Artech Information Systems Contractor, VoIP Engineer Resume

PROFESSIONAL EXPERIENCE:

Confidential

Artech Information Systems Contractor, VoIP Engineer

Responsibilities:

Day to day Cisco phone support for the Dry Creek Campus, including training. Successfully managed a migration by numerous partner clients in our building off the corporate network and onto their own commercial systems.

Confidential

Orbittek Consultant, VoIP Engineer

Responsibilities:

Assist in Migration of users to Cisco phone system, including training.
Configure and troubleshoot ReadyFax system
Created, coded, set up, and documented an enterprise - wide IT Support Center in Cisco UCCX.
Experience with CUCM, CER, Jabber, UCCX, Finesse, CAD versions including 10.6 and 11.

Confidential

Senior VoIP Engineer, Customer Consultant

Responsibilities:

Direct support for Cisco upgrade, including programming routers, switches, and new phones.
Training end users on phone systems
Documentation specialist for GE Predix Project with WWT
Installing new hardware for sites at the Bureau of Land Management, Denver Finance Offices for US Fish & Wildlife, Bureau of Reclamation in the Department of the Interior

Confidential

Contract VoIP Engineer, Client Support, OneNeck IT Services Denver

Responsibilities:

Provided direct client support for Confidential in their first steps toward Cisco Nationwide conversion project.
Terminated due to a Confidential which incapacitated me for the next 3 months.

Confidential, Centennial, CO

Contract VoIP Engineer

Responsibilities:

Provided contract scripting support for a nationwide corporate network running Cisco Call Center.
Worked on setup for installation of Cisco Telepresense Content Server
Rewrote scripts and documented code to add “Message of the Day” functions for 5 call centers.

Confidential, Denver, Colorado

VoIP Engineer, Corporate Support

Responsibilities:

Managed all adds/moves/changes of phones and devices within the corporate network
Recently migrated companies call manager 7.1.5 to UC 10.5 and CCX to Packaged Contact Center
Handled a very large Service Now ticket queue, supporting over 200 stores nationwide.
Lead Tech for adds/moves/changes for the Unity Voicemail system and the call handlers for all corporate stores. Reworked the call handler system to provide direct site support, saving at least a man month in labor and support each year.
Assisted troubleshooting PRI/T1 lines during outages, upgrading to SIP with Network Operations
Developed new hire training materials and documentation
Personally coded or rewrote all the corporate IPCC call centers and documented the scripts and also with Visio Flowcharts tracing call flow and trigger points.
Supported the Cisco telepresence CT3000 system between DTC HQ & San Diego HQ
Provided the professional voice talent as the “voice of Cricket” for all corporate store IVR’s/ Corporate Call center recordings.
Consistent, stable support, during six separate Tier 3 and Tier 1 staffing changes.
Alumni Consulting Group contract-to-hire from July to November of 2009.

Confidential, Denver, Colorado

Senior VoIP Network Engineer

Responsibilities:

Installed and administered Cisco Callmanager Express system for Arrow Point Partners, a financial startup.
CHFA, Denver and Grand Junction, support for Call Manager, Cisco Wireless, and Microsoft Sysadmin.
Worked with Vendors to plan corporate network upgrades and rebuild physical network infrastructure.
Managed Microsoft Exchange mail servers and installed Blackberry exchange servers for multiple customers
Set up server backups, disaster recovery plans, and managed Call Manager Express for RTL Headquarters

Confidential, Lakewood, Colorado

Senior VoIP Telecom Engineer

Responsibilities:

Assisted in relocation from old headquarters in Golden.
Set up new users in catering, payroll, and helpdesk call centers.
Re-recorded Voice Menu systems for 1-800-BagelMe and other corporate recordings.
Provided project management on new store setup for phone and networking, coordinating with several vendors and ILECS and long-distance carriers.
Helped set up documentation for setting up phones and unified messaging within Call Manager.
Provided support for phones and voicemails using HEAT trouble ticket system.
Managed consolidation of cell phones from several carriers to one.

Confidential, Denver, Colorado

IP Telephony Systems Analyst

Responsibilities:

Finished upgrade of nationwide corporate phone network ahead of schedule.
Traveled to San Diego to assist in company headquarters upgrade.
Trained administrative assistants in setup and operation of IPMA application.
Using remote tools, setup hundreds of phones in more than 200 remote sites throughout the country.
Helped set up documentation for setting up stores and administrative offices within Call Manager.
Authored tutorials for voicemail within MS exchange email, with step by step information and illustrations.
Provided support for phones and voicemails using Service-Now trouble ticket system.
Earned “Leap Star” performance awards monthly.