SUMMARY:

To obtain a role within an organization as a Senior VOIP Engineer where my exceptional troubleshooting, problem solving, communications and teamwork skills will contribute to the organization’s profitability and growth.

EXPERIENCE:

Confidential

Sr. Cisco VOIP Engineer

Responsibilities:

• Configuration of Cisco Emergency Responder (CER) and verified installation by testing with local PSAP.
• Configuration and troubleshooting of Cisco 2921,and 3845 voice gateways on the Confidential protocol.
• Configured Cisco VOIP sets; 7975, 7940, 7941, 7960, 7937/8831 polycom and 8841 SIP Devices.
• Implementation of new Cisco Call Manager 9 .1 site build outs using Confidential protocol over multicluster integration.
• Configuration of analog devices using FXS/FXO and EVM gateway modules.
• Performed installation of new Cisco hardware in over 500 banking institutions.
• Worked with local telco on performing DID migrations and cutovers of new incoming PRI circuits.

Confidential

Sr. Cisco VOIP/Network Engineer

Responsibilities:

• Provided support, installation and maintenance for 12 Confidential 8.6.2/3 clusters across the network.
• Daily support of Cisco Unity Connection ( Confidential ) 8.6 servers.
• Performed configuration changes and upgrades to Cisco 2911 and 2800 series voice gateways.
• Created and maintained Cisco TAC cases until closure of VOIP network issues.
• Monitored Global Support Service desk for tickets that were opened dealing with VOIP troubles or changes.
• Maintained Cisco VOIP infrastructure over Dell Servers running viaVMware Vsphere Client 5.0 virtual network.

Confidential

Sr. Cisco VOIP Engineer

Responsibilities:

• Resolved ticket escalations for Call Manager 9.1, Call Manager Express, and Unity Connection.
• Created IOS configuration for Cisco 28XX, 29XX, 38XX voice gateways.
• Worked with Cisco IOS Voice Protocols based on SCCP, SIP, Confidential and H.323.
• Troubleshoot down circuits/PRI's and ran performance test using a variety of troubleshooting and monitoring tools.
• Troubleshoots complex voice issues an ensured quick resolution for customer impacting voice related cases.
• Provided support for a Cisco VOIP Multi - cluster environment.

Confidential

Sr. Cisco VOIP Engineer

Responsibilities:

• Configuring and Managing POTs and VOIP Dial-Peers.
• Performed day to day support of Cisco Call Manager version 9.1 cluster.
• Configuring and Managing Voice Protocols: H.323, Confidential, SIP, and SCCP.
• Configuring Route Group, Route List, Route Pattern, CSS and various services within Cisco Call Manager.
• Troubleshooting VOIP related issues related to call manager, IP Phones and voice mail.
• Configuration, Managing and Troubleshooting Cisco Voice Gateways 2821, 3825, 3845, 3945, VG224.
• Working with Cisco Technical Assistance Center (TAC) to resolve various obstacles.
• Worked on HP Support Manager to keep track of daily incidents, and trouble tickets.
• Supported Concord Fax product for IP faxing solution.

Confidential

Sr. Cisco VOIP Engineer

Responsibilities:

• Day to day support of Cisco Unified Call Manager 9.1 and Call Manager Business Edition.
• Assisted, implemented and performed day to day troubleshooting/maintenance of Unity Connection 6.x/7.x .
• Experience troubleshooting TDM, Voice Gateways (VG2XX) .
• Setup Cisco IP Phones, Unity Voicemail, and Cisco Agent Desktop /Supervisor Desktop software.
• Support of H.323, SIP, Confidential and SCCP protocols on Cisco Voice Gateways
• Worked with 3rd party vendors to turn up circuits on Voice Gateways heavy emphasis on POTS Lines, PRI’s. .
• Configured router side translation rules, dial peers, and conferencing resources .
• Provided junior engineer and customer mentoring for problem resolution.
• Worked as part of a team to support day to day voice activities.
• Resolved ticket escalations for Call Manager, Call Manager Express, Unity Connection& Unity Express

Confidential

Sr. Cisco/Avaya/Siemens VOIP Engineer

Responsibilities:

• Provided day to day support, installation, and maintenance of Confidential telecom infrastructure.
• Cisco Unified Call Manager ( Confidential 8.5) daily administration, troubleshooting and support.
• Cisco Unity Connection 8.5 Voicemail daily administration, troubleshooting, and support.
• Support of H.323, SIP, Confidential and SCCP protocols on Cisco Voice Gateways
• Trained telecom staff and management on Cisco Call Manager 8.5.1 Administration.
• Administers and Provisioned Intuity Audix and Modular Messaging Voice Mail servers.
• Maintained Telecom Ticket Queue and ensured timely resolution of tickets from assignment to completion.

Confidential

Sr. Cisco/Avaya VOIP Engineer

Responsibilities:

• Installation, administration, and configuration of Cisco Unified Call Manager Confidential Business Edition).
• Installation, administration, and configuration of Cisco Unified Call Manager Express 8.6.
• Maintained Telecommunications Ticket Queue and ensured timely resolution of tickets from assignment to completion.
• Configuration of Cisco Confidential servers through virtual platforms using VMware vSphere client.
• Avaya Communication Manager(5.2) S8700 media gateway administration both local and remote.
• Avaya Modular Messaging voicemail account administration.
• Worked and assisted on tickets via BMC remedy ticketing system.
• Supported Kochs global telecommunications infrastructure.

Confidential

Cisco/Avaya IPT Project Engineer

Responsibilities:

• Cisco Unified Call Manager ( Confidential 8.5) daily administration, troubleshooting and support.
• Cisco Unified Communications Express (UCCX 7.0) remote administration, configuration, and support.
• Cisco Unity Express Voicemail ( Confidential 8.5) administration of accounts, password resets, voicemail forwarding config.
• Avaya Communication Manager S8700 media gateway administration both local and remote.
• Avaya Intuity Audix Voicemail platform configuration of accounts.
• Performed daily MACDs (moves,adds,changes) of users from the Avaya platform to the Cisco VOIP solution.
• Trained end-users on the proper usage of their new devices and provided documentation for further support.
• Supported helpdesk through HEAT support ticketing system, used to log trouble tickets, from opening to resolution.
• Maintained strong relationships with 3rd party vendors ( Confidential, Confidential, Confidential ) on new circuit orders, DID request, and 800# ordering.
• Serves as the technical lead for voice systems technology while providing mentoring and training to team members.
• Supported multiple Confidential Sites for remote system installation, support, and voice service delivery hardware.

Confidential

Senior Avaya/Cisco IPT Project Engineer

Responsibilities:

• Cisco Unified Call Manager ( Confidential ) administration, installation, troubleshooting, and support.
• Cisco IPT Call Center Agent Phone devices and desktop sets.
• Cisco Unified Call Manager 7.1 user moves, adds, and changes.
• Cisco Unity Voicemail 5.0 setup and configuration of users accounts.
• Cisco Unity Express Voicemail 7.1 administration of user voicemail accounts.
• Configuration of Cisco 7940, 7941, and 7960 desk sets.
• Administered training and support to call center agents, managers, and administrative staff on Cisco devices.
• Daily administration of Cisco/Avaya Call Center Agents.
• Avaya Communication Manager S8700 media gateways and G3Si server administration both local and remote.
• Avaya Intuity Audix Voicemail platform configuration of accounts.
• Avaya CentreVu CMS (Call Management System) Rel 14 administration and user account setup.
• Avaya ECAS server configuration and account setup.

Confidential

Cisco Voice IPT Project Manager

Responsibilities:

• Managed Cisco Implementation project through all phases of project life cycle - analysis, design, development, testing, implementation, and post-production support.
• Maintained accurate and detailed documentation and system information for multiple Cisco Voice IPT installation projects.
• Responsible for problem resolution dealing with system installations including coordinating with customers, other employees as well as other field installers.
• Developed project schedules, facilitated project meetings, and tracked project through completion.
• Submitted weekly status reports and updates to management summarizing completed projects/tasks by the team.
• Facilitated and hosted weekly project conference calls with managers, technicians, clients and vendors.
• Responsible for problem resolution by functioning as a liaison between the organization IT department and the customers.
• Manage project resources to ensure tasks were completed on time and minimized obstacles and risks
• Responsible for problem resolution by working as a go-between our company and our clients, including coordinating with our Service Manager, as well as other field installers.
• Responsible for ensuring the completion of assigned task to engineering team, providing technical documentation for the adherence of departmental procedures and processes.

Confidential

Cisco IPT Project Engineer

Responsibilities:

• Managed project costs, schedules, resources, to ensure success of the project.
• Maintained communication with stakeholders at multiple levels, including those external to the organization.
• Provided instruction and coaching to technical project team
• Worked with customer to identify needs and develop project to accommodate
• Facilitated communication with external vendors on hardware and software issues
• Managed post go-live support by ensuring support team tracked events, opened request, and completed incident resolution through Magic ticketing system.
• Performed daily administration and addition of user accounts in Cisco VOIP Unified Call Manager 6.1.
• Managed, configured and setup user accounts/distribution list in Cisco Unity 5.0 Voice Mail.
• Created and deleted user profiles within Microsoft Active Directory Windows XP 2003 Server.
• Setup and configured Cisco VOIP 7975 phones, 7914 Expansion modules, and VOIP Polycom devices.
• Worked with outside vendors on hardware and software issues with equipment.
• Administered moves, adds, and changes request throughout the business routinely per ticket request.