Engineer Customer Service

Steven Crumbaugh

**** ****** *****

Mount Prospect, IL 60056

**********@********.***

847-***-****(h) / 847-***-****(c)

Qualifications:

Over twenty years experience in VoIP, Networking, PC support and technical

training. Exceptional interpersonal communication skills. Comfortable

providing on site customer service and presentations.

Certifications and Training:

Cisco (all current):

Cisco Unity Design Specialist, 2007

Cisco Rich Media Communications Specialist, 2007

Cisco Certified Voice Professional, 2005

Cisco Certified Design Professional, 2002

Cisco Certified Networking Professional, Routing and Switching, 2001

Cisco Certified Design Associate, 1999

Cisco Certified Networking Associate, 1999

Nortel:

Nortel Certified Support Specialist, Switching and Wireless, 2000

Microsoft:

Microsoft Certified Network Engineer, 1999

Novell:

Novell Certified Network Engineer, 1996

Education:

University of Illinois, Springfield, Illinois

MS in MIS (all but thesis)

Southern Baptist Seminary, Louisville, KY

M.Div. in Counseling / Theology

Southwest Baptist University, Bolivar, MO

BA in History/ Psychology

Professional Experience:

Equivoice, Inc. April 2005 to

August 2010

Algonquin, Illinois

IP Telephony/ Network Engineer

Design, install, configure, maintain and troubleshoot Cisco's CallManager/

Unified Communications Manager (CCM 3.x through CUCM 7.x), Cisco Unified

Communications Manager Business Edition (CUCMBE), IP Call Center Express/

unified Contact Center Express (IPCC 3.x through UCCX 7.0), Unity/ Unity

Connection (through versions 7.1/ 2.1), UC500, CME/ CUE, SRST and Berbee

Informacast.

Write, modify and troubleshoot IPCC/ UCCX scripts.

Configure and troubleshoot Cisco routers and switches.

Environment included MPLS, dedicated T1/ DS3, POTS lines.

Project management / installations and conversions

SBC DataComm/ Ameritech April 2000 to

April 2005

Mount Prospect, Illinois

Network Support Engineer:

Supported Cisco's CallManager, Unity, IPCC Express and Avaya IP Office.

Designed and troubleshot existing designs for large enterprise customers.

Configured and troubleshot routers and switches from Cisco, Nortel and

3Com.

Analyzed configuration files, evaluated analyzer traces and used Visio

drawings to troubleshoot systems.

Global Opportunities July 1997 to

April 2000

Peoria, Illinois

Senior Networking Consultant

Designed and installed small to mid-sized networks (Cisco, Ascend, Nortel

and IBM)

Maintained a complex network with twelve locations connected with T1, ISDN

and dial-up lines and a mixed environment of Novell NetWare, Microsoft NT,

DEC VMS and Citrix WinFrame Servers.

Reduced four client operating systems, four protocols and four frame types

to two each.

Standardized operating systems, applications and network naming schemes.

Introduced Private IP Addressing using NAT for Internet access.

Reinstalled software on all PCs in one weekend to standardize operating

systems and applications across all offices and to implement new IP

addresses.

Sterling Consulting Group November 1991

to July 1997

Springfield, Illinois

Senior Consultant

Installed, configured and maintained Novell NetWare and Microsoft NT

Servers.

Installed and configured routers and switches.

Designed and installed small to medium sized networks.

Taught classes for the Illinois Department of Central Management Services.

Courses taught included PC Support, Local Area Networks, NetWare/ NT LAN

Administration, WANs.

Taught MIS classes for Kazak-American International Business Institute and

the President's Institute on Management in Almaty, Kazakhstan (former USSR)

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