John Duncan

Chicago, IL, ***** 312-***-****

ad18r5@r.postjobfree.com https://www.linkedin.com/in/jmaduncan/

I have extensive experience in the Information Technology field at a Senior level. This includes project management, traffic engineering, advanced call routing, pre-routing, CRM integration, network security, vendor management, major system installation and integration SIP, H323, and E911 Management. Network administration. I also have experience with Cisco UCM, Avaya gateways and Avaya server hardware. Additionally, I have co-written Avaya application notes for E911. Managed Audiolog Product Suite by Verint.

LICENSES & CERTIFICATIONS

Amazon Connect Learning Plan - Amazon Web Services (AWS) 2023

Google Cybersecurity Certification 2023

Google Tools of the Trade: Linux and SQL 2023

Google Technical Support Fundamentals 2023

AWS Cloud Technical Essentials 2023

Architecting Solutions on AWS 2023

Cisco Security Operations Center (SOC) 2023

Oracle SBC Configuration and Administration Ed 1 LVC 2019

Avaya Aura® Session Manager and System Manager Support 2019

MILITARY EXPERIENCE

Ohio Army National Guard - Single Channel Radio Operator/Maintainer (31C MOS)

Member of the US Army Signal Corps

Specialist E-4 1990 to 1998

EXPERIENCE

Information Technology Engineer

ITARMI Nov 2023 – Present

Freelance, fulfilling IT roles as needed. ITARMI is an on-demand IT service provider that connects businesses across the world with top-class technical talent.

Avaya Support Engineer

NCC Contracting (CFTC), Chicago, IL Dec 2022 - Mar 2023

● Maintained and kept updated Avaya unified voice, video, PBX and web conferencing communications infrastructure and services by providing full lifecycle engineering support resulting in solutions that are secure, effective, responsive, complete, and efficient.

● Worked with the following systems on a regular basis:

Avaya PBX System Manager with Element Cut Through to an Avaya Communication System Manager

Avaya Voice-Mail

● Assist with other units in remote offices to install equipment (rack ExtraHop servers, etc.)

● Successfully achieved a Public Trust Security Clearance

Technical Support Engineer Sep 2022 - Dec 2022

JMA Consulting, Chicago, IL

Taking ownership of customer issues reported and seeing problems through to resolution.

Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Telephony Solutions Engineer Aug 2015 - Aug 2022

Sidley Austin LLP, Chicago, IL

● Appointed a highly visible, demanding position to continuously maintain Sidley Austin LLP Voice Communications at 100% reliability.

● Strengthened Sidley Austin LLP communications capabilities by maintaining and upgrading the current Avaya Communication Manager.

● Centralized U.S. and Asia/Pacific (APAC) locations using Avaya Communication Manager, System Manager and Session Manager.

● Maintained and actively utilized Avaya Aura Session Manager and System Manager for both the U.S. and Asia/Pacific (APAC) locations.

● Enhanced application mobility on both iPhone and Android devices that utilize CES and Session Manager by supporting Avaya Equinox.

● Implemented Prognosis VoIP troubleshooting for the global voice system.

● Helped the AV Team engineer devices and supported their use of the Jabber client for back-end trunking—both using the Avaya platform.

● Ensured Deskside Support personnel in U.S. and Asia/Pacific regions were competent in handling day-to-day administration of the Avaya platform.

● Worked with internal clients to enable mobility solutions, these included Apple and Android devices.

● Implemented West (Intrado) Enhanced 911 solution for the entire US.

● Implemented Five9 cloud solution for the IT call center. Also, Maintained the RightFax solution for the company.

Senior Telecom Engineer Mar 2011 - Aug 2015

R.J. O'Brien & Associates LLC, Chicago, IL

● Implemented Speakerbus Turret solution for the Chicago, New York and London office.

● Sustained a 99% uptime for R.J. O'Brien’s global telecommunications systems through implementation, upgrades and technical guidance.

● Complete management of Cisco Unified Communications Manager cluster with subscribers in Chicago, New York, London and Toronto.

● Optimized the Avaya Communication Manager at corporate Chicago location through technical support and problem resolution assistance.

● Led the implementation of 2 mobile phone recording solutions—Redbox and Voxsmart; and implementation of Speakerbus trader turrets.

● Partnered with global partners while supporting and implementing Verint, Redbox and NICE call recording platforms at global locations.

● Incorporated and managed voice-mail platforms Cisco Unity Connection and Avaya Modular Messaging in the Communications Manager.

● Played an important role in the onboarding of much of the business of MF Global due to their failure.

Senior Product Engineer Aug 2005 - Mar 2011

RedSky Technologies, Chicago, IL

● Provided best practice recommendations on RedSky’s largest projects for government agencies that included the Pentagon and Fort Bragg.

● Deployed new technologies to provide Enhanced 9-1-1 (E911) protection for the Pentagon and Fort Bragg across multiple PBX platforms.

● Led procurement, setup, maintenance, and support of third-party telephony (TDM and IP-based) and other communications equipment.

● Created test cases and execution for test plans and scenarios created by product management and development teams.

● Obtained product compatibility certification on Avaya’s Communication Manager v3.1, Cisco UCM 4.2(3), 5.1 and 6.1 and Nortel CS1000.

● Obtained product certification with the Government’s DISA and JITC on the Information Assurance and Interoperability testing protocols.

Senior Voice Engineer – (Computer Telephony Integration) Sep 1999 - Aug 2005

Fifth Third Bank, Cincinnati, OH

● Upgraded and expanded a high-reliability Avaya S8710 PBX in a “green-field” data center with both the VoIP stations and VoIP trunking.

● Implemented Verint Interaction Quality call-recording and evaluation systems, managing software and server operating system updates.

● Coordinated the relocation of a large operations center including the move of over 60 toll-free numbers, and installation of SONET cabinets.

● Managed Audiolog Product Suite by Verint

● systems for 24/7 departments and converted Audiolog call-recording servers to polled channel.

● Ordered, installed, programmed translations and managed the Bancorp’s voice ISDN-PRI circuits.

● Designed and implemented a telephony solution to outsource Collection calls to the Philippines.

Systems Analyst (Voice Telecommunications) Sep 1995 - Sep 1999

Hill’s Pet Nutrition, Inc., Topeka, KS

Systems Analyst (Voice Telecommunications)

● Provided DCS routing via Avaya’s Definity World Class Routing which delivered low-cost network rates and cost savings to the organization.

● Implemented LAN-based Centre Vu Supervisor to provide management with better access to statistics and other data which delivered enhanced business intelligence and occupancy.

● Upgraded and expanded an Avaya S8700 communication system in a campus-wide, fiber-connected and critical reliability configuration.

● Managed Verint Mercom Audiolog Call-Recording systems for 24/7 departments and converted Audiolog call-recording servers to polled channel.

EDUCATION

Bachelor of Technology (B.Tech.) - Information Technology Sep 2023 - Sep 2025 (Expected)

Liberty University, Lynchburg, VA

Information Technology Sep 1995 - 1999

Washburn University, Topeka, KS

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