SUMMARY:

• Solutions - focused, team oriented with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identifies deficiencies and potential opportunities, and develops innovative solutions for increasing reliability and improving productivity. A broad understanding of computer hardware, networking and voice, including installation, configuration, management, troubleshooting, and support.

TECHNICAL SKILLS:

• Software HP Service Manager, Cisco Unified Communications Manager (CUCM), Cisco Unity Connections (CUC), Cisco Real-Time Monitoring Tool (RTMT), Microsoft Office, Visual Studio 2008
• Hardware HP Server maintenance/setup, PC building/repair (including liquid cooled systems), Cisco firewall/router maintenance (RAM upgrades)
• Operating Systems Windows 7, Vista, XP, Server 2003, Server 2008, RedHat Linux, Cisco IOS
• Methodologies Followed Change Management (ITIL) procedures and managerial approval for any network maintenance and changes
• Gateways
• Cisco routers and switches
• Telco knowledge
• Wire Management practices
• Window server 2000, 2003 and 2008
• UPS troubleshooting
• Server hardware troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential

Voice Engineer

• Subject Matter expert for Jabber client on multiple platforms.
• Designed and implemented solution for disconnecting paging and drive thru lanes for retail stores.
• Performed Administration and Deployment of Cisco Unified Communication Manager, Unity Connection, Presence and Routers.
• Performed Upgrade to Cisco Unified Communication Manager, Cisco Emergency Responder, and Cisco Unity Connection 8.6 to 10.5.
• Created IT asset tracker for voice team.
• Configure dial plan with calling restrictions by using a combination of calling search spaces, partitions, translation patterns, dial-peers, translation rules and translation profiles.
• Troubleshoot call routing issues using debugs and traces to identify and correct issues.
• Develop and maintain support documentation including support guides, knowledge base articles, procedures, and online customer information.
• Move, add, and changes for executive corporate users.
• Designed and implemented Expressway mobile remote access proof of concept.
• Designed and implemented Jabber IM proof of concept.
• Subject matter expert for device security management using ACS and ISE.
• Experience working with Network Authority.
• Experience working with CA Performance Manager and NetFlow.
• Subject matter expert for SNMP monitoring.

Confidential

Senior Network Engineer

• Perform 2nd and 3rd level troubleshooting for end users related to network and voice issues.
• In charge of mentoring 2 junior network engineers.
• Responsible for daily status report for network devices through the enterprise.
• Provide 2nd and 3rd level support for network performance and firewall.
• Remotely resolve issues with cabling, network devices, and LEC devices with staff on-site.
• Worked with support staff from multiple technologies to resolve licensing issues.
• Juniper VPN administrator for remote access of internal resources on AMLI’s network.
• Low voltage wiring using copper (cat 5e and cat 6) and coax cabling.
• CUCM and CUC administrator providing 2nd and 3rd level support dealing with issues related to SIP trunk and PRI connections.
• Provide remote and IT support to corporate headquarter, 7 regional corporate office, and 80 remote sites.

Confidential

• Environment: CUCM, CUC, HP Service Manager, RTMT, Cisco CLI, Outlook, Word, PuTTY
• Responsible for escalated issues from multiple work groups dealing with voice issues. Issues could range from dealing with LEC, working on quality issues with POTS line, call drop issues, CUCM issues and CUC issues.
• One of five subject matter experts for a team of fifty analysts.
• In charge of mentoring team mates to establish a converged network team.
• Performed troubleshooting on cisco routers for performance issues.
• Performed 2nd level troubleshooting for end users relating to network and voice issues.
• Provided 2nd Level UC and data support for over 170,000 network devices and endpoints
• Remotely resolved issues with cabling, FXO ports, and Cisco routers by working with technicians on-site
• Designed call forward feature for agents offices.
• Corrected configuration and provisioning errors in router configurations, CUCM, and CUC including dial peers, voice ports, translation patterns (routers and CUCM), hunt pilots/line groups, SIP trunks, phones, mailbox configuration
• Assisted customers with little to no technical knowledge through resolving basic on-site
• Remotely trained customers on how to use their Cisco 7900 series phones
• Assisted 3rd level support and UC Design team with project improvements via amendments to their Low Level Design (LLD)
• Helped during peer review processes to ensure new CUCM and CUC boxes were configured and built correctly based on LLD specifications
• Worked individually as well as with in-house automation and programming to create user friendly tools to interface with CUCM, CUC, and routers for team and enterprise use
• Created several support documents with step-by-step instructions on how to troubleshoot specific issues, such as Music on Hold and working in and troubleshooting CUC, voicemail boxes, and Call Handlers
• Designed training programs, manuals, and other team documentation for both UC and data support
• Trained new team members on the team’s business and technical responsibilities
• Served as a mentor and resource for other team members on business and technical responsibilities
• Resolved escalated issues assigned by management that were escalated through upper management
• Assisted customers by contacting their phone provider (LEC) in attempts to get troubles escalated and resolved by the proper people
• Used RTMT to pull SIP messaging logs for troubleshooting as well as Audit Logs
• Worked with ATT Chicago to verify and validate high-speed connectivity to customer offices, including single T1 connections, Multilink PPP Bundles, and Metro-Ethernet
• Worked with on-site technicians to remotely troubleshoot network connectivity problems
• Worked with Cisco TAC to get new equipment and Field Engineers on-site within their agreed upon contracts

Confidential

Windows Remote Technical Analyst

• Performed 2nd level troubleshooting for end users relating to OS and hardware issues for over 18,000 sites.
• Responsible for identifying areas of improvement for the automated alerts that would generate into tickets.
• Participated in quality assurance procedures, provided mentoring to team mates, and followed service management practices.

Confidential

Technical Analyst

• Converted from contractor to full time employee.
• Performed 2nd and 3rd level troubleshooting for network equipment across the enterprise.
• Responsible for installing LAN at the corporate locations in Bloomington IL.
• Performed hardware installation, training and technical support.
• Responsible for creating a backup connection network using access routers in the test center.
• Lead in the effort to remove token ring from corporate LAN.

Confidential

Technical Analyst

• I was placed at Confidential doing the same job responsibilities as above.

Confidential, Washington, IL

Express Manager

• Responsible for merchandise inventory of over 100,000 while managing the automotive shop.
• Provided mentoring to a management trainee assigned to the store.
• Responsible for budget and schedule of 9 employees.
• Ran quality checks for the shop techs for the services we provided in the shop.

Confidential, Champaign, IL

Management Trainee

• Responsible for quality checks for shop techs.
• Responsible for assisting with the budget and schedule of 17 employees
• Provided mentoring for shop techs.

Confidential, Mattoon, IL

Tech

• Started as alignment tech for the shop.
• Provided mentoring to shop tech wanting to learn alignments
• Moved to position of Shop Forman.
• Ran quality checks for shop techs to ensure the best customer service.