TECHNICAL SKILLS:

SKILLS: Cisco Unified Communications/VoIP (H.323 and SIP) - Requirement Analysis, Design (topology, equipment specification), Deployment, Traffic Engineering, Cisco Callmanager (Cisco IP PBX) 4.x to 10.x versions, Cisco Voice Gateways, CUBE, SIP Trunks, 7900/7800, 8800, 9900 Series IP phones, Unity Connection 6.x to 10.x, UCCX (IVR AND ACD - Automatic Call Distribution) 8.x to 11.x, Calabrio QM, 2Ring Wallboard, UnifiedFX PhoneviewNetworking: TCP/IP, DNS, DHCP, Routing and Switching (VLAN, STP, VTP, WAN - OSPF, EIGRP)Protocol Analysis - WiresharkTicketing system - Remedy v7/Siebel

PROFESSIONAL EXPERIENCE:

Confidential

Cisco IPT and Contact Center Engineer

Responsibilities:

• Technical Implementations, Migrations, Support, MAC and Upgrades Cisco Unified Communications applications (Callmanager, Unity Connection, UCCX)
• ISR Gateway configurations and Troubleshooting, including CUBE/ SIP Trunk connectivity with Service Providers, and IOS upgrades
• Interfacing with customers during project kickoff and throughout engagement including Post-Implementation support (Day 1 and Confidential ) and design documentation
• Cisco UC troubleshooting to resolve Service Now (SNOW) ticketing system queues promptly

Confidential, Dallas, TX

IP Telephony Engineer/Professional - Technical Consulting Engineer

Responsibilities:

• Building new customers and adding new locations
• Adding, updating and deleting E164 numbers, internal numbers and association between internal and external numbers
• Adding/configuring analogue gateways (VG3XX) into CUCM
• Configuring and troubleshooting SIP trunk between Callmanager and third party systems (Skype for Business, Telepresence, RightFax etc)
• Upgrade of CUCM and Unity Connection
• Modifying bulk loaders and uploading bulk loaders
• Using Operations Tools to manage Locations, Divisions, Customers, Resellers
• Monitoring tickets on Remedy ticketing systems and promptly resolving leve2 and 3 tickets and escalating and working with Cisco TAC to resolve more complex issues
• Installation/implementation/configuration (fresh install), Upgrade, update of device packs and administration including adding more features
• Outage resolution, Troubleshooting, including trace collection and analysis. Working with Cisco TAC for more complex issues
• Call routing design
• Microsoft Lync 2013 integration with callmanager (Cisco IP PBX)
• SIP Trunk configuration and troubleshooting
• Configuration of SBC - Cisco CUBE and Audiocode
• Voice gateway configuration and troubleshooting - SIP, H323, MGCP, SRST
• Installation/implementation/configuration (fresh install), Upgrade and administration including adding more features
• Scripting
• Troubleshooting, including trace collection and analysis. Working with Cisco TAC for more complex issues
• Calabrio QM Installation/implementation/configuration and upgrade, integration with callmanager (Cisco IP PBX), AD and UCCX (IVR AND ACD), administration and some troubleshooting
• UCCX (IVR AND ACD) integration with Wallboards (2Ring and UnifiedFX WallboardFX)Installation/implementation/configuration - PG, Logger, Router, AW-HDS-DDS, Finnesse, CUIC (Reporting), including integration with CUCM and 3rd party PBX
• Scripting - ICM and CVP
• Troubleshooting - Agent issues (login, logout, going Ready, false Active or Talking), Post Routing, Logger and Router synchronization issues, Diagnostics Framework Portico tool
• Administration: Agent creation, Skill groups, Precision queues
• Installation/implementation/configuration (fresh install), Upgrade and administration including adding more features
• Troubleshooting, including trace collection and analysis. Working with Cisco TAC for more complex issues
• Unity connection integration with MS Exchange for single inbox
• Basic routing and switching to enable voice services eg. Vlans, routing protocols, QoS
• Basic administration
• Migration to Cisco UC

Confidential, Houston, TX

Contract - Network Voice Engineer

Responsibilities:

• Installation/implementation/configuration/Administration of CUCM, Unity Connection, UCCX (IVR AND ACD) (Configuration, upgrades and patching) v. 7 and v.10.5
• Call routing design
• Microsoft Lync 2010 and 2013 integration with callmanager (Cisco IP PBX)
• Unity connection integration with MS Exchange for single inbox
• IDF/MDF cabling
• Nortel Meridian (Avaya Blue) basic programming
• Nortel CallPilot Administration
• Administration of Calabrio compliance Call Recording platform
• Upgrade planning of CUCM, Unity Connection and UCCX (IVR AND ACD) to v10.5
• Troubleshooting CUCM, Unity Connection, UCCX (IVR AND ACD)
• UCCX (IVR AND ACD): Scripting, Administration (including Agent configuration, CUIC and Historical Reporting)
• Project management on IPT system migration (information gathering, scheduling internal resources as well as external vendors, relocating users, adding new sites the cluster due to acquisition, gateway configuration - dial-peers, SRST)

Confidential, Plano, Texas

Contract - UC Migration Engineer

Responsibilities:

• Porting DIDs from one service provider to another
• Upgrade of CUCM and Unity Connection (v8.6 to v9.1)
• Administration of CUCM 9.1 and Cisco Unity Connection 9.1
• Troubleshooting Callmanager (Cisco IP PBX) and Cisco Unity connection
• CUBE H323/SIP configuration, administration, monitoring and troubleshooting

Confidential

Level 2/3 Cisco Lead UC/Collaboration Engineer

Responsibilities:

• Support of Cisco v 8.6 UC products, including CUCM (Callmanager (Cisco IP PBX) ), Unity Connection, MeetingPlace
• Creating firewall rules in order to support unified communication products
• Supporting routing and switching infrastructure for voice services
• Project support (planning, upgrade, configuration) of Cisco UC products
• Production of reports to senior management
• Monitoring capacity and usage in order to size the UC solutions
• Moves, adds and changes as per the change management process
• Opening and following up TAC cases with Cisco

Confidential

UC/Telecom Engineer

Responsibilities:

• Migration from BT Featurenet to Callmanager (Cisco IP PBX) 7.1, then upgrade to Callmanager (Cisco IP PBX) v8.6
• UCCX (IVR AND ACD) Integration with CUCM, Setting up Agents (CAD and IPPA) and Supervisors, Configuring CSQs and creating/changing scripts
• Preparation of BAT files for configuration upload, carrying out any required customisation Administration and support/troubleshooting of Callmanager (Cisco IP PBX) v7.1 and 8.6, Unity v7 and Unity Connection v8.6 (Admin page, Serviceability, OS Admin, RTMT, CDR/CAR, DNA, user configuration, hunt groups, call pickup groups, device profiles, time of day routing)
• Creation of user and phone templates
• Physically installing phones (7911, 7912, 7960, 7961, 7962, 7970, 7971, 7975), expansion modules (7915) and wireless headsets Confidential the various NHS ONEL locations (i.e. hospitals, clinics and GP practices)
• Moving, Adding and Changing user and phone configuration
• Ensuring infrastructure (Switching and routing) is ready for the migration

Confidential

UC Level 2 Engineer

Responsibilities:

Responsibilities:

• Change & request management - configuration, installation, upgrade and maintenance of the IPT system, including moving, updating, deleting and adding users, phones, and device profiles using BAT and individually in case of unique requirements
• Assisting 1st Line Engineers in their daily task and fault finding skills
• Ensuring customer’s SLA's are met
• Working on on-call rota to cover necessary out of hours and weekend work
• Intervention on site for problem resolution on IPT infrastructure
• Ensuring sufficient detail in call logs for technical escalation or reassignment.
• Performance of Daily/Weekly/Monthly checks and updating of respective reports
• Upgrade of Unified Communication Systems
• Configuration and maintenance of routing and switching infrastructure used for Unified Communications

Confidential

Responsibilities:

• Testing of newly designed solutions in lab per test plan so as to come up with configurations to be replicated on production sites
• Updating documentation per the above test results
• UCCX (IVR AND ACD) scripting
• Racking and Cabling of equipment rack mounted equipment
• Verifying IOS image version and upgrading if necessary
• Trouble Ticketing and Break-Fix technical support of the above installations when in the UK
• Configuration of the above Cisco kit
• Callmanager (Cisco IP PBX) Configuration - Device Pools, Partitions, Calling Search Spaces, Locations, Regions, Route Plans, Media Resource Groups and Group Lists, IP Phones (extensions, extension mobility etc), Integration with Unified Communications applications,
• Configuring wireless end-point (PDAs, Nokia E-61, Nokia E71 Cisco 7921G)
• Carrying out QA testing to ensure that the all applications work as required
• 2nd Line support, and opening and follow up of TAC cases
• Administering users and computers in AD, including DNS and GP
• Server physical build (HD/Memory/CNA) and ESX 4.0/4.1 installation
• Documentation of processes and newly found issues for use in knowledgebase

Confidential

Responsibilities:

• Working as part of 24 x 7 shifts, based on the latest version Confidential shift rotation (Planner workbook)
• Carrying out remote IOS configuration and upgrade as per IMAC procedure
• Escalation of circuit issues to PTTs (eg. Verizon Business, BT, Confidential &T) for fault resolution
• Monitoring of Cisco based global network (Frame Relay, PPP, ATM, LAN) using BMC Impact Explorer and accurately diagnosing circuit faults and directing carriers to resolve issues identified
• Monitoring Banks’ network using BMC Patrol and resolving or escalating faults to appropriate teams
• Responding promptly and accurately to identified events (faults and IMAC request tickets), according to established procedures
• Performing each sequenced task within the Daily Checklist, and store the hardcopies as quality records
• Assigning tickets to appropriate EBS SMC support teams for resolution.
• Supervising global of field engineering work while engineers are on site, to ensure the successful completion of assigned tasks
• Providing timely, accurate and meaningful updates for current incidents and IMAC requests within the Service Centre trouble ticketing system

Confidential

Data and Voice/IPT Networks Project Engineer

Responsibilities:

• Development of telephony solutions for converged data & voice system involving Cisco Call Manager, Analogue Gateways, PSTN Gateways, Voicemail
• Design and configuration of routers (1800, 2800, 3800) and switches (Catalyst 3750, Catalyst 6500) for the following:-OSPF, BGP, EIGRP, ACLs, VLANs and Voice QoS, STP, HSRP, VRRP, EtherChannels, Security, NAT, and VPN Tunnels
• Deployment and management of IPT network using Vision OSS
• Development of Low Level and High Level Design Documents
• Pre-staging and functional testing of LAN/WAN and IPT solution
• Ensuring proper IP addressing of LANs and WANs
• Development of telephony solutions for converged data & voice system involving Cisco Callmanager (Cisco IP PBX), Analogue Gateways, PSTN Gateways, Voicemail
• Preparation of survey packs in order to understand the existing infrastructure, and future requirements
• Adding users and phones to the Callmanager (Cisco IP PBX) system
• Analysis of requirement and design of IPT solution for Lloyds TSB
• Development of IP Telephony design document to be added to the data designs in a single deliverable
• Customer liaison with technical resources to achieve the data gathering and to discuss development of the designs and migration plans
• Design and Transformation of Lloyds TSB BT Featureline (Centrex) sites to IPT

Confidential

NOC Shift Engineer

Responsibilities:

• Configuration and troubleshooting of the following on Cisco Routers: IOS, BGP, OSPF, EIGRP, NAT, IOS Security, VPNs
• Configuration and troubleshooting of the following on Cisco Catalyst Switches: VLANs, STP, HSRP, VRRP, Etherchannels
• Configuration of PIX firewalls
• Resolving network issues to allow continuation of customer connections and maintain SLAs
• Perform as part of a shift cycle incorporating 24/7, 365 days a year - Level 2/3 support
• Supporting internal business units to achieve forecast
• Escalating faults in accordance with company directives
• Advising and liaising with field engineers and outsourced providers in hardware replacement and fault rectification
• Proactive resolution of problems that are likely to cause future support issues eg. Intermittent flapping and process design (using Confidential OpenView)

Confidential

Team Assistant (Network Support), Booksales and Systems

Responsibilities:

• Network Installation and Support (ISDN network provisioning, LAN & WAN configuration and troubleshooting, MS-Windows 2000 administration)
• Network upgrades
• Customer care

Confidential

Network Systems Engineer

Responsibilities:

• Tansat ISP Level 2/3 customer support (monitoring, troubleshooting, and fault rectification) using Confidential OpenView and CiscoWorks 2000
• Design, Implementation, Testing and Documentation of Enterprise-wide data network infrastructures within multi-vendor LAN/WAN environments (especially Cisco and RAD)
• Design and Implementation of MPLS-VPN networks
• Project Management - Including budgeting, costing, documentation
• Installation, configuration, and troubleshooting of Cisco routers and switches,, including TCP/IP, xDSL, RIP, E/IGRP, OSPF, BGP, Frame Relay, ISDN, PPP, VPN, VLAN, Access Control Lists
• VoIP installation and configuration (SIP and H323) - Cisco Callmanager (Cisco IP PBX), Cisco 7900 series phone
• Pre-sales and after sales support of Cisco and RAD equipment
• User as RAD certified trainer
• Firewall installation and configuration (Cisco PIX and ASA)
• Windows 2003 infrastructure and AD design and support

Confidential

Technical Support Engineer

Responsibilities:

• Data and Voice Network Design and Installation (Cisco and RAD)
• Pre Sales Support to Sales Staff (Cisco and RAD)
• After Sales Customer Support - Level 2/3
• Internet via Satellite Installation
• Firewall (SonicWall and Cisco PIX) Installation
• RMA management

Confidential

IT Consultant

Responsibilities:

• Software development using Java, Oracle, and PowerBuilder
• Drawing maintenance plan for power utility companies
• Analysis of technical data of power utility companies and development of maintenance plan using results from the analysis

Confidential

Electrical Engineer

Responsibilities:

• Design electrical installations in buildings and water supply projects
• Supervision of contractors of electrical works in buildings and water supply projects