Godfrey N. Madukwe

abmeyn@r.postjobfree.com

cELL pHONE: 646-***-****

TECHNICAL SKILLS

Hardware: Avaya IG550, Gx50 Gateways, MCC, SCC, S8xxx Media servers,

S3x00 Modular Messaging Servers, Cisco 1900, 2500, 2900

series routers, 2600, 3500 series switches, S340/350MM

Server, HP-Proliant Servers, Extreme Summit X150/X250/X350

switches, PolyCom Conferencing Phones, Avaya IP 46xx/96xx

phones.

Software: Communication Manager CM 3.x/4.x/5.x/6.x, Intuity Audix,

Modular Messaging, Microsoft Visio/Project 2002, CMS, Cisco

IOS, Microsoft Office 2007, Avaya Contact Center Express

(CCE), Remedy, eCAS Call Accounting, Veritas NetBackup for

Windows, Ethereal, Agilent ClearSight.

Certifications: Avaya ACE, ACS IP Telephony Design, IP Telephony

Implement, Avaya ACA, IP Telephony, Modular Messaging,

Contact Center Management, Voice Services Management,

Certified Extreme Network Design Specialist. CompTIA

Convergence+, Certified Telephony Professional - CTP 2007

PROFESSIONAL EXPERIENCE

Ajilon Consulting

Client:PHI, Inc. October 2009-Present

Sr. Network Engineer-Voice Engineer

Voice Engineering Group

. Installation & support of "Avaya" solutions. (e.g. daily

administration, MAC Requests, Trouble-Ticket resolution for end-user

Analog, DCP and IP Phones.

. Managing voice communication projects - CM, MM upgrades and

Provisioning Circuits and Trunks to scale up existing Call Routing and

Messaging Capacity.

. Installing / supporting voice communication systems and architectures

(e.g. PBX, Voice Mail, Audio / Video Conferencing, etc). Serving as a

liaison between clients, IT support staff and third-party vendors to

troubleshoot and resolve technical problems.

. Managing wide area network routing issues and organizing Vendor

(Avaya, Verizon, Sprint, Servion) meet when necessary to resolve call

routing issues.

. Managing out-of-hour assignments working with Vendors in equipment

patching, upgrades and updates.

. Willing, able and ready to take on any assignments as designated by

superiors and trouble ticket assignments through the Remedy System on

the job.

Environment: Gx50, MCC, ESS Avaya Gateways, S8xxx Media Server LSP, ESS,

Mercom Voice Recording, Avaya IVR (Natural Language), Avaya CMS R13.x,

Intuity Audix, Modular Messaging 5.2, Communications Manager (CM)

3.x/4.x/5.x, Avaya ASA 4.x, VAL Manager, Remedy, eCAS Call Accounting.

Sallie Mae, Inc. April 2009-September 2009

Senior Telecommunications Engineer

. Installed, Configured and managed S87XX Servers, GX50 Gateways,

Modular Messaging subscribers.

. Administered and supported CMS Agent add, modifications.

. Configured and upgraded Circuit Packs, Installed and configured CM

3.X/4.X/5.X

. Developed contact routing solutions; VDNs, Vectors, Scripting, based

on change management requests.

. Documented each solutions with pre-determined back-out plan.

. Implemented corrections - Configuration changes, Stopping processes,

Applying Code fixes to Routing Solutions:

. Narrowed problems by root cause analysis with potential for impacting

normal Routing flow of contacts for Business areas across the

enterprise.

. Recommended systems Configuration Changes to enhance reliability and

performance.

. Recommended new technologies for improvement to Call Centers (or

Corporate wide function).

. Planned and executed software and hardware changes, updates and

upgrades.

. Managed and corresponded with Vendors on problems, fixes and status

updates.

. Planned, implemented and managed Disaster Recovery.

. Developed systems documentation for implemented procedures.

Environment: Avaya Gx50 Gateways, S8x00 series Media Servers, ESS, LSP,

Communications Manager (CM) 3.x/5.x, Modular Messaging 3.x, Intuity

Audix,

Avaya Predictive Dialers,

Avaya Inc, October2006-February2009

Regional Solutions Engineer

PBX, VoIP Implementation, Administration and Maintenance

. Installed/configured Multi-vendor and Avaya S83XX//S85XX/S87XX

servers, IP Office,Gx50, and G700 Avaya Gateways, Extreme, Cisco and

Juniper switches; S3x00 Servers, Avaya Site Administration,

Provision, VAL Manager, Contact Center, Modular Messaging, Intuity

Audix, Servers, Multi-Site Networking, Q-Sig Integration, CAS,

FXO/FXS, E&M, Call Center Programming (CMS, BCMS, Vectoring), and

Third-Party Application Integration, ARS Routing, Uniform Dial-Plan,

DS1 and ISDN programming-VoIP, SIP, MGCP, RTP, RTCP, H.323, IPSec,

T1/T3, ISDN, CSU/DSU, PolyCom Audio/Video conferencing.

. Troubleshot/repaired equipment malfunctions. Conducted SPARK trials

installations for Sales team.

. Managed potential or desired follow-up services (sales) or problem

escalation.

. Acted as company consultant in cross-disciplines and viewed as a

consultant by customer.

. Provided solutions to diverse range of complex problems.

. Took ownership of escalations/troubled tickets to resolutions.

. Provided Avaya Control Network Design and maintenance guidance.

. Provided post sales, onsite & remote technical support of software,

systems, sub-systems and/or applications for Avaya customers.

. Provided centralized systems operational support, administration,

installation of Gx50 gateways, S8x00 media Servers, S3x00 Modular

Messaging Server and maintained telecommunications networks on

existing customer and prospective Avaya clients' environment.

. Installed, relocated, tested and maintained lines and equipment of

diverse telecommunications systems/networks in support of a multi-

client, multi-vendor communication (Cisco, Extreme, and Juniper)

system software/hardware environment. (e.g. token rings, routers,

hubs, bridges, network management system, operating system,

middleware, and network management applications).

. Participated in the conduct of site studies for central and remote

locations. Provided basic help desk support for the client areas.

. Participated with vendors and common carriers during problem

analysis/resolution as required.

. Prepared and maintained standard operating procedures for the

network, technical specifications and documents, drawings, system

documentation including and operating manuals.

. Assisted in the evaluation of vendor proposals and the benefits of

changes in hardware, communications protocols, switching methods,

access methods and tariffs, and in the procurement of software and

equipment. Worked with limited guidance on projects within defined

criteria.

. Provided solutions to a diverse range of moderately complex problems.

. Provided remote post-sales support of hardware systems, sub-systems

and/or applications for customers or field personnel utilizing

telephone and remote diagnostic capabilities.

. Supported end-user installations, configurations, upgrades and

migrations through problem isolation, verification, resolution and

documentation.

. Supported 3rd party products and occasional on-site support. Worked

with limited guidance on projects within defined criteria.

Kudi Air Cargo JFK Airport July 2004-May 2006

Computer Network Specialist

. Administered and maintained all client system, Windows 2000/2003

Server/Active Directory network infrastructures; ensured smooth and

resilient infrastructure operations.

. Provided third level technical support to all groups within

Information Technology.

. Created, modified and implemented client system standards across all

platform environments, including application support standards and

computer policy standards.

. Approved and maintained all client hardware and software standards;

managed and maintained all client solutions, including patch

management, software management and security management; and provided

support and guidance to Help Desk.

. Managed, maintained and supported server environments, including

product configuration documentation; provided third level technical

support for network systems; and lead planning and implemented

initiatives affecting systems and infrastructure.

. Interacted with vendors, suppliers, and other department members;

planned and implemented changes to supported application environments;

managed and maintained all software licensing and service contracts;

facilitated swift resolution of issues.

. Provided External / Internal Help Desk support.

. Performed maintenance for existing network infrastructure. Tested

existing beta applications.

. Provided Internal User Support; managed Tape Backup rotation Using

VERITAS NetBackup.

. Maintained Software Licensing & Inventory Tracking Data.

. Coordinated & Managed Partner & Vendor Contact Lists and Sheets.

Maintained & tested newest software & hardware drivers, patches, and

updates.

. Supported Resource Computers & Conference Room Equipment. Added /

Removed User Access from the network. Packaged & Deployed Software

Applications.

Environment: Windows 2000/2003 Servers, DNS, DHCP, WINS, 3Com 5500

switches, Microsft Office 2000.

Delaware State University August 1998-April 2004

Title III Programs - Campus Network Support

. Provided support for Windows 2000/2003 Server/Novell 5.X Data Center

Environment. Designed or re-designed campus network schema.

. Installed, Configured, Monitored and troubleshoot LAN/WAN networks

Cisco 2500, 3550, 3560 series switches, 2600, 2800, 1800, 831 series

routers. Completed server, desktop, router and firewall

troubleshooting, maintained software through upgrades and patches.

. Monitored backups, networks and Internet traffic. Liaison between

client management and end users.

. Configured and maintained the Campus network management (Peregrine)

system, maintained the campus wide network security systems such as

intrusion detection, intrusion prevention, and firewalls, and provide

equipment/circuit health status as needed.

. Managed the Student Work-Study population in all University Laboratory

and Library locations.

. Assisted in campus wide server/network on-call issue resolution.

. Assisted in developing documentation and maintained a database of

training materials, network diagrams, configurations, circuits, and

equipment inventory.

. Performed network capacity planning and performance analyses in order

to size the network properly.

. Traveled night and weekends for work necessary on other hospital

campuses within Delaware.

. Provided on-the-spot recommendations for fixes to bring the LAN/WAN

production components back on-line quickly and efficiently.

. Performed upgrades to LAN/WAN; Circuit bumps, moves, terminations;

Fluking Structured Cabling, patching.

. Participated in 24/7 support with availability in the event of any

escalations.

. Determined appropriate standard testing routines or scripts; tested

various voice or data equipment such as routers, switches, hubs or

optical equipment, or multi-function switches, end offices, signaling

transfer points, private branch exchanges (PBX), voice mail, and call

management system, etc. for maintenance.

Environment: Windows 2000/2003 Server/Novell 5.X, Cisco 2500, 3550, 3560

series switches, 2600, 2800, 1800, 831 series routers.

Emily P. Bissell Hospital, November 1997- June 1998

Mini/Micro-Computer Network Specialist

. Provided support for Banyan 7.11/Novell 4.XX/Windows 98/NT4.0 Server

Environment/ExcelCare/Cronos software.

. Installed and maintained network facilities, including hardware,

software, networks of the DHSS hospital system.

. Installed network applications on network servers or voice (Dragon

Systems IVR) equipment; maintained, tested researched and resolved

problems.

. Evaluated Agency problems, identified and specified the application

and/or systems requirements, evaluated vendor packages vis- -vis

needs, implemented required software or hardware.

. Participated in the evaluation of new end user computing packages and

equipment, implemented and tested prototypes, applied installation

quality assurance tests, assured consistency with standards.

. Assisted and helped train lower level specialists, nurse practioners,

registered nurses and nursing aids. Worked with limited guidance on

projects within defined criteria.

. Provided solutions to a diverse range of moderately complex problems.

. Provided technical support for internal and/or external DHSS agency

stakeholders.

. Provided technical leadership for problem escalation and resolution.

Environment: Banyan 7.11/Novell 4.XX/Windows 98/NT4.0 /ExcelCare/Cronos

software. Microsft Word, Excel, Access, PowerPoint.

Computing Office, Delaware State University March 1995-October 1997

Laboratory Technician/PC Network Analyst

Department of Foreign Languages/Academic

. Provided operational support for desktop and LAN related computing.

. Installed and supported desktop and LAN related hardware and software.

. Installed hardware and or software required to accommodate new or

relocated employees.

. Reviewed & recommended changes in desktop and network

strategies/products.

. Monitored desktop and LAN security and compliance.

. Performed analysis, designed and implemented desktops and networking

environments.

. Monitored adherence to corporate disaster recovery policy.

. Performed testing & quality control functions to maximize system

reliability and integrity.

. Developed & maintained desktop and inventory documentation and

configurations.

. Provided training & documentation for new users.

. Maintained appropriate inventory of repair/replacement

hardware/software, and initiated purchases as required.

. Monitored facilities and environment to ensure a safe secured

operating environment.

. Maintained cost analysis data and recommended more efficient

methods/equipment where applicable.

. Performed capacity planning functions.

. Acted as a Liaison with hardware and software vendors for placing

initial & change/repair orders.

. Provided accurate time estimates and status reporting related to

project implementation.

. Diagnosed and resolved problems related to the operation of PC*s on

the network.

. Maintained contact with software/hardware vendors and internal

customers to resolve technical and operational issues. Supported the

user community with prompt, effective problem resolution.

. Deployed and maintained end-user and laboratory computer equipment,

printers, phones and mobile devices, and related systems.

. Performed installations, services and repairs.

. Managed equipment inventory, warranties and licensing. Provided

technical support in activities associated with identification,

prioritization, research, and resolution of reported problems using

trouble- ticketing system

Environment: Windows 3.1/Windows 98/Novell 3.XX

University of Nigeria July 1985-July 1988

Programmer Analyst II

University of Nigeria Computing Center

. Participated and conducted all phases of a system's life cycle

methodology.

. Analyzed, designed and developed application code in accordance with

Requirement Documents from users.

. Documented specifications as defined within a Standard Development

Life cycle (SDLC) processes.

. Published technical documentation to support each development phase.

. Interfaced with DBA staff for optimization of SQL queries when

required.

. Scheduled batch jobs using MVS/JCL, TSO-ISPF/SDSF, CA-1, JES2, in IBM

System 370/134 -MAINFRAME IBM MVS JCL and Omegamon. Monitored Network

Operations, VTAM, NETVIEW and programming CICS DB2/Cobol OS/390 -

Cobol II, LE370, MVS/JCL, DB2 and VSAM doing COBOL/CICS/DB2, DB2 table

maintenance - DB2, including: Catalog Tables, Load/Unload Utilities,

Runstats, Explain Utility, Plan/Package Concepts, Bind/Rebind and

DBRM.

. Scheduled and rerun of batch jobs using Control-M and Control-R

software package (BMC Corp.), or equivalent, in a MAINFRAME

ENVIRONMENT with the Operating System of z/OS, S390, or MVS.

. Used Key Stroke Language, auto edit and Calendar facilities of Control-

M software package.

. Supported all RACF requirements within Storage Management Group.

. Monitored and managed functionality of all tools - FileAid, ISMF,

DF/DSS, etc for assigned facilities.

. Monitored and performed Library management functions - directory

blocks and compression routines.

. Monitored and optimized facilities' automation and REXX code.

. Performed volume defrags and compact utilities. DASD, IBM DS8100 and

DS8300 Storage Servers TAPE, IBM VTS (B20) Virtual Tape Systems PPRC.

Mirroring Environment "TSO, ISPF, JCL, IDCAMS, DFSMS, DFSMSHSM,

DFSMSDSS, DCOLLECT, ISMF, JES2, JES3, CA-1, DFSMSRMM, PPRCMM, VSAM,

ICF CATALOGS.

. Assigned to day-to-day monitoring of numerous computer complexes.

. Dictated sufficient storage to handle requirements responded to any

issues and implemented solutions as needed. Performed backups and

successfully handled customer requests and other duties as assigned.

Environment: IBM System 370/134 -MAINFRAME IBM MVS JCL and Omegamon

Education

. University of Delaware M.S. Degree, Major - Computer Sciences

(incomplete)

. University of Nigeria, Nsukka, Nigeria. B.S. [Honors] Degree, Major -

Computer Sciences

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