Engineer Information Technology
Resume:
Christopher Dwayne Taylor
Pittsburg, CA 94565
***********.******.******@*****.***
Objective:
To take on a challenging and high performance role in a competitive work atmosphere. To implement expertise and experience gained through discipline to develop the skills to handle complex projects with efficiency, quality, and desired results. Has the ability to work in a fast paced and diverse environment with a desire to always improve education, communication, professional, and organization skills. Dependable highly motivated team player with the capability to manage time that is willing to assume higher levels of responsibility. Ability to multitask and perform assigned tasks alone or in a team to reach a specific goal.
Education:
Bachelor’s Degree - Marshall University, West Virginia
IT Business Course(s) – Kyungpook National University, South Korea
oIntegrated Sciences and Technology/ Computer Forensics
Professional Experience:
Hill-Rom, Inc. San Francisco, CA Oct 2016 – Current
Implementation Engineer
Responsibilities:
Organize, manage, and lead multiple project implementations in a healthcare environment. Lead network architecture, system fail-over, and other technical system design discussions with customer IT, MIS or biomed departments, installation contractors, and other trades as required.
Execute all installations per protocols using networking tools (TCP/IP, Routing and Switching, Subnetting, Security)
Manage and perform installation of Hill-Rom IT Solutions' and their partners' applications/systems such as Navicare Nurse Call and Centrak devices.
Configure Centrak devices to ensure efficient Real Time Locating for staff
Manipulate AutoCAD drawings/designs to accurately present the floor plan and device placement for each facility
Configure applications on servers and proprietary devices/hardware, configuring system networks and working with the customer's wired and wireless infrastructure to complete implementations.
Perform site surveys, RF surveys, develop system integration plans using multiple vendor products, & coordinate with customer IT or MIS departments.
Participate in and/or lead cross-functional team resolving technical troubleshooting to resolution throughout the implementation process.
Worked with customer IT departments to assess and evaluate network security needs and develop policies and procedures for ensuring the security and integrity of specified customer servers and network topology by understanding back-end network security.
Kaiser Permanente (World Wide Technologies) San Francisco, CA April 2014 – Oct 2016
Lead Implementation/Voice Deployment Engineer
Responsibilities:
Worked with CUCM 8.5 & 8.6, Wan Router 2951, Voice Gateway 3800 & 3900 Series
Deployed Cisco 7942, 7962, 8811, 8831, and 7925 devices
Facilitated ‘Migration/Go Live’ for Kaiser Permanente Medical Office Building(s) as the lead implementation engineer for Voice Information Technology, deploying up to 4,000 Cisco phone sets across an enterprise and meeting VoIP deadlines with the business to ensure Kaiser facility was ready for a designated due date
Reviewed and submitted Change Requests (CRQ) on a technical level to coincide with site standards: Rack and Stack Dedicated Voice Gateway/Shared Gateways/VG224/VG350/iOS upgrades, PRI Test and Turn Up, .BAT Files, CUCM/CUC/CER Site Build, SRST/MOH/Paging Testing, PBX/VoIP Migration according to both High Level Design (HLD) and Low Level Design (LLD)
Presented project update(s): root cause analysis, telco (telephone company) order, decommission process, circuit ordering, design drawings, PRI forms, and expedite requests
Performed complex telecommunications account reconciliation by submitting initial records, resulting in $50K of recovered funds for Information Technology for Colorado KPIT
Collaborated with a team of 10-20 during weekly meetings for analysis of site telephone systems in order to optimize services, cost efficiencies, and project progression while consulting with leadership to develop rapport with the business to communicate best business practices, policies, and requirements
Submit telecom order for new DID (Direct Inward Dial), Ground Start Trunks, 1MB, PRI Toll Free Numbers and circuit turn-ups (PRIs and SIP Trunks)
Migrated/Mirrored numbers from Avaya/Siemens/Nortel PBX to Cisco in coordination with AT&T, Verizon, and CenturyLink
Coordinated with DNS/TACACS team to gain security/access and deliverance of DHCP scope
Gathered asset tag information/hostname/IP/serial & model number for Verizon Asset Management Team
Analyzed Telco traffic studies for Verizon Off-boarding of Billing/Maintenance, circuit disconnect, and PBX (Siemens, Avaya) decommissioning
Consulted with UCCE and Telephony Design team on device count, delivery, and existing equipment both hardware/software
Assisted in help desk and troubleshooting configurations in coordination with the incident processes for operative support.
Followed high level standard procedures to lead project team to success project progression with little to no patient impact
Updated AT&T Database with PS-ALI/911 site specific information
Monitored debugged gateways using isdn q931, sh run, sh ip int brief, term mon commands
EDS Consulting (Aston Technologies, Inc.), Boston MA Jul. 2012 – Mar. 2014
Sr. Unified Communications Engineer
Responsible for the delivery of Cisco UC services and solutions to enterprise clients. Served as the primary technical contact responsible for providing consultative, proactive, and reactive support. Ensured technical and functional designs met business requirements.
Responsibilities:
Architect and develop standards as per HLD (High Level Design) and LLD (Low Level Design)
Design/implement features and functionality as per the LLD’s into the customer CUCM and CUC environment.
Keep architecture documentation current and review & update all documentation for quality, accuracy, content and consistency.
Analyze and evaluate existing voice and data networks infrastructure and implement architecture design with Cisco Unified Communications and Routers & Switches products.
Worked on Unified Communication Manager upgrades from the 7.1 to 8.6
Served as a lead engineer in providing UC network optimization, migration planning, and design services. Manage projects from business requirements analysis, implementation, and post-upgrade support.
Orchestrate the development of HLDs and LLDs from square 1 and provide feedback
Develop UC test plans in preparation for upgrades
Performed system audits by exporting configurations to CSV files and analyzing the data contained within. Provided recommendations for dial plan consolidation and scalability.
Provided pre and post engineering consulting to CUCM and UCCX upgrades, which involved developing procedural documentation, software bug scrub analysis, and validation in a test environment.
Enhanced the technical aptitude of internal employees’ in various UC technologies by conducting knowledge transfer sessions, delivering group and individual training, and creating user-friendly training materials.
Migrated from an existing Avaya Definity PBX to Cisco Call Manager.
Interact with vendor managed services and service providers.
Architect the strategy for Asia-Pacific region to enable WAN-based secure calling and design
Migrated from Unity Enterprise to CUC via COBRAS database migration tool.
Submit AT&T order for new Toll Free Numbers and circuit turn-ups (PRIs and SIP Trunks)
Towers Watson (Aston Technologies, Inc.), New York NY Mar. 2010 – Jul. 2012
Cisco Contact Center Engineer
Managed the delivery of Cisco UCCE services and solutions to enterprise clients. Primary technical contact responsible for providing consultative, proactive and reactive support. Ensured functional designs met business requirements.
Lead engineer for UCCE upgrade from ICM 7.2 to ICM 7.5
Architected ICM and script redesign and supervised deployment.
Created emergency routing procedures within the ICM scripting environment.
Primary duties as lead engineer included support of CVP, Call Manager and all UCCE components / scripts.
Led effort to add new upgrade of 3rd party speech recognition IVR system (Nuance).
Lead bake-off between Exony and CUIC to select enterprise reporting solution.
Created disaster recovery documentation procedures for site shutdown procedures for Call Center.
Executed upgrades of routers and switches at remote locations. Router platforms deployed were 2800/2900 and 3800/3900 series. Switch platforms deployed were 3750 stacks at the access layer.
Executed security measures with Windows and McAfee updates to UCCE environment
Serve as team liaison and lead voice engineer on QoS LAN/WAN design.
Managed and troubleshot all ICM components including Routers, Loggers, PGs (CUCM, VRU, and MR), AW, WebView, Dialer and CTIOS
Designed and implemented various ICM to SQL integrations for DB Lookups, created SQL stored procedures, DTS Jobs
Implemented ICM SCCP Dialer in preview mode as a proof of concept
Redesigned the ICM / CVP scripting standards so that call types were properly set and peripheral variables were consistent across all scripts for simplified reporting
Created an internal best practices scripting guide for all engineers as a reference
Performed CM cluster rebalancing and performed bulk imports using BAT.
Performed ICM agent, skill group, dialed number, and device target bulk imports.
Completed extensive call flow documentation for various business groups using Visio
Implemented SIP trunks to provider via CUBE
Responsibilities included implementation, maintenance, troubleshooting, and management of all call routing scripts.
Created CVP Studio applications utilizing JNDI and Web Services to pull database records and provide dynamic call data to agents.
Lead the ICM support team by guiding fellow engineers down the proper troubleshooting paths and acted as the final level of support before involving other vendors.
Communicated with various telecom vendors, service partners, and outsource providers for support of our call center infrastructure
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