 WAN connection locations in Chicago, California, and Canada.
• Configured a Toshiba Strata voice system for Canada.
• Run Network and Telephone wires for 400 users and also crimped and punched down wires to 66 and 110 blocks.
• Administrator for 20 different servers including: MS Exchange 5.5 Server, Pro E, ADP, SQL, Proquis, server, Forecast, Right fax server software PDC and BDC, Cisco and Shiva VPN software, Homeserver, NAS unit, Maxnas unit.
• Upgraded 400 computers in WIN 95, WIN98, WIN 2000, and XP Pro environments.
• Setup BDC Servers in 3 remote facilities and setting up a complete network and computer upgrade to connect to main site in Riverdale, NJ
• Setup numerous servers for file sharing and software functionality for users.
• Responsible for backups and recovering files using Arc serve 2000 and Veritas for 400 hundred users and servers.
• Provided 2nd level help desk support.
• Performed Department software upgrades.
• Responsible for all 3com hubs and Cisco switches and training new users when hired in Company.