Cisco Voice Engineer
Resume:
DANIEL MEADOR
*** ******* ***** • Cincinnati, Ohio • 45238
Phone (513)- 226- 5908 • E-mail: ********@*******.***
OBJECTIVE:
To find a position with a reputable company that is looking for a creative, outgoing, and dependable individual. To find a home with a company that will help me hone my skills in the Information Technology field.
EXPERIENCE:
CDK Global Norwood, OH.
Client Technical Analyst 1 Dec. 2015- Dec. 2017
Cisco VoIP support for North American automotive dealership industry.
Configuration and support for Cisco VoIP hardware and software.
Experienced with Cisco core VoIP software:
CUCM - Move/Add/Change, End User setup & administration, Translation
Patterns, Hunt Pilots, MOH Setups and Updates (multicast or unicast),
Route Patterns, SRST/Fallback troubleshooting, OS Administration,
CUCM Backups, Phone Firmware Updates, Mobility/SNR, and more
Unity - Auto Attendant Setup/Administration, End User Importing/Updating
vmail, AA Schedules, Holiday Schedules, CUCM Integration, and more.
CUPs - (IM & Presence) Jabber installs and troubleshooting
CTI - CDRs, Call Recording, Cisco Attendant Console install, setup, and
troubleshooting, and more.
UCCX - Basic script editing for Call Variable fields in Agent Desktop, Basic Call
Distribution.
Supported everything from Phone/User/Vmail changes, to call flow changes, to system reboots, to system downs.
Frequent use of routing/switching CLI for various troubleshooting, PRI changes for clients, and more.
Worked with carriers, like L3 and Verizon.
Worked from a high volume ticketing system that requires frequent collaboration with other teams, as well as on-site FSRs, local or 3rd party IT personnel, or company execs.
Time Warner Cable Blue Ash, OH
ICOMS Bridge Specialist Oct. 2013- Aug. 2015
Tier Three Network Support Specialist 1 Jan. 2011- Oct. 2013
Tier 3 technical phone support for all Time Warner Cable services.
Proactive monitoring of residential service networks from hub level to node level over five divisions in thirteen states.
Worked with area TOCs and Video NOC on service or channel outages.
Routed inbound customer calls between in-house and outsourcer call centers in order to maintain target hourly/daily service levels.
Recorded customer-facing IVR messages to notify of service/channel outages in order to mitigate call queue volume and customer hold times.
Proactive monitoring of Level One High Viewership PPV events.
Siemens PLM Software Milford, OH
Data Center Specialist/Account Administrator Apr. 2008 - Jan. 2010
Monitored company servers and network devices
Monitored daily/monthly data backup operations
Set up and supported external accounts for proprietary software suites
Critical Situation procedures and escalation
EDUCATION:
ITT Technical Institute – Norwood, Ohio Sept. 2001-2003
A.A.S. – Information Technology – Computer Networking Systems
Cumulative G.P.A – 3.57
REFERENCES
PROFESSIONAL
Keith Krallman
Tier 2 IPT Support
CDK Global
4600 Montgomery Road
Norwood, Oh. 45212
Brian Books
Tier 2 IPNS Hosted Phone Support
CDK Global
4600 Montgomery Road
Norwood, Oh. 45212
Phil McCabe
Data Center Specialist
Siemens PLM Solutions
2000 Eastman Drive
Milford, OH 45150
PHONE: 531-***-**** • E-MAIL: ********@*******.***
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