Manager Engineer

Darryl Bell

Newtown Square P.A. 484-***-**** **********@*****.***

OBJECTIVE:

Creative solutions engineer driven towards designing and implementing small to

large multi vendor and multi protocol, voice and video solutions. A high impact,

multidimensional professional, with an exceptional track record of analytical and

problem solving skills in extremely high paced environments. Multiple

accomplishments for strong technical and excellent documentation skills. Ability

to learn with minimal guidance and prepare detailed documentation to move

forward with any project promptly.

HIGHLIGHTS OF QUALIFICATIONS

• CCNA (Cisco Certified Network Associate)

• Fifteen years relevant Network and Telecommunications experience

• Active secret security clearance

• Detailed understanding of all aspects of Telecommunication practices as

applicable to VoIP and Contact Center Enterprise configurations

• Extensive Proficiency in the Implementation, Design, and administration of VoIP

Call Manager/Call Manager Express Cisco IPCC Express, and UCCE Enterprise,

Cisco Call Manager 7.X (and above) Unified Communications Architecture

TECHNICAL SKILLS:

• Consulting of Contact Center software products including initial implementation

and upgrades of the following: Avaya, Cisco Call Manager, ICM, ipIVR,

ACD/PBX, CTI, CVP, IVR, Outbound Dialer, Web View Reporting, CAD,

Cistera Call Recording and Paging. Cisco Unity Voice Messaging, EIM Email

Integration Manager (E-Gain).

• Cisco Unified Contact Center Enterprise UCCE Design including Script

Development according to Data Gathering to understand actual Business

requirements.

• Contact Center Support providing both onsite and remote support to colleagues,

executive management, and end users.

• Technical Documentation Drawings according to industry standards and best

practice.

• System Configuration and Administration of all Telecommunications and

Networking equipment allowing a complete expert level understanding of all

relative components of both the Network, Voice, and Contact Center Applications

and Hardware end to end.

• TCP/IP Ethernet Networking, DHCP and IP addressing, Wireless Networking

Configuration and management of VOIP, DNS, SSL, VPN, OSPF, RIP, EIGRP,

EAPS, BGP, Multicast, MPLS, SONET, QoS, IPv6, PIP, TCP, UDP, VoIP, H.323,

Frame Relay, ATM, IEEE 802.11b (Wi-Fi), Token Ring, VLAN, NAT, Spanning

Tree, CDP, HDLC, PPP, ISDN BRI/PRI, T1/E1, DS3

• Cisco Certifications: CCNA, UCCE, IP/IVR

• College: Central Texas College, Computer Science

• Programming Languages & Databases: C, C++, VB, SQL, some JAVA;

Oracle, Sybase, MSSQL

• Operating Systems: UNIX, Windows

• Routing Products : 3845, 3600, 2600, 2800, 2900, and 3900 ISR, AXM5350,

Enterasys Layers 2 and 3 Switches, Wireless Access Points, and Routers,

Extreme Black Diamond Routers, and Switches, and Promina Multiplexers.

Catalyst Switches : 6500, 3750, 3500, and 2900

Voice Products : Unified Contact Center Express (UCCX), Unified Contact

Center Enterprise (UCCE), Cisco Unified Call Manager Ver 4.2, 6.0, 7.0, and 8.0,

Call routing and control protocols (H.323, MGCP, SIP, SCCP), Cisco CRS Editor

4.0 for Cisco IP IVR, Cisco Webview and CUIC reporting, Cisco ATA-188 &

ATA 186, Voice circuits and protocols (Q.SIG, ISDN PRI, CAS, FXO, FXS,

PLAR POTS, E&M, etc, Cisco Voice Gateways VG -248, NICE Universe

RACAL Recorders VoIP Logger, Cisco Unified CME 3.x,4.x, Cisco IP

Communicator Soft phones, AVAYA Telephony, Tandberg, and Polycom Video

Teleconferencing units, and REDCOM PBX Voice Switching.

Security Products : PIX Cisco Firewalls 506 & 515, ASA 5510, 5520, and 5540

Software : Cisco Operations Manager and Solar winds, Manage Engine OpUtils,

Scrutinizer Netflow, Network General Sniffers, Packeteer / BlueCoat Packet

Shapers, Riverbed Application Acceleration, Barracuda Spam and Web Filters

EXPERIENCE:

Executive Health Resources Newtown Square PA 19073

12/2007 - Present

Network Architect responsible for the configuration maintenance and documentation of

all Network and Voice Communications and training and mentoring of six subordinate

staff members.

• Installed and Configured entire Cisco Network and Voice Infrastructure from the

ground up laying the foundation upon which the company has grown from 100 to

3000+ employees.

o Responsible for the Documentation Planning, and Procedures of which the 35

member department now rely on heavily.

o Development of Network, UCCE and CTIOS test plans including Change

Management and Disaster Recovery

o Responsible for the installation of 32 PRI Circuits, 8 DS3, 3 MPLS Sites, and

an OC48 SONET Ring.

o Maintained Contact Center consisting of approximately 2000 Contact Center

Agents, 8000 DID/TFNs, and Complex ICM, and IVR Scripting to meet

growing business needs for capacity and redundancy.

• Development of Business Requirements Document and Business Design

Document involving migration from Avaya PBX to Cisco UCC-X to UCC-E 7.5.7

including IVR and CAD (Cisco Agent Desktop) to CTIOS

• Develop Visio Call Flows, and Detailed Network Diagrams

• Presentation of Design document, and Team Process and Procedures to the board

for sign-off

Senior Consultant UCCE / ICM Support Engineer

eLoyalty, a TeleTech Company

October 2011 – March 2013 Austin, TX

Supported Enterprise level clients providing medium to advanced scripting,

configuration, administration, troubleshooting and support of Cisco ICM / CVP

Contact Centers.

Responsible for client management, mentoring of peers, technical solution development

and delivery, deployment validation and advanced troubleshooting of releases.

Responsibilities included:

Integration with enterprise applications and back-office systems.

o

Supported multi-site configurations and hybrid (IP & TDM) environments.

o

Worked as part of a technical support team delivering quality service to

o

multiple clients using a variety of hardware and software products.

Provided technical support & maintenance of production and development

o

systems and administration of environments, running on various platforms.

Shared Voice and Networking expertise on system performance tuning, capacity

planning, maintenance patching and new version installation. Supported ongoing

management and improvement of activities related to all or part of the customer

contact centers (e.g. Unified Communications, Routing and Switching etc.). Deployed

changes according to best practices and established standards to ensure repeatable

build-outs.

Apptis Inc. Brunswick GA 31524

08/2006 - 11/2007

Network Engineer contracted to the Department of Homeland Security, for the Federal

Law Enforcement Training Center.

• Responsible for the overall Design, Implementation / Configuration,

Administration, and Troubleshooting of LAN, and WAN Networks spanning the

United States.

• Performed in Data Center Environments consisting of:

Enterasys Matrix E-1 Switches N-7 Layer three switches

o

Extreme Black Diamond Routers at the core

o

Cisco PIX Firewalls, and Catalyst Switches at the Network Edge

o

Cisco IPTV

o

Avaya Cajun C-360 switches, and IP Telephones

o

Legacy Cabletron Smart Switch Routers

o

Fiber Optic Patch panels, and Category 5 Cabling

o

• Managed a Multi-Vendor Network consisting of several hundred devices, roughly

one hundred Servers, and several thousand Users in a multi-domain Microsoft

2003 Server, Active Directory environment.

• Successfully performed local area IP migration on all network equipment; and

further directed IP changes in association with the migration on all equipment at

remote sites.

• Provided technical requirements to management to assist in the decision making

process of major network changes in association with “DHS Onenet Transition”

in which Federal Agencies Connected several formerly separate Federal, State,

and Local Law Enforcement networks into a single meshed network, improving

data availability, security, and manageability.

US Army: 1998-2006

3rd Signal Company, 3rd Infantry Division

12/2005 - 08/2006 Ft Stewart, GA

• Selected as Section Sergeant three days following assignment to the unit, to field

the US Army's newly acquired Joint Network Node (JNN) The JNN’s state of the

art internet hardware and software provide the high bandwidth performance that

allows the network to assimilate data and share information within one second.

The JNN was designed as a commercial Internet Service Provider, taking

advantage of state of the art networking technologies. It allows the Army to share

encrypted Data and Voice over Internet Protocol capabilities to Brigade sized

units.

• Deployed to Iraq supporting the 3rd Infantry Divisions Aviation Brigade.

Provided reliable Secure / Nonsecure Voice and Data Networks via Satellite, Fiber

Optic, and Line of Site Radio transport media.

• Performed Senior Network Engineer duties and unit level maintenance functions

on assigned network systems. Equipment Included:

Cisco 2651 and 3725 series routers, 2950 and 3750 Ethernet switches

o

Cisco Call Manager and VG248 gateway voice equipment

o

Promina 400 broadband services delivery platforms from net.com

o

HDX PBX switches from Redcom

o

NetScreen 25 and 5XT firewalls from Juniper

o

• Provided services for over three hundred subscribers by providing Twenty-four

hour support to five separate locations resulting in becoming recognized for

superior regional service.

112th Special Operations Signal Bn.

08/2001 - 12/2005 Ft Bragg, NC

• Team Chief tasked with Network Administration duties Providing Secure, and

Non-Secure Internet, Digital Voice Telephone Service, and Video

Teleconferencing via Satellite Communications to Special Forces Groups,

Deploying Worldwide at a moments notice to remote locations.

• Performed installation, configuration, troubleshooting and routine maintenance

for the entire voice and data network package at a field environment site which

entailed User and Group administration, network connectivity, and installation of

Promina 400/800 Multiplexor equipment, Cisco 2600, and 3600 series Routers

and RedCom Post Branch Exchange IGX Telephone Switching Systems.

• Performed Network Installation, Configuration, and Administration of both

Military and Commercial off the shelf equipment in demanding environments,

managing to meet or exceed all Service Level Agreements, and receiving the

Army Commendation Award for Meritorious Achievement.

3rd Special Forces Group

11/1999 - 08/2001 Ft Bragg, NC

• Supervised, and performed as senior team member, in the installation,

operation, employment, and direct support systems maintenance of large and small

electronic telephone switches.

• Performed duties as a Telephone Switching Systems Operator/Maintainer (25F)

on a Node Center Switch (NCS) making up the backbone of the MSE system and

providing connectivity through the use of extension switches, Large Extension

Nodes (LEN’s) and Small Extension Nodes (SEN’s), and Radio Access Units

(RAU’s). In order to communicate with other mobile and wire telephone users

throughout the theater, the Radio Access Units allowed the Mobile Subscriber

Radio Telephone (MSRT) to interface into the MSE system through the NCS,

LEN or SEN. The MSE system enters the TRITAC network through a switching

gateway, theAN/TTC-39, which provides the mobile commander or staff the

ability to communicate with their higher headquarters.

EDUCATION:

Central Texas College, Associate’s Degree, Computer Science - Information Technology

1999-05 GTE Electronic Switching Systems, Operator / Maintainer

2001-11 INOVA Tech, Cisco Certified Network Associate (CCNA)

2001-11 Global Knowledge, IT Boot Camp

2006-08 Multi Protocol Label Switching (MPLS), Army-e-Learning

2006-07 Microsoft SMS 2003: Key Features and Enhancements, Army-e-Learning

2006-07 Getting Started with Windows Server 2003, Army-e-Learning

2007 Windows Server 2003: Basic Concepts, Army-e-Learning

2008 Compu Master Cisco Routing Fundamentals

2009 Sunset Learning Unified Contact Center Enterprise IP/IVR

2010 Cisco Systems CCNA Voice Bootcamp

Contact this candidate