EXECUTIVE SUMMARY

• Currently I’m working towards my CCNA/CCNP Collaboration Certification. I’m interested in companies dat offer100% remote work.
• The title of the job should be a Cisco Unified Contact Center Express Engineer.
• The status of the job should be a Long Term Contract or a Full Time Position. The primary focus of this position should be based around the following.
• (Cisco Call Manager, Cisco Unity, Cisco UCCX, Contact Center Scripting and CUIC Reporting.) This company should be innovative, ambitious, offer great incentives and provide a great work life balance.
• Also, relocating internationally is an option.

TECHNICAL SKILLS

• Great Team Player
• TEMPEffective communicator
• Very dependable
• Positive Attitude
• Respectable
• Great Customer Service Skills
• Great Work Ethic
• Configuring Voice Gateways
• Configuring/ Administering FXO/ FXS ports on the Voice Gateways
• Configuring SRST
• Configuring SIP Trunks via Call Manager
• Configuring 3rd Party Sip Devices via Call Manager
• Pull/Collect IVR Call Logs Files
• RTP, SIP, H323 TCP/IP UDP, VoIP, MGCP, RTCP
• Cisco Cube 4321
• Cisco Voice Gateway 224, 204xm, 310
• Cisco Phones (7942, 7962, 7821, 7841, 8845, 8865)
• Cisco Router 2911 SRST, 3945

PROFESSIONAL EXPERIENCE

Cisco Voice Engineer

Confidential, Lawrenceville, GA

Responsibilities:

• Responsible for minor script changes within UCCX Script Editor.
• Updating Holiday Schedules and Open/Close time. Via XML files
• Uploading new Prompts.
• Updated the Hours of Operations schedule and Holiday schedule via Cisco Unity.
• Responsible for all New Add/Move/Deletes request in Call Manager
• Responsible for Unity Voice Mail Add/Deletes/Resets.
• Administering Unity Call Handlers - Transfer Rules, Caller Input and Greetings within Unity.
• Administered user accounts in UCCX by providing the following.
• Adding user to Selected Capabilities such as Admin, Supervisor and Agent
• Updating user assigned skills and competence level within UCCX
• Manage Teams, Reason Codes, Team Resources and Workflows in Cisco Finesse Administration.
• Assisting user with login issues with CAD and CSD.
• Assisting user who are not assigned to the correct Work Flow Group.
• Running Call Detail Reports in CUIC for upper management
• Responding to management email request about en-user interaction with the IVR.
• Administer user account in Cisco Quality Management. Add/delete.
• Created a document script dat allows announcements prompt to start and end at specific times.
• Created UCCX document script dat allows announcements prompt to start and end at specific times.

Cisco Voice Engineer

Confidential, Dunwoody, GA

Responsibilities:

• Responsible for roughly 50 Tier 1 & 2 Voice Service Tickets monthly.
• Administered roughly 3,000 Cisco Phones (7942, 7937, and 7911) for 100 car Auction sites.
• Responsible for all New Add/Move/Deletes request.
• Responsible for Creating Hunt Groups.
• Responsible for Creating Call Pickup Groups.
• Responsible for Creating Personal/Group mailboxes.
• Provide Incoming/Outgoing/ call statistics to 100 Car Auction Sites via 3rd party application.
• Provide CDR reporting to senior management via Call Manager Serviceability and Splunk (Cisco CDR Reporting Analytics)
• Responsible for resetting voicemail passwords and locked mailboxes in Cisco Unity voicemail system as well as troubleshooting message waiting indication and call handler configurations for users.
• Modifying Phone Button Templates in CUCM
• Updated the Music on Hold Server (MOH) with latest operations WAV file via Call Manager.
• Updated the Hours of Operations schedule time via Cisco Unity.
• Created Cisco Unity Call Flow Diagrams within Visio for all of Manheim Car Auction sites.
• Created the Auto Attendant Template Greetings for all 100 Auction sites. Holiday, Emergency, Inclement Weather and General.
• Responsible for maintaining and monitoring performance of the voice network via SolarWinds, Splunk and Sprint.Net monitoring application.

Aspect/ ICM Support Analyst

Confidential, Chamblee, GA

Responsibilities:

• Monitor the IRS UCCE Enterprise Environment for the following devices ACD, ICM, CVP, PG's.
• Restart Peripheral Gateway (PG) services PIMs, PG Agent, MDS (Message Delivery Service)
• Presently work in a NOC environment.
• Analyzing possible contingency dat may impact the UCCE environment, such as CVP Queue Failures, Translation Provide triaging for Route to VRU failures, Prompting errors and Call Survivability.
• Administer Aspect ACD Data Links, (DTIC) Digital Trunk Interface Cards, VOIP Cards, Media Voice Cards and User profiles.
• Coordinate with vendors for system maintenance on Aspect ACD, Verizon SONUS Gear and (LEC) Local Exchange Carrier on T1 DS3
• Monitor/ administer the following devices in the IRS UCCE Network.
• Provide tier - level support to the Peripheral Gateway (PG) services such as PG Agent, PIM, OPC process
• Provide tier-level support to the Interactive Voice Response (IVR) not delivering calls to the CVP platform due to high call volume.
• Provide tier-level support to ICM calls being delivered to contact center ACD with no ICM call data.
• Provide monitoring services to 400 applications, 75+ Toll-Free 1-800 product line numbers.
• Administer user with locked or disable accounts on the following reporting application (eWFM) Workforce Management, Unified Command and Control (UCC-RTR) and Cisco Unified Intelligence Center (CUIC)
• Configured New User accounts on ICM and ACD by adding agents to skill groups, agent teams, and class of services.
• Work closely with the IRS Business Unit researching contact center product-line issues and technical difficulties error messages offered to Tax-payer customers.
• Assisted the IRS Routing Team with trouble-shooting devices dat might has impacted call routing to 1-800 toll free numbers
• Work directly with the IRS Contact Center admins to resolve major network issue dat cause one-way audio calls, phone static and cross talk.
• Perform accurate and precise real-time investigation and triage of infrastructure alerts.
• Responsible for documenting issues/ resolutions via HP Manager Ticket system for present / future reference
• Provide detailed root cause analysis as needed for Network Enterprise events.
• Assist in the daily ongoing support for contact center applications
• Manage Moves, Adds, Changes for contact center agents on the technology platforms
• Research and resolve real-time problems in the call center enterpris