Talent Summary

• Dedicated and accomplished voice engineer with 14 years of experience. Skilled in designing, organizing and implementing VOIP systems with high proficiency and quality. Customer oriented background and commitment to customer and organization needs. Technical writing abilities along with detail orientated results.
• Strong understanding of voice, data and converged networks including H.323, SIP, VoATM IGX , VoIP, QSIG, Frame Relay, ISDN PRI/BRI, Centrex and Call-by-Call circuits. Ability to design, install and trouble-shoot LAN infrastructures. Proficient and experienced collaborator with telecom and other job related vendors.
• Skilledproject manager along with proficiencies in Microsoft'sportfolio including: Windows Server up to 2012, Microsoft Office up to 2013, Active Directory, Project and Visio applications. Excellent record keeper along with superb database and spreadsheet skills. Have high-quality organizational and planning skills.

Technical Skills

• Avaya Communication Manager Avaya System Manager Avaya Session Manager
• Avaya Contact Center Elite Avaya ACR Avaya CMS/BCMS
• Cisco Call Manager Cisco Unity Avaya Data Switches
• Avaya/Nortel CS1000 IP Peer Networking H.323 Trunking and Endpoints Avaya/Nortel CallPilot Nortel Meridian Mail Nortel Symposium Nortel OTM and Telephony Manager ISDN and Q.SIG Trunking Avaya/Nortel BARS Programming Carrier/Fiber Remotes Database Programming System Design and Engineering Patch Management Nortel Legacy PBX 11C, 61C, 81C FNF Norstar Key Systems BCM

Professional Experience

Confidential

Senior Telephony Engineer

Primary Responsibilities

• Project lead on all voice related projects including the 14 sites we have migrated to VOIP.
• Develop test plans for VOIP migration projects to ensure cutover success.
• Create job aids for employees so they have effective training tools.
• Support 30 home-office employees, a number that continues to grow.
• Provide voice related reports to upper management. Ensure that trouble tickets and requests are completed with efficiency and accuracy. Order necessary telco circuits and assist with all vendor related billing and account details.

Significant Project Accomplishments

• Developed a roadmap that carves out our organization's VOIP future which started with 7 different voice systems in our network. That number has since been reduced to 2 systems. Also introduces SIP Trunking as a means to reduce telco costs and add resiliency.
• Designed our upcoming voicemail system which will collapse 3 legacy Nortel systems into one geo-redundant system.
• Provided a solution for our 30 home-office remote employees to have Avaya VOIP phones using a Juniper secure gateway.
• Migrated 2 Cisco Call Manager sites to our Avaya Aura system.
• Developed test plans and validation documentation in order to properly identify desired results for voice related projects.
• Teamed with our IT Infrastructure team to properly identify telephony related tasks within our service desk ticketing system.
• Developed a 7-digit on-network dialing plan for our entire organization which utilizes our MPLS network for site to site calls.
• Deployed 8 Avaya VOIP gateways as part of the roadmap.
• Provided support for our recent Polycom video integration project which required SIP connectivity to our Avaya Session Manager for audio participants.

Confidential

Senior Nortel Technician

Primary Responsibilities

• Lead Support Technician on 4 Nortel Meridian PBXs across Capital One's Knolls Campus servicing over 1,500 customers.
• 1000M 5.50 PIV FNF H323 Trunking, Meridian Mail 13, 5 IPE Fiber Remote Shelves and 30 T1s with CCMS/CCMA 6.0
• 1000B 5.50 CPPM 150 CCMS Agents
• 81C 4.5 PIV FNF Trunking Switch with 3 Network Groups and 30 T1s
• 1000M 5.50 Lab Switch with Redundant Signaling Servers, CallPilot 4.0 and Contact Center 6.0
• 61C 4.5 PIV Lab Switch with CallPilot 201i 4.0 and QSIG connections to Cisco Lab Call Manager
• Lead technician on AudioCodes Mediant 1000/2000 Media Gateway Testing and Deployment
• Perform preventative maintenance to ensure equipment is running at peak performance.
• Patch Management of Capital One's 2 CallPilot 1002rp Servers running 4.0 software. Serving over 15,000 customers.
• Patch Management of 12 Nortel PBXs within this account utilizing Nortel's Enterprise Solutions PEP Library.
• Lead Tech for Lab Testing 3.0 1000M, 4.5 61C and 5.5 1000M Meridian Mail 13, CallPilot 4.0.4, SCCS 5.0, ContactCenter 6.0, OTM 2.2, CISCO Call Manager, Gateway and Unity Connectivity.
• Change Control Management, Problem Management, Project Management
• Provide Technical Writing, i.e. Operational Documents and Test Documentation
• On-Call Rotation

Significant Project Accomplishments and Skills

• IP Peer Network Project IP Enabling 6 1000M Switches while adding Signaling Servers, MC32S Media Cards and H.323 Trunks
• AudioCodes H.323 Media Gateway Testing and Deployment. Mediant 1000 and Mediant 2000 Media Gateways.
• Nortel Lab Move and Build-out 1000M 5.50J Card Cage Upgrade
• Engineered 1000B 5.5 Branch Office for our 200 IP Agents in TampaFL
• Capital One Bank upgrade to PIV's and 5.00 software in New Orleans LA.
• Capital One Auto Finance upgrade to release 5.50 with new Signaling Servers in TampaFL.
• Capital One Auto Finance upgrade to 5.50 in Plano, TX.
• Virtual Trunking Project H.323 conversion in RichmondVA.
• 81C 3.0 IGS to 81C 4.5 PIV FNF Upgrades
• 81C 4.50W to 1000M 5.50J Upgrades.
• PII to PIV CPU upgrades on Nortel Switches.
• Q.SIG Implementation 11,000 Set Cisco VoIP Migration
• SCCS 4.2 to 5.0 Upgrade at West Creek B1 Site.
• SCCS 5.0 to CCMS/CCMA 6.0 Upgrade on Windows 2003 Server.
• VPIM VM Integration with North Fork Bank Avaya Messaging Server
• AMIS VM Integration with Green Point Mortgage Mitel System
• OC48 to OC192 Migration Provided DS3 Mux Programming Support and Project Coordination
• UM-2000 Testing Project with Nortel and Cisco
• Toronto 11C Meridian Mail 13 Upgrade Remote Support for Successful Project
• T1 installations LD, CBC, QSIG and SL1 VoATM and T3 MUX Equipment
• Power and Grounding Survey of our Knolls Campus.

Confidential

Senior Systems Engineer

• Establish and Coordinate department activities to design new Nortel Voice/Data Networks for the U.S. State Department in a customer driven environment.
• Modify existing designs, improve installation techniques and develop test procedures.
• Provide design engineering for Nortel Meridian 11C, 11C-Mini, 61C, 81C, 1000M, 1000E, 1000B and Call-Pilot products.
• Proven management skills, directing four staff members including 2-systems engineers, 1-service technician and 1-CAD operator.
• Demonstrated a high level of analytical skill activated by complex or diverse information, research data, experience to generate creative solutions translating concepts and information into effective images, designs, drawings and technical writing.
• Excellent knowledge of Nortel products and NNEC Nortel Equipment Configuration tool.
• Provided excellent presentation skills as well as good communication, writing and organizational skills.

Confidential

Network Technician

• Lead Voice and Audio/Visual Technician for Kellogg Brown and Root's Arlington Division.
• Responsible for KBR's Arlington, VA and Norfolk, VA Nortel voice equipment. This includes a 1000M with redundant Signaling Servers, ITG Trunking, CallPilot 201i Server, Branch Office, Norstar equipment, Carrier Remote coupled with TDM and VoIP environments.
• Support over 350 end-users on a daily basis. These users require a lot of remote connectivity and travel constantly.
• Planned and Coordinated KBR's 300 person move from Arlington, VA to new Alexandria, VA location CrystalCity . This required PBXs running in parallel until the last end-user moved from Arlington. Demonstrated customer commitment thru
• Support multi-site Nortel environments including: 1000M, Succession Branch Office and Call-Pilot.
• Maintain back-ups of customer's site configurations and Nortel databases.
• Train end-users on voicemail and phone usage.
• Coordinate off-site meetings requiring audio/visual equipment and networking.

Confidential

Nortel Technician

• Nortel Technician with Verizon VSSI , based out of Chantilly, VA. This branchsupportsNortel PBX customers in all of NorthernVA, WashingtonD.C. and parts of Maryland.
• Onsite Nortel Technician for Halliburton KBR Arlington, VA and SAIC McLean, VA providing customer service and support to over 1,500 end users.
• Responsible for handling Moves, Adds and Changes and Repair Resolution.
• Performed MACs with great efficiency and with customer follow-up.
• Support multi-site Nortel environments including: 61C, 81C, 1000M, Succession Branch Office and Call-Pilot.
• Maintain back-ups of customer's site configurations and Nortel databases.
• Provide training to end-users on voicemail and set usage.
• Quickly learned two completely different trouble ticket systems while supporting KBR and SAIC. This demonstrated my ability to adapt to unique customers and their needs.
• Handle on-call duties for Northern VA and D.C.

Confidential

Solutions Designer

• Support Wachovia Securities as a solutions designer on theirTechnology Services Team in Glen Allen, VA, providing hardware and software customer service to over 85,000 Wachovia employees.
• Create and implement Moves, Additions and Changes solutions for Wachovia Securities' customers including: Telecom, Hardware, Software and Network Access Requests.
• Designed Microsoft Access database to help our team maintain an accurate record of customer requests.

Confidential

Network Administrator II

• Primary assignment at LFCU is to maintain 3 Nortel PBXs, 2 Carrier Remotes, 5 Norstar KSUs and 2 additional PSTN sites which provide voice services to over 500 employees.
• Responsible for software and hardware upgrades on our Option 61C. We started with an Option 21C and upgraded to a 51C in 1998. In order to support a more robust network I recommended that our organization upgrade to an Option 61C with redundant processors. In 2001 they accepted my recommendation and we upgraded to a 61C running software release 25.40. This PBX has 6 T1's and a wide range of Nortel Voice Sets: M2008's, M2616's, M3900 series and two switchboard operators using M2250 consoles. I am responsible for the day-to-day activity of this PBX and have been maintaining ACDs, Equipment Cards and Sets for over 4 years.
• Organized and completed 2 Nortel 11C-Mini PBX installations. One of the 11C Mini's is equipped with a fiber expansion cabinet, which contains our 2nd Call-Pilot Server. The other 11C-Mini is located within our organization's headquarters. It is rack mounted and has ITG back-up trunking.
• Planned and completed2 successful Nortel Carrier Remote projects which are networked back to our 61C. This hardware allowed us to deliver voicemail and dial tone at an economical cost to the company.

Confidential

Helpdesk Technician

• Implemented Howmet Hampton Casting Division's first support desk.
• Provided customer service to over 1,500 employees for Nortel phones, Meridian Mail, computer hardware, software, and networking needs.
• Performed hands-on support as PC technician servicing hardware, software and network troubles and installations.
• Coordinated and accomplished customer service orders through help-desk support, onsite technicians and various contracting services.
• Completed frequent project assignments including new office additions, large-scale office moves and random company changes.

Confidential

Supervisor

• Assigned to Howmet Hampton Casting's finishing department, providing leadership in a development role to over thirty employees.
• Responsible for both physical and environmental department safety using proper waste disposal procedures and OSHA regulations.

Confidential

Operations Specialist

• Served onboard the Strike Destroyer USS Deyo in their operations team utilizing military training in naval computer systems, communications, radar operation, weapons and navigation.
• Led as supply supervisor, navigation supervisor and department career counselor, providing leadership and direction to subordinates.
• Promoted to E-5 ranking in three years, two years ahead of peers.
• Honorably discharged after serving a 4-year enlistment.