| Skills Design, implementation, and management of advanced UC environments, IP telephony and LAN/WAN infrastructures. Excellent verbal and written skills, enabling effective client interaction at both technical and management levels. Technologies - High Competency in the following technological areas.
- Contact Center: Architecture, Engineering, Integration, Design, Deployment
- Voice Networking: Architecture, Engineering, Integration, Design, Deployment
- Trunking: SIP, PSTN, MGCP, H.323
- LAN/WAN: Architecture, Design, Deployment
Products - High competency with the following products.
- Cisco Unified Call Center: CVP, UCCE 9.X, UCCX, ICM Scripting, EIM/WIM
- IP Telephony: CUCM/SME 9.X, Unity Connection 9.X, ACME SD, Cisco CUBE
- Cisco Collaboration: CUPS 9.X, Jabber, Movi Video
- Microsoft LYNC/OCS R2 Office Communication Server Enterprise Voice
- Cisco Routing Switching Equipment: IOS Devices, Catalyst Switches, Nexus
Business Leadership Skills - High competency in the following areas.
- Architecture Roadmap Planning
- Practice and Methodology Development
- RoI/TCO Tools and Analysis
- Business/Technology Planning, Documentation and Technical Writing
- ITIL Foundation Certified
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| Experience Independent Consultant Confidential IP Telephony/Contact Center Consultant - Independent consultant working in the area of IP Telephony/Contact Center design, deployment and support. Performing analysis of existing solutions for problem resolution and development of enhancements. Working with clients in long-term business development efforts, analyzing costs, and providing roadmaps.
- Analyzing requirements and design solutions for approved projects and change requests of moderate to high complexity and risk. Participating in design consultations with hardware and software technicians. Developing, documenting and presenting design solutions and supporting rationale. Participating in quality assurance and testing to achieve quality objectives.
- Adhering to change management requirements for application and system implementations. Preparing change and Help Desk documentation according to implementation requirements. Providing for disaster recovery and back-out mechanisms as directed. Performing software implementation activities as directed and according to current standards and policies. Monitoring implementations and responding appropriately and as directed in the event of disruptive impacts.
- Working with various IT development support teams to maintain system availability levels and provides 3rd level support engineering. Maintaining documentation and conducting training and user orientation for clients detailing configuration of proposed and deployed solutions.
- Monitoring network alert and performance management tool output and provides input on the capacity and resiliency of the UCC Unified Call Center portion of the VoIP network. Performed management and maintenance of Cisco IP Telephony applications including Cisco CVP/ICM Cisco Voice Portal/Intelligent Contact Manager Enterprise call routing, Cisco IPCC IP Contact Center , VXML Voice Extensible Markup Language Gateways.
- Performed multiple implementations of CUCM including CUPS. Jabber for multiple clients.
- Performed UCCE/UCCX design architecture, deployment for major call centers. Worked to create new call flows and call routing. Development involving CVP, EIM/WIM.
- Performed ICM Scripting for major call centers. Including new and modified call flows and call routing.
- Performed IP telephony design assessment and review for a multiple clients. Multi-faceted approach with technical aspects that included configuration templates, dial-plans, documentation to ensure ease of deployment.
- Performed Dial-Plan development and design for multiple customers. Work to include E.164 and improved management.
- Provided senior level billable consulting services for Unified Communications solutions in the areas of planning, design and implementation.
- Provided technical information as necessary to produce complete proposals to comply with clients' communications needs.
- Worked with client executives and staff to document the current unified communications / telephony infrastructure, understand the requirements to support a unified communications solution and make infrastructure upgrade recommendations.
- Performed workshops and meetings to understand the unified communications requirements based on their current needs and new features required from the new solution.
- Performed vendor product fit/gap analysis based on client requirements.
- Developed high-level design, hardware list, and budgetary pricing.
- Conducted meetings or workshops to develop low-level design, project plan, and final pricing.
- Assisted and/or lead the staging of the unified communications equipment and subsequently installed, tested and received solution acceptance signoff from the client.
- Trained end users on IP PBX, voicemail, or phone features and functions.
- Conducted internal technical forums, as stand-alone activities, or as part of a specific training course, for both internal staff and clients.
- Provided leadership and mentoring for less experienced consultants.
- Performed Unified Messaging development for a multiple customers. Development included uncovering Exchange design flaws and creating resolutions.
- Provided information as required within technical responses to RFPs, liaising with Customer or Vendor as necessary.
Confidential Contact Center Sr. Voice Engineer - Performed root-cause analysis of existing solutions for problem resolution and development of enhancements for High Touch customers.
- Development of Unified Communications architecture roadmap to ensure that both the business and IT are well aligned for future state goals.
- Unified Communications including Instant Messaging, Unified Messaging, Mobility, IP Telephony, Voicemail, Video, and Collaboration.
- Provided design/engineering work regarding Cisco Unified Contact Center.
Confidential Contact Center Sr. Voice Engineer - Performed root-cause analysis of existing solutions for problem resolution and development of enhancements for High Touch customers.
- Development of Unified Communications architecture roadmap to ensure that both the business and IT are well aligned for future state goals.
- Unified Communications including Instant Messaging, Unified Messaging, Mobility, IP Telephony, Voicemail, Video, and Collaboration.
- Trunking solution including TDM and Carrier SIP Trunking Architecture. Solution development included Cisco hardware and Verizon as a provider.
- Provided design/engineering work regarding Cisco Jabber
Confidential IP Telephony/Contact Center Sr. Voice Engineer - Developed understanding of current IT that could weaken new processes or become more intertwined with aging legacy systems and ultimately undermine technology standards and the coherence of the architectural blueprint.
- Development of Unified Communications architecture roadmap to ensure that both the business and IT are well aligned for future state goals.
- Unified Communications including Instant Messaging, Unified Messaging, Mobility, IP Telephony, Voicemail, Video, and Collaboration.
- Trunking solution including TDM and Carrier SIP Trunking Architecture. Solution development included Cisco hardware and Verizon and AT T as providers.
- Provided design/engineering work regarding Cisco Unified Communications Manager and Session Management Edition.
- Provided engineering work regarding Cisco Unity and Unity Connection migration including Single Inbox for multiple OS.
Confidential IP Telephony/Contact Center Sr. Voice Engineer - Development of Unified Communications architecture framework to manage IT architecture and ensure that both the business and IT are well aligned. Working with business groups in understanding business requirements, analyzing costs, and providing roadmaps. Created 1, 3, 5 Year IT roadmap to align with business objectives.
- Identified existing resources currently in use to determine whether they should be integrated into the new architecture, replaced with an alternate solution, or removed.
- Created Architecture Framework and Standards including
- Unified Communications including Instant Messaging, Unified Messaging, Mobility, IP Telephony, Voicemail, Video, and Collaboration.
- Trunking solution including TDM and Carrier SIP Trunking Architecture. Solution development included Cisco and ACME hardware and Verizon, AT T, and Global Crossing as providers.
- Provided design work regarding Cisco Unified Communications Manager and Session Management Edition.
- Provided design work regarding Cisco Unity and Unity Connection.
- Provided Contact Center design work centering on Cisco UCCE and integrations with Nortel Contact Center software and 3rd Party Hosted Solutions.
- Development of TDM to VoIP integration and migration strategy.
- Performed OCS Cisco integration testing. All aspects of design including 2007 R2 moving to LYNC and Exchange UM and Unity Connection coexistence.
Confidential Sr. Consultant - Consultant for a multitude of Fortune 500 companies, responsible for IP Telephony design analysis and deployment. Accountable for assisting with business development efforts, conducting technical interviews, and mentoring engineers and consultants.
- Performed Unified Communications practice/methodology development. Activities revolved around building Unified Communications solutions to be offered as a service.
- Performed IP telephony conversions/implementations for numerous companies. Conversions from Nortel/Avaya traditional PBX. Work included design and configuration of all applicable IP Telephony devices.
- Developed multiple tools to aid in TCO/RoI assessments which were used to provide financial metrics for numerous Fortune 500 clients. TCO/RoI tools became the standard for assessments.
- Performed IP telephony design assessments and reviews for a multiple clients. Multi faceted assessment including business, financial and technical aspects. Outputs included TCO, RoI, and IRR.
- Performed IPCC Enterprise design/deployment and redesign/refresh for major call centers. Deployment included Cisco CVP. Designs included VXML gateways and gatekeeper configuration. Multi-faceted implementations including all technical aspects.
- Performed Unity design/deployment for Fortune 100 Company. Deployment included Cisco PIMG to interface with Siemens PBX in addition to Cisco CallManager.
- Architected the design to migrate a data networks from Frame Relay architecture to MPLS architecture. These designs became the standard for many large financial institutions.
- Performed complete IP telephony design and review assessment for a large school corporation. Design centered on the Data Network design including bandwidth, QoS, etc., telephony design, and full financials and ROI analysis.
- Performed assessment of a major telecommunications process and procedural work for a large insurance corporation's entire suite of offerings including IP VPN, Managed Security, Managed Network offerings, etc.
Confidential Sr. Technical Architect - Performed the planning, engineering, and deployment of a large-scale network infrastructure. Determined feasibility of designing a network management solution. Performed a corporate wide network audit, using extensive documentation to create procedures for training personnel and managing the network.
- Performed the redesign and consolidation of the data center architecture, consolidating multiple data centers into a pair of redundant and load sharing data centers. Work revolved around networking, data design, cable plants, and power requirements.
Confidential Sr. Consultant Consultant for a multitude of Fortune 500 companies, performing network design analysis. Also served as a point of contact for consultants and engineers regarding any high-level technical situations. Confidential Chief Technical Strategist Served as the lead engineer responsible for design, engineering, implementation, and management for a private network management team. Designed networks for multiple clients in the Financial Industry. Provided third-level and above support for the network operations and field service teams. Trained and mentored first, second, and third level support groups. Confidential Technical Analyst Served as engineer performing design, engineering, implementation, and management for the original ' Home' Network. Provided third-level support for the network operations and field service teams. Trained and mentored first and second level support groups. |
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