Software Support Engineer Resume Profile

SUMMARY

I am computer systems professional working in the industry for over 20 years. I enjoy working on critical systems support, Cisco Communications Manager, Avaya voice systems and the systems that make a business work. My additional skills include project management and organizational skills. I work very well with both local and international teams having traveled across the US, EMEA and South America. My ideal work environment would include domestic and international travel at a supportive, team oriented and corporative organization. Adept at problem solving and thrives working individually and as part of a team. Strengths include:

TECHNICAL SKILLS

Cisco Unified Communications Manager including Cisco ICM SIP, H323 Windows Server OS	Windows Office Applications Microsoft SQL VMware Avaya Contact Center
Linux OS IIS	Cisco Networking Server OS deployment
Oracle Middleware Project Management Computer Operations Troubleshooting And Repair Of Computer Systems	Server Hardware Support PC Hardware Support Microsoft Office Products Training

PROFESSIONAL EXPERIENCE

Confidential

Installation and Upgrade Technician,

Interfaced closely with the project managers to ensure timelines were met
Deploy Cisco UCS B and C series servers for application virtualization using VMware
Build and audit Windows and Linux servers
Install voice gateways
Install Cisco UCCE product suite. This role required on-site travel or performing the deployment/upgrade remotely work from home
Additional projects included driving across the state of Texas upgrading all the Office Of Attorney General Child Support offices from their current network to AVPN. 80 offices were completed in a 3.5 month period

Remote application/MAC support,

Software Support Engineer

Developed standardized documentation for maintaining, adding and removing client side features
Support of Cisco voice gateways
Vendor management
Internal training for part of the Cisco voice suite.

Confidential

Oracle Middleware Support Engineer

Supported over 50 Oracle Weblogic JVM Servers running business tools including sales, support, customer service and most internal business applications including payroll and other HR applications at a senior level role.
Project manager for several VP projects including a POC of CA Wily monitoring tool and also support for several other monitoring tools being tested at Dell, Inc.
Reduced the number of backlogged issues from over 1000 to less than 50.
Trained team, both in Round Rock and Asia Pacific and Japan APJ on resolving issues and closing incidents.
Performed after hour's upgrades and deployments of Oracle software.
Worked with server engineering team on moving all Oracle applications from physical servers to VM solutions
Moved all Oracle solutions built on Windows servers to Linux based VM servers
Continued support of voice systems through my transition to my Oracle support role training my team in Brazil to effectively take over responsibility for ownership of this critical tool.

Confidential

Installation and support of Cisco ICM, Call manager, Avaya Telecom Systems, Edify IVR and other telecom related devices
Project manager of projects from a few thousand and upward with all projects coming in on time and under budget
Installed and Support the Cisco ICM on 140 Windows 2003 and 2008 servers located in the United States, India, Europe, South America, Central Americas, Canada and Morocco
Installed and supported Avaya telecom systems across Dell's global call centers
Dispatched to migrate acquisitions from their telecom environment to Dell's standard
Provide system design validation and delivery, project management, deployment and troubleshooting of Cisco IP Telephony solutions, including CTI and SIP
Integration of Cisco Call Manager, Nortel SL-100 and Avaya
Expert experience in the installation and maintenance of the Cisco ICM platform
Provide 24/7 support of Dell's voice network including assisting all regions with issue resolution.
Remote monitoring of all voice systems
Performed quarterly disaster recovery testing
Maintained server inventory for all telecom systems
Application management including support of SQL
Ensured data integrity verifying security procedures are followed
Provide recommendations on information technology equipment

Confidential

Middleware Project Manager

Functioned as Project Manager to replace and upgrade telecom systems including call routing and a migration from the AT T network to local systems to better manage customer data.
Installed and deployed Cisco ICM pre and post call routing during the three month project
Interfaced all voice systems with ICM providing more accurate customer call delivery to over 10, 000 insurance agent/offices
Analyzed voice traffic
Created a disaster recovery plan

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship