Cisco Voice/UCCE Lead Resume

TECHNICAL SKILLS

Move, add, change, delete of UCCE Agents, ICM Scripts, Precision Queues, Call Types, and Dialed Numbers.
Network VRU Scripts, Network VRUs, ICM Dialed Number Plan, ICM Admin Scripts.
Move, add, change, delete of Cisco Call Manager Components, Phones, Users, CTI Routes, Route Patterns, and Users.
Move, add, change, delete of Cisco CVP Components, Applications, Users, Devices, and SIP Configuration.
Move, add, change, delete of Cisco Finesse Components, Reason Codes, Work flows, Phone books.
ICM Scripting and Application Development using ICM Scripting Editor.
Deploy, Build, Install Cisco Intelligent Contact Manager (ICM) 11.0 - 11.6.
Deploy\Upgrade ICM\CVP 11.0 to 11.6.
Deploy, Build, Install Cisco Customer Voice Portal (CVP) 11.0 - 11.6.
Deploy, Build, Install Cisco Finesse 11.0 - 11.6.
Deploy, Build, Install Cisco Unified Communications Manager Enterprise (Call Manager) 11.0 - 11.6
Break Fix Troubleshooting for UCCE\CVP\Finesse.
Root Cause analysis and Issue Resolution.
Perform Disaster Recovery Testing for UCCE, CVP, Finesse, CUCM, Cisco Unity.
SQL Queries against RCD and TCD For Troubleshooting Analysis.
Upgrade ICM\CVP 11.0 to 11.6.
Microsoft Windows 2012 and 2008 Server.

PROFESSIONAL EXPERIENCE

Confidential

Cisco Voice/UCCE Lead

Responsibilities:

Translate and Program Business Requirements of Contact Center into working Solutions using UCCE Scripting.
Determine Standard Operation Procedures, Business as Usual, Service Level Agreements.
Provide Technical Support For IP Telephony Solutions for Existing UCCE Expansion Projects.
Perform Disaster Recovery Testing for UCCE, CVP, Finesse, CUCM, and Cisco Unity.
Perform system wide data center Health Checks for UCCE, CVP, Finesse, CUCM, and Cisco Unity.
Prepared and performed failovers on UCCE solution for bi-weekly Windows Security Patching.
Perform Cisco Unified Contact Center Enterprise Scripting.
Supported Contact Center Applications include:

Confidential

Cisco UCCE/Voice Engineer

Responsibilities:

Served as Technical Contact between Customer and Cisco Partners\Resellers
Support Cisco Unified Contact Center Enterprise Infrastructure (Router, Logger, PG, AW-HDS).
Translate business requirements into ACD call flows (design ICM routing and Admin scripts).
Troubleshoot Finesse and CAD desktop issue (Team/WorkFlow/Reason Codes/Phone Books).
Analyze and resolve issues in ICM and CVP (collect PIM, CTIOS, OPC, PGAG trace/logs).
Co-ordinate with vendors, technical teams, and users for VoIP related issues.
Provide Technical Support For IP Telephony Solutions for Existing UCCE Expansion Projects.
Support, troubleshoot, and maintenance for Cisco Unified Communications Manager, Unity.
Provide Level 2\3 Troubleshooting, Support and Problem Resolution for Existing Staff.

Confidential

Cisco UCCE\Voice Engineer

Responsibilities:

Lead IPT\UCCE Engineer with Project Management Responsibilities for System upgrades.
Cisco Contact Center Enterprise 8.0 Design, Implementation, Administration and Scripting
Configure, troubleshooting, maintain and support for Cisco Unified Communications Manager, Unity.
Provide Level 2\3 Troubleshooting, Support and Problem Resolution for Existing Staff.
Developed System Documentation for Cisco IP Telephony and Cisco Contact Center.
Programmed ICM and IVR Scripting based on business requirements for a 24x7 Contact Center.

El Camino Community College

Desktop Engineer

Responsibilities:

Supervised 5 employees and scheduling for systems maintenance.
Set up desktop workstations throughout the college campus.
Installed, upgraded, supported, and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment.
Provided end-users with support in using new and existing technology.
Maintained and performed remedial repairs on desktops, laptops, and printers.
Resolved hardware and software issues and assisted with network troubleshooting.
Performed back-up and recovery responsibilities for Windows 2000 Servers.
Rapid turnaround of configured workstations with minimal advance notice.
Quickly diagnosed causes of systems failures and malfunctions to ensure highest operation efficiencies, reliability, and quality performance standards.