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Oswego, Illinois, United States
May 19, 2017

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

Oswego, IL. 60543



Analytical technical support representative adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Levelheaded and calm in stressful situations with well-developed people skills.

Technical Skills

Collaboration Architecture

Cisco Unified Communications Manager (CUCM Version 3.0 to 11.5)

Unity Connection (UCxN/CUC Version 6 to 11.5)

Cisco Unity (Old windows Versions Version 3 and 4)

Cisco Emergency Responder (CER)

Unified IM & Presence (IMP/CUPS )

Cisco Video Endpoints (IP Phones, DX series, MX series, SX series, Legacy cisco telepresence systems

Cisco Telepresence MCU

Cisco TelePresence Management Suite (TMS)

Cisco Voice Gateways (H323, SIP, MGCP)

Media Gateway Control Protocol


Cisco TelePresence Video Communications Server VCS and VCSE

Skinny Client Control Protocol SCCP

H.323 protocol

Cisco Unified Border Element (CUBE)

VMware ESXi

Cisco Jabber For PC, MAC, IPhone, and android (Jabber = IM&P or WebEx Connect) Jabbeer IM, Jabber phone control, Jabber Voice

Session Initiation Protocol (SIP)

Media Gateway Control Protocol (MGCP)

Survivable Remote Site Telephony (SRST)

Real Time Monitoring Tool (RTMT)

Sagemcom XMedius FAX Server

Unified Contact Center Express (IPCC express 3.0 to UCCX 11)

Cisco Call Manager Express

Cisco Unity Express

Cisco Unified Information Center (CUIC)

Cisco Unified SIP Proxy (CUSP)

Video Communications Server (VCS)

Calabrio (QM and WFM)

Cisco MediaSense

Cisco VCSC and CXSE

Cisco PC software (IP Comunicator (IPC), IP Softphone

Sagemcom XMediusFAX

Supported Services








MS-Exchange (Basc)










MS office

Cisco IOS


Cisco ASA 5500, 5500-x (Basic)

Cisco Route Switch 2851, 2960, 3750, 45XX, 65XX, Nexus, CSR 1000V 2900, 3900, 2800, 3500, 3500, ASR10XX, 4000 (Basic)

Microsoft SQL (Basic)

Microsoft Active Directory (basic)



SR. System Support Engineer

Team Lead (voice) for Sentinel Support Services

Senior System Support Engineer

As a Team Lead/Sr. System Support Engineer, I provided technical assistance/support/guidance to customers and co-workers on a wide range of issues. While working within the Cloud, Managed Services, and High Availability Network Support teams I had a wide range of responsibilities including but not limited to Monitoring, troubleshooting, support, repair and installation of network infrastructure (Router / Switches / Servers). Specializing in telecommunication infrastructure, specifically Cisco Unified Communications (Cisco UC), Cisco Unified Communications Manager (Call Manager), Presence Server, Contact Server Express, Voice Gateways, CUBE, Expressway. While making striving to provide timely and accurate resolutions to our customers.

Design, Implementation, Move, Add and Changes (MAC), upgrades, troubleshooting, worked include Cisco Call Manager 3.0 to 11.5, Unity, Unity Connection 9.x - 11.5, H323, MGCP gateways, SCCP, SIP, UCCX, SIP, wide array of endpoints.

Provide technical remote/on-site support directly to customers and Sentinel Corporate systems.

Perform remote/on-site analysis, testing, troubleshooting, installation and upgrades for Cisco Video Conferencing quipment

Support Sentinel Customer Service Call Center operations Center and Distaster Recovery center

Implementation of Sentinel Cloud infrastructure for Cisco Voice/Video and Sentinel Cloud SIP Cutovers.

Perform SIP migrations for customers moving from ISDN to SIP offering.

Escalation point for NOC, Co-workers, and management on a wide array of issue.

Effectively prioritize and direct the execution of tasks in a high-pressure environment.

Complete Move, Add and Changes, Troubleshoot, patch/upgrade, and instalation of Sentinel’s and external customer systems

Design and Plan upgrade, migrations and instalation for Sentinel and external customers

Infortel Fax server (mutli-tenant) installation, maintenance, upgrade, and administration

Intrado administrator (e911) implementation, testing, and administration.

Installed, maintained, and administration of XMedius Fax server (High avavablity)


Network Engineer – Customer Network Support (May 2001 – AUG 2013)

As a Network Professional, I provide technical assistance in defining, isolating and troubleshooting issues to the appropriate resolution, creating technical documentation and procedures to accurately isolate issues. Network Engineer Professional serves as the Tier 2/3 support for all Data Services MPLS/VoIP and CPE customers. This position is responsible for troubleshooting customer’s entire data network from end-to-end.

Skilled in System Design and implementation with Cisco Call-Manager 3.x -7.x

Cisco Unity and Unity Connections.

Manage and Maintained Multiple customers with more than 1200 locations and more than 30,000 Phones.

Answer calls from internal and external customers, technicians, network facilities, and product vendors.

Provide technical phone support directly to customers for their Cisco Unified Communications, Avaya IP Office, Business VoIP and Video-Conferencing Network.

Excepted Escalations from co-workers, management, customers, senior executives, AT&T office of the President (FCC, Public Utility Commission).

Perform remote analysis, testing, and trouble shooting for all forms of video conferencing equipment.

Act as a liaison between customers, vendors of video equipment, Cisco Unified Communications, Avaya IP Office, Business VoIP and Video-Conferencing Network and network facilities.

Act as a signal point of contact for AT&T Global IP Voice Unified Solutions.

Contact network to report and update trouble on ISDN, T1, T3’s, DS3’s, and fiber circuits.

Lead training to co-workers in products currently supported.

Walk customers through configuration setting on their video conferencing equipment, Cisco Unified Communications, Avaya IP Office, Business VoIP and Video-Conferencing Network.

Assisted in training new video, date and VoIP engineers.

Work with tech support engineers from product manufacturers to resolve complicated problems.

Assists in the rapid assessment of both the nature and severity of customer problems and initiates calls to various support organizations as needed.

Must make effective decisions to resolve complex customer issues based on generally defined guidelines in a cost effective manner.

Create new processes for troubleshooting efficiently for maximum time to restore.

Assisted Management in Hiring of new Engineers (Tier 1-3).

Fox Valley Education Alliance

Video Network Technician (Feb 2000 – May 2001)

Maintain Alliance microwave links.

Create an inventory of all equipment and spare parts for the Fox Valley Education Alliance.

Provide phone support to technical staff.

Contact vendors and arrange for defective or broken equipment to be returned and repair.

Act as single point of contact for all institutions in alliance, on technical issues.

Support and train staff.

Research and propose new and more effective technologies.

Implement all new software and hardware upgrades in a consistent manner.

Function as liaison between Fox Valley Education Alliance and other consortia technicians.

Chair monthly meetings of a technology committee.

Illinois Valley Community College

Distance Learning Aid (NOV 1998 – APR 2000)

Day to day operation of two-way interactive video rooms and two-way interactive video bridging.

Service Equipment (CODECS, Mixers, Madges, Cameras, Microphones, In-house wiring, MCU, Etc.)

Trouble shooting of two-way interactive video rooms (V-Tel and CLI)

Installation of new two-way interactive video rooms.

Design and lay-out of new two-way interactive video rooms.

Maintain and trouble shoot T-1 lines.

Develop and write Training Instructions for Interactive video rooms.

Contact vendors arranging for defective equipment to be replaced.

Research H.323 as alternative’s to H.320.

Assisted in class room upgrade at different institution


Illinois Valley Community College

Studied Criminal Justice – 1999-2000

University of Illinois

Police Training Institute - 2001

United States Coast Guard

Machinery Technician “A” School - Yorktown, VA – 1998

United States Coast Guard

Recruit Training - Cape May NJ - 1997

Completed Two Non-resident Coast Guard courses (Mission and Management)

Fieldcrest High School

High School - Diploma - 1997

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