Professional Summary

VoIP Project / Systems / Sales Engineer with expertise in design, installation, programming, troubleshooting, diagnosis, and repair. Expert telecommunications and networking skills, combined with building and maintaining positive customer relationships. Excellent design/support engineering, technical writing, project management, and project presentation skills. Computer proficiency in Linux, Windows, VMWare, Visio, and Microsoft Office Suite products. Cisco CLI and SDM, Avaya ASA, and Nortel CLI application skills.

Professional Experience

Confidential

VoIP Engineer

• Manage and maintain Tier 1 Cisco Call Managers, Gatekeepers and Gateway equipment on SIPR and NIPR networks on various installations throughout the Southwest Asia theater.
• Provide expert technical support for existing and growing VoIP networks, System upgrades, and equipment purchases.
• Monitor and identify capacity, quality and performance issues for VoIP traffic to ensure continued uninterrupted operation of telephony systems.
• Maintain and consolidate circuit level voice IP drawings according to CENTCOM Standards.
• Responsible for policies and procedures creations and distribution in reference to all VoIP equipment.
• Perform analysis of maintenance failures, research trends and causes of failures, and recommend solutions to avert future failures.
• Provide assistance on new equipment purchases to replace existing equipment and/or for new connectivity projects.
• Provide completed and accurate VoIP CAP Diagrams for assigned region.

Confidential

Lead Switch Commissioner

• Install and support a wide range of Avaya PBX products, including Avaya Communication Manager server and voice messaging products at military and commercial locations.
• Configure QoS and VLANs on Extreme data switches to support multiple VoIP installations.
• Configure Cisco and Netgear VPNs for remote VoIP telephones.
• Provide on-going technical support and troubleshooting for existing customer base.
• Evaluate new network technologies, management, and analytical tools.
• Design layout of cable installations.
• Participated in design conferences, produced network diagrams and detailed network documentation.
• Maintain technical and vendor product information and assisted in establishing performance standards, policies, and procedures.
• Clear problems remotely by installing software patches and performing database programming changes.
• Maintain and operate Progressive Communication's Avaya PBX lab equipment.

Confidential

Tier III IPT Engineer

• Designed customer databases for hosted Optimum Lightpath VoIP solutions.
• Designed hosted VoIP solution system databases.
• Assisted Telsource installation engineers with transition from I3 to Cisco CUCM PBX system.
• Assisted Telsource sales engineers with hosted and site-based Cisco VoIP solution designs.

Confidential

Call Center/ Voice Systems Consultant

• Designed and implemented Nortel MCCS call center scripts for New York Life call centers
• Designed and implemented call center redundancy plans for networked New York Life call centers.
• Designed Meridian Mail to CallPilot migration strategy for MCCS integrated voicemail systems.
• Performed remote administration and MAC work on Cisco Call Manager systems at New York Life locations.
• Assisted with migration strategy from Nortel MCCS to Cisco UCCX.

Confidential

Project / Technical Services Manager

• Managed all new system installations by allocating equipment and resources, managing project meetings, and coordinating new system cutovers with vendors and customer contacts.
• Designed, programmed, and installed Nortel and Cisco Call Manager PBX / Key systems for new installations and upgrades.
• Created sales proposals for Nortel and Cisco Call Manager PBX / key systems for prospective customers.
• Configured and installed Cisco and Nortel data switches.
• Programmed QoS and VLANs on Cisco and Nortel customer data networks to implement VoIP PBX system installations.
• Designed and programmed Asterisk SIP based PBX systems for new installations.
• Managed nine field engineers and provided third level technical support on Nortel Succession, BCM, Cisco Call Manager, Adtran, Cisco and Nortel data switches, and Contivity VPN products.
• Managed day to day technical operations. Dispatched technicians on trouble tickets, prepared billing invoices, and allocated and scheduled technical resources.

Confidential

Lead Technical Support Engineer

• Provided 2nd and 3rd level technical support on a wide range of Northern Telecom PBX products, including Meridian SL1, Succession CSE1000, Call Pilot, Meridian Mail, ITG applications, Optivity Telephony Manager, and others.
• Maintained and operated Sprint's Nortel PBX lab equipment.
• Demonstrated Nortel PBX and Call Center solutions during prospective customer tours.
• Designed and implemented test-bed Cisco and Nortel voice systems in Sprint lab.
• Assisted with Nortel to Cisco AVVID networking in Sprint lab

Confidential

PBX Sales Engineer

PBX Installation Technician

• Responded to written and telephone requests for PBX and Voice Mail solutions.
• Designed complex Nortel and Alcatel PBX and Voice Mail systems to meet customer requirements for new installations and upgrades.
• Presented/demonstrated PBX and Voice Mail solutions to prospective customers.
• Designed/presented Voice-over-IP solutions to prospective customers.
• Installed, programmed, and repaired Nortel, Mitel, 1A2, Telrad, PBX, Key, and Voice Mail systems.
• Installed and configured Adtran, NewBridge, and Kentrox CSUs and Channel Banks.