Manager Engineer

Vincent V. Coakley Jr.

**** ******* **. • Lithonia, Georgia 30083 • 404-***-**** • ******@*****.***

OBJECTIVE

Network/Telecom Project Manager, support or implementations engineer, where my exceptional troubleshooting, problem solving,

communications and teamwork skills will contribute to the organization’s profitability and growth.

EXPERIENCE

Coca-Cola (07/2012-present) Consultant Sr. Cisco/Siemens IPT Engineer

• Provide day to day support, installation, and maintenance of Coca-Cola telecom infrastructure.

• Cisco Unified Call Manager (CUCM 8.5) daily administration, troubleshooting and support.

• Cisco Unity Connection 8.5 Voicemail daily administration, troubleshooting, and support.

• Support of H.323, SIP, MGCP and SCCP protocols on Cisco Voice Gateways

• Trained telecom staff and management on Cisco Call Manager 8.5.1 Administration.

• Maintained Telecom Ticket Queue and ensured timely resolution of tickets from assignment to completion.

• Worked on Cisco 9951, 8945, and IP Polycom devices.

• Worked with telecom carriers accountable to resolve systemic issues, bugs and telecom circuit issues.

• Performed moves, adds, and changes, incident management and resolution on Siemens Hicom, OSV, 4K, and 3k systems.

Koch Business Solutions (02/2012-07/2012) Consultant Cisco/Avaya IPT Engineer

• Installation, administration, and configuration of Cisco Unified Call Manager CUCM/CMBE(Business Edition).

• Installation, administration, and configuration of Cisco Unified Call Manager Express 8.6.

• Maintained Telecommunications Ticket Queue and ensured timely resolution of tickets from assignment to completion.

• Configuration of Cisco UCS servers through virtual platforms using VMware vSphere client.

• Avaya Communication Manager S8700 media gateway administration both local and remote.

• Avaya Modular Messaging voicemail account administration.

• Worked and assisted on tickets via BMC remedy ticketing system.

• Supported Kochs global telecommunications infrastructure.

RockTenn (11/2011-02/2012) Consultant Cisco/Avaya IPT Project Engineer

• Cisco Unified Call Manager (CUCM 8.5) daily administration, troubleshooting and support.

• Cisco Unified Communications Express (UCCX 7.0) remote administration, configuration, and support.

• Cisco Unity Express Voicemail (CUC 8.5) administration of accounts, password resets, voicemail forwarding config.

• Avaya Communication Manager S8700 media gateway administration both local and remote.

• Avaya Intuity Audix Voicemail platform configuration of accounts.

• Performed daily MACDs (moves,adds,changes) of users from the Avaya platform to the Cisco VOIP solution.

• Trained end-users on the proper usage of their new devices and provided documentation for further support.

• Supported helpdesk through HEAT support ticketing system, used to log trouble tickets, from opening to resolution.

• Maintained strong relationships with 3rd party vendors(ATT, Verizon, Qwest) on new circuit orders, DID request, and

800# ordering.

• Serves as the technical lead for voice systems technology while providing mentoring and training to team members.

• Supported multiple RockTenn Sites for remote system installation, support, and voice service delivery hardware.

Assurant (01/2011-09/2011) Contractor Senior Avaya/Cisco IPT Project Engineer

• Cisco Unified Call Manager (CUCM) administration, installation, troubleshooting, and support.

• Cisco IPT Call Center Agent Phone devices and desktop sets.

• Cisco Unified Call Manager 7.1 user moves, adds, and changes.

• Cisco Unity Voicemail 5.0 setup and configuration of users accounts.

• Cisco Unity Express Voicemail 7.1 administration of user voicemail accounts.

• Configuration of Cisco 7940, 7941, and 7960 desk sets.

• Administered training and support to call center agents, managers, and administrative staff on Cisco devices.

• Daily administration of Cisco/Avaya Call Center Agents.

• Avaya Communication Manager S8700 media gateways and G3Si server administration both local and remote.

• Avaya Intuity Audix Voicemail platform configuration of accounts.

• Avaya CentreVu CMS (Call Management System) Rel 14 administration and user account setup.

• Avaya ECAS server configuration and account setup.

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Vincent V. Coakley Jr.

DeKalb County Government (05/2010-10/2010) Contractor Avaya Telecom Analyst

• Performed daily administration on Avaya CM 5.0 and 8730/8500/8300 media gateways.

• Provided daily technical support by assisting end users with telephone and voicemail questions and concerns.

• Responsible for all move, adds, and changes related to desk side voice solutions.

• Responsible for the configuration and setup of Analog, Digital and VOIP desktop phone sets.

• Setup and configured Polycom Video conferencing units to communicate over the network via H.323.

• Maintained Telecommunications Ticket Queue and ensured timely resolution of tickets from assignment to completion.

• Basic administration of Avaya Modular Messaging, Octel, and Intuitiy Audix voicemail platforms.

• Basic administration of Avaya CentreVu CMS (Call Management System) Rel 15.

• NICE call recording administration and installation.

• Identified cost saving technologies and processes as appropriate over the voice network.

• Assisted on network upgrade and migration to a full failover Unified Communication Solution.

Hewlett Packard (11/2009-07/2010) Contractor Cisco Voice IPT Project Manager

• Managed Cisco Implementation project through all phases of project life cycle - analysis, design, development, testing,

implementation, and post-production support.

• Maintained accurate and detailed documentation and system information for multiple Cisco Voice IPT installation

projects.

• Responsible for problem resolution dealing with system installations including coordinating with customers, other

employees as well as other field installers.

• Developed project schedules, facilitated project meetings, and tracked project through completion.

• Submitted weekly status reports and updates to management summarizing completed projects/tasks by the team.

• Facilitated and hosted weekly project conference calls with managers, technicians, clients and vendors.

• Responsible for problem resolution by functioning as a liaison between the organization IT department and the customers.

• Manage project resources to ensure tasks were completed on time and minimized obstacles and risks

• Responsible for problem resolution by working as a go-between our company and our clients, including coordinating with

our Service Manager, as well as other field installers.

• Responsible for ensuring the completion of assigned task to engineering team, providing technical documentation for the

adherence of departmental procedures and processes.

• Developed field relationships to enable communication and obtain credible field logistics operational information.

• Established and maintained relationships with strategic suppliers throughout the duration of the project.

• Supervised technicians during project to insure that task were completed on time and under budget.

Chick-fil-A Corp. (09/2008-06/2009) Contractor Cisco IPT Project Engineer

• Managed project costs, schedules, resources, to ensure success of the project.

• Maintained communication with stakeholders at multiple levels, including those external to the organization.

• Provided instruction and coaching to technical project team

• Worked with customer to identify needs and develop project to accommodate

• Facilitated communication with external vendors on hardware and software issues

• Managed post go-live support by ensuring support team tracked events, opened request, and completed incident resolution

through Magic ticketing system.

• Performed daily administration and addition of user accounts in Cisco VOIP Unified Call Manager 6.1.

• Managed, configured and setup user accounts/distribution list in Cisco Unity 5.0 Voice Mail.

• Created and deleted user profiles within Microsoft Active Directory Windows XP 2003 Server.

• Setup and configured Cisco VOIP 7975 phones, 7914 Expansion modules, and VOIP Polycom devices.

• Worked with outside vendors on hardware and software issues with equipment.

• Administered moves, adds, and changes request throughout the business routinely per ticket request.

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Vincent V. Coakley Jr.

AutoTrader.com (03/2007-08/2008) Avaya Telecom Analyst

• Responsible for maintenance and troubleshooting on Avaya S8710, S8500 and S8300 servers running Communication

Manager 4.0 environment, supporting Analog, Digital, and VOIP stations.

• Demonstrated ability to perform complex program changes on Avaya 8710 PBX and Modular Messaging Servers.

• Responsible for all moves/adds/changes within various business departments throughout AutoTrader.com campus.

• Demonstrated ability to provide hands on maintenance, installation, support, and troubleshooting of Avaya PBX system.

• Call management systems (CMS R14), call recording systems and call accounting systems (Witness/Verant) including

patch management, firmware upgrades, etc.

• Responsible for audio and video(screen capture) of call center agents on Witness 7.7 platform.

• Implementation and testing engineer of multiple Tandberg Video Conferencing units.

• Configured Tandberg Video Conferencing units throughout all network regions using H.323.

• Configured Microsoft Exchange email accounts on desktops to work with modular messaging.

• Responsible for Good Mobile Server and Blackberry Exchange Server administration and management.

• Handled inventory, ordering and issuance of wireless devices; Treo, Blackberry, AirCards and other mobile devices.

• Daily work load was created, opened, closed and referenced through Magic ticketing system.

Fulton County Dept. of Family and Children Services (09/2006-03/2007) Network Administrator

• Experience configuring, installing and supporting computer workstations, tablets, hardware upgrades and additions.

• Perform adds/removals of users to/from the network, and diagnose and correct user network login/access problems.

• Trained users on current computer hardware, software, and network applications and services.

• Responsible for troubleshooting outages over the LAN and calling in third party support from vendors if necessary.

• Configuration on Microsoft Exchange email accounts within Microsoft Outlook 2000.

• Handled reimaging of machines, setup of new machines and surplus of old devices.

• Perform the issuing of Blackberry devices and configuration of those users to their Groupwise/Outlook email accounts.

• Handle moves/adds/changes on phone network and cabling if necessary.

Spherion(Merial) (05/2006-09/2006) Contractor Senior Avaya Telecom Analyst

• Performed administration and programming on the Avaya 8700, G700 and G650 PBX switches.

• Performed daily moves, adds, and changes on Voice Mail (Intuity/Audix and Octel) systems.

• Administered Avaya Call Center Management System and CentreVu (CMS) Supervisor.

• Worked with the NICE 8.8 Call Recording System, maintained and performed system administration and backups.

• Installed digital/analog phone sets; 6408D+, 6416D+, 6424D+M, 603F1 Call Master sets.

• Configured and installed IP Softphone on client desktops and VOIP phone sets throughout the network.

• Managed the Tandberg Video Conferencing network.

• Configured and setup Tandberg Video Conferencing carts to work over H.323.

CCCI (Southern Company) (11/2005-03/2006) Contractor Network Administrator

• Installed, Diagnosed and Resolved Software Platform Issues on Dell PC machines.

• Configured and performed troubleshooting and setting up Southern Linc mobile telecom devices.

• Created, documented, closed, and tracked all work through Clarify ticketing system.

• Performed moves, adds and changes on Siemens phone systems throughout the company.

• Performed PC Deployment, rollout, re-imaging, building, installation and Configured PCs throughout the LAN.

• Daily support of various Microsoft operating systems (Windows 98, 2000, XP) on the LAN.

• Configured, troubleshoot, and setup Microsoft Exchange email accounts throughout the network.

• Replaced, relocated and reconfigured PCs and hardware such as monitors, keyboards and printers as required.

• Responsible for software and hardware support, repair, installation, and troubleshooting both onsite and remotely.

• Worked with a team of Support Engineers to ensure that the employees met their business objectives.

• Responsible for the receiving and shipping out of all Dell parts that needed to be installed or returned.

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Vincent V. Coakley Jr.

Cingular Wireless (04/2004-10/2005) Specialist/Analyst III

• Provided advanced troubleshooting for voice/data products and performed product testing and evaluation for more

complex hardware and software problems.

• Provided 3rd level support for new product/device launches, Blackberry, Treo, and Wireless PC card devices and software.

• Worked with internal departments as well as external vendors to resolve issues relating to Cingular products.

• Documented client issues in billing software and Clarify ticketing system to ensure that requirements and concerns are

understood, noted, and proper action is taken for resolution in a timely manner.

• Supported various vendor products: Motorola, Nokia, Siemens, Sony Ericsson, Samsung, and LG.

• As a member of the Enterprise team, I provided helpdesk support to large corporate accounts, to cultivate and maintain

on-going customer relationships.

Dendrite International (10/2003-02/2004) Contractor HelpDesk Analyst

• Created, maintained, closed out and escalated trouble tickets when necessary using Vantive ticketing software.

• Provided over the phone support to users who experienced technical problems with hardware/software.

• Supported IBM ThinkPad Laptops, with Lotus Notes R5, Windows XP, and Office XP suite installed on them.

• Provided users with support of Palm Pilots and Toshiba Handheld units.

• Worked on ACD phone system taking incoming calls in access of 800 to 1200 per day call volume.

• Supported users with High-speed cable and dial up connectivity to our VPN Secure client.

• Worked in Siebel database to inform users how to change and input information to their PCs and Handheld units.

Gwinnett University Center (07/2002-10/2003) Contractor Cisco Network Engineer IV

• Monitored, maintained, and performed IOS upgrades, to Cisco Catalyst 6509 and 4000 series switches.

• Configured TCP/IP networks, Layers 2 & 3 TCP/IP switching, VPN, and thorough knowledge of Cisco IOS.

• Configured and assigned multiple VLANS, Trunking, VTP domains, and clients throughout the network.

• Monitored network and created network maps using Cisco Works and Visio 2000.

• Implemented PIX 515 firewall access list and static mapped statement configuration.

• Responsible for Tandberg Video Conferencing units for communication on and outside of our network H.323.

• Performed daily Avaya Definity PBX system administration on ASA Communication Manager 3.0.

• Administration and setup of Intuity Audix voicemail accounts.

• Performed moves, adds, and changes on Avaya Digital and Analog phone sets throughout the campus network.

• Orinoco Wireless Card configuration and maintained Wireless Access Points.

• Configured laptops (IBM, Gateway, Dell, Compaq and MACs) for wireless networking connectivity.

• Performed network testing, troubleshooting, and isolation of problems as needed.

• Monitored the Remedy Help Desk Ticketing management system to manage client request or issues.

• Added users on Microsoft Active Directory, and performed password recovery for users.

• Setup and configured Microsoft exchange email accounts.

• Provided PC/Laptop support (Windows 95, 98, 2000, MAC OS X, and Microsoft Office 2000 Suite).

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Vincent V. Coakley Jr.

Sprint E Solutions (03/2001-02/2002) Cisco Network Engineer

• Responsible for troubleshooting Cisco 2600, 3600, 12000 GSR, and CRS series routers, in a WAN environment.

• Familiar with troubleshooting SPA-Ethernet circuit ranging from 1Gigabit to 10 Gigs

• Worked with various Cisco protocols BGP, RIP, OSPF, PPP, Frame Relay, and Multicast.

• Responsible for supporting MPLS-Multiprotocol Layer Switched networks over Sprints backbone network.

• Responsible for remote installation/configuration of Cisco routers and cards, including IOS and hardware

upgrades.

• Making all configuration changes through local TACACS server which handled all user configuration

properties.

• Provided telephone support and troubleshooting to customers who experienced outages or service interruption

over our internetworking backbone WAN links.

• Configured clients with DNS, BGP, Access List and News feed services.

• Tested circuits ranging from fractional T-1s, DS1, DS3, OC1, and OC-192 SONET circuits.

• Performed loopback testing of CSU/DSU circuits with REACT application testing software.

• Use Sprint TRS ticketing system to document work in process.

Gwinnett Technical College (06/1999-12/2000) Contractor Cisco Network Engineer

• Configured Cisco 6509 and 3524XL switches and setup multiple VLANs throughout the network.

• Performed implementation and integration of new Cisco fiber/gigabit networking backbone.

• Provided PC and Laptop support to internal users and labs throughout the school on Windows 2000 platform.

• Performed daily user account administration and password resets within Microsoft Active Directory.

• Configured users email accounts on Microsoft Exchange server within the Outlook email client.

• Performed upgrades of hardware, software, memory, hard drives, network cards and other computer peripherals.

• Designed network maps with fiber optic routes, data cabling termination points, and rack design using Visio software.

• Identified, isolated, and repaired data communications wiring problems.

• Coordinated ordering and receiving of telecom equipment with various vendors; Graybar, Alltel, and Blackbox.

• Terminated Category 3/5/6 cables onto patch panels, 110 blocks, 66 blocks, and krone.

• Installed fiber optic cabling, jumpers, fiber distribution panels for the backbone infrastructure.

UNITED STATES MARINE CORPS, (12/91-12/95 Honorable Discharge) Radio Supervisor

• Operated various AM, FM, HF, VHF, and UHF digital radios, transmitters, and ancillary equipment.

• Maintained the proper operation, accountability and serviceability of all equipment.

• Managed and trained over 200 infantrymen on the proper setup and operation of FM, AM, multi-channel and digital radio

equipment and their corresponding antennas.

• Designed and trained classes on proper troubleshooting techniques.

• Responsible for overseeing and correcting all wiring communication set-ups while on numerous operations, including

cabling and operational problems.

• Established command centers, antenna sites, and UHF/VHF radio vehicle locations while out on numerous operations.

EDUCATION

• BAS Degree in Technology Management, Clayton State University, May 2006

• AAS Degree in Computer Network Technology, Clayton State University, May 2004

• Cisco Systems Specialist Certificate, Cisco Networking Academy Program Jan 2001

• Local Area Networks Administrator Certificate, Gwinnett Technical College, June 2000

• Cisco Certified Network Associate (CCNA)

• Blackberry Certified Support Associate T2 v4.0 September 2005

• Cisco’s Certification training in Internetwork Troubleshooting (CIT) thru Global Knowledge, August 2001

• Cisco’s Certification training in Building Scalable Cisco Networks (BSCN) thru Global Knowledge, June 2001

• Avaya Communication Manager Basic Administration Course, JTM Associates, Inc.

References Available upon Request

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