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Cisco Voice Engineer

Location:
Santa Cruz, CA
Posted:
November 20, 2014

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Resume:

THEODORE HORWOOD

*** ******* ***** ***** ****, CA 95060

951-***-**** ( acgsmu@r.postjobfree.com

INFORMATION TECHNOLOGY

Dynamic and results-oriented IT professional with solid and diverse

experience in administrating, configuring and maintaining CISCO Voice

hardware, software, and voice technology. Skilled in providing customer and

end-user support with proven ability to identify and resolve technical

issues and concerns. Experienced in troubleshooting routers, switches and

LANs/WANs and highly skilled at Voice Technology. Proficient in delivering

effective issue resolution utilizing various systems, with strong ability

to assimilate job requirements and complete tasks. A team player with

effective interpersonal and communication skills, adept at building

productive relationships and building rapport with a diverse set of

individuals at all levels.

Core Competencies

Organizational Leadership ( Information Technology ( Voice Engineering

( CUCM Technolgy Troubleshooting, Configuration & Repair ( LAN/WAN

Administration ( AV Support ( Hardware, Software, Networks & Voice

Technology ( Technical Support ( Problem Resolution ( Relationship

Building

PROFESSIONAL EXPERIENCE

Success Factors Inc.

2013 - 2014

Voice Engineer/AV Administrator - Current

Manage entire Enterprise Voice Network Infrastructure as well as Video

infrastructure for over 25 video end points and 25 additional conference

rooms. Direct ALL Hands Meeting and participate in any meeting that

required AV assistance. Manage telephony carriers to effectively resolve

circuit issues. Respond to Move/Add/Change requests for entire enterprise.

Manage Call Manager and Unity Connection 9XX for a mid level enterprise.

Key Highlight:

. Successfully Project manage 25 SX20 Video end points.

. Successfully Project manage additional 25 conference rooms

. Successfully Project manage build out of entire floor for voice and

video for 150 users

Beachbody LLC

2011 - 2013

Voice Engineer

Managed install and configured all Cisco Call Manager and Cisco Unity

Connection on UCS platform of a fully redundant platform in multiple data

centers across multiple states. Implemented and managed Enterprise Fax

System (XMEDIUS and EFax) and handled all IM platform (WebEx and WebEx

Connect). Managed entire Enterprise Voice Network Infrastructure.

Maintained Polycom 7000 HDX systems and supported POTS lines for Fax

machines at Call Center and corporate headquarters. Handled all

move/add/change requests for entire enterprise. Monitored and tested VoIP

SIP PRI circuits to ensure optimum performance and maintained and updated

voice hardware inventory and documentation.

Key Highlights:

. Managed multiple telephony carriers and ensured all circuit issues

were resolved in a timely manner.

. Deployed companion console for Call Manager Attendant (VistaPoint) and

provided phones and dial tone to Call Center and third party Cloud

Base contact center.

Corinthian Colleges Inc.

2008 - 2011

Voice Engineer

Managed and maintained state-of-the-art voice network system consisting of

Cisco Call Manager, Cisco Unity Connection, Voice Gateways and Cisco

ICM/IPCC Enterprise Edition including IP telephony, voicemail, call

reporting, agent desktops and supervisor desktop. Monitored and tested VoIP

circuits for optimum performance and maintained voice hardware inventory

and documentation. Opened tickets with applicable carrier to resolve

circuit issues.

Key Highlight:

. Responded to Move/Add/Change requests for 40 sites, assigned

priorities and ensured tasks were completed within established

timelines.

THEODORE HORWOOD

951-***-**** ( acgsmu@r.postjobfree.com

Page2

Cardinal Health, San Diego ( CA

2007

Network Engineer

Installed, configured and maintained Call Manager Express and Unity

Express. Provided training to personnel in the use of VoIP applications.

Responded to inquiries from staff, administrators and site personnel to

provide technical assistance and support. Performed troubleshooting on

malfunctions on network hardware and software applications and telephones

systems to resolve operational issues and restore services. Attended

various workgroups to assess, develop and improve IT services.

Key Highlights:

. Responded to Move/Add/Change requests for 15,000 end users.

. Maintained a thorough understanding of Local Area Networking

L-3 Communications Titan Corporation, San Diego ( CA

1998 - 2006

WAN Administrator

2001 - 2006

Reviewed, processed and managed all AT&T orders for corporate LAN (local

area network) WAN (wide area network). Performed account troubleshooting

and management for Novell NDS. Ensured seamless business continuity by

effectively administering corporate-wide Cisco routers and switches

spanning 100 locations. Upgraded all Cisco IOS routers and switches to

enhance and ensure system reliability. Managed all Category 5 and Fiber

Optic into existing Data Centers.

Key Highlight:

. Successfully implemented VoIP for Cisco AVVID (Architecture for Voice,

Video and Integrated Data) phone system on a single data and voice

network.

Desktop Support

1998 - 2001

Provided desktop support to Corporate Headquarters consisting of over 500

end users. Oversaw roll-out of Dell computers across the corporation and

installed and configured multiple operations system including DOS and

Windows 3.x, 95, 98, NT 4, 2000, and XP. Performed troubleshooting and

resolved TCP/IP and IPX/SPX connectivity problems.

Key Highlight:

. Demonstrated exemplary versatility in delivering remote office support

for multiple divisions.

Computer Land, San Diego ( CA

1996 - 1997

PC Technician

Served as Field Technician for the City of San Diego, analyzed, diagnosed

and repaired/replaced computer hardware such as motherboards, memory, and

modems. Installed and upgraded numerous operating systems, provided desktop

support and performed maintenance on HP printers. Documented service and

installation actions by completing forms, reports, logs and records.

Key Highlight:

. Maintained appropriate competency in contemporary computer technology.

CERTIFICATIONS

CCVP Candidate (completed QOS, CVOICE, CIPT1, and CIPT2 exams)

CCNA (needs renewal)

MCP, 2000 (Server, Workstation)

Network Specialist Certificate, El Dorado College

HP Printer certifications

A+

TECHNICAL SKILLS

Operating Systems: Windows NT, 4.0, 2000, 2003, 2008

Networking & Protocols: EIGRP (Enhanced Interior Gateway Routing

Protocol), RIP, TCP/IP, Virtual Private

Networks

Software & Tools: Cisco Call Manager VoIP, Unity and Unity

Connection Voice Mail System, ISI Call

Reporting, Web view Call Center Reporting,

Cisco IOS, Sniffer Wireshark, ICM Call Center,

Software Monet, Work Force Management

Routers: 1600, 1800, 2600, 2800, 3800, 2601, 3945

Switches: 3524, 3560



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