Manager Engineer
Resume:
Rocco Melillo
*****.*******@*****.***
SUMMARY:
** ***** ** ******* ********** and expertise, with strengths in both TDM and VoIP PBX's deployed on enterprise level. Skill set includes management, project management, operations, technical/sales/customer support, installation and repair disciplines. Experience supporting TDM/VoIP integration for a large enterprise Cisco VoIP solution. Ongoing training towards CCNA & CCVP certifications.
TECHNICAL SKILLS:
Operating System: MS XP,Vista,Windows 7, Mac OS9.xx-10.6, Cisco IOS Software
Software: VM Ware 5.0, MS Office, Project, Cisco Unity Connection, Cisco Unified CM 7.0 – 10.5.2,
Cisco UCCX & script editor, UCCE/ICM HDS servers 9.1.2, Finesse, CUIC, InfoAve, Vizio, Vera Smart,
NICE Enterprise 4.1,Sentinel, Remedy, CME, CUE,SRST,
UCExpert, RTMT, MS OneNote, Arc Serve, Backup Exec, Veritas, Tiger Paw,
GoldMine w/CTI Exchange 5.5 / 2003
Microsoft Office 97 / 2000 / XP / 2003, Outlook 97 / 98 / 2000 / XP / 2003, Visio, Ghost, Adobe Acrobat,
Photoshop, ISA, Lotus Notes, Blackberry Enterprise Server, FTP / TFTP Server, Dreamweaver
Hardware: BT/IPC Turrets, NEC 2400 PBXs, IPX, IMG and MMG. Siemans Hi-Path 4000, Avaya Definity, Cisco VG224 gateway,3945, 3845, 2811 routers & 6509, 2950 switches, Cisco Unity Voice Mail, IPC MX turret system, NEC AD-64 voice-mail, Octel voice-mail, Republic Telecom Muxes…
EXPERIENCE:
Consultant/Sr. Voice Engineer
01/15 – 11/15 OakRidge/ Axa-Tech
Cisco Call Manager 9.1-10.5.2- Creating Phones, UDP’s and End-User accounts for Extension Mobility users. Did restack and consolidation of 900+ users and changed all user and phones to EM profiles and devices using BAT tool. Also part of Operations team that trouble-shoot and support same
Cisco Unity Connection 8.6- Setup Voicemail boxes, call handlers, password setup and reset, notification setup, troubleshoot and support same.
Cisco UCCE 9.1.2 w ICM/HDS – Install/reassign new phones, create/update End user profile, create accounts, change team groups
Add Agents to skill groups and Agent Teams
Add Agents to agent teams for management and reporting using Agent Team List
Add Agents to Skill groups using the Reskilling tool and through Agent Explorer
Trouble-shoot and support same
Nice Loggers – Working with NICE integrated w CUCM, Added Users, Devices and numbers to
NICE Perform for recording. Trouble Shooting issue w NICE recording (Unmapped User, Basic User, No audio, No video, ECT)
Cisco CUIC 9.1- Add users to CUIC and edit user permissions. Create Agents reports and dashboards for more comprehensive contact center statistics. Run both historical & Real-time reports
Vera-Smart Billing/CDR/Contact Management
RTMT/WireShark – Traces, logs, system monitoring and maintenance.
UCExpert- Application used for system monitoring, remote user diagnostics and device status
Gateways- Part of team that changed out 3845 to 3925 models at all locations. Trouble-shoot and support same
Consultant/Sr. Voice Engineer
10/14- 12/14 Artech/ Johnson & Johnson
Part of a team that gathered end-user requirements for UCCE, CUCM and UNITY.
Helped deploy UCCE, CUCM and UNITY for over 800 users
Supported Hyper-care full-fillment, trouble-shooting issues and met w BU’s post-cut daily to understand any wants and needs their users had.
Only a 10 week assignment, but a busy and intense one
Consultant/Sr. Voice Engineer
12/12- 7/14 GBCS LLC/Orange
Multi Site with Distributed Call Processing Model
Assigned to a large financial enterprise account working on Cisco VoIP Migration from Nortel and Avaya Systems
Create and migrate Bank users to Cisco Unified Communications Manager
Responsible for daily Operations service requests delivered through Remedy
Creating Phones, UDP’s and End-User accounts for Extension Mobility users
Installing and T-shooting VG 224 and ports for analog connections
Training existing staff the basics of CUCM and Unity Connection so they can support their individual sites
Create button templates, soft key templates and feature control policies for 8945, 8961 and 9971 phones.
Incremental phone loads performed between lab TFTP and Production TFTP servers due to older version firmware on many of the purchased phones (9.1 - 9.3.1)
Testing of Blue-tooth headsets on 9971 and Blue-tooth w USB dongle on 8961.
Create ICM and Hunt Groups w different BU requirements
Trouble-shoot daily, Remedy tickets in my queue
Turn-up PRI’s w carriers on 3945, put circuit(s) in test Route Group, make test calls, review debug results, put into production Route groups
Worked w integrator to install SIP trunk between Cisco CUCM and BT Netrix turret system
RTMT/WireShark – Traces, logs, system monitoring and maintenance
Consultant/Sr. Voice Engineer
5/12-10/2012 Promantic LLC
Multi Site with Distributed Call Processing Model
Assigned to Atlantic Health account working on Cisco VoIP Migration from Nortel and Avaya Systems
Create and migrate A H users to Cisco Unified Communications Manager
Responsible for daily Operations service requests delivered through HP Service Manager
included MAC and deletions for CUCM, Unity and UCCX, circuit troubles and turn-ups,
dropped calls, one-way audio, dialing issues, MOH availability, CID, etc...
Installed, programmed and tested 75 - VG224 for patient phones, office faxes and applications
Formulated and executed plan to install PVDM’s in routers for local site X-Coder allocation. Contact centers were experiencing dropped calls due to lack of X-Coders.
Programmed X-Coders in Routers and CUCM. Created and added resources to MRG’s and MRGL’s pursuant to dropped UCCX calls.
Created and updated Call-Handlers and Schedules in Unity for off-hour forwards to answering services.
Re-allocated VM ports/PIMG ports and licenses from one Unity server to another due to shortage at busy call times.
Installed, tested and connected PSTN and Centrex circuits
RTMT, CDR and Dialed Number Analyzer were used daily for trouble-shooting and monitoring
EXPERIENCE:
Consultant/Sr. Voice Engineer
1/11-5/2012 ACS, A Xerox Company
Assigned to Walt Disney account working on Cisco VoIP Migration from Nortel Systems
Create and migrate Disney users to Cisco Unified Communications Manager
Currently managing three VoIP Clusters consisting of over 22K users
Create dial-plans, route patterns, route groups, route lists, calling search space, partitions
Patched and upgraded Cisco Unified Communications applications
Build 10-2000 phones using BAT Tool.
Provide T3 Support for help desk and field techs
Supporting a large domestic customer with multi-site Cisco CUCM/Unity/UCCX/CER clusters. Deploying over 40,000 devices total in a Nortel to CUCM migration. Devices include 7945,65 and 75 Voip phones, Ip Communicators, CUPS, RDP profiles, CCM Users, Cisco Unity PCA, VG224 and 248 ports, CTI Route Points, Extension Mobility, Call Pick Groups, Intercoms and groups
Install, turn-up and integrate VG224 Analog gateways w CUCM and program the ports
Turn-up PRI’s w carriers on 3845, put circuit(s) in test Route Group, make test calls, review debug results, put into production Route groups
Upload of Image files to TFTP servers do display cutover information.
Bulk Admin phones by Device Pool, Lines, Partitions, CSS etc
Created SAI reports for routes, trunks, phones, VM ports, VG ports.
Created Voice Mail boxes, call handlers, create and reset passwords, MWI’s etc, administered and maintained Active Directory on Unity. Used tools such as “Advanced Settings Tool”, Message Store manager” “DOH PropTest”, Services, Tools Depot.
Checked Outlook accounts in Exchange servers to view “warning and limits” text messages associated w Unity Voice Mail.
Created Subscriber services, skill sets, prompts, etc for UCCX deployment
Consultant/Voice Engineer
7/10 -1/11 Dimension Data
Supporting Cisco CCM 7.1 and Unity Voice Mail in a new location, configuring and installing 7942 & 7962 Cisco VoIP devices.
Use bat tool for programming of hundreds of 7962, 7942 and 7914 expansion modules.
● Programming and testing of SCCP VG224 Gateways implementing MGCP &t.38 fax protocol on 3845 routers.
● Reviewing Dialing and Routing plans to determine what carrier is selected and compare the rates to different Domestic and International geographical locations
● Worked with numerous carriers implementing SIP trunks and subsequent trouble-shooting of same
●
Provide Cisco Call Manager/Unity support for daily client inquiries
Perform MAC’s and deletions for a Client w/numerous domestic locations.
Trouble-shoot problems on Gateways and WAN links between multiple sites.
Support multiple sites with TDM PBX’s and CallManager integration.
Manage numbering and dialing plans, circuit integration and integrity at all locations.
Determine tested and confirmed feature functionality by software revision in SRST mode
Testing DTMF issues across gateways and swapped circuits.
Head set testing for compatibility and echo cancellation on diverse circuits and applications including 3rd party audio-conferencing bridges
Manager/Engineer
11/07 – 3/10 Liberty Travel, Ramsey, NJ
Part of a team designing, testing and deploying Cisco CUCM 7.0, CME/SRST, Unity voicemail
and IPCC in a centralized call routing pattern using a SIP DS3 supporting 40 locations.
Helped with the implementation of change management and documentation processes.
Designed Proof of Concept metrics for new Telecom/Datacom services.
Providing telecommunications, infrastructure and help desk support services to over 200 branch stores.
Manage & Support 800# services including time of day & geo-coded routing.
Create ACD groups, splits, IVR messages and usage reports on NEC GNAV and NEC AimWorx
Manage and support NEAX 2400 IPX with 300 users.
Manage and support NEC AD-64 voice mail for 500 users
CONSULTANT/Voice Engineer
03/07-11/07 BMW North America, WoodCliff Lake, NJ
Network Traffic Monitoring for VoIP, Video and Citrix apps on Network LAN, WAN and VLANs.
Support International & Domestic Tandberg and Polycom Video Conferencing systems. Systems run on ISDN, LAN & WAN circuits with bridges in Germany and the U.S.
Maintain and update “Tru-System” call accounting software and database.
Deliver resolutions for help-desk troubles and MAC’s generated by “Remedy” software applications. Troubles include voicemail, down circuits, Video-Conferencing issues and phone services.
Facilitated backlog management of 50% increase in help-desk tickets year to date due to duplications, incorrect routing and prioritizing.
Order, turn-up and trouble-shoot all circuits from MPLS, T1, ISDN, POTS to DS0’s. Maintained database of all related circuit information.
Assisting in roll-out of Seimens HiPath 4000 VoIP phones and peripherals.
Maintain and update all cable pairs from MDF, IDF pairs to inventory of available pairs at user stations.
Manage vendor technicians on installations and moves.
Audio/Voice Engineer
04/01-12/06 Franklin Central Communications, Nutley, NJ
Project Manager on installations and service of phone, network, A/V and CCTV customers.
Analyzed existing services and costs and made recommendations supporting changes in telecom trunking services for commercial and residential customers.
Met with other vendors and trades to determine timelines and scheduling of work as it related to our equipment /services installation.
Supported numerous customer PBXs including Seimans Hi-Path 3000/4000, NEC2400 IMG, MMG, IPX and Avaya Definity G3 performing MACs. Also supported related voice-mail applications.
Provided technical and marketing support for all sales inquiries.
TELECOM ENGINEER
04/97 – 03/01 Cantor-Fitzgerald, New York, NY
Provided analog voice support for major VoIP integration and roll-out to all affiliated offices world-wide.
Responsibilities included verification and creation of trouble tickets and follow -up with customer to confirm circuit and service integrity.
Managed all IPC MX turret and peripherals MACs installed by Local 3 vendors
Design and inventory of cable infrastructure.
Performed MACs and maintenance on NEC2400 PBX.
Configuration & setup of video- conferencing equipment.
Troubleshoot and maintain DSO channel-banks on TDM muxes for local and International circuits.
Troubleshoot and maintain all broker circuits including ARD, MRD, Hoot n Holler.
AVP OF COMMUNICATIONS
05/86 – 04/97 Noonan, Astley & Pearce, New York, NY
Managed daily help-desk operation for over 500 brokers & 100 back-office personnel in an extremely busy Communications Dept.
Met with Senior Management weekly to discuss budgets, new equipment and technology roll-outs, project scheduling and departmental goals.
Facilitated two major moves of the entire communications infrastructure & company from NY to NJ and back to NY.
Designed and rolled out video-conferencing services through-out International offices over ISDN and eventually dedicated data circuits.
Negotiated Service Level Agreements with all vendors.
Used vendor customer support and escalation lists for problem resolution.
Provided technical/operational support for all equipment and services.
Performed moves, adds, changes and maintenance on NEC2400 PBX and Vband DN broker turret system
CERTIFICATIONS:
*NEC 2400 IPX, IMG and MMG PBX's
MCSE - 1999
A+
NET+
HTI+
LAN-WAN Fundamentals - Learning Tree
Understanding Carrier Services - AT&T
New Bridge Bandwidth Manager
Toshiba Strata
Toshiba CIX100 and 200
NEC AD-64 Voice-Mail
Octel Voice Mail
IT Management Fundamentals - NYU
Digital PBX - NYU
IN PROGRESS CCNA & CCVP
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