SUMMARY:

• I am an Innovative Sr. Telecom Engineer with excellent technical skills and over 15 years of strong results in call center environments. I have demonstrated the ability to provide technical solutions to resolve highly complex business problems. I am a professional who thrives on challenges and is passionate for all areas of technology. Well - developed technical skills include:

TECHNICAL SKILLS:

Cisco Routers: - Cisco Routers 7200, 4500s, 3800, 2900, 3900, 3600s, 2800, 2600s, 2500s, 1800, 1600s

Switches: - Cisco Catalyst (7600, 6500, 5500, 4000s, 3750, 3560/50, 2960/50, 1900s)

Switches: - Cisco Nexus 1000V, 2000, 5000 and 7000 series

Cisco UCS Server: - B and C series

Cisco IP Telephony VOIP: - Cisco Communications Manager 3.x - 8.x, Gateways (SIP, MGCP, H.323, SRST), Gatekeeper, VG 8, Cisco Unity, Cisco Unity Connection, IPCC, UCCX, CME, CUE, UC500 UC300,, SIP, SCCP, RTP, H.323, QSIG, CVP, Mediant SIP Gateways, CUBE SIP Gateways, Single wire Informacast

Contact Center: - Cisco Unified Contact Center Enterprise (UCCE), Cisco Contact Center Express (UCCX), IP IVR, Desktop Supervisor, Agent Desktop

Web Conferencing: - Cisco WebEx, Cisco Meeting Place, Cisco Unified Personal Communicator, Microsoft Office Communicator), Meeting Place, Video Conferencing (Telepresence), Attendant Console, Arc Console, Microsoft LyncMessaging: - Cisco Unity, Cisco Unity Connection, Cisco Unity Express, Cisco Jabber

Virtualization: - VMWare ESX & GSX, Server, Workstation, Fusion, Player

LAN & VPN Protocols: - TCP, IP, IPSEC, PPTP, L2TP, VOIP, SIP, SCCP, RTP

Routing Protocols: OSPF, IGRP, EIGRP, RIP, RIP V2, BGP, ISIS

Topologies: Layer 2 / 3 VPNs, Frame Relay, ISDN, ATM, Ethernet, Gigabit Ethernet, T1/T3, DS3, OC12, OC48, DWDM, Metro Ethernet

Security Scanners: WireShark, Etherpeek, Ethereal

Management Applications & Tools: MRTG, Arbor Netflow, Netreo Omni-Center, SolarWinds Orion, Cisco Works, WebSense.

Microsoft Technologies: IIS, Exchange, SQL, Windows 7,XP, 2K, 2K3, 2K8

WORK EXPERIENCE:

Senior Network Engineer (Consultant)

Confidential, Reston VA

Responsibilities:

• Deliver Data Center Call Routing, UCS, Cisco Unified Computing System, and CTI Solutions for specific clients, network and telecom architecture design; build out environments from, 000+ phones.
• TCP/IP and Ethernet-based network architecture; Cisco networking hardware (switches, routers, and gateways); Cisco Call Manager, Unified Communications Manager, 4.x through 8.x, ACD’s, Voice Recording, Audio Conferencing, Unified Communications UCCE, IPIVR, CVP applications and SIP. Interface with development; design and maintain network infrastructure, WAN infrastructure LAN (core L2/L3 devices), wireless networks and cabling systems.
• Develop detailed design for International Cisco UC, UCCE and CUBE deployment in the following areas: voice (inbound toll services, carrier routing, VoIP, agent desktop integration, IVR and Queuing, applications integration (call recording, workforce management, CTI integration). Cisco ICM, UCCE/IPCC, CVP, IPIVR/UCCX/CRS, CTIOS, CAD, and develop and system level configuration and troubleshooting, including Microsoft Windows Server, Active Directory and SQL Server installation and upgrading.
• ICM Development. Designed new ICM scripting logic to create a hierarchy with Inbound, Logic and Queuing scripts and variable based modular routing. Utilized extensive custom functions and formula enhancements to streamline script logic/flow and provide a consistent look/feel across all scripts. Updated Call Types and other reporting related nodes and worked with business units to validate and troubleshoot reporting issues. Recreated variable structure that was passed back/forth between ICM and CVP to include RCK/RCD, ANI/DNIS and all other pertinent call data that was retrieved via ICM DB Lookup and CVP JNDI or Webservices into ECC and PVs.
• ICM Upgrades. Upgraded legacy ICM 6.x environment to new 7.5 and 8.x environments with a parallel build and conversation via EDMT. Updated all CAD and CTI desktops to new version and conducted UAT to validate full functionality.
• CVP Development. Implemented Menu, Get Digits, Play data and Get Speech Microapps for simple call flow requirements. Gathered detailed IVR tree structure and call flows in Visio and obtained BU approval prior to scripting. Created various CVP studio applications utilizing Database, Menu, Form, Audio, Webservice, Subdialog Return, Say It Smart, Decision, App Modifier and other canned elements. Utilized Action Elements to implement custom Java classes for functions that couldn’t be accomplished via canned elements. Created completely variable driven dynamic call flows that performed JNDI and Webservice based Database Lookups and passed back all pertinent CTI and call data.
• Standardized core architecture logging using Java and Apache Log4j.
• Developed web-based reporting front-end using BEA WebLogic, Java, JavaScript, Apache Struts, and Java Server Pages against an Oracle database.

Network Engineer (Consultant)

Confidential, Minneapolis, MN

Responsibilities:

• Responsibilities included implementation, maintenance, troubleshooting, and management of all Customer Services call routing projects.
• Performed extensive ICM scripting with Admin and Routing scripts based on unique call flow requirements.
• Created CVP Studio applications utilizing JNDI and Webservices to pull Database records and provide dynamic call data to callers.
• Lead the ICM support team by guiding my peers to the proper troubleshooting paths and acted as the final level of support before involving the vendors.
• Communicated with various telecom vendors, service partners, and outsource providers for support of our call center infrastructure.
• Design and implement Call Center applications using Cisco suite of Unified Contact Center (UCC / IPCC); CISCO UICM/UCCE Scripting, CISCO Translation Routing, CTI/CTIOS, Admin Workstation, Web View, Session Border Controller (Cisco CUBE), and Cisco Unity
• Created custom reporting based on ICM that allowed the business to see the impact of the pilot.
• Worked with the desktop support and various vendors to deliver a CRM solution and a custom screen pop application for call center agents.
• Responsible for Cisco Call Manager, Cisco UCCX Developer, Unity, CME, H323, MGCP, SIP, QOS, ICM, IPCC Enterprise & Express, ISN, TDM PBX/ACDs, Design, deploy, configure, support, trouble shoot, debug and administer the following multi service voice products, CUCM Express, IP-PBX, Cisco Unity Express, Unified voice, VOIP, ISDN, T1/T3, FXS/FXO, interfaces, T1 CAS, H.323, MGCP, SIP, RTP, SRTP, QOS on Cisco routers, and QOS on voice traffic.
• Develop network detailed designs in the following areas: Voice (IPT, VOIP, voicemail, mobility), Messaging (SMS, MMS, WAP), Data (LAN, WLAN, VPN, and WAN).
• Responsible for designing and implementing voice/data, wireless/mobile systems nationally and globally. Intranet solutions for campus and MAN/WANs, Cisco Voice over IP (VoIP), Voice over Frame Relay (VoFR), Cisco ICM Enterprise Edition, Cisco IP Contact Center (IPCC), Cisco Emergency Responder (CER), Conference Connection, Personal Assistant and Web Infrastructure build and deployment, CTI integration, implementation, configuration, and Enterprise System Management and Security (ESM) platforms/applications.
• Integrate Cisco IP Telephony applications into Enterprise VoIP infrastructure. Cisco Unity in configurations supporting Voice Messaging, Unified Messaging with Notes/Exchange, or Integrated Messaging with IMAP
• Designed, developed, implemented, and maintained workshop scheduling intranet web sites using BEA WebLogic, JSP, JSTL, CSS, SQL Server, Java, Crystal Reports, and Apache Log4j.
• Initiated and directed transition to structured Model-View-Controller idiom.
• Mentored consultants and client staff.
• Customized and configured Call Manager voice applications such as Extension Mobility, IPMA, and Attendant Console for users and customer’s individual needs.
• Migrated from CallManager 4.x to 7.x with a parallel build
• Installed and configured all ICM components such as Routers, Loggers, PGs, HDS, AW, Webview, MRPG, Dialer and CTIOS
• Designed and implemented various ICM to SQL integrations, created SQL stored procedures, DTS Jobs
• Implemented ICM Dialer in preview mode as a proof of concept
• Redesigned the ICM / CVP scripting standards so that call types were properly set and other scripting variables were consistent across all scripts for simplified reporting
• Created an internal best practices scripting guide for all engineers as a so that all scripts would be more consistent
• Performed CM cluster rebalancing and performed bulk imports. Also performed ICM bulk imports.
• Performed extensive call flow documentation for various business groups
• Configured all aspects of CallManager 7.x including Media Resources and SRST
• Implemented SIP trunks to provider via CUBE

Contact Center Engineer (Consultant)

Confidential, Minneapolis, MN

Responsibilities:

• Responsible for Data Center infrastructure projects managing 8 individuals in the development and execution of architecting and implementing enterprise class data and voice networks to support the Cisco Unified Communications, Cisco Unity, CME, and Unity Connection product suites.
• Cisco Unified ICM Enterprise Cisco UCC Enterprise, Cisco UCC Express Cisco Unity / Call Manager / IPT, and Cisco CTI development, ICM/IPCC scripting, Cisco IPIVR, Cisco Call Manger, Cisco CVP, Control and SIP, survivability through Cisco Call scripting, Cisco Unified Contact Center Enterprise (UCCE), Cisco UCCX, Cisco CUCM, and FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols.
• Lab build and test of standalone and ICM controlled CVP instances including: Unified CVP Server, CVP VoiceXML Server, Unified CVP VoiceXML Studio, Unified CVP Reporting Server, and Unified CVP Operations Console Server.
• Design, implement, administration of Cisco IPCC Enterprise systems including: ICM, HDS, CTI-OS, and AW services. Extensive design, development, testing and monitoring of customized Enterprise IPCC configurations and ICM Call Routing scripts.
• Design, implementation, scripting, management, and troubleshooting of Cisco Unified Communications Systems, including CallManager/Unified Communications Manager, Unity, IPCC Express/Enterprise, ICM and CVP.
• Redesigned the ICM / CVP scripting standards so that call types were properly set and other scripting variables were consistent across all scripts
• Created an internal best practices scripting guide for all engineers as a so that all scripts would be more consistent
• Performed extensive CVP Microapp based scripting and also CVP Studio / Audium scripting
• Implemented all aspects of IPCC / UCCE components such as ICM, CVP, and IPIVR
• Diagramed call flows and performed extensive ICM / CVP scripting.
• Involved in projects beginning to end, including customer surveys, requirements analysis, design, deployment, test and client
• Evaluated customer needs to analyze and test urgency of customer’s problems, and finally came up with solutions best meeting the customer’s “real” needs.
• Installed, configured, tested, and implemented of Cisco Call Manager and other IPT infrastructure.
• Created Dial Plan, configured Call Routing, Voice Trunks, Voice Gateway and QoS Policies.

Network Engineer Consultant

Confidential, Chicago, IL

Responsibilities:

• Designed new routing scripts, administered existing scripts, and maintained all aspects of ICM and ACD routing.
• Maintained SQL tables and databases.
• Added indexes and tables, and imported custom data.
• Provided database schema support for Cradle to Grave project by outlining table and column link strategies to write queries.
• Created and scheduled daily export of historical data for third party vendor to contact callers for surveys. Administered time of day scripts for call center operations and holidays.
• Created and administered custom variables to enhance historical reporting capabilities.
• Administered connectivity and communications between ICM and Avaya PBX, Avaya MAPD and Avaya CMS.
• Maintained connectivity between ICM CTI OS and Witness Workforce management tool, Envision quality assurance platform and Visual Basic application providing Screen Pop and Data Pop.
• Responsible for Cisco Call Manager, Cisco UCCX Developer, Unity, CME, H323, MGCP, SIP, QOS, ICM, IPCC Enterprise & Express, ISN, TDM PBX/ACDs, Design, deploy, configure, support, troubleshoot, debug and administer the following multi service voice products, CUCM Express, IP-PBX, Cisco Unity Express, Unified voice, VOIP, ISDN, T1/T3, FXS/FXO, interfaces, T1 CAS, H.323, MGCP, SIP, RTP, SRTP, QOS on Cisco routers, and QOS on voice traffic.
• Develop network detailed designs in the following areas: Voice (IPT, VOIP, voicemail, mobility), Messaging (SMS, MMS, WAP), Data (LAN, WLAN, VPN, and WAN).
• Cisco device programming and troubleshooting including Routers CatOS and IOS Switches, ASA, ACE, CSS, VPN, and wireless.
• Responsible for designing and implementing voice/data, wireless/mobile systems nationally and globally. Intranet solutions for campus and MAN/WANs, Cisco Voice over IP (VoIP), Voice over Frame Relay (VoFR), Cisco ICM Enterprise Edition, Cisco IP Contact Center (IPCC), Cisco Emergency Responder (CER), Conference Connection, Personal Assistant and Web Infrastructure build and deployment, CTI integration, implementation, configuration, and Enterprise System Management and Security (ESM) platforms/applications.
• Integrate Cisco IP Telephony applications into Enterprise VoIP infrastructure. Cisco Unity in configurations supporting Voice Messaging, Unified Messaging with Notes/Exchange, or Integrated Messaging with IMAP.