Engineer Customer Service
Resume:
Stanley Rocourt
**** ******** *** ** **** Bay, FL 32908
*************@*****.***
Profile
Motivated, personable business professional
Over seven years of experience in LAN, WAN, and VoIP deployment, operation, and maintenance. Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of meeting stringent deadlines.
Skills Summary
• Cisco Certified Network Professional • Report Preparation
• Written Correspondence • CUCM Administrator
• Unity Administrator • Computer Savvy
• IPCC • Customer Service
• UCCX • General Office Skills
• Active Directory • Front-Office Operations
• Payroll/HRIS Specialist • Professional Presentations
• Windows operating systems • Mac operating systems
Professional Experience
Robert Half – Orlando, FL
VoIP Consultant, 02/2018 to Present
Provide support for VoIP migration. Device rollout and setup, training and ticket resolution. Provide support in all aspect of deployment including cable run, drops installation, rack and stack, cable patching, 66 blocks, 110 blocks punch downs.
Harris Corporation - Melbourne, FL
Network Control Specialist, Contract 06/2017 to 01/2018
Provide Technical support for a large network including some military system. Handle first line of support for customer and field calls into an operations center. I monitor, analyze, and troubleshoot network problems within an operations center utilizing network management and monitoring tools. Resolve problems using internal and external groups as needed to correct issues on the network and interact with the customer.
Wells Fargo – Melbourne, FL
Collaboration Engineer, Contract 11/2015 to 4/2017
Supported project entailing upgrading call processing and voicemail functionality for sites. Built sites in CUCM clusters as needed prior to migration. Coordinate migrations with vendors and other network engineers for successful migrations. Troubleshoot and resolve all phone issues prior to migration. Knowledgeable of telephony protocols: SIP, SCCP, MGCP, PRI, and H.323. Process MACDs as needed. Provide Day2 support to client.
CSI Technology Inc.- Nashville, TN
Consulting VoIP Engineer, Contract 04/2015 to 11/2015
Contracting engineer on various implementation projects. Provide support during upgrades and deployments. Device setup and CUCM configuration per client's specification. Troubleshoot issues with IP phones, and end user's devices. Gather departmental data for CUCM implementation.
Create process BAT files for user migration from CUCM 8.6 to 10.5.
Presidio- Brentwood, TN
Collaboration Engineer, 09/2012 to 02/2015
Member of the deployment team for HCA OneVoice project. Nightshift lead engineer, responsibilities included manage contractors during equipment rollout, provided Day2 support to client, site survey, rack and stack, and all aspect of the deployment.
Routers and switches installation and configuration, SRST configuration, CER design, CUCM 8.6, 9.1, 10.5, Unity and UCCX servers installation and integration. Provided hands-on assistance by troubleshooting issues with all phone equipment failures and service issues. Provided end-user training and support prior to cutover. Process tickets using Remedy ticket system. Inventory all for PBX cards and phones prior to removal of old equipment.
EVM Engineering- Albuquerque, NM
Voice Engineer, Contract 3/2012 to 7/2012
Worked as a consultant. Provided additional support for cut-overs and other voice related projects. Conducted site surveys and roll-out support when needed.
CC-OPS – Culver City, CA
Consultant Engineer, 6/2010 to 2/2012
Provided support for the USDA Forest Service HR contact center in the area of VoIP implementation, operation, and maintenance. Process tickets from Right Now ticket system, installed and managed IP phones for a contact center with over 500 Users. Carried out weekly maintenance for a large cluster located in Albuquerque, NM. Supported project entailing upgrading call processing and voicemail functionality for the Southwest clusters from Cisco Call Manager 4.3 and Cisco Unity to Cisco Unified Communications Manager (CUCM) 8.4 and Cisco Unity Connection 8.4. Working knowledge of Cisco IVR. Used Cisco call recording for incoming calls using Cisco Desktop agent in contact center environment. Implemented Cisco UCCX in contact center environment.
Other Responsibilities:
• Traveled to customer sites to perform site surveys for wireless network.
• Install wireless Access Points in large office space according to site surveys.
• Performed on-site cabling for users from Cisco Switches to Work Station Interfaces.
• Provided customers with clear and accurate technical solution documents with the use of Microsoft Office and Microsoft Visio.
• Conducted training sessions for users on IP phones and the VoIP infrastructure.
• Managed IPCC for the USDA Forest Service HR contact center.
AVIS - Sunrise, FL
Owner, Operator 2005 to 2009
Owned and operate two Avis agencies. Managed all aspect of the business including six employees. Acquired and maintained several corporate accounts with local businesses. Created a customer base mostly on excellent customer service which made up about 70% of the revenue.
Principal Assets - NY, NY
Payroll Solutions Consultant, 2000 to 2005
Worked as a consultant at customer sites. Provided support to local staff during implementation of new payroll system (ADP, Ceridian, Kronos). Maintained database accuracy for HRIS systems using PeopleSoft. Process payroll for large enterprises.
Certifications
CCNA Voice, CCNP Voice
Education
Jersey City University- Jersey City, NJ
Business Administration
Nashaad Institute of Technology- East Orange, NJ
Network Administration, Help Desk support
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