PERSONAL PROFILE:

• I have an exemplary records in the Telecommunication industry where providing consistently high standards of customer care is a priority, and this gives me great professional pride when a client is satisfied with the services i provide.
• My experience in Voice and Data Telecommunication has run concurrently with my on - going and extensive studies in VoIP, SIP, UCCX and UCCE.
• This has enabled me to develop skills in; prioritising tasks / time management, working under pressure to resolve technical issues, dealing with complex information and communicating effectively with a diverse range of people. I am positively driven; versatile and self-motivated with a strong will to succeed.
• Ideally I would like to combine my SIP and VoIP experience with Unified Communication expertise.
• I am always enthusiastic about meeting challenges where learning and applying new skills are concerned.
• Speed and accuracy in computing and numerate skills developed through design and implementing an IP addressing scheme, Dial Plan and Dial Peers at work.
• Logical and methodical approach to solving calls flow difficulties and malfunctions.
• Troubleshooting problems on a regular basis at work, until completion or referral to third parties. Troubleshooting IP Phone Registration and SIP trunk Interoperability at work.
• Ability to respond rapidly to client’s needs and provide a wide range of customer services through work as a Unified Communication Engineer.
• Creating UCCE Scripting with CVP and Basic Scripting with call variables.
• Thorough understanding of SIP protocol and hands on experience in analysing SIP Traces.
• Knowledge of VXML Gateway for UCCE and CVP.
• Installation, configuration & setup of SIP trunks, voice gateways and gatekeeper.
• Experience of TDM to SIP gateways and Cisco Unified Border Element (CUBE).
• Good working knowledge of Cisco UCCX integration and troubleshooting.
• Knowledge of Cisco Unified Communication Manager (CUCM) and Call Manager Express.
• Installation and configuration of Cisco Finesse, Cisco CUIC.
• Experience of packet analysis tools such as Wireshark and TranslatorX to interrupt traces.
• Experience in PBX, SIP trunk and CUBE interoperability testing.
• In depth knowledge of VoIP protocols - SIP, H323, MGCP and SCCP and troubleshooting.
• Knowledge of Route plan Report, CUCM CDR Analysis and Reporting and use of RTMT.
• Implement H.323 Gateway, MGCP Gateway, SIP and Intercluster Trunk connections.
• Experience in provisioning of handsets (Polycom, Cisco IP phones 7961, 9971 and Jabber).
• Good working knowledge and experience in the area of networking concepts, SIP, IM&P, TCP/IP, UCCX, IVR, UDP, DNS, TFTP, CDP, RTP, SDP, TLS, RTMT and UCCE.
• Functional Knowledge of Media Resources - MTPs, Conf Bridges, Annunciator and MOH.
• Cisco Jabber and soft-phone (UC One and Xlite) configuration and management.
• Experienced in leading integration of legacy PBX system to VoIP platform (SIP Trunk).
• Troubleshooting CUCM, IP Phone Registration, Route Plans and Reporting.
• Strong knowledge of Dial Plan, Dial Peer, call flow, call signalling and call routing.
• Understanding of CAC, MGCP fallback (SRST), CUCME, Device and Extension Mobility.
• Good Knowledge of routers, switches, WAN and LAN technology.
• Knowledge of Cisco Unity Connection and IM&P - Users, Call Handlers & Call Routing.
• Good working knowledge of TCP/IP and General IP networking skills.
• Experience with fibre optics, Cat 5e cabling, patching and structure cabling.
• Experience working with carriers, hardware vendors, and contractors to troubleshoot voice/PSTN issues as they arise and may affect call quality or reliability.
• Ability to communicate well with customers, in particular translating technical information into the language used by non-technical people at work.
• Ability to communicate clearly and confidently at any level as reflected in my work experience. Possessing an attitude fuelled with positive thinking.
• A mature attitude and a friendly manner can deal professionally with a diverse range of people and motivate colleagues effectively.
• Ability to learn and master new technology quickly and improve personal performance through continual self-study.
• Able to liaise with partner vendor, skill gained during troubleshooting issues at work.
• Consulting with clients/colleagues concerning maintenance and performance of systems.
• Flexibility in adapting to different roles and taking on additional responsibilities at work.
• A reliable team member at work and willing to collaborate with team members to achieve a common goal.
• Proven attendance record and High level of integrity and honesty.

EMPLOYMENT HISTORY:

Confidential

Communication Engineer

Responsibilities:

• Maintain up to date knowledge of all related processes, equipment and working methods to ensure duties are carried out to Company standards.
• Investigate the customer network to board level according to service level agreement.
• Liaise with customers or their representatives, domestic and international Telecoms carriers and third party maintenance engineers regarding fault correction progress and circuit install.
• Maintain customer equipment manuals, network drawings and circuit databases accurately and efficiently.

Confidential

Unified Communication (UC) Engineer

Responsibilities:

• Configuring and building SIP trunks and SIP profiles for PBX’s on Broadsoft platform.
• Handling Tier-3 escalation for all voice and Unified Communication services.
• Working with PMs and Presales to deliver SME and Large scale Enterprise solutions.
• Configure and test ISDN to SIP gateways for new VoIP deployments.
• Liaise with 3rd party suppliers/vendors and partners for fault resolution when appropriate.
• Interoperability testing with different PBX vendors to integrate with Broadworks platform.
• Processing project deliverables and pre-production phases across multiple projects.
• Troubleshooting issues using several management systems and packet capture tools.
• Hands on experience with TDM to SIP gateways configuration, testing and troubleshooting ISDN to SIP (Cisco 2901 and One access gateway).
• Working with Telecom Carriers, hardware and software vendors.

Confidential

Data Centre Operation Engineer

Responsibilities:

• Proactive monitoring and management of the network and infrastructure, dealing with customer calls and assisting with installations and migrations of new equipment.
• Identify operational problems, and resolved the issues, documenting methods of troubleshooting and correction for future use.
• Provide remote hands support for managed and unmanaged customer’s networks.
• Perform hardware installation of Network and Server equipment.
• Investigate Data centre LAN and systems issues (1st & 2nd Line).
• Maintaining notes in the ticketing system and updating clients with progress on their issues.
• Liaise with third party Telco providers for fault resolution when appropriate.

Confidential

VoIP NOC Engineer

Responsibilities:

• Interoperability testing. VoIP Quality awareness, calls tracing and SIP signalling analysis.
• Providing VoIP Platform support. Broadsoft Broadworks platform.
• End to end troubleshooting of VoIP problems/issues.
• Analyse and monitoring network traffic using Wireshark.

Confidential

Data Centre Operations Shift Engineer

Responsibilities:

• Perform 1st and 2nd line diagnoses of faults on hosted customers.
• Carrying out planned and emergency data centre maintenance. Tasks include changes of cards/modules; cable swaps, outs-of-hours installs in all London Datacentres, core Routers.
• Perform remote hands functions for customer, reboots, tape-changes etc.
• Audit equipment and Cabling / Patch panel management in the data centre.