Engineer Technical Support

Andrew Maniscalco

**** ********* ***, ***. *** West Palm Beach, FL 33409 - 516-***-**** - **********.******@*****.***

Professional Summary

Commitment Leadership Integrity

Dedicated professional with an extensive background in state-of-the-art global communications and electronics systems that is seeking a position within a high profile organization that can effectively utilize an individual with diverse abilities in operations, planning, and front line supervision

Professional Experience

Health Care District of Palm Beach County – West Palm Beach, FL 2017-2017

Network Voice Engineer

Responsible for all phases of troubleshooting, configuration and implementation of the UC environment; which included a five node cluster Call Manager.

Working on CUCM, CUC, UCCX IM&P versions 9x

Managed VistaPoint Attendant Console for multiple receptionists throughout the organization

Pulled native CDR reports for customer satisfaction or to aide in troubleshooting calling issues

Set up remote locations and integrated call flow with existing SIP trunks

Configured Wireless LAN controllers 2500 series for deployment at remote location. Set up SSID, passwords and integrated wireless phones with CUCM.

Mount Sinai Medical Center – New York, NY 2015- 2017

Telecommunication Network Engineer II

Responsible for all phases of troubleshooting, configuration and implementation of the UC environment; which included a seven node cluster Call Manager, two node cluster Cisco Unity Connection, and two node cluster Cisco Unified Communications Solutions.

Basic VMware functions with UC environment

Responsible for the role out of remote site implementation

Responsible for all Move, Adds, Changes and Deletes for all UC locations

Responsible for and single point of contact for over 4,000 endpoints

Assisted with in-house Voice Infrastructure and provided Tier 3 support for the MIS group that controls the Voice Infrastructure

Knowledgeable of SCCP, SIP, H.323, MGCP, ISDN, MTP and various codecs

Troubleshoot SIP, PRI and Analog voice circuits

Work with Vendors to manage quotes, procurement timelines, and delays

Provided High level support globally utilizing CUCM 10.5, Unity 10.5, UCCX 10.5, CER 10.5

Pulled native CDR reports for customer satisfaction or to aide in troubleshooting calling issues

Configure SRST for survivability mode during down situations

Configure Cisco Desktop Supervisor, Agent and utilize UCCX editor for prompt management.

Ability to organize, prioritize and work under extreme work pressure with heavy work load and deadlines

Management and troubleshooting of voice gateways and VG224

Verifying layer 2 and 3 connectivity for CUCM, Unity, IP Phones and voice router configurations

Verifying dial peer, dial plan and debugging issues when they fail

Build route patterns for 4 and 5 digit dialing to interact the medical center’s Siemen’s PBX system

Performing customer consultation including supporting the voice infrastructure, designing, planning and implementation.

Responsible for implementing call routing and customer translations.

Responsible for providing customer with recommended solutions to prevent future incidents

Worked with senior staff and management on projects encompassing growth, testing and management of the company’s IP network

Excellent with documentation and providing Visio of new projects after deployment.

Ability to work effectively with limited supervision

Globecomm Systems, Inc – Hauppauge, NY 2014 – 2015

IP Network Engineer

Responsible for network design, planning, testing, implementation and assistance in the maintenance of all routers, switches and transport equipment to ensure optimum performance at all times. As part of the team, design, implement, configure and maintain the network circuit redundancy via layer 2 switching and/or layer 3 routing to minimize network downtime

Responsible for all Voice Infrastructure for customer which consist of but not limited to CUCM, CUC, Asterisk, Voice Gateways

Assisted with in-house Voice Infrastructure and provided Tier 3 support for the MIS group that controls the Voice Infrastructure

Knowledgeable of SCCP, SIP, H.323, MGCP, MTP and various codecs

Pulled native CDR reports for customer satisfaction or to aide in troubleshooting calling issues

Worked with senior staff and management on projects encompassing growth, testing and management of the company’s IP network

Part of 2nd tier technical support for Customer Support and NOC – handling incidents and phone inquiries

Responsible for configuring and troubleshooting Cisco/Juniper firewalls for VPN site-to-site and client configurations to sites all over the world

Set up policies as access is needed with ACLs all the way down to the protocol port. Utilize debugs and log files to troubleshoot issues with connectivity and resolve them by analyzing the data

Provided IP network support of new and existing services and features

Tested network configurations, including routing policy, traffic engineering, and inter-device operation

Generated documentation for new technologies for use by Engineering and Operations

Work with Vendors to manage quotes, procurement timelines, and delays

Oversee adherence to network design and configuration standards

Participated in the "on call" pager rotation with other members of the team

Documented engineering solutions in accordance to in-house standards including but not limiting to the following documents: Detailed Engineering Requirements, Detailed Reference Design, and Detailed Integration Test Plan documents;

Troubleshoot IP network problems quickly and help provide sound engineering solutions by maintaining deep knowledge of Telecom and Data Network architecture, topology, and up-to-date configuration details.

Presidio/ Bluewater – Hauppauge, NY 2013 – 2014

Blue Engineer 2/ Voice Engineer

Monitored data, voice, and voice-over-IP (VOIP) networks. Performed crisis management, incident diagnostics,, and remote troubleshooting for several companies and government organizations in a mission-critical constant (24 hours a day, 7 days a week, 365 days a year) in a NOC environment.

Responsible for all Move/Add/Changes that occur during the work shift.

Working Knowledge of Cisco Call Manager

Working Knowledge of Cisco Unity

Working Knowledge of United Contact Center Express

Pulled native CDR reports for customer satisfaction or to aide in troubleshooting calling issues

Responsible for mentoring Delivery Center Technicians

Responsible for providing customers with recommended solutions to prevent future incidents

Responsible for resolving Unified Communications/IP Telephony Issues

Proficient in Remedy and SNC ticketing systems

Presidio/ Bluewater – Hauppauge, NY 2012 – 2013

Blue Engineer 2/ Routing and Switching Engineer

Responsible for remote troubleshooting and configuration of customer networks

Responsible for providing customers with recommended solutions to prevent future incidents

Identify and troubleshoot network outages and coordinate a resolution with carriers and client staff within the guidelines specified in SLA

Pro-actively monitor the network, network services, and systems both for client and internally. Resolve issues in a timely manner in accordance with specified support contract terms

Work with equipment vendors and voice/data carriers to determine root causes of outages, schedule testing and follow-up, create service tickets, and act on behalf of customer to coordinate carrier site dispatches

Proficient with Cisco IOS and fault isolation. Knowledge of Cisco Call Manager, Unity and UCCX.

Knowledge of 2800, 2900, 7200, 7600 series routers

Knowledge of Catalyst switching

Knowledge of L2/L3 switching, VLAN, port security

Knowledge of routing protocols; OSPF, BGP, EIGRP and RIP

Knowledge of WAN connectivity; T1/T3, OC3, OC12, MPLS, Frame-relay and ATM

Knowledge of Rapid Spanning-tree, Spanning-tree and VTP

Computer Network Solutions – Islandia, NY 2008 – 2012

Network Engineer/Team Lead

Served as the lead liaison both technically and administratively for the company's largest client

Proactively monitored and ongoing support of client networks and network devices ranging from small offices to enterprise class organizations consisting of 800+ branch offices

Identify and troubleshot network outages while working with carriers and client staff to resolve outages within guidelines specified in SLA

Meet and worked closely with high value clients soliciting feedback to identify gaps and ensure their needs were met

Provided guidance, instruction, direction, and leadership to NOC analyst for the purpose of achieving a key result or group of aligned result

Participated in the ongoing development of our monitoring strategy with the goal of streamlining internal processes and maximizing workflow automation.

Provided guidance, instruction, direction, and leadership to NOC analyst for the purpose of achieving a key result or group of aligned results

Responsible for monitoring break-fix and other operational duties as assigned

Responsible for third level technical trouble resolution, proactive monitoring, and internal/external communication including interacting with vendors to ensure timely resolution of trouble reports

Utilized incident management (ensuring all alerts/issues were accurately logged, reported and escalated appropriately)

Provided incident monitoring, updates, customer communication via voice and email.

Monitored network management tools and react to alerts by following documented escalation procedures

Worked with equipment vendors and voice/data carriers to determine root causes of outages, schedule testing and follow-up, create service tickets, and act on behalf of customer to coordinate carrier site dispatches

Proficient with Cisco IOS and fault isolation. Knowledge of Sonicwall Firewalls, Citrix Metaframe, Exchange server, Barracuda spam filter, TCP/IP protocols, DNS, DHCP, VPN and other networking principles

Troubleshot network and server problems for fault isolation

Responsible for the production and up-keep of various customer's run-books. Created, updated, and maintained internal documentation stored on a sharepoint server

Served as a point of escalation for Network Analysts

Exercised technical judgment in making adaptations and modifications

Computer Network Solutions – Plainview, NY 2007 – 2008

Network Analyst

Pro-actively monitored the network, network services, and systems both for client and internally. Resolved or escalated any issues in a timely manner in accordance with specified support contract terms.

Followed agreed procedures, received requests for assistance via email or phone in a pleasant and professional manner.

Performed network monitoring, troubleshooting, and reporting of client’s internet circuits.

Active team player in the Network Operation Center.

Utilized incident management (ensuring all alerts, issues were accurately logged, reported and escalated appropriately)

Cablevision – Melville, NY 2006 – 2007

Technical Service Representative – Level 3

Responsible for publishing and maintaining technical support webpage.

Working with customers over the phone, and remotely to resolve technical problems.

Troubleshot TCP/IP, DHCP, RF signal connectivity and other network issues.

Provided effective support for VOIP telephony systems

Support multiple OS platforms including; Windows vista, XP, ME, 2000, 98, 95, Macintosh OS, and various Linux platforms.

Troubleshot Exchange server/email issues for Outlook 2000, 2003, Mac Mail, Entourage, Incrediamail, Eudora.

Provided effective and consistent technical support for Citrix software, Terminal server, Remote Desktop, and VNC.

Utilized Remedy software for documentation/ticket tracking purposes and dispatching service technicians to field sites.

Effectively worked as part of a team to obtain the highest standards and award winning call center honors.

Education

Associate of Arts

Nassau Community College - Garden City, NY

CCNA Route/Switch January 8, 2014

LIC# 416463357102COUK

Digium Certified Asterisk Administrator

March 12, 2015

ITIL April 22, 2013

LIC# 473***********

Network A+

Learning keys - Online

References

Exceptional references available upon request

Contact this candidate