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Telecom Analyst Resume

Baltimore, MD


  • Collaborative problem - solver, who identifies, evaluates and recommends solutions that enable efficiency in business processes and support the organization in achieving its goals.
  • Excel in data collection and management, user administration, requirements gathering and translating complex processes into clear understandable action items.
  • Excellent written and verbal communication and organizational skills.


Hardware: Cisco 1700, 2600 and 2811 Routers; Cisco Catalyst 3500 Switches

Software: CISCO Unified Call Manager v10.5; CISCO Prime Collaboration 11.6; CISCO VoIP; CISCO Unity Voicemail v10.5; CISCO WEBEx v30.9; CISCO Emergency Responders; CISCO Meeting Place; NICE Call Recording; Unimax 2nd Nature; Nortel PBX; Citrix; VPN; Windows 2010; ServiceNow; Remedy; IBM System Architect 11.4; MS SharePoint 2007 / 2010 MOSS; MS Office 2013; MS Skype for Business 2015; Symphony Instant Messaging.



Confidential, Baltimore, MD

Telecom Analyst


  • Actively provide concurrent team support to the Baltimore Pratt headquarter office and Owings Mills campus sites.
  • Process and support approximately 1100+ telephony Moves, Adds, Changes (MACs) across corporate and campus sites on a monthly basis.
  • Recognized by senior management for positive performance rating.
  • Work with managing leadership to prioritize business and information requirements for special building move projects.
  • Provide leadership, mentorship, applicable training and overall guidance for 6 consultants resulting in proficiency in processing team related tasks.
  • Utilize PBX commands to extract, compile, track and analyze data to generate monthly reports for senior management in the finance department.
  • Create, modify and delete CTI Route Points utilizing Cisco CUCM.
  • Provision Cisco 7965, 9971 and 8831 VoIP phones utilizing CISCO Unified Call Manager; verify phone feature activations and demonstrate basic functionality of the phone to users.
  • Utilize NICE Perform to trace, identify and analyze recorded call information.
  • Proficient in CISCO Unity Voicemail system in generating various reports, voicemail administration and creating and implementing site specific call routing sequences.
  • Work with team members in CISCO WEBEx software migration and demonstrate basic WEBEx functionality to users.
  • Provide support and troubleshooting efforts for AV/VTC conference room telephony equipment.
  • Review and respond to customer phone requests and troubleshooting issues via general mailbox, ServiceNow ticketing system and collaborative efforts with Help Desk for research and resolution of trouble tickets.


Data Analyst


  • Recognized by project manager and FAA senior management for developing electronic workflows and real-time user polling via SharePoint that reduced user access approval time 70%.
  • Migrated 4K+ documents and 900+ user permissions to updated SharePoint platform that decreased navigation layers 60% for easier accessibility for users.
  • Performed internal auditing of FAA’s prime contract that resulted in program passing 3rd party audit and receiving ISO 9001 compliance certification.


Network Analyst


  • Decommissioned 2.8K legacy network hardware items for branch office migration and installed 3.5K Cisco 2811 routers and Cisco Catalyst switches within 18 months.
  • Recognized by management for installing and encrypting 2,800 routers in an 18 month period.

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