SUMMARY:

• Over 15 years of experience in the Telecommunications and IT/DATA Networking work space.
• Experienced IT professional specializing in IP Telephony, Telecommunications, IT Networking and Unified Messaging desktop solutions.
• Systems Engineer with a proven ability to install, configure and manage complex IP convergence solutions that deliver business value.
• Work well independently with little supervision as well as in a team environment that involves collaboration of ideas and troubleshooting skills to meet a common goal.
• Take direction well from management with the understanding of company values, policies, procedures and models for success to grow the business while building worthwhile relationships and rapport with others.
• Exceptional oral and written communication skills coupled with established presentation proficiency.
• Capacity and intelligence to grasp new concepts quickly and to seek out resolutions to problems efficiently.
• Provided a comfortable, quiet, virtual office for work which allows for availability to be flexible on projects that could span to any hour, weekday or weekend to provide support and remain focused on a project.
• Claimed the role of Unified Messaging Subject Matter Expert (SME) by cross - training members of Professional Services team so that they developed a better understanding of voicemail solutions to become more proficient.
• Provided onsite training for customer staff when requested for voicemail solutions in a training environment to provide value to the customer, a foundation of knowledge and skills to be “rolled out” as a solution across their environment.

PROFESSIONAL EXPERIENCE:

Confidential

Beta Support Engineer

Responsibilities:

• Troubleshoot and mentor other engineers for Skype for Business Beta and preview offers.
• Office 365 Portal configuration, solve issues for customers involving Skype for Business Online and On Premises environments.
• Assist with Number Porting from phone company to Confidential for Skype for Business.
• Assist other engineers with troubleshooting customer issues.
• Setup lab and document issues with Office 365 Portal and URLs.
• Troubleshoot and document issues with Android mobile devices with Skype for Business Beta Software installed.
• Familiar with AWS EC2 and AWS Management Console.

Confidential

Technical Support Engineer

Responsibilities:

• Troubleshoot filer-down issues for customers including configurations that involve -VMware, Windows, Linux, connections with FCP, iSCSI, SAN storage, assist with storage software and firmware upgrades and lab testing in-house.
• Familiar with MPHA, MPIO, LACP, DR sites, ethernet and Fibre channel port connections.
• Troubleshoot switches and filers on networks.

Confidential

VoIP Solutions Engineer

Responsibilities:

• Exposure to CUCM and Disaster Recovery, SRST and Sonus exposure with PSX and SIP Servers
• Lab Testing and certification of VoIP phones, Confidential System Platform, AES and CMS servers that connect to the Bank of America lab environment to certify for the production environment
• Configuration of Confidential servers, Genesis configuration and implementation - DSI, and analysis of call flow including SIP, and multiple codecs such as G711,G729—exposure to Sonus servers (GSX, PSX,ESM)—coordinated conference calls for projects involving SIP and TDM call flow, Made adjunct links from AES to NICE Call Recording server
• Administration of Confidential AES, CMS and H.323,MGCP IP Phones. ASA and PuTTY for connections to the Media Gateway, Genesys, PSX. Linux usage for review of packages and configurations in the home directories-edit files and host entries with vi editor and Excel
• Involved in SSL, TLS, PKI of Web Servers on corporate Windows Servers- This includes verifying valid certificates on the server and client, reissue certificate from the Enterprise CA if needed, checking the thumbprint,date of expiration, as well as verification of the public and private key to conform to PKI infrastructure.

Tier 3 Engineer

Confidential

Responsibilities:

• Administration of Windows 20 03/2008 and 2008 R2 Servers including IIS 6.0, IIS 7.0, IIS 7.5
• Utilize troubleshooting skills to resolve issues with SCCM-use SQL Server MGT Studio to manage database and run TSQL scripts
• Assist customers with SCCM Package deployments, and WSUS updates to clients and servers for new and existing installs
• Engineer in CritSit watch -- troubleshoot multiple cases per day in engineer queue—work on Severity “A” cases in real time until resolved --Troubleshot USNAT customers including US Government
• Experienced in using tools for troubleshooting such as MSSOLVE,Visual KB, technet, bugcheck, snooper, NetMon and parsing of log files for determining flow of network traffic and deciphering failure in packet transmission and/or communication failure
• Close cases efficiently while providing the highest customer satisfaction
• Share case documentation, solutions and “gotchas” with Engineers on support team
• Provide updates on pending cases that require escalation or team involvement

Tier 3 Engineer

Confidential

Responsibilities:

• Troubleshot quickly and effectively while taking live calls in queue - all the while remaining calm, confident and with a professional attitude to get to a resolution for the customer
• Administration of Windows 20 03/2008 and 2008 R2 Servers including IIS 6.0, IIS 7.0, IIS 7.5
• Able to multi-task with many cases in “active” status at once and in addition meet Service Level Agreements on agreed timelines. Made initial contact with customers when assigned daily cases from duty managers.Troubleshot customer issues that range from Severity A, B or C including Critical Situations (CRITSITs)
• Knowledgeable of Lync, OCS 2007 R2, OCS 2007, LCS 2005, LCS 2003 and server roles including Mediation server, Edge Server, Front End server(s), Director, Federation, PIC, Live Meeting, UM and Voice solutions. Familiarity with Exchange Web Services, Removing and adding of Certificates (PKI) on clients and servers, requesting new certificates from the Enterprise CA, replacing corrupt certifcates, IIS administration including certificates, ISA 2006,Forefront Management Gateway, and Hardware Load Balancers, familiar with the protocols used: TLS, TCP, MTLS, SSL, SIP, STUN, TRN, UDP, HTTP, and the ports that go with, Voice translations.
• Continued to work with customers beyond scheduled shift time if needed and was available to accept other cases from co-workers when asked by team members or manager
• Provided professional support and verified that customer’s needs were met before closing cases to gain highest customer satisfaction possible—included the Technical Account Manager on updates-this usually resulted in excellent surveys from customers shared with management
• Setup a lab in office to reproduce customer issues and to experiment with different scenarios and configurations within the OCS product and how it communicated on the network with other entities
• Configured and supported applications on Windows 2003/2008 Server, Windows XP, WIndows 7, Windows Vista, and legacy clients and servers
• Continued to learn new procedures and processes set within a team environment and in addition comply with Non-Disclosure agreements and confidentiality of customer information.
• Successful in troubleshooting issues with a product that proved to be very complex and integrates with many other products including Sharepoint, SQL Server, DNS, Active Directory, Web Servers, Unified Messaging, Confidential Exchange and customer infrastructures such as firewalls, DMZ and Domains
• Skilled in documenting Bugs in the product and escalating cases for review by Escalation Engineers on the OCS team that would be passed to development teams
• Able to utilize lab, Network Monitor, Wireshark and tools such as Snooper and SIP Analyzer to reproduce and troubleshoot issues for customers
• Walked customer through steps of logging on servers and clients in order to get the data in-house via FTP to continue troubleshooting, in some cases this was without seeing the customer’s servers
• Able to direct customer through Active Directory and configuration changes necessary to allow Domain changes for the OCS product to be configured properly
• Troubleshoot PKI and certificates on Exchange Servers in order to complete the UM piece of an OCS solution
• Continued to keep perfect attendance throughout year and scheduled work shifts for phone support.
• Assisted new engineers with “ramp-up" on phone calls and how to decipher client/server logs
• Included manager in emails and face to face conversations when needed. Preparing for any possible escalations which in turn may cause negative customer satisfaction while at same time moving forward toward quick, and accurate resolution to their issue
• Continued to stay current on reading and resource manuals for OCS by using interwebs documentation, Confidential ’s technet and any weekly updates to the product and/or Windows Server updates
• While case is open, continue a rapport with the Technical Account Managers (TAMs) in order to keep a productive action plan for the customer’s issue and to keep high customer satisfaction

Systems Engineer

Confidential

Responsibilities:

• Demonstrated an acute knowledge of Confidential solutions, what differentiates them from competitors’ as well as how they interoperated with other vendor’s solutions
• Implemented voicemail solutions involving Modular Messaging and Intuity voicemail servers and desktop solutions, including MM Thick Client, Web Client, Web Subscriber Options, UCC, One X Speech, MM w/Exchange, Survivable Modular Messaging, Internet Messaging for Intuity Audix, POP3/IMAP4 solutions for Outlook, Lotus Notes, Novell Groupwise AppleMail, Dot Messenger, Client Access, Configuration of MAS and MSS servers, ELA, Fax Integration and generate licenses. Configured software settings within the PBX and Definity 8300,8400,8700, Experience with setting up IVR within Confidential software
• Knowledgeable of AES and MOC ( Confidential Office Communicator) solutions for Confidential . Familiar with Virtual Servers
• Developed into a subject matter expert (SME) on Web Server solutions, Speech Access and Modular Messaging desktop solutions. Familiar with UNIX commands to work on LINUX based machines
• Implemented start to finish “onsite” Confidential solutions for customers including Survivable MM, MM w/Exchange, One X Speech
• Took lead on troubleshooting engagements to resolve technical issues involving various converged communications solutions in LAN and WAN environments while working closely with Tier 3 and Tier 4 support when necessary
• Drafted Confidential UC application documents for cross-training of team members on solutions that involved my support to utilize in front of customers and onsite technicians
• Directed onsite technician to prepare servers for the customer LAN including naming of server, DNS entries, TCP/IP setup, login access/credentials and software loading and network troubleshooting
• Provided onsite knowledge transfer for UC solutions to an audience of IT and Telephony professionals to provide understanding of voicemail solutions and value to the customer
• Performed post-sales activities, composed statements of work (SOW), performed on-site installation and participated in up-selling other Confidential products and solutions. Completed weekly database entry of project hours and admin time
• Acted as liaison between the IT and Telephony departments to assist in their understanding of how the voicemail solutions mesh together within their environment and coached them in populating proprietary site surveys and Data Collection Tool (DCT) files
• Troubleshot TCP/IP network issues with customer IT staff involving DNS entries, T1 connections, PBX configuration, adding servers to the LAN as a Workgroup or Member server. In addition, worked along with customer contacts to search and edit ADUC when necessary, populate LDAP fields for corporate directory lookups and other Confidential technologies.
• Assisted with Exchange administrators to build complex “service accounts” with specific permissions needed to implement voicemail and email solutions seamlessly
• Provided resolutions and documentation for open issues and worked trouble-tickets to members of UC team to prepare them for any future issues that may arise on other customer projects
• Installed Confidential ’s IP Softphone solution and Confidential Office Communicator (MOC) on desktop PCs

Systems Integrator

Confidential

Responsibilities:

• Messaging Consultant for LAN connectivity involving TCP/IP networking.
• Implemented Lucent Technologies’ voicemail solutions including: Call Management Solutions, Network Printers, GEOTEL phone routing software, PBX switches and configured ASAI/MAPD, X.25 and CLAN cards.