PROFESSIONAL EXPERIENCE:

Senior Unified Communication Engineer

Confidential, New Carrollton, MD

Responsibilities:

• Deploy/ Install/ Troubleshoot Cisco Jabber and train end user how to manage and use software
• Maintain SIP Trunks in Session Management Cluster
• Upgrade CIMC firmware on UC Series Servers and upgrade VMware ESXI servers from 5.0 to 6.0
• Troubleshoot issues with Voice Gateways, VG204, and CUBE routers
• Upload latest firmware to TFTP servers and update firmware on 7941/7942/7961/7962 and 8800 series IP phones.
• Create CSF profile for Jabber users, update LDS and assigned directory numbers to ADHOC users.
• Assist end users and L3 technicians with tickets using KASAM ticketing system.

Senior Unified Communication Engineer

Confidential, Sterling VA

Responsibilities:

• Monitor Data and VoIP Network performance using Real Time Monitoring Tool for alerts, and network outages.
• Provide Excellent customer support to over 6,000 end users, including Senior Management, Executives and Executive Administration Assistants
• Prepared contingency plans identifying work arounds to prevent or minimize downtime during outages.
• Conduct thorough investigation to identify problems, to determine Root Cause Analysis, and prepare a clear, concise and detailed Lesson Learns and After Action Report
• . Prepared and Presented Oral presentations to Senior Management to provide technical information making a business case to replace Siemens PBX system with Cisco Unified Communication Solution.
• . Led sessions to demonstrate use of Cisco Softphone, Cisco Desk phones to end user.
• Create end user guides to instruct users how to effectively use VoIP Services and Equipment.
• . Configured Cisco 2900 and 3900 ISR Voice Gateways with T1 PRI s and VG204 with POTs lines
• Place orders for POTS/PRI T1, DS3 Circuits with Vendors such as AT&T, Windstream and L3.
• Analyzed and Redesigned CUCM Dial plan to optimize calling using standard local route group
• Perform standard Moves, Adds, and Changes. Create end users voicemail accounts in Cisco Unity.
• Developed Standard Operating procedures related to daily actions related to VoIP Services, such as Moves ADDs and Changes, Account deletions, equipment procurement.
• Prepared a template to outline standard IPT task related to New Office Stand Ups.

Senior Information Technology Specialist

Confidential, Richmond VA

Responsibilities:

• Conduct site surveys to provide “AS IS” documentation, and make recommendations base on Cisco Best Practice to improve VoIP environments.
• Manage Configure SIP Dial Peers on Cisco 2900 series CUBE Routers.
• Manage SIP Primary and Redundant Trunks with Teleco Provider.
• Manage, Request DID Ports, Configure Directory number ranges for each site.
• Deploy Cisco Jabber and train Technicians and end user how to manage and use software.
• Led sessions to instruct Helpdesk Technicians how to complete various functions in Call Manager.
• Collaborate with customer service engineers to determine cause of equipment malfunctions
• Create end user guides to instruct users how to effectively use VoIP Services and Equipment.
• Knowledge of Dell Power Edge Servers, Cisco C Series Servers and VMWARE ESXI Virtualization software.
• Configured Single Mailbox, Alternate Extensions and Voicemail to email in Unity Connections
• Maintain and Configure Cisco Session Manager Edition Cluster to control inbound and outbound calls to each site.
• Perform standard Moves, Adds, and Changes. Create end users voicemail accounts in Cisco Unity.
• Monitor Data and VoIP Network performance using Solar Winds, Appnetta and Real Time Monitoring Tool for alerts, and network outages.
• Provide Daily reports with details of Network performance, VoIP performance reported issues and solutions.
• Configure advance CUCM features such as Extension Mobility, 4 digit dialing, Single Number Reachability.
• Troubleshoot and resolve complex VoIP issues with third party vendors, and Teleco providers.
• Use RTMT tool and Debug commands to review traces to resolve outbound calling, one way audio, and call quality issues.

Unified Communication Engineer

Confidential, Alexandria, VA

Responsibilities:

• Served as Lead Engineer on SIP implementation project that involved designing, configuring Unified Communication Manager and Cisco 3945 (CUBE) IOS routers.
• Installed and upgraded network hardware equipment and IOS software fixes
• Managed a team of engineers and technicians assigned and verified completion of individual tasked
• Applied analytical skills and technical knowledge to solve network problems from moderate to high complexity and prepare Root Cause Analysis reports
• Prepared contingency plans identifying work arounds to prevent or minimize downtown during outages.
• Developed enhanced Dial plan to utilize local route groups to reduce total number of route patterns in CUCM 10.5.
• Prepared written proposals for change request to VoIP environment, and documented all procedures for implemented changes.
• Developed an implementation strategy for implementing Cisco WEBEX, Jabber and an enterprise wide Cisco IP Desk phone Refresh project.
• Configure and install Cisco UCS C240, C220 servers to migrate and upgrade UCM, CUC, IM&P, CER applications to version 10.5.
• Maintain VMware ESXI 5.5 servers that host Unified Communications Applications
• Configure UCM 10.5 to synchronize and authenticate users accounts with LDAP Servers
• Configure UCM to Globalize and Localize calls as required to enhance call routing
• Perform standard Moves, Adds, and Changes. Create end users voicemail accounts in Cisco Unity.
• Knowledge of OSI Model/TCIP,IPV6,IPV4, MPLS,BGP,STP and 802.1q protocol
• Knowledge of H.323.,H.248,SIP,MGCP,SCCP,RTP/RTCP/ UDP Protocols
• Performed after hours scheduled maintenance, to upgrade Cisco 2900 series Catalyst Switches and Cisco 3900 series ISR routers IOS and configurations to resolve identified bug issues and improve network performance
• Monitored Data and VoIP Network performance using Solar Winds and Real Time Monitoring Tool for alerts, and network outages
• Used various tools including Net Scout, Wireshark sniffer, Phone view, router debug commands and logs to troubleshoot LAN/WAN and VoIP environment issues
• Create VoIP desk phones and Cisco Self Care Portal end user support guides for Service Desk Technicians and end users

Senior VoIP Support Specialist

Confidential, Reston, VA

Responsibilities:

• Provided third level phone and remote support for 22,000 AO Courts system users, after converting TDM system to an IPT telephony environment. Proactively monitored data and voice networks for outages, malicious calls, and emergency call alerts using Claris and Oasis software.
• Performed moves, adds, changes, and deletes as requested using Unified Communications Manager 8.5 and Unity Connections 8.5
• Configured advance features such as Single Number Reachability, Extension Mobility, IVR List, Call pickup groups, BLF pickup groups and Visual Voicemail services
• Configure Unity Messaging and Voicemail to Email using Unity Connections
• Assisted field engineers with router configurations, VWIC installations, SRST Failover, and E911during new site activations
• Prepared after action reports, notification reports, daily status reports and prepared root cause analysis
• Used Cisco Dial Number Analyzer to troubleshoot issues related to sending or receiving on - net calls
• Used remedy ticketing system to track all user request, and change management tickets
• Communicate with end users via phone and email to request information and provide status updates of reported trouble ticket.

Senior Service Desk Technician

Confidential, Alexandria, VA

Responsibilities:

• Provide desk side, phone, and remote support to end users. Using relevant user provided information to Install Configure, Identify and resolve issues related to collaborative technologies including Cisco IP Communicator, Microsoft Lync, and Cisco Jabber
• Coordinated and conducted Cisco IP communicator and Cisco Desk phone sessions for senior management and groups of end users Educated end users on how to use Citrix, WEBEX, Live meeting, Adobe Connect and Cisco VPN to access secure government networks while Tele-working
• Configured enterprise email on IPhones, IPads, and android mobile devices using Enterprise Mobility Management and Nitro Touchdown Exchange
• Prepare conference rooms for Video Tele-presence Conference Calls and webinars using Microsoft Live Meeting, Cisco WebEx and Adobe Connections
• Repaired and replaced defective equipment including hard drives, memory, sound cards, network interface cards, SCSI cards, web cams, video graphic cards, laser printers, digital senders, digital scanners, all in one printers, and Buffalo Mass storage backups
• Created Standard Desktop/Laptop computer images using Microsoft Deployment Tool 2010 and Norton Ghosting Solutions
• Developed Deployment plan to upgrade end user’s desktop computers to laptops and to upgrade Win XP OS to Windows 7 OS.
• Researched and documented solutions to incidents and made recommendations based on findings.