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Engineer Technical Support

Raleigh, North Carolina, United States
February 08, 2018

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Raleigh, NC. Phone: (919) *** –**** Work Status - U.S. Citizen.

Brief Summary: Electronics and Telecommunications Engineer with Bachelor Degree. Many years of professional work experience in the Telecommunication, Networking and Electronics industry. Experience includes working for small, medium and large Organizations in various departments and roles

Technologies: Include Cisco Unified Communication Products, VOICE, VoIP (MGCP, SIP, H.323, SCCP), Telecommunications, SONET, ADSL, DLCs, WANs, PCM/TDM Switching and Microprocessor based Systems.

Departments: Include System Architecture, R&D, Product Design, Application Engineer (TME), Testing/Certification, TAC, Service Planning, High Level Design, Pre-Sales, Customer Support, Manufacturing, Q.A., NOC and Training Junior Engineers.

Education: B.S. Electronics and Telecommunications

Professional Experience:

First Citizens Bank Raleigh, NC U.C. Engineer Consultant 2017-2017

As a U.C. Support Engineer worked with Cisco Collaboration components such as CUCM, Unity and CUPS. Responsible for Incident and request tickets queues. Responsible for working with the SIP Carrier, Verizon to resolve call Routing issues.

Responsible for working with the Cisco TAC team and internal Architecture team to find out root cause and resolve Critical issues.

Support for Migration from Traditional Telephony to Cisco Voice Platform – uploading the CSV files and supporting the field Engineers for voice cuts carried out after Business hours and on weekends.

Bank of America Charlotte, NC U.C. Engineer Consultant 2015-2016

Responsible for Testing and Certifying Cisco U.C. Solutions for Bank’s Voice Network consisting of CUCM Versions 8.x - 11.x.

Responsible for POC, Testing and Certifying SIP Based solutions for the Enterprise before it is released to Production.

Lead development of test plans for testing, based on the design provided by the Architecture group. Discuss the test cases and test plan with the Architecture group for review and approvals. Need to work with the Cisco TAC to resolve critical issues. Provide the completed test plan results to the Architect group. When the results are accepted, issue the certification and work on the EWO (Engineering Work Order) document to be provided for the Engineering & implementation group.

Infosys Berlin, CT U.C. Engineer Consultant 2014-2015

Take ownership and complete responsibilities to manage client’s CUCM based VoIP network including the Voice Mail system. Planning and Design to replace PRIs with SIP trunks for cost savings and efficiency.

Responsible for Incident & MAC tickets. Assigning the tickets to the Engineers and managing the offshore Team. Escalate and work with the Cisco TAC to resolve issues. Work with the Clients vendors supporting the Infrastructure.

AT&T LABS Durham, NC VoIP- U.C. Engineer Consultant 2009-2012 & 2013 –2014

Worked closely with Cisco Business Unit to make sure the Cisco Unified Communication Product portfolio is in compliance for providing Dual Stack and Pure IPV6 Services for AT&T clients. Needed to regularly update the Development and timelines to upper Management. Worked on integrating CUCM with AT&T VM system

Part of the Solution Architecture team to provide SIP based solutions for Medium and large Enterprises.

Authored Technical Services/Design document detailing Technical, Testing and Certification Requirements for providing Dual Stack/IPV6 Unified Communication services to AT&T Clients. This document is the reference guide for Compliance Testing used by the Labs group, as well as the S/W development and field Implementation groups.

High Level Design and Service planning for B-VoIP and IPV6 Compliance projects for AT&T’s IPT Products

Member for Business VoIP Projects (IPTF, IP Flex and VDNA) and other Managed IPT projects developing IPV4-IPV6 Migration and responsible for gathering Technical requirements and providing solutions.

Worked closely with Vendor Integrated Research for developing the Management Tool – Prognosis to be compliant for Dual Stack /Pure IPV6 Compliant for AT&Ts Unified Communications Services.

Cisco Systems Durham, NC U.C. Engineer 2006 –2009 & 2014-2014

Work with Cisco’s Enterprise IP Telephony products such as Call Manager/CUCM and Unity. Call Manager Acts as a call agent and supports MGCP, H.323, SIP, SCCP protocols for call signaling and call control to provide IP PBX features to the enterprises. Unity supports all the Voice Mail features required for the enterprises.

Member of the Cisco Remote Operations Group, supporting Merrill Lynch client. Responsible for working Incident and MAC tickets. Responsibilities also included explaining the system features and training the users for using the features and the system.

Trained Engineers in the MAC Group and implemented Q.A. procedures to eliminate the errors on the MAC tickets worked. Consistently maintained and frequently exceeded Customer Satisfaction.

Set up the CUCM & UCCX 9.x and 10.x Virtual Machine clusters in the Lab for testing/simulating various customer field issues/scenarios and to resolve them by finding out the root cause from the RTMT logs and Wire-Shark tools. Set up included the CAD and Cisco 79xx series IP phones

Familiar with UCCX, UCCE, CUPS/Jabber, CER and DOCSIS.

Cavalier Telephone Richmond, VA Senior Voice/VoIP Engineer VoIP services 2003 –2004

Worked with Lucent’s iMerge, a PSTN Gateway/Call Agent supporting GR 303 and MGCP/H.323 protocols for providing public VoIP services for residential customers and small businesses.

Evaluated and tested the suitability of VoIP adapters/CPE for residential and business services.

Trained product Managers, Sales personnel for product and service features Trained tier 1 and tier 2 support people for trouble shooting and taking VoIP user trouble calls.

AT&T Wireless- Redmond, WA Systems Architecture Engineer VoIP Consultant 2001 – 2003

Member of AT&T Fixed Wireless SAAT (System Architecture for Advanced Technologies) team focusing on VoIP Concepts, Feasibility study, system definition and working with Packet Voice solutions.

Evaluated and tested the suitability of VoIP, FoIP gateways to work with the proposed Network architecture. Used the simulation software to measure Latency, Packet Loss, Jitter, and congestion parameters with Network Emulation Techniques. Collaborated with vendors to fine tune these products for our network.

Prepared FRD for Call Agent and evaluated PSTN gateway I-merge as well as PSAX, for voice compression

Improved Base Station call completion rate from 94% to 99.99%, by analyzing the errors during the s/w development cycle Used Abacus as well as Ameritech Bulk Call Generators supporting GR303 /V.25 and worked with the s/w development teams for improving the call completion efficiency.

Broadband Technologies Durham, NC Senior Pre-Sales/TME/TAC Engineer Consultant 1999-2001

Played a key role for System test, Application Engineering and provided pre/post sale Technical support for Plaint 3000 System - A DLC providing DSL, ISDN, Fractional T1, and POTS services. Supported legacy systems FLX 1100 and FLX 2500 products providing Telephony, Data and Video applications

Developed a test plan to test the System features, control/Interface cards as well as writing test procedures and flow charts for trouble shooting. Set up the Lab network consisting Abacus BCG, Fore ATM Switch ASX-200, Cisco 7500 Routers

Alcatel USA Raleigh, NC Pre-Sales/TME Engineer SONET/ADSL Consultant 1998-1999

System Engineering and Design of Linear and Ring networks based on Alcatel 1602 SE/SM/SMX Add/Drop Multiplexer that provides OC-3/OC-12/OC48 high-speed interfaces and DS-1/DS-3/STS-1/OC-3/OC-12 low speed drops with rooming capabilities. Responsible for ADSL System Engineering/Configuration for carrier companies.

Responsibilities include Application Engineering, responding to RFPs, Pre/Post sale technical support, Project Management for Carrier Companies.

Played a key role for getting orders for many small, medium, and large size SONET networks while competing with Nortel Networks, Lucent technologies and Fujitsu products.

Graphnet, Inc - Teaneck,NJ Network Engineer NOC/ WANS 1996-1998

Responsible for maintaining the WAN network by managing the NMS and providing on site and remote technical support to all users of the network and interacting with the PTT carriers. The company’s Global Wide Area Network has Unix Machines in the nodes, NETRIX NMS and Tandem Mainframe located in the H.Q. The Network applications include Packet Switch Services carrying application specific file transfers and carrying store/forward bulk FAX, and Telex for Enterprises.

Developed the backup procedures and configured various new alarms in the NMS thereby by improving efficiency of the network.

Short terms courses completed: Basic Networking, Inter Networking with TCP/IP, C under DOS and UNIX, Microprocessors, Assembly language.

Short terms courses completed: Basic Networking, Inter Networking with TCP/IP, C under DOS and UNIX, Microprocessors, Assembly language.

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