Andrew A. Bely

***** ********** **

Macomb, MI. *8044

586-***-****

Education

●Bachelor of Science in Computer Information Systems, MCC, UOP

●BSB/BIS Program

Technical Skills

●Solid support background in Cisco (VoIP) Telephony.

●Supported Cisco Unified Communications Manager (CUCM) and Cisco Unified Computing System (UCS) Blade Server versions 3x – 11.x, Microsoft Server, Cisco Emergency Responder (CER), 2003/2012 R2, Cisco Unity Enterprise 7.0 with Microsoft Exchange Server 2010, Cisco Unity Express Voicemail (CUE 8.0), Microsoft Exchange Server 2013 for Voice mail, and Cisco 5500 Series Wireless Controller and APs.

●Proficient with Cisco Emergency Responder (CER) for project E911 conversation from basic 911.

●Cisco 5500 Series Wireless Controller - Created and managed wireless policies, security settings, quality of service (QoS), and set appropriate data rates 5GHz/2.4GHz on multiple SSIDs based on device requirements using the best practices for voice.

●Configured Cisco 7920/7921/7925G Wireless Wi-Fi IP Phones and Aironet Access Points.

●UCCX 10.5 - Cisco Unified Contact Center Express. Added new agents through UCS Extension Mobility and UCCX group assignments. Created new call center IVR scripts and made changes to existing scripts. Accountable for system maintenance and resolving issues with multi UCCX Call Centers.

●Cisco IM and Presence 10.5 – Fluent with Cisco IM (Instant Messaging) and Presence Service used to configure and enable Cisco Jabber Messaging, Chat, Cisco Unified Communications Manager applications, and third-party applications to increase user productivity.

●Created and supported CTI Route Points, Translation Patterns, Route Patterns, Route Plans, Route Groups, Dial Plans, Calling Search Spaces, Device Pools, and Partitions,

●CUIC 10.5 – Cisco Unified Intelligence Center. Created customized call center dashboards to allow Managers to receive real time and historical center statistics and metrics to improve overall Call Center performance.

●Pulled and connected RJ45 Ethernet and Single and Multi Mode Fiber drops within the AHSMC Lab Environment.

●Designated COMPOP connections to the correct client servers and Cisco switch port assignments, configured the switch port speed, duplex and Vlan to the appropriate settings, and assigned client reserved static IP’s through the DHCP server within the AHSMC Server Room.

●Network monitoring tools - Cisco Prime, Solarwinds, NetIQ, HP Node Manager, HP Openview, Netview, Whatsup, Ciscoworks, and VLAN Manager.

●Cisco Nexus 7000 used to support the network at the distribution and core levels.

●Cisco 28xx/38xx series routers

●Cisco 3750 edge switches

●Cisco 3850 edge switches

●Cisco 65xx switches

●Wide Area Network

●Familiar with Cisco Unified Computing System (UCS) blade servers on a VMware ESXi platform, and Call Detail Records (CDR).

●Advanced user of SharePoint 2013, Microsoft 10 Professional, and Microsoft Office 2016 Plus.

●Microsoft OS Administration.

●Linux OS Administration.

●Microsoft Active Directory.

●AD and LDAP integration.

●SharePoint expert user.

●Thycotic Secret Server. enterprise password management software.

●Microsoft Exchange Server 2013 Supported at Greektown Casino – Hotel for voicemail.

●Microsoft Exchange 2000/2003 with Cisco Unity Enterprise Servers used for Bank of America voicemail.

●Microsoft Windows Server 2003 used with Bank of America Cisco Call Manager (CUCM), Cisco Unity Enterprise Server, Domain Controllers (DC), and (CDR) Servers.

●Windows Server 2012 R2 – Supported at Greektown Casino – Hotel.

●MGCP, H.323, SIP, VG248, and VG224 VoIP Gateway Protocols.

●RTP and RTCP network protocols.

●G.711 and G.729 codec bandwidth requirements for voice, fax, and media resources such as MoH.

●Cisco Voice Routers and Switches.

●Knowledge of In-line power requirements with various Cisco IP Phone models.

●Cisco Unified Communications Manager (CUCM 10.1.5) Serviceability and Reports: diagnostic and monitoring tools for alarms, logs, CCM traces, CDR reports, and Database status and reports.

●RTMT (real-time monitoring tool) Utilized RTMT to monitor voice messaging ports, system performance, device status, device discovery, and CTI applications.

●Altiris, Service Center, Vantive, Clarify, and Maximo trouble ticketing systems.

●HP Openview, NetIQ, Netview, Whatsup, Ciscoworks, LanVision, AXON RMON Tool, ISICAD/Command, Sybase Information Manager, Ingres/UNIX script tools, (SNMP) Interface tool, and Cabletron Vlan Manager.

●Database Administrator for the GM Tooling Information System (TIS) Focus Adhoc Reporting System (ART) FOCUS Database.

●Network Printers, Faxes, and Copiers.

●Proficient with Layer2 Ethernet IEEE 802 frame formats and standards.

●Fluent with Ethernet Layer 1 physical media types including Cabling and Connector Specifications, UTP EIA/TIA, Straight-Through, Crossover, RJ45, and RJ11 pin and wire pair standards.

●Pulled RJ45, RJ11, and fiber drops to the designated COMPOP stations, connected client servers to the correct Cisco switch port, configured the switch port speed, duplex and Vlan to the appropriate settings, and assigned client reserved static IP’s through the DHCP server.

●Network General Sniffer Analyzer, Network Frame Scope Analyzer, Fluke Network Analyzer, Compass Network Analyzer, and Port Signal Toner.

Business Analyst and Systems Consulting Skills

●Vast experience leading projects with multiple lines of business and technology groups for system solutions.

●Provided project guidance and oversight of locations and vendors in the development of implementation plans, scheduling, and project timelines.

●Worked with Software Engineering to automate multiple manual external business systems by creating Intranet e-Business based solutions through SharePoint and system algorithms to accomplish greater efficiency and reduce costs.

●Worked as an internal consultant and liaison in identifying business groups and technical organizations by using quality tools in planning, conducting, and directing the analysis of highly complex business problems to be solved with automated systems.

●Gathered user requirements and created (ART) SQL database reports from the (TIS) Tooling Information System database for General Motors Tooling Procurement Department Manager at the GM Tech Center Headquarters in Michigan.

●Interfaced daily with GM System Engineers to gather requirements for business system enhancements and worked closely with the GM TIS Coordinator to test all system enhancements.

Professional Experience:

Wells Fargo & Company Feb 2016 – Mar 2018

Wells Fargo Communications Technology Services (CTS)

Business Systems Consultant 4 - E911 Operations (Remote Support)

E911 Operations

CER / CUCM Engineer

Supported existing and new emerging telephony technologies for Cisco CER Enhanced 911 (E911). partnered with multiple lines of business (LOB) and technology groups for design solutions, enablement, testing of E911 functionality and on-going support for Wells Fargo locations, per defined standards.

E911 Operations provides guidance and oversight for E911 sites and vendors in developing implementation plans and project timelines to coordinate the team’s work effort and completion rate.

Responsibilities

Acted as an internal consultant and technical liaison in identifying business groups and technical organizations by using quality tools in planning, conducting, and directing the analysis of highly complex business problems to be solved with automated systems.

Provided technical assistance in the ongoing development of systems and procedures that reduce costs, decrease manually intervention, produce greater efficiencies, and meet or exceed business requirements in a timely manner.

E911 Project Enablement Functions

Processed all E911 requests that were sent to the group ‘Enhanced Emergency Response Voice Project’ mailbox and added the information to the E911 Operations Site Enablement Tracker (OSET) SharePoint database for review and funding approval.

Following approval, further data gathering and coordination between the Project Manager, CPG Project Manager, CTS - Voice Contact, EUC Field Coordinator, EUC Field Implementer, and Network Engineering would be conducted to further document project requirements within the E911 Operations Site Enablement Tracker (OSET) SharePoint database record.

Site Information would then be sent to the Enablement Support Solutions team and Voice Network Engineering to obtain the ERLS, ELINS, MSAG, PSAP, and Subnet data if the voice technology is Single ERL (Subnet) or ERLS, ELINS, MSAG, and PSAP data if the voice technology is Multi ERL (Port Switch) so the Enablement Tracker can be created and an E911 Enablement date can be scheduled.

Sites Include

●New build sites

●Remodeled Sites

●Phoenix Switch Replacements

●GE Acquisitions

●TDM Multi ERL to IPT

●Centrex to IPT

E911 Enablements Project Lead

●Was project lead for all E911 Operations site Enablements.

●Ensured ELIN, PSAP and Subnet information was configured in Cisco Emergency Responder (CER) and routing turned-up in Cisco Unified Communication Manager (CUCM) to complete the transformation from Basic 911 to Enhanced 911 (E911).

●Vigorous site testing was then conducted using my site Enablement Test Tracker to ensure Enhanced (E911) is operational.

●If any problems occurred that cannot be fixed during the enablement window, the change was backed out and the site is reverted back to Basic 911.

E911 Enablement Tracking

●Tracked ‘all’ completed IPT Enablements in the Operations Site Enablement List (OESL) SharePoint database by year.

●This includes IPT PMO, Retail Site RSVM, WFA, and all E911 Operations sites.

●Tracked all conditional complete enablement's until the voice system was completely enabled.

●Once the system was completely enabled the data would then be entered into the OESL.

Day to Day Responsibilities

●Part of the weekly E911 Cisco IPT Change Control Wells Fargo Enablement Weekly Project Meeting.

●Provided weekly RSVM Site statistics.

●Conducted Bi-Weekly PMO Site List Comparisons with the Operations Site Enablement List (OESL) SharePoint database and provide a system true-up if needed.

●Provided a scheduled Check of the Enhanced Emergency Response Voice Project mailbox.

●Reviewed RSVM SharePoint sites for enablement dates that might have been re-scheduled AND ensure that all ELIN, ERL, PSAP and Subnet info gets populated for scheduled Enablements.

●Participated in the weekly E911 Cisco IPT Site Enablement Weekly Project Meeting.

●Updated ‘All’ Records in Operations Site Enablement List (OESL) SharePoint database per established schedule to allow for the weekly automated file transfer from OESL to VSEM for current IPT enablement’s.

●Provided RSVM updates for the EIPT E911 database ‘Enabled’ field for value status in SharePoint.

●Participated in the weekly Chandler A/B Restack - Technical Team Meeting.

Greektown Casino – Hotel in Detroit MI. May 2015 – Dec 2015

Senior Cisco Voice Network Engineer

Served as the primary networking and telecommunications expert of call center design, IP Telephony, diverse wireless solutions, voice and email integration and implementation, all performed within a state-of-the-art computer command center located within the Greektown Casino IT support rise. Assisted in design and performed implementation of complex voice network solutions. Monitored and maintained the enterprise voice network.

Responsibilities

●Supported data technologies such as Controller QoS, Routing and Switching. Worked with protocols such as MGCP, H.323, SIP, RTP and RTCP.

●Managed carrier service for voice circuits. Involved in troubleshooting PSTN lines for error detection.

●Consulted with users and program management conducting information assessments to determine user needs and to define network solutions to meet user requirements.

●Configured an enterprise Cisco voice environment with appropriate hardware, operating systems software, applications software, and communications components to support business requirements.

●Conducted research and development in voice network systems and related technologies.

●Worked with other information technology staff to ensure the network environment is consistent with the agency objectives and is compatible with existing applications and security requirements.

●Ensured the standard implementation of policies, procedures and systems operations with support personnel.

●Maintained up-to-date documentation for network software and operational procedures.

●Implemented hardware configuration plans for voice network systems.

●Ensured voice network equipment and software met the needs of the business.

●Evaluated and recommended voice network software and hardware for the enterprise system.

●Participated in monitoring, supporting, and maintaining the organization’s security posture.

●Analyzed and resolved voice network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.

●Monitored the hardware to ensure it is properly maintained.

●Coordinated with agency management for the acquisition of and contracting for hardware, software, and information technology services (including maintenance).

●Conducted on-going network system audits to evaluate the utility and efficiency of the system's hardware, software, and communications components and the effectiveness in meeting management information needs.

Technical Support

●Cisco Prime Network - Provided state-of-the-art network support through ‘’Cisco Prime Network”, Cisco’s latest development to assist in the management of complex networks consisting of: Detailed end-to-end views of the physical and virtual network topology and inventory; GUI-based device configuration with prebuilt and downloadable scripts; up-to-date displays of network event, state, and configuration changes; and topology-guided troubleshooting, automated root-cause identification and alarm reduction through de-duplication.

●Cisco Nexus 7000 - Used to support the network at the distribution and core levels.

●Cisco 5500 Series Wireless Controller - Created and managed wireless policies, security settings, quality of service (QoS), and set appropriate data rates 5GHz/2.4GHz on multiple SSIDs based on device requirements using the best practices for voice.

●Solarwinds - Responded to alerts generated from network performance, applications systems, database performance, and security and compliance.

●RTMT - Utilized RTMT to monitor system performance, device status, device discovery, and CTI applications.

●CUCM 11.0 - Solely responsible for all CUCM support within a highly diversified and complex network.

●UCCX 10.5 - Supported three call centers within Greektown Casino - Hotel requiring the creation of new agents through CUCM Extension Mobility and UCCX group assignments. Created new call center scripts and made changes to existing scripts using the UCCX Script Editor.

●CUIC 10.5 – Solely responsible for creating customized call center dashboards to allow Managers to receive real time and historical center statistics and metrics to improve overall Call Center performance.

●Cisco IM and Presence Service 10.5 – Used Cisco IM and Presence Service to enable Cisco Jabber, Cisco Unified Communications Manager applications, and third-party applications to increase user productivity.

●Extend and Connect - Created custom configurations using the Extend and Connect feature to allow Unified Contact Center Express (UCCX) agents and managers to work from remote locations using any device.

●Microsoft Exchange Server 2013 - Responsible for add, change, and deletes within the Greektown Casino - Hotel voicemail system along with system administration.

●Windows Server 2012 R2.

●VMware - Used for Data Center virtualization.

●SharePoint Server 2013 - Used for cross team collaboration.

●Altiris – Ticket management system.

●Thycotic Secret Server - Used for enterprise password management.

Hewlett Packard Corporation Aug 2004 – Feb 2015

Infrastructure Analyst / VoIP Operations

Dedicated operational support for Bank of America / Cisco Unified Communications - Remote

Operational Functions

●Part of a team that configured, supported, and managed upwards of 200,000 Cisco IP phones for the Bank of America (BoA).

●Synthesized information from multiple, diverse, and simultaneous inputs to investigate and resolve problems and anomalies within the (BoA) IP Telephony environment.

●Provided high level root cause analysis for severity 1 issues and documented the problems to the appropriate tracking systems.

●Worked with BoA business customers on a daily basis to resolve IP telephony issues via phone and ticketing systems.

●Worked with Cisco TAC Engineers and Network Operations (NOC) to identify call routing, voice mail QOS, and bug issues within the Cisco VoIP environment.

●Worked with HP Solutions Engineering and HP Technical Control Center (TCC) in correcting post implementation issues with newly deployed sites.

●Resolved SRST failover issues quick and effectively when branch sites would lose connectivity to the Cisco Unified Communications Manager due to equipment failure or WAN outages.

●Provided application and hardware operational support for Cisco Call Manager and Unity voice clusters and Cisco Unity Express (CUE) integrations.

●Subject Matter Expert (SME) in troubleshooting non-conventional issues.

●Utilized OSI layer 2/3 Cisco switch/router commands to troubleshoot and isolate call routing and voice circuit issues.

●Offered temporary non-standard solutions for problem work-arounds quickly and effectively such as allowing branch sites to make long distance phone calls when Telco would disable their long distance calling capability due to unpaid billing issues or in error. This was achieved by inserting a preceding 1010 work-around to the branch’s long-distance route pattern to allow for long distance calling until the matter was resolved with Telco.

●Dispatched and worked with field service technicians in troubleshooting and correcting physical layer 1 issues.

●Fluent with Service Center, Vantive, Clarify, and Maximo trouble ticketing systems.

Project Support

●Created and updated work group instructions (WGI), team knowledgebase documents, and training material relative to new support items.

●Designed test plans that were used for all changes in the VoIP environment used to test basic system, phone, and voicemail functionality.

●Attended knowledge transfers with Cisco TAC and HP Solutions Engineering regarding new technologies.

●Helped write and manage processes to IQMS quality standards.

●Helped create test plans that were used to deploy small sites.

●Updated documentation as the environment changed.

●Helped design and implement the workaround for the Call Manager DST change, due to the new Daylight Savings Law passed by Congress.

Incident Management Support

●Provided high level root cause analysis for severity 1 issues and documented the problems to the appropriate tracking systems.

●Focused, driven, and consistent when handling high level incidents in order to meet Bank of America SLA time frames and Mean Time to Restore (MTR).

●Ability to work calmly and accurately under intense pressure.

●Offered temporary non-standard solutions for problem work a-rounds quickly and effectively.

●Minimized incident occurrences by proactively assessing the environment.

●Participated in high level Severity 1 bridge line outages for VoIP issues and provided technical direction.

●Worked closely with the level 1 monitoring team to be proactive in problem management.

Production Support

●Created VoIP Change Controls, Engineering Work Orders (EWO), and Trouble Tickets for HP Solutions Engineering, HP Technical Field Service (TFS), and 3rd party vendor site technicians to deploy within the production environment.

●Participated in root cause analysis.

●Assisted in training team members from the VoIP Operations team.

●Tested all the new Cisco VoIP phones that were slated for production to identify power requirements over Ethernet and document any changes that would need to be made.

●Worked close with the Design Engineers on issues they found in the lab, and new products they were going to release.

●Responsible for reviewing new releases to validate it was functional and wouldn’t adversely impact the production environment.

Implementation

●Part of a team that supported and configured upwards of 200,000 IP phones for Bank of America.

●Assisted in the conversion of legacy voice mail systems (Octel/Meridian) to Cisco Unity voice mail.

●Assisted in moving and consolidating thousands of Unity Subscriber accounts from first generation local/on-site Unity servers to the Centralized Unity Failover solution for Bank of America.

●Intimately involved in stabilizing the Centralized Unity Failover solution post implementation with Cisco TAC Engineers.

●Provided first day support for newly deployed sites.

Electronic Data Systems Sept 2001 – Aug 2004

Infrastructure Analyst / VoIP / Network Operations

Centralized IP Telephony Support / Service Management Center (SMC) - Remote

●Provided operational support for multiple EDS Cisco VoIP accounts such as Bank of America, Dow Chemical, Xerox, Delphi, and EDS China and UK.

●Participated in project management, implementation, and technical support for the GM Ren Cen Tower 500, Cisco VoIP implementation project located in Detroit Michigan.

●Project implementation consisted of the creation of BAT files, adding those BAT files to Call Manager, installation of IP phones on desktops, verification of phones registered to Call Manager, and initiation of test plans to verify functionality was in accordance to project specifications.

Electronic Data Systems Aug 1999 – Sept 2001

Network Administrator / Network Operations

GM Centralized Network Support / Service Management Center (SMC)

Network Administrator for General Motors Northeast Region - Remote

●Conducted site surveys and created cut sheets for all GM Corporate, Engineering, and Manufacturing sites that were slated to be cut over to centralized network support (SMC).

●Monitored network activities with HP Openview, Netview, Whatsup, Ciscoworks, and VLAN Manager.

●Managed and resolved layer 2/3 switch and routing issues through established team processes and worked closely with field service technicians in troubleshooting and correcting onsite physical layer issues.

●Solely responsible for supporting the network portion of the SMC Computer Center, which housed all of the network equipment and client servers used to support remote customer sites at the (SMC).

●Pulled RJ45, RJ11, and fiber drops to the designated COMPOP stations, connected client servers to the correct Cisco switch port, configured the switch port speed, duplex and Vlan to the appropriate settings, and assigned client reserved static IP’s through the DHCP server.

●Solely responsible for supporting all (SMC) Cisco switch closets and network add/change/deletes for all support personal working in the (SMC).

Electronic Data Systems

Network Operations – Team Lead May 1996 – Aug 1999

GM Tech Center Midsize Car Division - Onsite

●Responsible for maintaining a distributed network of 5,000 users at the GM Tech Center, Midsize Car Division.

●Responsibilities included implementation, review, network project management, capacity planning, trend analysis, cabling, and network troubleshooting.

●Tools used for troubleshooting network problems were Network General Sniffer Analyzer, Network Frame Scope Analyzer, Fluke Network Analyzer, Compass Network Analyzer, Point to Point Port Signal Toner, HP Openview, LanVision Hub tool, AXON RMON Tool, ISICAD/Command, Sybase Information Manager, Ingres/UNIX script tools, Simple Network Management Protocol (SNMP) Interface tool, and Cabletron Vlan Manager.

●Network devices supported within the GM Network Central Node were Cisco Switches/Router and Cabletron MMAC Smart Switch Concentrators.

●Instrumental in the project planning of the site wide conversion from Cabletron MMAC switches to the Cisco switched network environment.

Electronic Data Systems Jan 1993 – May 1996

GM Tech Center Midsize Car Division, Advanced Business Analyst

●Supported GM Design Technology and Body Engineering for GM Midsize Car Division.

●Responsible for the (TIS) Tooling Information System and (ART) FOCUS Database adhoc reporting system. Created customized tooling reports for the GM Engineering Tooling Procurement Department.

●Created customized tooling reports for the GM Engineering Tooling Procurement Department.

●Interfaced daily with System Engineers and worked closely with the GM TIS Coordinator to test system enhancements and determine GM customer needs.

●Worked on Customer Service Requests (CSR’s) with the EDS Minneapolis Support Center, and facilitated tele-conference meetings with Minneapolis, Cadillac Luxury Car Division, and Lansing Automotive Division.

●Accountable for GM Design Technology problem resolution, ACF2 Security, and engineering development.

●Responsible for the deployment and tracking of mainframe Spectragraphic 1080 and IBM 5080 graphic consoles; HP, Sun and Silicon Graphics Unix based workstations; and Tektronix fiber optic and Seiko screen printers, and Space-ball 2003 interactive 3D graphic peripherals.

Professional Cisco, Microsoft, and Ethernet Training

CIPT: Implementing Cisco Unified Communications Manager (CUCM) IP Telephony, Computer Data Inc.

UCSE: Cisco Unified Communications - System Engineer Unity (CUCS), Computer Data Inc.

UCSA: Cisco Unified Communications - System Administrator Unity (CUCS), Computer Data Inc.

IPTX: Cisco Unity Express (CUE), Computer Data Inc.

ICND: Interconnecting Cisco Network Devices, Computer Data Inc.

INTRO: Introduction to Cisco Networking Technologies, Computer Data Inc.

MICROSOFT: Official Course, 2072A Administering a Microsoft SQL Server Database, Computer Data Inc.

NETWORK GENERAL: Sniffer University - Ethernet Network Analysis and Troubleshooting, Computer Data Inc.

CNX 2000 Ethernet / Sniffer Network Analyzer Expert: In-house CNX 2000 certification training.

References Available Upon Request

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