SUMMARY:

Solutions-driven IT leader with 14+ years of experience in supporting technically sophisticated systems in a range of industries to include Broadcast television, U.S. military operations, K-12 education, Insurance, and Automotive manufacturing. Demonstrated success in spearheading initiatives to maintain and upgrade critical network components, with particular expertise in VoIP systems, LAN/WAN, and Cisco Unified Communications Manager technology.

TECHNICAL SKILLS:

• SIP
• SCCP
• H323 MGCP
• TCP/IP UDP XMPP BGP OSPF
• DNS
• DHCP

PROFESSIONAL EXPERIENCE:

Confidential, Scottsdale, AZ

UCCE Telecommunications Advisor

Responsibilities:

• Troubleshoots Call Setup, One-way audio, and audio quality issues.
• Supports UCCE Infrastructure components (Router, Logger, Peripheral Gateway, AW) .
• Executes move, add, change, delete work in CUCM, CUC, and UCCE applications.
• Troubleshoots agent login, ACD script, and call routing issues.
• Investigates call flow issues that originate at SIP carrier, SBC, CUSP, or CVP
• Implements change control during Cisco Unified Contact Center Enterprise maintenance.
• Directs and develops Unified Communications Infrastructure Disaster Recovery Plan
• Provides technical guidance and mentorship to Jr. Engineers.

Confidential, Phoenix, AZ

2 nd Level Network Engineer

Responsibilities:

• Supported, integrated, monitored, and controlled interdependencies among components that directly affected the Network and Unified Communication infrastructure for 285,000+ devices in 17,000+ locations over 41 Unified Communication clusters for 100, 000+ users.
• Implemented network changes during test and production change windows under the recommendations of Tier 4 Network and Voice groups and provided feedback during checkout procedures.
• Interfaced with various server, change management, and outage management groups to help facilitate the speedy recovery of network and voice related outages.
• Worked with vendors and nationwide carriers such as Telesys, Verizon, Level 3, ATT, Sprint, Century Link, F5, Oracle, and Cisco TAC to resolve customer affecting circuit, hardware, and software issues.
• Worked on various voice and data infrastructure projects including but not limited to Cisco Unified Contact Center Enterprise Maintenance Release and Engineering Special patching, Cisco Unity Connection, and Cisco Unified Communication Manager upgrades, Cisco chassis upgrades, F5 Big IP LoadBalancer upgrades, and provided support for other business area projects.

Lead 1 st Level Network Engineer

Confidential

Responsibilities:

• Assisted in directing a team of 60 Network Engineers across 4 time zones within voice, data, and contact center support operations.
• Performed Converged Network Engineer duties and served as a subject matter resource for team members.
• Handled business partner and vendor escalations.
• Assisted in deciding strategic approaches for customer and business partner trouble resolution.
• Determined methods and procedures to be implemented and used new technologies with the assistance from other Lead Engineers.

1 st level Network engineer

Confidential

Responsibilities:

• Educated users and customers on functionality of Unified Communication system
• Handled customer requests for IP telephony support including moves, add, changes, and inquiries
• Provided support for Cisco Unified Communication Manager, UCCE, Unity Connection, Cisco Unified Communications Manager Express, SDWAN, Cisco routers, switches, and conferencing solutions
• Managed vendor activities regarding support for PRI, T1, T3 and MPLS circuit issues

Confidential

VoIP engineer

Responsibilities:

• Directed operations and maintenance of Cisco Call Managers, including Tier 2 Cisco Call Managers, Gatekeepers and Gateway equipment on SIPR, NIPR and CX-I networks from assigned sites in Afghanistan for U.S. Department of Defense.
• Analyzed and reported outages and corrective actions to Theater Network Operations Center.
• Performed day-to-day administration, maintenance and troubleshooting of Cisco switches and Unified Communications Manager.
• Managed Local Area Network and VoIP services. Performed Tier 3 technical support and surveillance for customers, including troubleshooting/resolution of VoIP phone registration issues, call routing/quality, reporting of circuit problems.
• Established Work Operating Procedures for Cisco Unified Communication Manager maintenance, creating standard for all work processes related to Cisco Unified Communication Manager operations.
• Facilitated recertification of all VoIP-related systems in Local Area Network with updated VoIP Department of Defense Information Assurance Certification and Accreditation Process documents.

Confidential, Tuscaloosa, AL

Business Analyst

Responsibilities:

• Managed local IT infrastructure for plant manufacturing car tires - servers, backup systems, UPS systems, cabling and other network components.
• Collaborated with Industrial Engineers, Electrical Engineers, Safety Coordinator and Business Unit Leaders to plan/deploy new IT solutions and projects.
• Evaluated current operations and funding structures, contributed to budget planning for new system implementations.
• Assisted IBM and performed project planning, analysis, and management for VoIP migration.
• Increased quality assurance scan rate to 95 percent from 45 percent in semi-finished material department by reconfiguring and reallocating wireless access points resulting in cost savings for multiple business units.
• Arranged flexible payment terms and delivery times by developing strong relationships with multiple vendors.

Confidential, Fort Drum, NY

Lead Network engineer

Responsibilities:

• Directed team of 5 IT warfighters(3 Network Node Technicians, 2 Ku Band Satellite Operators, and 1 Cable Technician), monitoring data, voice and satellite communications in forward deployed locations throughout Middle East during Operation Enduring Freedom.
• Led operations of SIPR/NIPR Cisco Call Managers, PBX Redcom for analog telephony system, Cisco switches/routers for data support, KIV-7, KIV-19 and TACLANES for encryption services, and Ka Band satellite system for uplink services, representing $4M+ in equipment.
• Implemented network operations center-generated changes to support operational requirements, provided on-call support to primary/secondary nodal systems. Installed, monitored and troubleshot network connectivity between 10+ Cisco Call Manager trunks, route groups, route lists and route patterns.
• Compiled monthly performance reviews and conducted individualized career progression sessions with team members.
• Facilitated maximum network availability during Operation Enduring Freedom by sustaining full mission capable status of Joint Network Node System resulting in 99.7 percent reliability of network communications during Operation Enduring Freedom.
• Entrusted with role as unit’s communication security custodian for secure telephone, radio and data terminal management, resulting in 0 security incident and maintained 100 percent accountability of $1.3M in military equipment.

Confidential, Wetumpka, AL

Network engineer

Responsibilities:

• Directed operations of Symantec Center Console, Light Speed Systems Content Filtering Server, Video Insight Security Management Server, Windows Update Server, Windows 2000/2003 Servers, and DHCP/DNS services.
• Managed Cisco Call Manager and Cisco Unity Voice Mail Servers, provided support for LAN/WAN connectivity.
• Maintained network user accounts in Active Directory. Created, maintained and deployed desktop images locally and over LAN. Provided telephone, on site and remote support for users.
• Performed troubleshooting of network performance issues and assisted in development of policies and procedures regarding usage.

Confidential, Birmingham, AL

PC/Network Technician

Responsibilities:

• Provided telephone and on-site support for 350+ users of desktop applications in Windows 2000 and XP Professional environments.
• Resolved issues related to usability and application customization, network access and printer and scanner issues.