SUMMARY

• Over 9 years of experience in Cisco Data Networking and VoIP.
• Experience in installing, configuring, and troubleshooting a global network utilizing Cisco routers, switches, servers and Collaboration applications.
• Experience in deployment of Cisco Unified Communications Manager (CUCM) and Cisco Unified Communications Manager Express (CUCME), along - side Unity Express (CUE) and Unity Connection (CUC), including Multi-site centralization using SRST.
• Experience in management and maintenance of CUCM 6.x, 7.x, 8.x, 9.x and 10.x
• Experience in provisioning of UCCE components in an enterprise environment.
• Experience in setting up Wi-Fi Networks.
• Possesses Career certifications including CCIE Collaboration and CCIE Data Center
• Very Strong on Cisco VoIP solutions: CUCM, CME, CUE, Unity Connection
• Experience with Avaya CM 5.2.1
• Knowledge in developing test plans, procedures, and testing the IP Telephony Network
• Experience with communicating with customers and solving complex problems in a timely manner.
• Experience as a network support engineer, familiar with operations style.
• Proficient in MS Excel, Word and PowerPoint.
• Excellent inter-personal skills and thorough understanding of Business Processes.

TECHNICAL SKILLS

• CUCM 6.x, 7.x, 8.x, 9.x & 10.x
• UCS B Series and C Series
• CME 7.x, 8.x, 9.x
• Cisco Unity 4.x, 5.x and CUC 8.x, 9.x and 10.x
• CUE 7.x, 8.x
• UCCX 7.x, 8.x, 9.x
• CER 2.0, 8.6 & 10.5
• CUPS 6.0 & IMP 9.1
• IP Communicator, Cisco Jabber, Extension Mobility, SNR & Video Conferencing
• Cisco IP Phones (SCCP & SIP) - 79XX, 99XX, 89XX, 88XX, SPA5XX
• AVAYA CM 5.2.1
• AVAYA Digital & IP Phones (2420, 2410, 9630 & 9650)
• QOS
• CUBE and CUSP
• Voice Protocols MGCP,H.323, SCCP, & SIP
• Verint (CSCM)
• ISDN-PRI & T1
• Cisco ISR Gateways 28xx, 38xx, 29xx, 39xx
• Cisco Analog Gateways VG224, VG248 and VG204
• VMware, vSphere, ESXi, Fabric interconnects and MDS switches
• Routing Protocols: OSPF and EIGRP
• Cisco Real-Time Monitoring Tool (RTMT)
• CUCM Dial Plan, Call Features, Media Resources, CAC & Capacity Planning
• ILS/URI Dialing, SAF/CCD & Network Services
• MCS 7825, 7835 & 7845
• MS Visio & MS Excel

PROFESSIONAL EXPERIENCE

Confidential, Providence, RI

Senior Cisco Voice Engineer/Lead

Responsibilities:

• Infrastructure design, configuration, and implementation and support of Cisco IP Telephony System
• Worked as a Voice projects lead and a Level 3 Engineering/Escalation resource
• Responsible for configuration and troubleshooting of Cisco UC/Voice Infrastructure
• Performed Cisco phone system upgrade from UC (CUCM,CUC,SME,CER) v8.6 to v10.5 in a phased manner
• Migrated IP Telephony entities from Legacy PBX Infrastructure (AVAYA) to a complete Cisco Environment.
• Utilized the UCDT (Unified Communications Deployment Tool) for provisioning of endpoints in CUCM, Unity Connection and SME
• Upgraded CUSP modules to be compatible with CUCM 10.5
• Upgraded Phones Firmware to achieve compatibility with the latest version of CUCM
• Managed the migration projects, corresponded with different teams and provided technical expertise to overcome anomalies and issues during the transition
• Worked with Service providers to identify and resolve complex issues in the network environment
• Resolved operational issues involving Cisco IP Telephony
• Performed tests and turn-ups for new locations
• Worked on Avaya CM 5.2.1 and provisioning AVAYA Digital and IP end points
• Responsible for Level 3 support which included handling trouble tickets and work orders for voice networks and related network infrastructure devices and direct junior level engineers in efforts needed to complete projects
• Mentored the new Engineers in the team and conduct knowledge transfer sessions
• Managed engineers and facility resources to meet project goals and milestones

Confidential, Lincolnshire, IL

Senior Cisco Voice Engineer

Responsibilities:

• Implemented, Provisioned and Supported large and small scale projects related to IP telephony
• Worked on different projects including but not limited to migration of entities from existing Cisco Unified CM Clusters to a newer version, implementing and setting up Cisco IP Telephony infrastructure for approximately 6000+ new stores (Sites), Migrating IP Telephony entities from Legacy PBX Infrastructure to a complete Cisco Environment.
• Performed network assessment of sites, created site survey documents, provisioned/configured CUCM infrastructure and endpoints (IP Phones, Analog Phones and Faxes), provided Day 1 support and performed troubleshooting of technical issues until the site was cutover successfully and was fully functional. Ensured end-to-end connectivity for each location.
• Managed 20+ CUCM Clusters consisting of 100,000+ IP Phones and endpoints
• Installed, configured, troubleshot, and monitored core Cisco unified communication services
• Configured voice services on all Cisco LAN/WAN hardware including ISR Router, Gateways, and Catalyst switches
• Configured dial plans, route points, call types, and skill groups
• Resolved operational issues involving Cisco IP Telephony
• Installed CUCM, CME, Unity, CUE, Unity Connection, UCCX and Voice gateways
• Worked with Telco to install PRI's, T1 modules on routers for PSTN line. Configure SRST for remote branches and manage day to day services of Cisco VoIP Clustered network.
• Configured and troubleshot CUCM features which include but not limited to: Extension mobility, Emergency responder, IP communicator, Music on hold (MOH), and Cisco Presence.
• Good understanding of Cisco UCS (rack mount and blade servers) in a test environment.
• Configured North American Dial Plan for various sites.
• Provisioned new CUCM clusters and integrated them with CUC and CER
• Configured H.323, MGCP and SIP Gateways
• Performed end-point provisioning on Cisco Emergency Responder (CER) for Emergency calls (E911)
• Responsible for configuration and troubleshooting of Cisco UC/Voice Infrastructure
• Worked with Walgreen's IP Telephony team for the implementation of Cisco UC.
• Created test procedures to test the Dial-plans during Corporate IP telephony cutovers /maintenance.
• Developed process documents that assisted IP Telephony Engineers to provision the Voice Gateway Configurations for approximately 8000 Pharmacy stores
• Performed Site Surveys of different locations that were being migrated from a Legacy PBX environment to a Cisco Voice Infrastructure.
• Provided on-site support to different locations on as-needed basis
• Performed tests and turn-ups of PRIs for new locations.
• Created Project timeline documents to track the progress of several mini-projects assigned
• Created Engineering documents including Visio of the network diagram and call flows for the sites that were provisioned with Cisco Infrastructure
• Worked as a team lead to assign tasks and supervise the Tier 1 team during the migration process and coordinated with different IT teams for a successful migration
• Mentor the new Engineers in the team and conduct knowledge transfer sessions
• Participated in Business meetings to draw future roadmaps from technology point of view
• Responsible for providing technical expertise to co-workers for pre and post cut over’s for existing projects.
• Responsible for tier 3 support which included handling trouble tickets and work orders for voice networks and related network infrastructure devices and direct junior level engineers in efforts needed to complete projects
• Proactively managed engineers and facility resources to meet project goals and milestones

Confidential, Bloomington, IL

Cisco Voice Engineer

Responsibilities:

• Deployed one of the biggest Cisco IP Telephony projects of North America consisting of 250,000+ end points
• Project consisted of four data centers, 18,000+ Cisco Routers and 10,000 Layer 2 and Layer 3 Switches
• The overall VOIP solutions included Cisco Call Manager 8.5, Cisco Unified SIP proxy, SIP voice gateways, UCCE 8.5.
• Implemented, supported and troubleshot State Farm’s CUCM and UCCE infrastructure
• Participated in the Installation of 36 UCS clusters for Agency wide rollout
• Managed 12 Dev and 15 SimProd CUCM/CUC clusters and 15 SimProd UCCE instances
• Implemented design changes/upgrades in Test environment before rolling out to production.
• Troubleshot call flows related to drops calls, CODEC, Multicast MOH, ingress/VXML SIP gateways, resource availability, onNet/offNet calling and call routing failure.
• Responsible for configuring and troubleshooting Cisco Unified Communication Manager 6.x, 7.x, 8.x.
• Responsible for configuring and troubleshooting Cisco Unity Connection 7.x, 8.x.
• Utilized UCCE Contact Center Tool for provisioning of Person, Agents, Agent Teams, Agent Desktop Settings, Call Types, Skill Groups, etc. in Contact Center Deployment.
• Participated in design reviews, systems reviews, implementation, troubleshooting, Customer Support for IP Telephony Infrastructure, including CUCM/CUC 6,7,8.x. Responsibilities include meeting with clients on a daily basis to discuss project plans, upcoming cutovers and documenting new requirements.

Confidential, Dallas, TX

Cisco Voice / Network Engineer

Responsibilities:

• Infrastructure design, configuration, and implementation
• Responsible for configuring and implementing Cisco Unified Call Manager (8.0), with support to multiple locations within USA by deploying a centralized multisite call-processing.
• Provided customer interaction. Acted as resource for engineering activities for design, development, and implementation
• Coordinated with service providers/vendors for installation of entities (routers, switches and servers)
• Participated in preparing blueprint detailing configuration of deployed solutions (HLD, LLD, BOM & SOW)
• Recognized and assessed client key business drivers and challenges
• Configured Cisco routers 2600, 2900, 3900 series and Cisco switches 2900, 4500, 6500 series
• Configured Cisco IP phones 7940G, 7960G, 7937G and performed tasks that included adding new phones, supporting existing phones and troubleshoot issues with respect to all the network components and architecture.
• Configured Cisco line of gateways and gatekeepers supporting SCCP using Cisco router series 3900, 2900, 2600; provided assistance with troubleshooting aspects and escalated it to our Senior Network Engineers or the Cisco TAC as required.
• Installed Cisco Agent and Supervisor Desktop on workstations for Call Center Agents.
• Responsible for performing tasks pertaining to the implementation and the operational phase of the network deployment for a client company (Cetera Financial Group)
• Contributed in the network migration from ING’s Brokers Network to Cetera Financial.
• Installed and configured the Unified Contact Center Express 8.0 for call center functionalities.
• Configured Analog gateways (VG224) for Analog Phones and Fax Machines.
• Responsible for network support for 750+ users across multiple locations within USA.
• Responsible for LAN Network Cabling in the MDF and IDF closets/server-rooms.
• Performed Layer 2 and Layer 3 troubleshooting.
• Performed manual backups of the network configurations when required.
• Monitored trouble tickets relating to network and telephony issues and provided technical assistance to users that are experiencing these issues.

Confidential, Dallas, TX

Network Engineer

Responsibilities:

• Maintained and operated customer’s networks.
• Recorded and tracked progress and events during scheduled network change implementation.
• Optimized, updated and upgraded customer’s networks
• Kept up-to-date on relevant competitive solutions, products and services.
• Resolved Layer1 and Layer 2 issues in the client’s environment
• Facilitated communication with multiple levels of management across various departments to coordinate implementation efforts.