TECHNICAL SKILLS:

Confidential s: Cisco Unified Contact Center Enterprise 9.x, 8.x Install, Configuration, Scripting, Support Cisco Unified Customer Voice Portal 9.x, 8.x Install, Configuration, Scripting, Support. Cisco Unified Contact Center Express IP IVR 9.x, 8.x Install, Configuration, Support. Cisco Unified Contact Center Express 9.x, 8.x Install, Configuration, Support Cisco Unified Communications Manager 9.x, 8.x Installation, Configuration, Support Cisco Unified Communications Manager 9.x, 8.x Custom AXL Web Application Development Cisco Voice Gateway SIP, MGCP, H.323, SCCP Configuration, Installation, Support Cisco Unity Connection 9.x, 8.x Install, Configuration, Support Cisco Unified Presence 7.x Install, Configuration, Support

Programming & Web Development: PHP, Java, HTML5, CSS, JQuery, VXML, Linux Shell Develop Custom Administration PHP Web Applications for CUCM Develop Custom Administration PHP Web Applications for UCCE

Databases: Install, Design Databases for Custom Cisco Web Applications using SQL Server (2005, 2008) Install, Design Databases for Custom Cisco Web Applications using MySQL Server (5)

VMware: Install VMware vSphere ESXi (4, 5) for Cisco Appliances and Servers Install VMware vCenter (4, 5) for Cisco Appliances and Servers

Operating Systems: Linux Server (Red Hat, Ubuntu, Cent OS) Install, Configuration, Support for Email, Web, DNS, DHCP, LDAP Services on Web Applications for Cisco Unified Communications Manager Windows Server (2003, 2008) Installation for Cisco Servers and Custom Web Applications

PROFESSIONAL EXPERIENCE:

Confidential - Southern Pines, NC

Senior Cisco UCCE Solutions Engineer

Responsibilities:

• Administered Moves Adds Changes To Cisco UCCE Agents, Dialed Numbers and Skill Groups
• Administered Moves Adds Changes To Cisco Call Manager Phones, and Features
• Administered Moves Adds Changes To Cisco Unity Voice mail Subscribers
• Administered Moves Adds Changes To Cisco CAD and CTIOS Desktop Agents
• Analyzed and Gathered Business Requirements For Custom Reporting
• Analyzed and Gathered Business Requirements For High Volume Inbound Call Routing
• Assisted Staff in Resolving issues with Cisco Voice Gateway Call Routing
• Designed Developed and Tested New UCCE\ICM Scripts and Call Flows
• Designed Developed and Tested New CVP Studio IVR Menu Scripts and Call Flows
• Designed Developed and Tested UCCE\ICM Outbound Dialer Campaigns
• Designed Developed and Tested UCCE\ICM Custom Reports using SQL Programming
• Implemented UCCE\ICM SQL Database Backups
• Implemented and Configured UCCE Features
• Implemented and Configured Unified Communications Manager Features
• Mentored Staff on UCCE\ICM and CVP Scripting
• Mentored Staff on Configuration of Various Features in CUCM
• Resolved Issues with UCCE\ICM\CVP Call Routing and Scripting using Dumplog Tool

Confidential - Baltimore, MD

Senior Contact Center Enterprise Consultant

Responsibilities:

• Administered Moves Adds Changes To Cisco UCCE Agents, Dialed Numbers and Skill Groups
• Administered Moves Adds Changes To Cisco Call Manager Phones, and Features
• Administered Moves Adds Changes To Cisco Unity Connection Voice mail Subscribers
• Analyzed and Gathered Business Requirements For Migrating Scripts from UCCX to UCCE
• Analyzed and Gathered Business Requirements For Custom Reporting
• Assisted Staff in Resolving Issues with UCCE\ICM Call Routing and Scripting
• Assisted Staff in Resolving issues with Unified Communications Manager Features and Call Routing
• Assisted Staff in Resolving issues with Cisco Voice Gateway MGCP and SIP Protocol Features
• Assisted Staff in Resolving issues with Cisco Unity Connection
• Designed Developed and Tested New UCCE\ICM Scripts and Call Flows
• Designed Developed and Tested New CVP Studio IVR Menu Scripts and Call Flows
• Designed and Documented UCCE Redundancy Strategies
• Developed UCCE\ICM Call Flow Documents in Microsoft Visio
• Implemented updates to Existing UCCE\ICM and CVP Studio Scripts
• Implemented and Configured UCCE Features
• Implemented and Configured Unified Communications Manager Telephony Features
• Mentored Staff on UCCE\ICM and CVP Scripting
• Mentored Staff on Configuration of Cisco IOS SRST Feature Set
• Mentored Staff on Configuration of Cisco SIP Trunking in CUCM
• Mentored Staff on Configuration of Various Calling Features in CUCM
• Mentored Staff on Configuration to Fix Call Routing Issues in CUCM
• Mentored Staff on Integration of 3rd Party Web Applications For Dial Plan Management
• Mentored Staff on Configuration of MGCP Protocol on Cisco IOS Gateway
• Mentored Staff on Configuration of SIP Trunk Integration Between Avaya and CUCM
• Resolved Issues with UCCE\ICM Call Routing and Scripting using Dumplog Tool
• Resolved Issues with Unity Connection Message Routing using Port Status Monitor Tool

Confidential - New York, NY

Cisco IP Telephony Engineer, Cisco Contact Center Engineer

Responsibilities:

• Administered Moves Adds Changes To Cisco UCCE Agents, Dialed Numbers and Skill Groups
• Administered Moves Adds Changes To Cisco Call Manager Phones, Features, and Dial Plan
• Administered Moves Adds Changes To Cisco IPIVR Scripts and Audio Prompts
• Administered Moves Adds Changes To Cisco Unity Voice mail Subscribers
• Analyzed and Gathered Business Requirements For New Business Initiatives
• Analyzed and Gathered Business Requirements For Custom Reporting
• Analyzed and Gathered Business Requirements For Call Center Expansion
• Analyzed and Gathered Business Requirements For Outbound Dialer Campaigns
• Deployed and Installed UCCE\ICM and CUCM LAB Systems
• Deployed and Installed ISDN PRI Circuits on Cisco IOS Gateways for MGCP Controll via CUCM
• Deployed and Centralized a Multi Site Unity Messaging System installation
• Designed Developed and Tested New UCCE\ICM Scripts and Call Flows
• Designed Developed and Tested New IP IIVR Menu Scripts and Call Flows
• Designed Developed and Tested UCCE\ICM Outbound Dialer Campaigns
• Designed Developed and Tested UCCE\ICM Custom Reports using SQL Programming
• Designed and Documented UCCE Redundancy Strategies
• Design and Developed Translation Routing to UCCE For Geographic Failover Routing via Carriers
• Developed Custom Internal Database To Track Trouble Tickets For UCCE\ICM and IP Telephony
• Developed Web Applications for Cisco Unified Communications Manager Meet Me Conferencing
• Developed Web Applications for Cisco Unified Communications Manager Dial Plan Management
• Developed Linux Shell Applications to Monitor LAN\WAN Failures Reported by CUCM
• Developed Voice Network and Virtualization Documentation in Microsoft Visio
• Implemented updates to Existing UCCE\ICM and IP IVR Scripts
• Implemented and Configured UCCE Features
• Implemented and Configured Unified Communications Manager Telephony Features
• Implemented Cisco Call Manager Features to Support Microsoft Exchange Unified Messaging
• Managed Technology Refresh System Upgrade Project
• Managed Relations and Assisted Cisco Partners with Issue Resolution and TAC Cases
• Managed Relations and Assisted Siebel CRM Team with Issue Resolution with UCCE\CTI
• Managed Relations and Assisted Call Recording Team with Issue Resolution with UCCE\CTI
• Resolved Issues with UCCE\ICM Call Routing and Scripting using Dumplog Tool
• Resolved Issues with UCCE\IIP IVR Call Routing and Scripting using IP IVR Log file Analysis
• Resolved Issues with Cisco IOS Gateway Call Routing To UCCE\ICM
• Trained Staff on Cisco IP Telephony Administration Using Prepared Power Point Presentations
• Trained Staff on Cisco UCCE\ICM\IVR Administration Using Prepared Power Point Presentations
• Trained Staff on Cisco UCCE\ICM\IVR Scripting Using Prepared Power Point Presentations

Confidential - New York, NY

Cisco Voice Network Engineer

Responsibilities:

• Administered Moves Adds changes To Cisco Call Manager Phones, and Features
• Administered Moves Adds Changes To Cisco Unity Voice mail Subscribers