Phone: 404-***-**** Email: email@example.com
IP Voice Services Engineer - IT Professional
Telecommunications Network Administration
Summary of Qualifications
Highly accomplished and results-driven Voice Services Engineer & IT Professional with 15+ years of experience managing all facets of systems administration, computer networking, installations, troubleshooting, and technical support operations. Hands-on experience with Cisco’s Unified Communications application suite including Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), and Cisco’s Express products. Adept at collaborating with all levels of personnel and corporate management to achieve business and IT resolution objective success. Solutions-oriented with notable success performing a broad range of Telecommunications and IT initiatives while participating in planning and implementation of systems solutions in direct support of targeted business objectives. Consistently revered for managing large call volume and ticketing system issues while providing exceptional customer service at all times. Currently seeking a role as Cisco Voice Engineer or IT/Network Support by demonstrating the following key strengths:
Voice Service Engineering
Service Level Agreements (SLA)
Unified Communications Manager (CUCM)
CDK Global (formally ADP Dealer Services), Atlanta, GA October 2014-December 2015
Systems Voice Consultant
Responsible for design, configuration, and support of a resilient (clustered) IP based PBX using Cisco’s Unified Call Manager (CUCM) for Advanced Data Resources (ADP) customer’s throughout North America and over 100 locations.
Participate in design teams to provide solutions and capacity planning of a complex VoIP infrastructure.
Design, develop, configure and sustain engineering support of VoIP network including; SIP Trunks, UC Application Servers, Media Resources, and Cisco Unified Border Elements (CUBE)
Provide Tier 3 team escalation and interface with vendors to resolve all issues as required
Responsible for researching emerging technologies with respect to unified communications to address client business needs and requirements.
Respond to issue escalation and service interruption as a confident technical leader.
Provide Operation Support on & off hours; including but not limited to build and/or upgrade support.
Develop standard configurations, procedures and guidelines for selecting, installing, and deploying integrated solutions and platforms within various customer’s complex UC environment
Keep abreast of industry and technology trends, available products and services in support of a complete Unified Collaboration solution
Create design documentation including “as built” documents, design summaries, migration plans, and Visio diagrams as appropriate.
Maintain effective external relationships with vendors, consultants, and service providers.
Cox Enterprises, Inc., Atlanta, GA May 2005 – June 2013
Voice Services Engineer
One of 3 Voice Services Engineer responsible for Cox Enterprises and its subsidiaries VoIP Platform consisting of over 10,000 devices. Maintain and support centralized telecommunication infrastructure, specializing in Unified Communications; this includes Cisco Unified Communications (CUCM) system administration, troubleshooting, analysis, testing, research, training, problem solving, tech support, hardware and systems – including CUCM, Cisco Unity Voice Mail, and analog Voice Gateways, including VG202, VG224, and VG248.
Developed and maintained Cox Enterprises dial-plan and dialing route tables.
Performed quick troubleshooting and configured CUCM, Express, and Unity Connection, in depth understanding of Gateways, Gatekeepers, and Cisco IOS.
Deployed and designed Digital/Analog voice gateways, media resources such as conferencing, transcoding, MTP, and MOH such as IP phones and CIPC with strong knowledge and experience based on CCNP platform.
Responsible for the transition of Cox Media Groups television station from Avaya PBX to Cisco’s UC platform, implementing new audio routing features using call handlers in Unity Connection.
Utilized Cox’s ACD application I3 to create, modify and remove ACD/IVR accounts as well as queues and schedules.
Developed and maintained SIP trunks and ACD SIP profiles for I3 ACD system.
Utilized extensive background in Microsoft Windows Server administration to troubleshoot Cisco MCS server.
Le Cordon Bleu College of Culinary Arts, Tucker, GA Jun. 2004 – Apr. 2005
Primary helpdesk support engineer in charge of all Le Cordon Bleu’s business entities, students and employees including production support services, timely resolutions and onsite maintenance. Installed, supported and maintain all site HP desktops and Toshiba notebooks running Windows XP.
Provided Cisco Call Manager and Unity administration including IP phone setup, voicemail and basic moves, adds and changes, (MACs).
Responsible for the administration of the Windows Server 2003 domain.
Provided clients with VPN clients support and administrator.
KForce Professional Staffing, Roswell, GA Nov. 2003 – Apr. 2004
PC Support Specialist
Provided support for the entire Kaplan corporate office (150+ users), as well as system administration of the Windows 2000/XP desktop environment utilizing Active Directory and Novell NetWare.
Provided hardware deployment, and software installation and support for all Dell and Toshiba desktop and laptop systems.
Responsible for the remote PC support of over 60 US Kaplan Campuses.
Managed MindSpring e-mail accounts for all remote users.
DeKalb Medical Center, Decatur, GA Jun. 2003 – Nov. 2003
Support Analyst I, Contract
Provided support of over 3000 remote and local users, as well as utilized a remote access application called LANDesk to support remote clients.
Resolved trouble tickets using the Remedy helpdesk tracking system.
Responsible for the installation and support of PC software/hardware.
Responsible for the installation and configuration of stand-alone/network computers and printers.
Community Loans of America, Atlanta, GA Mar. 2001 – May 2003
Systems Support Analyst
Provided call in tech support and system administration to 590 remote and local facilities using PC Anywhere and VPN connections.
System administration and domain support on 3 NT and 2 Windows 2000 servers. Supported various operating systems (Windows XP, 2000, NT 4.0, and 9X) and software packages including Microsoft Office (XP, 2000, and 97), Symantec Antivirus Corporate Edition 8.0, Symantec GHOST, Symantec WinFax, Track-It and Artisoft LANtastic.
Hardware configurations, installations and repairs on Dell and Hewlett Packard PCs.
T1 Network support and monitoring on 2 Cisco Catalyst 1200 series switches and nightly system backups using ARC Serve software.
SouthNet Telecom Services, Inc., Smyrna, GA Feb. 2000 – Nov. 2000
Technical Support/VoIP Systems Administrator
Monitored the Network and voice architecture ensured top quality voice to customer base of over 5000 subscribers and processed all VOIP customer trouble tickets and complaints.
Maintained all NPA/NPX route selections and translations.
Supported various operating systems (Windows 2000, NT 4.0, 9X). Installed various hardware peripheral equipment (NIC cards, hard drives, floppy drives etc.) and software packages including Microsoft Office, Outlook and Internet Explorer 5.5.
Assisted with the internal coordination of moves, additions and changes to company Inter-Tel Axxess PBX phone system.
Accountants on Call, Atlanta, GA Aug. 1998 – Jan. 2000
Responsible for all installations, upgrades and repairs to local network. Provided technical support to office staff after a system conversion to a Windows 98 operating system. Performed network maintenance and performance checks on a weekly and monthly basis.
Supported 20 recruiters for a large Metro Atlanta staffing company. Conducted all preliminary interviews of candidates. Verified past employment, education, criminal, and credit references of all candidates. Distributed all resumes received via the Internet and postal system to office recruiters. Created spreadsheets for area manager to monitor weekly and monthly statistics of office staff. Printed, corrected and filed all daily error reports.
Managed the weekly payroll processing for 90 – 100 temporary employees. Processed I-9, W-4 and W-2 forms. Corrected errors on processed timecards and adjusted client invoices accordingly. Printed checks, payroll logs and filed hard copies.
Reviewed monthly vendor statements, processed monthly vendor invoices, and filed hard copies of invoices due and paid.
Education & Certifications
STI Knowledge, Inc., Atlanta, GA
Certified Helpdesk Professional (CHDP), 2003
ATG, Sandy Springs, GA
A+ Certified/Network+ Certified/MCSE/CCNA/CCDA
DeVry University, Atlanta, GA
Candidate for Bachelor of Science Degree in Telecommunications Management
Candidate for Bachelor of Science in Business Operations
Cisco Router 800, 1700, 2600, 3600, 3700, 3800, 3900 analog Voice Gateways 224, 248, 202
Cisco IOS, CUCM8.x, 9.x, 10.x, CUCME, Cisco Unity Connection, Unity Express, VoIP protocols(H.323, MGCP, SIP) gateways, SIP trunking and configurations
Windows Server 2003, XP, 2000 server/professional, NT server/workstation, and 9.x, Linux - Informix
Office 2003, XP, 2000 and 9X, Remedy, CUCS, CUC, UC, Cisco IP Communicator, Microsoft Office Suite 2010, Lync 2010
Internet Explorer, Safari, Firefox, Google Chrome.
Magic, Remedy, Track-It, Goldmine HEAT Remedy, Putty, WireShark