SUMMARY:

• Seeking Unified Communications Collaboration Engineer opening. 10+ years of Network Administration & Engineering, focusing on Collaboration technologies. Dealing mostly with VMware Cloud for Confidential, Microsoft & now Amazon Web Services.
• Managed Service, Change - Self Serve Management Portal
• Incident - Automated self-healing, Provisioned - Predefined cloud stack installs
• Patch - Automated OS patching, Access - Automated security best practices
• Security - Security management per stack, Continuity - Controlled Backups and Snapshots
• Confidential VoIP Gateways / Gatekeepers / ATA Microsoft Windows
• Administration of Microsoft Exchange 2016 & Windows 2000-2008, 2012 Server
• Microsoft Office Communicator 2007, Lync 2010, Skype for Business 2016.
• Develop, maintain installation & configuration procedures, hardware upgrades
• Install new / rebuild existing servers, configure hardware, peripherals, services, settings directories, storage, in accordance with standards & project / operational requirements.
• Monitoring systems daily, verifying the integrity & availability of hardware, server resources, key processes, reviewing system, application logs, & verifying completion of scheduled backups.
• Diagnose hardware & software problems of servers & replace defective components.
• Plan, coordinate, implement network security measures to protect data, software, & hardware.
• Perform backup operations, ensuring all required file systems & system data are successfully backed up to the appropriate media, recovery tapes or disks are created, & recycled media.
• Repair & recover hardware / software failures, configure / add new services as necessary.
• Apply OS patches & upgrades on a regular basis, upgrade administrative tools & utilities.
• Perform periodic reporting to support capacity planning & ongoing performance tuning.
• Configure & Manage DNS, DHCP infrastructure & Microsoft Active Directory environments. VMware
• Maintain proficiency in all VMware Especially UCS, Microsoft, & UNIX technologies.
• Implementing, tuning & maintaining VMware-based solutions.
• Utilizing & administering VMware vSphere for server consolidation & virtualization,
• Reviewing existing technology implementations, suggest improvements or upgrades.
• Maintaining awareness of VMware software patches and their impact on the environment,
• Defining, monitoring & troubleshoot system performance within the VMware environment

EMPLOYMENT HISTORY:

Confidential, Seattle, WA

Responsibilities:

• AWS, Azure, Citrix XenServer, Regions, DevOps, Zones SaaS, IaaS, PaaS, Powershell, etc.
• Set requirements for Virtual SAN, NSX, vSphere - VMware Cloud on AWS, Instances, etc.
• Created the Customer Scenarios, App Development, Geo Expansion, Testing, Burst Capacity, Disaster Recovery, Data Center Migration, MS/SQL, VPN, SG3, EC2, Snowball, SDK & Pricing.
• UCCX CAD to Finesse migration script import / Upgrades 9, 10, 11.X, Utils.
• FQDN, NTP, Hostname & Domain, Preconfigure Router, CTI settings, DR.
• Customize CSQ Stock Reports & create dashboards using Confidential Unified Intelligence Center
• Overview, Dashboards, Reports, Data Source, Value List, Security & Scheduler
• Managing Users and Permissions, Create Finesse teams, workgroup configurations.
• Set Reason & Wrap-up Code, Phone Book, HTTP workflow, Enterprise Data layout configs.
• Maintain Management upgrades & security patches - VMware & 3rd Party Tool (API, CLI).
• AWS Developer Tools, App Services, Infrastructure Services, Databases, Analytics, Security, Identity Development, Compute, Network, Storage Management & Delivery, Cloudwatch.
• Support & troubleshoot CUCM, CUC, UCCX, UCCE, CME, CUE, Finesse, CUIC, CTS, IM&P.
• Configuration Management support i.e. Finesse application, perform installation of call agent.
• Work with Finesse gadgets - Experience in the design, development, integration, testing, & implementation of a large contact center systems (Grids, Charts & Gauges).
• UCCX Administration Applications / Script Management, Confidential Finesse,
• Maintain Confidential Hosted Collaboration Solutions IOS, ASA firewall security & gateways via CLI.
• MACD's CUCM, CUC, Contact Center, Phone Security (CTL), Jabber, SSL/CAPF/LSC.
• CVP Call Server, IVR VXML, Reporting, Operations Console Server, Call Studio & Infrastructure.
• Call Control Confidential Unified Intelligent Contact Management, IP switching & transfers to agents.
• Scripts change behavior to Unified CVP (stand-alone IVR), Agile process for UAT test mapping.
• Set Microsoft Exchange over Unity Connection for Voicemail & Confidential VPN AnyConnect
• Collaboration intergraded with Skype for Business, Tandberg, DX650 IP Phones, WebEx.

Confidential, Auburn Hills, MI

Migration Support Engineer

Responsibilities:

• Collaboration Support (CUCM, CUC, UCCE, Jabber, Telepresence, Confidential 8800 IP Phones)
• Confidential Prime Collaboration Assurance Integration for Small Contact Center Deployment Model
• Customer Management for Prime Collaboration Assurance Procedures Add Cluster Contact Center Component, HCS Deployment Type, create ACD with Avaya Contact Center 7.
• Integration of ASA & Perimeta, Acme Packet Oracle SBC for HCS Deployment model
• Provisioning CUBE for Confidential MediaSense, CAPF Install/Upgrade Certificate Operations
• CUBE Forking for HCS Deployment Models support API & Gadgets for HCS Video Collaboration Tandberg, Polycom, Crestron video displays installed & configured UCCX Serviceability, Tools / Service Parameters failover process, Control Center - Network Services
• Subsystems / RmCm / Resource Groups, Assign & Defining Skills, Group & Agent Association Banking Application, Contact Service Queues.
• Prepared Microsoft Active Directory, SQL Server for Confidential UCCE Deployment Support Regional / Business Development team perspectives customer needs, Secure Toll Fraud security, enabling CUBE and CUBE Redundancy for Video Screening Allowing H.264 for Videoconferencing & Audiovisual, Single Number Reach, Email, Web Chat, IM&P & Video.
• Installed Confidential UCCE 10.5 Base software, set Instance using Domain Manager & WebEx Meeting Configured Logger A/B, & Router A/B Duplex Environment & Basic Call Target
• Deployed UCCE Administration, HDS Server, PG A/B, CUIC Reporting, Office 365.
• Finesse updates, Call Studio script VXML application, SocialMiner Feeds, Campaigns & Filter.
• Categorize Script Editor Call Type, Re-Qualify & Route calls based on Time & Date, RONA
• Developed Script: Start, DN Set Variable, send to VRU Bank, Run Ext. Script, Label, End
• Execute script, Route calls by Skills, Agent direct different Call Routing percentage allocation.
• Implement courtesy callback, scheduled callback and outbound dialer applications

Confidential, Charlotte, NC

Voice Global Engineer

Responsibilities:

• Monitored 23 Confidential MCS-7845 (ASAP, EMEA, NASA) regions (MACDs).
• Troubleshoot CUCM, CUC, CUSP & CUIC, CTI Route Points, IM&P, Jabber / Mobile Clients, CIPC (Softphone), CVP, UCCX Dialed Number / Script Selector, scripting, reading & pulling logs from server, Developed custom reports (CUIC)
• Change Workforce Management, routing through CUBE, Confidential Identity Services Engine
• Implement, support EVP, ICNI, ACD (UCCX) groups, and interface with internal customers.
• Integrate UCCX SQL Database Integration, CSQs ICM Routing Script infrastructure required.
• Implement multisite voice deployments (H323, H.264, SIP, SCCP, MGCP, QoS, G.711, G.729).
• Cover designs, implement & support for Microsoft Exchange Server 2007 Active Directory
• Windows Server 2008 R2 build, configuration & troubleshoot M.O.C.
• Develop basic scripts & assigned it to a CTI Route point, Prompt Records, Variables.
• Test Confidential Script Applications via CIPC to verify CUCM Telephony Tigger Configurations.
• Debug (aef ) & create blank scripts, IVR Auto Attendant, Spoken Name Upload, Play Prompts,
• Queuing Remote Monitoring, Simple Queuing, Upload Scripts, Digit Strings, Time of Day (Hours of Operation), VRU Basic Queuing, Collect Digits & Visible Queuing, HTTP Triggers
• UCCX Administration Applications / Script Management, Confidential Finesse

Confidential, Washington, DC

Voice Engineer

Responsibilities:

• National Dealership Migration Update.
• Provisioned full life cycle for deployment of CCM / Unity 3.3 - 4.3 to CUCMBE 6000 / CUC 8.5.
• Plan, Install & set configs for deployment to CUCMBE, import Visonael TFTP connections.
• Configured Switch, Gateway, Router for signaling protocols H.323, SIP, MGCP& SCCP.
• Perform deliverable migration, test SRST, CER, E. 911 & PSTN failover provide day 1 support.
• Verify Regions, Bit Rate Bandwidth, G.711, G.722, G.729, iLBC, iSAC
• Update MCS Server 7845, VG224, Terminal Server 2821, Confidential Router 1720 & Switch 3560.
• Switch connection Auto/Manual GigabitEthernet, VLAN Voice/Data & TFTP Callmanager.
• Registered VERITAS VNC so CCM, TFTP installing Firmware downloads
• Transported Users profiles to IP Phones, CTI, Attendant Console, ATAs, & Fax & CC machines.
• Reviewed NANP, PSTN-inbound Number, Local, Long Distance, International, CER & E-911.
• Set Route Patterns, Calling Search Space & VLANs, NTP Server with Putty / telnet / SSL.
• Checked Translation Pattern, Partition, Description, Call Routing | Hunt Pilots & Line Groups.
• Used Putty, Provisioned Visonael IPTAS Tool, reduce migration, uploading License File (RDP).

Confidential, Southfield, MI

Engineering Voice Engineer

Responsibilities:

• Plan, Design, Implement, Operate & Optimize Confidential Unified Communications Manager
• Downgrade Version 6.1 to 5.1(3) C, then upgraded to 7.0 downgrade after deployment
• VMware Virtual support via Microsoft Windows Server 2003 in the Enterprise on Confidential & Confidential network
• Installed software on Multi-Cluster End Points, MCS 7845 Confidential Call Manager units
• Also, 3845 Confidential Router | 3750 Confidential Switch | Confidential Terminal Server 2821| Confidential VG224
• Confidential 7941G, 7961G, CP-7965G, 7970 Phone, ( Confidential CME) CP-7975G IP Phones
• CallManger Administration Version 5, 6, & 7, UNITY 5, Confidential IP Communicator

Confidential, WA

Network Engineer

Responsibilities:

• Plan & execute optimizing RF clusters in network during the 2G / 3G deployment phase.
• Determine test equipment, worked with ALU RF Manager to order it from RF Toolkit group.
• Support design system performance of (GSM/GPRS/EDGE/UMTS) Radio Access Network.
• Troubleshoot optimization of network coverage, performance & capacity.
• MLI Site Turn-Up Power up, Ground and Configure GSM/Ericsson Cabinet, Siemens & Aspect.
• Deployed, development, testing & validation of RF feature plan proposals.
• Various Mobile devices - Voice, Data only 200 kHz Digital RF Channel - 8 slots per Frame
• GSM Confidential -1 terminate 2 block heads to various port db9 RJ-45, Set MCPA Power Adjustment
• Configuration 35 cable adding T1 from NIU to GSM, Cascade T1 from GSM to LMU / E911
• Power up, Ground & Configure GSM/Ericsson Cabinet, Install, Cable.
• Resolve Remedy ARS Trouble Tickets for Server outages to network / reset SSID on Radius IP reset for Linksys Wireless 300N AP & set SSIDs and VPN, VLAN on the Network, Confidential Wireless LAN Controller (WLC) & Confidential Aironet.

Confidential, Las Vegas, NV

IP Telephony Engineer

Responsibilities:

• Provided technical support troubleshooting Confidential Call Manager Administration 4.3
• Correct directory, reset, create or disable profile accounts, passwords to CUCM.
• MAC's & IP telephony devices, support network & IP phone outages
• Resolve end-user issues request incidents on Confidential 7961 | 7941G IP Phones.
• Set Octel voice mail & unified messaging solution allowing users to integrate voice mail.
• Confidential Unity server add & delete subscribers, username / password, build voice mail system.
• Build & test DID solution that partitions the dial plan into the following Internal patterns.
• Route Plans, CCS, Partitions, 911 service code | Local | Long distance | International dialing
• ACD Route patterns NANP | PSTN, Extension Mobility, Auto Attendant & Direct Number plans.

Confidential

Project Implementation Engineer

Responsibilities:

• Complete Statement of Work, executing Project Management Plan & Site Requirement.
• Implement architecture service orders, sequencing all provisioning completion dates.
• MACs to equipment servers, routers, switches, CMTS, UPS, racks & labeling DWDM location.
• Set scheduling for installing Confidential 2811 Terminal Server, Port Patch Panels, QAM Modulator D9482 / D9476, Motorola BSR 6400 Radio Frequencies (RF), Microwave Radio, Upgrade ADC Telecommunications RF WORX, DOCSIS 2.0 modems Gigabit Ethernet Fiber 1000 OC 192.
• Implemented architecture service orders, installing, rearranging, removing equipment and wiring to CO’s Installed Fiber Optic Cables Single / Multi Mode, made crimp CAT 5E / 6 straight through, crossover cable, racks, shelf & ports & tested cables for connectivity.
• Installed & Configured Confidential ONS 15216 100-GHz OADM4| 15454 Optical Networking System, 2811 Terminal Server, 7609 Confidential Router & Cable Modem Termination System (CMTS) modulate demodulate and powered AC/DC connections acquiring 300 sites.
• Followed power, configuration & testing for Confidential Router equipment, stayed / set & connect, grounding & followed all safety procedures for installations.
• Completed Statement of Work, executing Project Plan, and Site Requirements to Specification Layout to Central Office Main Distribution Facility infrastructure oversee all timelines & included staff for projects Connecting Online Comcast CDV Certification Specifications
• Enter UNIX commands FTP-TFTP material through secured connection DIR to file server.

Confidential, Southfield, MI

IBM Interactive Voice Response Specialist

Responsibilities:

• Tested VUI designs for GM IVR TFN 800 # to enable call through series of Confidential
• Deployed System Integration Testing on 2 DS3’s provisioned 40 Confidential -1’s per data center
• Exceed expectation by meeting SLAs, respond to outages, on-call support & projects.
• Deliver Process / Self-service to enhance reducing Average Handle Time.
• Test structure assessment, architecture design, call routing via toll free number (TFN),
• IVR applications in both speech recognition & dual tone multi-frequency (DTMF) Configuring
• Architectural call center switch “line-side digital” for IVR - Voice 2.0.- ICM routing script
• PSTN, ISDN, VoIP / WAN connection Avaya CMS - Confidential CCM through SITEL Web Reporting
• HP OpenView, NICE, Performix, Digital Think & IEX checked dedicated Point-To-Point trunks
• IBM WebSphere Voice Server Software / Infrastructure End-to-End & Integration