Miguel Rojas – Technology Lead

Contact No : 972-***-**** Current Location : Raleigh NC

Email id : ac8eys@r.postjobfree.com Role Designation and Job Level : 5

Summary

Working within presales team performing scopes and helping on proposal creations, design advising and level of efforts.

6+ years of solid experience in LAN network and VoIP engineering in an enterprise environment.

Worked as a LAN network and voice support for Getronics

Worked as consultant and delivery engineer at TEMSA from 2013 to 2015 providing support to the existing Collaboration infrastructure with about 10,000 users and delivering on premises for several clients.

At the present performing migrations, upgrades, troubleshooting, new projects and transitions, cut overs the VOIP infrastructure (CUCM, CUC, jabber, GW, CUBE, VG202, VG204, VG310, VG224, E1, SIP trunks).

Cisco CUCM, Cisco Unity Connection, Cisco CUPS, CCX integration with CUCM and set up some agents, Expressway and Collaboration Edge, Cisco Routers, Cisco Switches, Voice Gateways, Upgrades, Migrations, CUBE, VG202 224 310, SIP trunks, E1s, PRIs, H323, MGCP, SIP, SCCP, RTP, signaling, troubleshooting, planning new projects.

Experience in cisco networks involving Cisco Unified Communication Portfolio, Cisco Unified Communications Manager (CUCM), Call Manager Express (CUCME), Cisco Unity Connection (CUC), IM and Presence, DX devices, VCS, MCU, CDR.

Worked extensively in Cisco Voice Gateways 2800, 2900,3800,3900,4300, Cisco Switches 6500, 3550, 2900 and Codecs (G711, G729).

Worked on Cisco IP-Phones 7931, 7940, 7941, 7945, 7965, 7975, 8831, 8841, 8941, and Jabber.

Very familiar with VoIP, SIP, MGCP, H.323, PRI, SIP Trunking, and Analog (FXS/FXO) Voice Protocols, Routing Protocol (OSPF, EIGRP, IGRP, RIP), Transport Layer Protocols TCP and UDP.

Experience in Layer 3 routing and Layer 2 switching and dealing with router configuration like 7200, 3800, 2800 and switches 6500, 4500, 3700, 3750, 3900. 2900, and 3500XL, 3950 switch series.

Good knowledge in Layer 2 technologies & Layer 3 technologies.

Knowledge in virtualization (VMware) technologies such as vSphere ESXi, and vSphere client. Worked on MCS 7821-I1 and UCS C220 series and Business Edition.

Strong troubleshooting, communication, and documentations skills. Self-starter always inclined to learn new technologies and Team Player with very good communication, organizational and interpersonal skills.

A fast learner who is very motivated and eager to take on new tasks.

Key Domain and Technical Knowledge

Domain : Cisco

Technical : Collaboration

Academic Qualification

Bachelor of Science in Computer Systems Engineering, Instituto Tecnologico de San Juan del Rio (ITSJR) Queretaro, Mexico.

Certifications / Professional Awards:

CCNA R&S

CCNA Voice

CCNP Voice

CCNP Collaboration

Foreign Languages known:

English

Total Work Experience:

Company: Infosys Limited Period: Sep 2018 to present

Projects: DAT program

Project Title: Technology Lead

Client: Cisco Systems Inc. NC US

Duration: From September, 2018 to present

Description:

Identify new market opportunities through leveraging best practices across architectures, support sales team aligning existing customer needs with relevant products and services.

Identify information gaps to prepare estimate, serve as technical liaison coordinating with stakeholders to gather technical data and requirements manage scoping for SOW and LoE creation.

As SPA resource within cisco in DAT team the main function is create LoE gather technical information, help on proposal and SOW creation. Document assumptions and finalize scope.

The objective is to help to accelerate sales and generate project scoping in a faster way, we as SPA should have the technical knowledge to generate quotes, level of effort, help to DA to do proposal and SOW

Taking cases through service one tool for new market opportunities we have till our help is not needed for this, we can do activities like LoE creation, quotes creation, wording help on proposal creation and gather technical data and provide technical advising.

Meetings – 30% with regards current cases we are handling, internal team reviews and internal process for get better on the process.

Company: GE Period: February 2018 to September 2018

Projects: Support to current Collaboration platform

Project Title: Sr. Collaboration Engineer

Client: General Electric Inc. TX US

Duration: From February, 2018 to Sep 2018

Description: Design and implementation of Cisco Unified Communications Manager CUCM 10.5.2, Unity Connection 10.5.2, IM & Presence 10.5.2, and Session Initiation Protocol (SIP) Gateways, jabber, new transitions and cut over, ILS.

Troubleshooting to the general Cisco collaboration infrastructure

Deploying a multisite IP Telephony network with Cisco Unified Communication Manager (CUCM 9.1.2, 10.5.2), Unity Connection (CUC 9.1), and Call Manager Express (CME) in Multi Cluster Environment and used SIP Trunk to integrate clusters from two remote location

Configured new phones in Call Manager and Call Manager Express, voicemails in Unity Connection.

Handled SRST, Voice Routing Protocols and Voice Gateways, OSPF, static routes.

Configured Cisco 2911 and Cisco 2901 Routers to act as Redundant Voice Gateway using SIP Protocol.

Configured H323, SIP & MGCP Gateways.

Deploy related UC technologies and services such as H323 gateways, POTS, PRIs/ISDN, IP routing, switching, DNS, DHCP, TCP/IP, Ethernet connections.

Designed, Managed and maintained Cisco Call Managers, Gatekeepers, and Gateway equipment and Jabber.

Globalized call routing & Daily Support

Upgrade expressway C and E from 8.7 to 8.8

Upgrade CUCM from 8.5 to 9.5 and from 9.5 to 10.5 version

Configured an enterprise dial plan in Cisco Call Manager and Cisco Gateways. Configured H.323, SIP, MGCP Gateways and SCCP VG.

Design, implementation, and maintenance of complex VoIP call control, call routing and applications and services

Performed system upgrades and patches based on request, schedule or events

Troubleshooting VOIP issues on gateways, CUCM, Cisco Unity connection (CUC). Gathering and analyzing CUCM traces, ISDN debugs with Cisco routers and related VoIP protocols-SIP, H.323, and MGCP

Troubleshoot T1 PRI issues, Fax over IP, and VoIP call setup & audio quality issues involving Cisco voice gateways in environments ranging from small business to enterprise and service provider

Provided support for Cisco phones to provide standard telephone functionality: call connection, hold, transfer, Call Park, conferencing and troubleshooting IPT issues.

Develop and execute VoIP test plans.

Design and implementation of products like CME and CUE for small business customers

Troubleshoot network issues and deliver known solutions to customer

Create solution designs based on customer’s call center requirements

Environment: CUCM, CUC, SIP, H.323, MGCP, VoIP Support, Call Routing, CME, CUE, MS Office, Windows

Company: GE Mexico Period: Sept 2015 to Feb 2018

Projects: Support to current Collaboration platform

Project Title: Sr. Collaboration Engineer

Client: General Electric Inc. Mexico

Duration: From February, 2015 to Feb 2018

Description: Design and implementation of Cisco Unified Communications Manager CUCM 10.5.2, Unity Connection 10.5.2, IM & Presence 10.5.2, and Session Initiation Protocol (SIP) Gateways, jabber, new transitions and cut over, ILS.

Troubleshooting to the general Cisco collaboration infrastructure

Deploying a multisite IP Telephony network with Cisco Unified Communication Manager (CUCM 9.1.2, 10.5.2), Unity Connection (CUC 9.1), and Call Manager Express (CME) in Multi Cluster Environment and used SIP Trunk to integrate clusters from two remote location

Configured new phones in Call Manager and Call Manager Express, voicemails in Unity Connection.

Handled SRST, Voice Routing Protocols and Voice Gateways, OSPF, static routes.

Configured Cisco 2911 and Cisco 2901 Routers to act as Redundant Voice Gateway using SIP Protocol.

Configured H323, SIP & MGCP Gateways.

Deploy related UC technologies and services such as H323 gateways, POTS, PRIs/ISDN, IP routing, switching, DNS, DHCP, TCP/IP, Ethernet connections.

Designed, Managed and maintained Cisco Call Managers, Gatekeepers, and Gateway equipment and Jabber.

Globalized call routing & Daily Support

Upgrade expressway C and E from 8.7 to 8.8

Upgrade CUCM from 8.5 to 9.5 and from 9.5 to 10.5 version

Configured an enterprise dial plan in Cisco Call Manager and Cisco Gateways. Configured H.323, SIP, MGCP Gateways and SCCP VG.

Design, implementation, and maintenance of complex VoIP call control, call routing and applications and services

Performed system upgrades and patches based on request, schedule or events

Troubleshooting VOIP issues on gateways, CUCM, Cisco Unity connection (CUC). Gathering and analyzing CUCM traces, ISDN debugs with Cisco routers and related VoIP protocols-SIP, H.323, and MGCP

Troubleshoot T1 PRI issues, Fax over IP, and VoIP call setup & audio quality issues involving Cisco voice gateways in environments ranging from small business to enterprise and service provider

Provided support for Cisco phones to provide standard telephone functionality: call connection, hold, transfer, Call Park, conferencing and troubleshooting IPT issues.

Develop and execute VoIP test plans.

Design and implementation of products like CME and CUE for small business customers

Troubleshoot network issues and deliver known solutions to customer

Create solution designs based on customer’s call center requirements

Environment: CUCM, CUC, SIP, H.323, MGCP, VoIP Support, Call Routing, CME, CUE, MS Office, Windows

Company: TEMSA Period: August 2013 to September 2015

Projects: Corporate and CACs cluster support

Project Title: Cisco Voice Engineer

Client: Telcel, Mexico.

Duration: From August, 2013 to Feb 2015

Description: Installation, maintenance, troubleshooting and configuring CUCM 91.2., 10.5.2, Cisco Unity Connection 9.1.2, 10.5.2, IM&Presence, integration of CUCM with Unified Contact Center Express 10.5 set up agents. Working with various clients on premises delivering Call Manager Unity Connection IM&P attendant console standard, SIP and H323 gateways, dial plan, E1 PSTN in production envirinment.

Onsite engineer supporting a 2 clusters one with about 10,000 users and other with about 20,000 users

Integration with a Nortel PBX

Prime Collaboration installation and administration

Create and Manage Call Manager features that include Intercom groups, Unity Subscriber, Unity Call and Directory Handlers, Voicemail services.

Deployed and integrated IM Presence to CUCM (10.0), interoperated all users and VoIP phones to IM Presence.

Bulk 100-450 users on Cisco Call Manager using BAT format with Excel database format.

Created an enterprise dial plan with Route partitions, calling search Spaces, Line groups, Route lists and Route patterns in Cisco Call Manager and created VLANs, static routes, DHCP, OSPF and necessary configuration on Cisco Gateways.

Installed and configured Cisco IP Phone 8841, 8851, 7841, 794x, 796x, 7937’s

Planned and performing migration from a CUCM cluster on MCS server to UCS servers

Installation of a new cluster, cisco unity connection attendant console standard VGW, analog gateways and SIP trunk to ITSP, call handlers on client’s site.

Deployment, management, Upgrading and troubleshooting of CUCM 9.1.2, 10.5.2, Cisco Unity Connection 9.1.2, 101.5.2, IM&Presence 9.1.2, 10.5.2, 10.5, Cisco 2900/3900/4300 series routers

Move, add, changes of the current existing system for their clients.

MCU for Video conferencing.

Configuration of Qos, SRST (Survivable remote site redundancy)

Configuring and adding, moving, removing of various IP phones like (7942, 7962, 7915(24) and 7937).

Configuration of Call Manager Express (CME) on 2800 and 3800 series Routers

Troubleshooting site issues.

Installation, Management and Monitoring of Call Manager cluster

Video Communication Server Deployment and DX devices provisioning.

Configuration and troubleshooting LAN/WAN

Configuring and troubleshooting EIGRP, ACL, and.

Working with Local Telco's to bring up PRI's and POT's lines to each site.

Configuration of Conferencing resources and transcoder resources

Working remotely to turn-up the sites

Configuration of Voice Interfaces like FXS, FXO, ISDN T1/E1 PRI, T1/E1 CAS

Configuring the sites for SIP trunks.

Company: GETRONICS Mexico Period: June 2012 to Aug 2013

Projects: Incidents Support

Project Title: Field Engineer

Client: All portfolio

Duration: From June 2012 to Aug 2013

Description Provide engineering and support expertise on Cisco Unified CM Administration to include Cisco Call Manager version 9.1, CCEX, Cisco Call Manager Express, Cisco Unity Connection, and Cisco Unity Express.

Configured and managed Cisco Unified Communication Manager (CUCM 9.1), Unity Connections (CUC 9.1), Cisco and IM&P deployments, server installations and integrations.

Handled SRST, Voice Routing Protocols and Voice Gateways.

Configure SIP trunks, PRI trunks, Pots lines, MGCP phones and dial plans, H323 dial plans, SRST for Cisco Phones.

Configured Calling Search Spaces, Route Partitions, Route Patterns, Dial Peers, Route List, Device Pools.

Bulk 100-1500 users on Cisco Call Manager using BAT format with Excel database format

Configure MGCP SCCP to Cisco VG220 and VG224s

Manage and deploy patch upgrades for Cisco Call Manager and Windows Servers

Troubleshoot server utilization, memory leaks, obtain log files

System Administrator for Anti-Virus, and other various Microsoft Windows Servers 2008 R2 w/Windows 7 and Windows 8 in a VMware, VSphere environment 5.0 and 5.5.

Provide technical support and training to end-users.

Also assisted Tier 3 support team for help desk and technician issues.

Maintain/Upgrade Call Manager/Unity Licenses

Configure and build add-on servers: Cisco CER, CUPC

Installed & configured primary & backup domain controllers, file sharing & print servers.

Involved in troubleshooting software, hardware & network problems.

Environment: Voice Engineering, Cisco Unified Call Manager 8.x, 9.x, Cisco Unity Connection8.x,9.x Cisco CER, Cisco Unified Presence, SIP trunks, PRI trunks, Pots lines, MGCP phones, H323 dial plans, Cisco CER, MS Office, Windows.

Company: ICA Mexico Period: June 2009 to June 2012

Projects: onsite failures support

Project Title: Help desk Analyst

Client: Corporate

Duration: From June 2009 to June 2012

Description

Providing technical support over the phone, email, chat and personally to all IT users.

Handling incoming incidents via the phone / e-mail promptly and effectively.

Diagnosing and resolving a wide range of technical issues over the phone.

Take ownership of a call and seeing it through to closure.

Escalating calls and issues where necessary to senior managers & team leaders.

Investigating and implementing ways of reducing calls to the Help Desk.

Ensuring that all call details are captured and entered in the logging software.

Updating support documentation. Answering & responding to all calls & requests within agreed time scales.

Keeping customers updated as to progress.

Provide troubleshooting and configuration support for client desktop and networking environment.

Personal Information

Gender : Male

Marital Status : Married

Visa Details (If any) : TN under Infosys company from sep-2018 to Sep-2019. N8017194

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