Engineer Manager
Resume:
Hugh Nguyen 408-***-****
************@*****.***
TELECOMMUNICATIONS/NETWORK SUPPORT AND ADMINISTRATION
SUMMARY:
Over 20 years of experience with PBXs, VoIP Telephony, Call Center, CTI, LAN/WAN/Network Infrastructure.
•
Cisco Unified Communication Manager (CUCM), Cisco Unity Connection, Cisco VCS WCS WLAN.
•
Signaling Protocols T1 PRI, ISDN, CAS, CTI. VoIP protocols SIP, H323, SDP, RTP, RTCP.
•
TCP/IP Internetworking, LAN/WAN, VLAN.
•
Nortel switches 8600, 5510, 350, Cisco Catalyst 2960, 3750, QoS DSCP. Wireless standards 802.11 a/b/g/n.
•
Nortel TDM/IP PBXs CS1000E, Meridian Mail, Call Pilot Voice Mail System, Nortel Symposium Contact Center,
•
Nortel E Mail Integration Management.
Highly skilled in troubleshooting and problem solving in both small and large business environments.
•
Excellent proven record; recognized by peers and customers.
•
EDUCATION AND TRAINING:
Nortel Networks Certifications (PBX, CCM, Symposium Contact Center, Meridian, Call Pilot, IVR)
Cisco Router Training, Cisco CCNA Training
B.S., Computer Science, Northeastern University, Chicago, IL
B.S., Geology, University of Sciences, Saigon, Vietnam
Proficiency with Excel, Word, Power Point
PROFESSIONAL EXPERIENCE:
Texas Instrument, Santa Clara, CA
Telecom/Network Administrator 2013 2014
Set up and administered MAC for IP phone users in CUCM and handled day to day issues and requests for Cisco
•
Phones and Fax lines.
Administered TI network infrastructure including Nortel Networks Baystack 8010 core switches and lower level
•
5510, 350 switches, Cisco Catalyst 2690, 3750.
Network support Managed network related issues including outages, equipment upgrade/replacement while
•
consistently maintaining high customer satisfaction.
Provided support for video monitoring system (SVSi) and wireless connectivity using Cisco APs models 1131 and
•
1252 for entire campus.
KLA Tencor, Milpitas, CA
Telecom Engineer 2011 2013
Telecom Infrastructure support Implemented and administered Cisco CUCM including Calling Search Space,
•
Partition, Route Pattern, Route List, Route Group.
Configured VG224, MGCP/H.323 Gateways and performed MAC operations on Cisco phones.
•
Set up routing plan and managed user accounts in CUCM.
•
Video support Tandberg Video Conference System (VCS) including models C60 and EX90 as H.323 endpoints.
•
Documented all guidelines and troubleshooting procedures for support group references.
•
Documented and maintained complete project records such as vendor equipment order and return, monthly
•
telephony assessment and departmental inventory.
Equinix Inc, Redwood City, CA
Telecom Engineer 2007 2011
Implemented, administered and maintained TDM based Meridian products CS1000, Options11, 61,and 81, Call
•
Pilot, Symposium Contact Center and Cisco CUCM.
Configured call routing, voice mail, devices and end users on Cisco CUCM (Call Manager).
•
Generated documentation for troubleshooting references.
•
Set up, arranged and installed all TDM and IP phones for department move.
•
Worked with local technicians on phones/PoE/Cisco port connections and testing.
•
Managed and maintained records for capacity planning of the phone systems, dialing plan, call center platform,
•
networked voicemail and all other phone and ACD related software and hardware.
Provided 24x7 on call nationwide support of telecom issues for the entire company.
•
Teamed with network group in troubleshooting Voice WLAN and issues with IP phones.
•
WebEx Communications, Santa Clara, CA 2004 2007
Lead Telephony Engineer
Designed, implemented and administered Nortel PBX networks, Symposium Contact Center and Voice Mail
•
systems.
Managed company infrastructure to ensure successful business operations.
•
Engineered and properly sized voice traffic to optimize circuit utilization.
•
Capacity planning of existing network to adopt the migration of VoIP technology and successfully performed
•
Nortel TDM PBX switch to Cisco IP solutions migration without impacting core job responsibilities.
Successfully set up and managed vendor installation of new Call Center in Amsterdam.
•
Nortel Networks, Santa Clara, CA
Lead Telecom Engineer 1984 2004
Led the technical engineering group to support Nortel Network Internet and Contact Center Application products.
•
Interfaced with developers for software related fixes and patches.
•
Assisted Regional Support Groups in solving all Nortel Networks PBX related problems.
•
Provided technical support for the installation of field trial and beta sites.
•
Assisted Product Management in setting up System Trade Shows.
•
Performed demos and responded to technical questions.
•
Contact this candidate