SUMMARY:

• IT professional with long career managing IT, telecoms and operations within private and international organizations. Extensive background in implementing, troubleshooting and maintaining network infrastructure, server installation, systems migration and upgrade, customer service support, corporate application support, managing telecoms, IP voice telephony and video infrastructure (over 17 years work experience).
• Designing, deploying and troubleshooting enterprise voice infrastructure (Multi - cluster Cisco Unified Communications Manager, Cisco UCS, VMware, EMC)
• Installing, configuring and supporting CUCM (6.x - 9.x), CUC, CUPS, UCCX, CME, CUE, Jabber, Cisco SME
• Installing, configuring and supporting Tandberg, Polycom Video-conferencing and Cisco Telepresence (Cisco VCS, TMS, Cisco Jabber, Cisco Webex, Cisco Telepresence video endpoint, MCU, Tandberg, Polycom)
• Perform PBX to VOIP migration (Tie-line, ISDN, FXS, FXO, SPA)
• Configure inter-company SIP Trunking (Implementing redundancy and high availability)
• Configuring Cisco devices (switches, routers, ASA firewall, access point, bridge)
• Supporting, troubleshooting and monitoring LAN/WAN connection (VSAT, ADSL, fiber optic, VPN), using SNMP based tools (Solarwinds, ScienceLogic).
• Server OS installation and upgrade (Windows all versions, Hyper-V virtualisation, limited exp. in Unix/Linux)
• Supporting enterprise messaging (Lotus ccMail, Notes, Domino, Microsoft Exchange)
• Supporting database server (Sybase ASA, MS SQL Server), ERP ( Confidential specific software, SAP business and security)

PROFESSIONAL EXPERIENCE:

Cisco voice network engineer

Confidential, New York

Responsibilities:

• Work as Level-3 voice engineer for Disney/ABC multi-cluster voice networks
• Install, maintain, upgrade, troubleshoot CUCM 8.6/9.1 on UCS Blades or MCS servers, using EMC and VMware ESXi, at various locations. Implement redundancy for business continuity plan.
• Configure voice gateway (Cisco 3845/3945, T1, FXS/FXO, VG224, Linksys SPA2102), inter-cluster trunks and SIP trunks to ITSP, SRST/MGCP fallback for remote locations
• Configure CUCM call routing: DN, intercom, hunt-group, voicemail profile, mobility, CTI RP, roll-over, ringdown, callerID transformation mask, route list/route group, route pattern/translation pattern, Location/Device Pool.
• Configure other CUCM server components: Cisco Unity, Cisco Unity connection, CUPS, UCCX, CIPC, Jabber.
• Configure redundant inter-cluster route patterns and trunks, using Cisco SME
• Configure phone template, phone button template, softkey template, MOH, CDC for deployment/migration.
• Perform migration from old PABX to Cisco CUCM, upgrade CUCM from lower version (7.x) to 8.6.2 or 9.1
• Support customer working remote (home/vpn, other location)
• Configure voice VLAN on Cisco switches (core, distribution, access layer).
• Configure QoS on switches interfaces. Upgrade IOS.
• Handle add/move/change for any tasks Confidential L1 and L2 network/voice technicians. Assist in troubleshooting complex issues.
• Perform change in the infrastructure as per customer requirement, using HP service manager
• Maintain existing documentation and network diagrams. Improve knowledge management database.
• Assess new and emerging voice/network technology, lab solution and propose it to customer/supervisor.

Cisco Field engineer

Confidential, New York

Responsibilities:

• Support corporate network (LAN/WAN, central office and remote branch), update configuration on network devices: switch(Cisco, Dell), router/wap(cisco), firewall(pix, ASA). Configure site to site and remote access VPN (Anyconnect). Monitor availability and performance using SNMP based tools (Solarwinds Orion, ScienceLogic, cloud-based tools).
• Act as tier-2 escalation for NOC and Helpdesk sections on networking, video endpoints and other video infrastructure
• Process move and change in IP voice and video systems (cisco call manager 8.x, cisco unity, cisco contact center express, cisco unified presence, cisco VCS, cisco Jabber). Configure voice gateway (MGCP, H323, T1).
• Manage video infrastructure and systems: configure workstations and telephony/video endpoints (local and remote users/customers): Cisco TMS, Cisco MCU, Tandberg, Polycom, Cisco CTS/TX endpoints, configure VCS-C/VCS-E, CUCM (video) inter-operability.
• Monitor managed customers’ network. Troubleshoot connection failure and liaise with isp/vendor for resolution.
• Participate in internal project and customer’s project in collaboration with sales engineers and project managers
• Maintain and improve existing operation workflow, knowledge database and documentation.

Helpdesk Assistant/SAP Roles Analyst

Confidential, New York

Responsibilities:

• Process SAP user account creation, deprovisioning, re-provisioning using Approva GRC
• Process SAP roles assignment to user or position, using Approva
• Troubleshoot authorization access using SAP security admin t-codes, LDAP to VISION synchronization reports, Approva reports.
• Analyze effective roles (relation between single role and functional role) using customized t-codes zrole and zvisa, and excel lookup spreadsheet.
• Participate in the SoD (segregation of duty) clean-up process for HQ, Regional and Field Offices worldwide
• Detect flaws in the current business roles, the GRC software/tools and suggest fixes or improvement (false SoD alert, issue with composite roles, etc)
• Act as second-line helpdesk for SAP security or roles mapping, using HP Service Manager and MS Outlook email.
• Analyze SoD mitigation, broken roles, software flaws using Approva audit reports, SAP reports, custom MS Access database queries, and suggest corrections and fixes
• Suggest correction or improvement to existing documentation and procedure

ICT Specialist

Confidential, New York

Responsibilities:

• Lead and manage the IT section, supervise two junior IT staffs and a couple of interns
• Perform managerial tasks for the section: draft workplan, supply plan and budget, participate in meetings, conduct inventory, assessment and audit, write annual report, organize tasks, coach IT colleagues, review and analyze existing systems and suggest upgrade or replacement, draft policies for the section based on organizational global guidelines and standards, liaise with vendors for external services. Visit field offices.
• Monitor, upgrade and configure network devices: Cisco catalyst switches (1950, 2950, 3560, 3750), Cisco routers (2611, 1841, 1760, 2851), Cisco access points (aironet 1232 and 1252), Cisco firewall PIX 515
• Monitor, troubleshoot device and cabling, and liaise with service provider for telephony and internet access (ADSL, E1 line, wimax, VSAT, fiber optic, analog telephone lines)
• Deploy, configure and troubleshoot computer equipments: HP desktops, laptops, laser printers, digital senders, HP proliant servers
• Manage single domain/multi-site active directory (windows 2003, windows 2008), file server, data backup, centralized anti-virus (Symantec EP), patch distribution server
• Administer database server: Sybase Adaptive SQL (monitoring access, backup, replication, simulation)
• Administer messaging server (Lotus Domino/Notes 8.5): create mailfile, configure client, manage mailing lists and access control, perform backup and upgrades, monitor performance
• Implement Blackberry Enterprise Server for Lotus Domino (ver 5) and configure smartphones
• Provide management oversight of helpdesk support, organize and dispatch tasks to colleagues, troubleshoot and identify root-cause of problems, build/update a knowledge base database for known and frequent issues. Prepare and conduct user (windows XP/7, MS Office 2007/2010, other corporate applications)
• Implement Cisco IP Telephony system (CUCM 7), configure publisher, voice gateway (cisco 2851) with Ethernet, FXS, FXO and E1 interfaces. Configure IP phones (Cisco). Generate monthly telephone billing.
• Conduct IT projects as per global rollouts (OS migration from Win XP to Win 7, from Win 2003 to Win 2008 R2, MS Office suite from earlier versions to 2010, upgrade Lotus Domino to version 8.5.2, apply security patches to workstations and servers, prepare and complete migration of database applications to SAP)
• Configure other telecoms devices: portable and mobile HF/VHF radios - Motorola/Codan), mobile internet usb key, satellite phones and satellite modems (Thuraya, BGAN)
• Configure remote access to corporate network and applications using SSL/VPN, Citrix Presentation Server 4, Citrix XenApp and Citrix web plugins, Lotus Notes mobile replications
• Virtualize 10 servers into Hyper-V hosts (Windows 2008 R2)

Helpdesk Analyst

Confidential, New York

Responsibilities:

• Attend helpdesk calls or requests by email from local or remote offices and register ticket in HP OVO Service Desk.
• Provide solution to request over the phone or dispatch the ticket to SME or second-line group. Inform solution to end-user. Prepare daily and weekly reports.
• Participate in project rollout phase (lab, data center, documentation preparation)
• Analyse recurrent problems and build a knowlegde database
• Database programming (MS SQL server, myqsl, MS access, visual basic, delphi)
• Web programming (javascript, php, java, c#, vb, wordpress, lotus domino)
• SAP security (Basics)
• Provide administrative and operational support (design workplan, supply plan, assign tasks, coach supervisees, perform equipment inventory, procurement, perform analysis and evaluations, write annual reports, etc)