Voice/Maintenance Engineer Resume

SUMMARY

An experienced Cisco Voice Engineer Level I with a broad IT background that includes Microsoft network administration and CISSP certification. Brings 15 years of experience with network administration and desktop support as well as 4 years of experience working with Cisco Unified Communications. Known for providing excellent customer service with the demonstrated willingness to go beyond expectations and develop innovative solutions that meet customer needs.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Voice/Maintenance Engineer

Responsibilities:

Serviced voice systems for 30 external customers and reported critical incidents to them.
Monitored SNMP trap alarms for Cisco Call Manager Unified Contact Center to determine severity.
Trouble shot basic Call Manager, Cisco Voice Portal and Voice Gateway problems.
Escalated incidents to correct engineers with expertise in specific components of voice systems.
Identified un - useful alarms and worked with alarm system engineers to eliminate them.
Documented work and resolved incidents in Alert ticketing system.

Confidential

Project Coordinator

Responsibilities:

Supported external companies purchased by Optum and their integration into the Optum network
Completed firewall rule change requests and worked with Risk Review team process to have requests approved.
Held meetings with clients and firewall implementation engineers to evaluate and troubleshoot required firewall changes, this include Cisco VOIP call quality issues
Setup firewall maintenance change windows and work required for maintenance of firewall OS and rule optimization.
Held meetings with security teams, firewall teams and clients to determine what applications and services needed to be blocked to prevent over utilization of network bandwidth which was affecting network performance and client business operations.

Confidential

Senior System Support Engineer

Responsibilities:

Configured moves adds and changes of Cisco VOIP phones and voicemail
Managed small server room with networking equipment
Performed desktop support as part of team for 3000 employees
Utilized Service Now ticketing system to manage incidents and changes
Installed and maintained video conferencing systems
Deployed software using Microsoft System Center Configuration Manager - SCCM
Managed user virtual desktops and virtual machines using VMware VSphere and VMware Horizon View
Trouble shot a variety of software, Microsoft Office, Email, database and mainframe applications
Ordered and maintained inventory of all computer equipment
Configured network print servers and troubleshot printing problems

Confidential, Eden Prairie, MN

Cisco Voice Operations Engineer \ IT Security Coordinator

Responsibilities:

Performed Cisco Unified Communications administration with CiUCM and Cisco Unity Connection
Served as Information Protection Coordinator for voice support team
Configured standard, soft and call center phones and voicemail
Participated in projects to modify calling search spaces, route patterns and other global settings in Cisco CUCM.
Assisted call center managers in getting new call centers up and running
Troubleshot VOIP telephony problems for end users at locations across the United States
Participated in priority one VOIP incident troubleshooting with national engineering team