SUMMARY

• Detail oriented individual with very good knowledge of VoIP and Data technology. Fast learner and very easy to work with. 7+ years of Cisco Voice experience and 7+ years of customer service experience.
• Proficient in Cisco Video, VoIP and network equipment. Extensive knowledge of Cisco Call manager, Cisco Unity Connection, Unified IM and Presence Server, Cisco Jabber, Cisco Video Communication Server, Cisco TMS, Cisco CUIC and Cisco Meeting Server 1000. Enjoy troubleshooting and love challenging problems.
• Self - motivated, dedicated, excellent project management, flexible approach towards problem solving and support, able to pick up very quickly.

TECHNICAL SKILLS

Networking / VoIP: DHCP, DNS, TCP/IP, IPX, VPN, IPSec, Firewalls, Cisco Routing and Switching, Cisco Unified Communication Manager, Cisco Unity Connection, Cisco IM& Presence, Cisco Jabber for Windows and Mobile, Cisco Unified Contact Center Express, CME, SRST, RTMT, UCCX Text Editor, Sublime Text, VMware ESXi 5.5, 6.0, 6.5. DSP/PVDM 2, 3, 4. MTP/Trusted Relay Points/Audio and Video conferencing, Annunciator and Announcements, Music on Hold, Media Resources Groups and Lists, SCCP/SIP and H323 Signaling. Device mobility/Unified mobility and EMCC.

Hardware: Cisco Switches 3700/3560/3550/2900/1900 , Cisco Routers 4400/3900/2900/2800/2600 , Cisco PSTN Voice Gateways, Cisco Wireless LAN Controller 2600/4400, Cisco Aironet 1130AG, Cisco WAP2000 wireless access points, File Servers, Microsoft Exchange Server, Crossover Cables, HP printers, Lanier Printers, Palm Pilot, Black Berry, Watch Guard Firewall, Sonicwall, Cisco ASA 5505, 5510, Edgewater Marc 4500 series, 3CX phone management console.

PROFESSIONAL EXPERIENCE

Confidential, Minnesota

Cisco VoIP Engineer

Responsibilities:

• Primary responsibility to design and administer multi cluster CUCM 8.6, 10.5, 11.0, 11.5 Unity 8.6, 10.5, 11.0, 11.5 UCCE scripting and routing, Cisco Supervisor/Agent Re-Skilling tool, UCCE Desktop application for agents, CUIC for reporting, CER for E911, CME for remote offices, ELM and CPLM for Licensing and support platform for more than 30 sites in North America including international sites in Chennai,Hyderabad India and Mexico.
• Also responsible for Cisco Prime Collaboration deployment for Migration, upgrade, Installation of new VMs and Backup for all UC and Cisco Voice related platform.
• Highest escalation for clients in troubleshooting voice related outages on different sites and getting Wireshark packet captures and running traces/CDR/RTMT/DNA/splunk reports to fix issues for them.
• Partner up and work with 3rd party team and ISP vendors such as Verizon and AT&T to setup SIP Trunking and PRI cutover and testing the T1s.
• Design and implement Cisco Voice Gateways/CUBE/Route/switches for new multi cluster sites with all the correct resources from scratch.
• Setting up new VMs from ESXI 5.5 and 6.0, Gateway/CUBE hardware setup to rack and stack. Globalized and traditional Dial plan, Dial-Peers, CSS/Partitions/Media Resources/Device Pools/SRST/High availability/Load balancing inbound and outbound gateways for new sites.
• Multi sites deployment for Cisco ASA 5510s with AnyConnect support and troubleshoot for VPN/Work from home user support.
• Setting up SNMP and TACACs on all voice infrastructure including Cisco Router/Gateway/Catalyst Switches for monitoring and troubleshooting purposes.
• Handle DID block range from vendors to provision for all sites within NYL.
• Assist in Call recording using Verint.
• More than 20,000 plus End User Company with complete LDAP integration.
• Intensely work with Architect/Project engineers to build new sites including pre-sales/implementation and post-sale meetings, Decommission old ones.
• Help and supervise new telecom Engineer team in training UC platform and bring them up to speed.
• Configure and troubleshoot Gateways/Routers and switches for all NYL devices remotely.
• Part of big voice Infrastructure team and participate in on-call rotation.
• Support and participate in Disaster Recovery exercise yearly for multiple sites.
• Document all technical or non-technical and maintain EVOs (Engineering Work Orders) for support and update for every sites.
• Magento, Connectwise, Remedy and Service Now ticketing system experience.

Confidential, Buffalo, NY

Unified Communication Engineer

Responsibilities:

• Experience with Cisco Communication manager v11.0, Cisco Unity Connection v11.0, Cisco TelePresence Server, VCS, TMS, Conductor, and Expressway deployment with High Video End points like MX800, MX700, MX300 G2, MX200 G2, DX80, 70 and DX650s.
• Deploying Cisco Meeting Server 1000 in a production environment.
• Experience with LifeSize Video Conferencing system on premises and Cloud based Video conferencing solution with Crestron.
• Experience with Cisco Prime collaboration for bulk imports and provisioning the endpoints.
• Experience with setting up Cisco Collaboration meeting rooms (CMR) and Webex meetings.
• Experience with Cisco Jabber for windows/Apple/Android configuration.
• Documentation and setting up Engineering work orders for implementation.
• Provide support for POC requests and high end escalation point for Cisco video infrastructure.
• Can provide training to Desktop support and System Engineers to handle Level 1 Cisco video related issues.
• Provide level 1 support for NICE call recording tool for call center and Avaya Phone system.
• Work with Cisco on many different Feature request for our company including Cisco Proximity for wireless presentation.

Confidential, Buffalo, NY

Cisco VoIP

Responsibilities:

• Administered Cisco VOIP and Networking solutions using Cisco Unified Communication Manager, Cisco Unity Connection, Cisco IM and Presence Server, UCCX.
• Detailed Knowledge and Experience with MGCP, H323, SIP, VOIP, Dial peers and POTs, Digit Manipulation, Voice Translation Rules.
• Hands on technical skills and experience with Voice, Routing and Switching, DSP, aim modules.
• Installed and troubleshot Cisco Call Manager 7.0, 8.6, 9.1 and Unity 7.0, 8.6, 9.1 including System Call Handlers. Also installed and integrated Cisco Unified Presence Server, Cisco Jabber and IM server with CUCM. Installing and troubleshooting with UCCX including custom scripting, Experience with Unified Mobility, Device Mobility, Extension Mobility Cross Cluster, Unity Express, CME and SRST configurations.
• Configured and installed VOIP devices and IP Phones such as 7940, 7942, 7945, 7960, 7961, 7965, 7971, 7975 and video phones 9951 and 9971, IP Communicators
• Provided technical support and customer training to users on the Voice and networking.
• Strong understanding of Cisco Unified Communication Dial Plans, Calling Search Spaces, Partitions, Regions, Locations, Enterprise License Manager, Media Resources such as MRGLs, MRGs, MoH, Annunciators and Announcements, MTP, Audio and Video XCoders, TransRating, TransSizing, Audio Conferencing and Video Conferencing and QoS (LAN and WAN)\
• Cisco WLAN Controller 2000, 2500,4400, 5500, 7500, 8500 series with may Cisco Aironet LAP and AP series setup.
• Hands on experience in Windows Server Operating System.
• A proven ability to develop strong working relationships with client.

Confidential, Amherst, NY

Support Engineer

Responsibilities:

• Timely, accurate and positive response and resolution to customer’s VoIP technical support needs
• Completely and accurately assisting with VoIP configured services such as Hosted SIP trunks and Hosted PBXs for customers and document them for future support.
• Properly test and troubleshoot VoIP related hardware such as IP Phones, Gateways, UC and PBX prior to defective returns.
• Oversight and assistance with provisioning of phones and configuring IP PBXs such as Cisco UC540, UC560 and UC580, 3CX Windows Management Console, Elastix NLX4000, NLX025, MiniUCS, MicroUCS, Switchvox, Tribox, FreePBX, PBX in a Flash, Rochbox and Cisco ATA SPA112, 122.
• Provide pre-sales and tier 1 and 2 VoIP technical support when requested.
• Test New/Beta products in a lab environment to determine new markets for growth.
• Create and conduct technical trainings for internal staff, including new VoIP products and technology refreshers.

Confidential, Amherst, NY

Helpdesk Analyst

Responsibilities:

• Provide technical support for all Network, PC, and VoIP related issues.
• Troubleshot basic issues with 7942 and 7962 Cisco IP Phones.
• Detailed oriented and organized due to training received with helpdesk ticketing system.
• Provide thorough documenting resolution that will help and provided support to other associates.
• Responsible for administrating accounts in Active Directory and Microsoft Exchange.
• Also providing technical support to iPhone, Blackberry, and Android phone users.
• Promoted to go out and provided onsite support with various clients.
• Responsible for setting up Thin Client on servers.
• Experience with providing Level 1 tech support to SAP Clients.
• Strong ability to identify, redirect problems and escalate urgent situations to appropriate teams.

Confidential, Buffalo, NY

Lab Assistant

Responsibilities:

• Prepare the Cisco CCNA lab for the upcoming CCNA classes.
• Testing all aspect of the Cisco Lab from prepping the TFTP server and making sure it can communicate with the destination Cisco router or Cisco switch.
• Evaluate proper IOS versions on all equipment and making sure that it can handle the various lab topics such as VTP, Spanning-Tree, EIGRP, and OSPF.
• Responsible for troubleshooting on the spot CCNA lab problems that students or instructors run into.

Confidential, Buffalo, NY

Technical Support

Responsibilities:

• Provide helpdesk support for all accountant users in a Windows 2000/XP environment using the Help Desk Ticketing System.
• Resolve network connectivity issues related to TCP/IP, DHCP, DNS and login issues.
• Took a lead role in resolving any problems with defective HP laptops and HP desktops
• Able to successfully assist users while working in a fast pace and demanding environment.
• Educated users on various software and hardware; ex: Microsoft Office, VPN, Citrix and Blackberry.
• Provided Telecom and mobile support.
• Troubleshoot VoIP phones by rebooting and/or factory resetting phones.