OBJECTIVE:

• A highly skilled hands - on IT specialist seeking a network professional position with a quality organization that can utilize my proven hands-on abilities in escalation support, installation, implementation, configuration, and troubleshooting various technologies in medium to large scale enterprise environments. I have worked within the
• Cisco Unified Communications landscape, data and monitoring environments, where I have supported converged voice/data networks in international enterprises. I am a skilled communicator with an outgoing personality and have extensive experience in customer support. I have experience producing internal technical and policy documentation for the purpose of reflecting best practices and industry standards. My interpersonal communication skills make me a valued asset when working with clients and team members and I received frequent praise from both.

TECHNICAL SKILLS:

Connectivity & Hardware: Cisco 3900, Cisco 2900 Cisco 1900, Cisco 800, Cisco Catalyst Series Switches, ASA 5500 Series Adaptive Security Appliance, Cisco ACS, FTP Server, Ethernet, Fast Ethernet, CUCME, Wireshark, ASA 5000 series WAN, LAN, TCP/IP, Subnets

Network Technologies: CDP, Frame-relay, PPP, Access Control List (ACL), Network Address Translation (NAT)Layer2/3 Protocols:RIP & RIPv2, OSPF, EIGRP, BGP, ARPSwitching Technologies:VLAN, VTP, Ether Channel, DHCP Client, DHCP Server

PROFESSIONAL EXPERIENCE:

Confidential, Plymouth, MN

Managed Solutions Support Engineer

Responsibilities:

• Customer support with responsibility for implementation, problem diagnosis, repair and maintenance of a full range of communication equipment encompassing analog and digital technologies within a multiple remote locations. Addressed client issues of availability of their voice and data systems. Provided support services for all unified communications, voice and LAN/WAN networks including wiring, connectors, CSD/DSUs, smart jacks, voicemail, modems, and other related IP and voice peripherals and instruments. Defined, isolated, and resolved issues with IP network group switches, routers and network response time. Administered and troubleshoot Cisco Unified Communication Manager, Cisco Unity, Cisco Unified Contact Center Express / Enterprise, Cisco Emergency Responder (CER) & E911, Voice Gateways, Routing and Switching, Calabrio, CUIC, ISI, Solar winds, Big brother, WebEx, Jabber and Vista Point, Peoplesoft, Nimsoft.
• Provided support for multiple clients ranging in size from 1 user at single site to over 500 at single site. Supported users across USA and Canada in over 300 sites, consistently exceeding management expectation at resolving tickets in timely manner. Configured and troubleshot, 2900, 2800, 3800 and 3900 series routers, 2900, 3600, series switches for Call manager, Unity, gateway, faxes, CUIC, Calabrio, ISI, Esker fax, voicemail, call routing, speed dial, Infoblox, DNS, DHCP, and LDAP.
• Became a subject matter expert on Call Manager, contact Center, Unity, Gateway, Infoblox, AD, DNS and DHCP and trained coworkers on configuring and troubleshooting IPT phone, voicemail, Esker faxes, faxes, Calabrio, call routing to cell phone, voicemail to email and speed dial.

Confidential, Bloomington, MN

Network Engineer

Responsibilities:

• Customer support with responsibility for implementation, problem diagnosis, repair and maintenance of a full range of communication equipment encompassing analog and digital technologies within a multiple remote locations. Addressed client issues of availability of their voice and data systems. Provided support services for all unified communications, voice and LAN/WAN networks including wiring, connectors, CSD/DSUs, smart jacks, voicemail, modems, and other related IP and voice peripherals and instruments. Defined, isolated, and resolved issues with IP network group switches, routers and network response time. Administered and troubleshoot Cisco Unified Communication Manager, Cisco Unity, Cisco Unified Contact Center Express / Enterprise, Cisco Emergency Responder (CER) & E911, Voice Gateways, Routing and Switching, Calabrio, CUIC, ISI, Solar winds, Big brother, WebEx, Jabber and Vista Point.
• Provided support for multiple clients ranging in size from 1 user at single site to over 500 at single site. Supported users across USA and Canada in over 300 sites, consistently exceeding management expectation at resolving tickets in timely manner. Configured and troubleshot, 2900, 2800, 3800 and 3900 series routers, 2900, 3600, series switches for Call manager, Unity, gateway, faxes, CUIC, Calabrio, ISI, Esker fax, voicemail, call routing, speed dial, Infoblox, DNS, DHCP, and LDAP.
• Became a subject matter expert on Call Manager, Unity, Gateway, Infoblox, AD, DNS and DHCP and trained coworkers on configuring and troubleshooting IPT phone, voicemail, Esker faxes, faxes, Calabrio, call routing to cell phone, voicemail to email and speed dial.

Don Harstad

Escalation Support

Responsibilities:

• Responsibilities included but were not limited to supporting over 5,000 computers and associated networks, working with a knowledge center to resolve networking issues, and interfacing with clients on continual basis to ensure problem resolution, responding to trouble tickets feeding coding errors, maintaining coder connectivity, installing and configuring coder and windows software, troubleshooting coder loopback errors, maintaining and editing custom report file documentation, installing, configuring, and troubleshooting multiple OS issues, and installing and configuring VNC and virus patches.

Confidential

Service Project worker

Responsibilities:

• Responsibilities included but were not limited to interfacing with clients to ensure that all equipment was serviced to excellent standards, troubleshooting & repairing all equipment associated with the contract, and testing equipment to ensure functionality, maintaining facility to corporate requirements to ensure safe work environment, and ensuring that equipment was maintained to exceptional standards by following every and all policies, procedures, and documentation practices.