Jamie Randolph

Atlanta, GA *****

ad32td@r.postjobfree.com

323-***-****

Objectives

● Enter an established diversified company where my professional skills, abilities, and work ethics are challenged, championed and enhanced.

● Experienced customer service leader, information technology professional, and data analyst with proven ability to integrate and coordinate multiple intricate department functions.

● Excellent communication and analytical skills, creative problem solver, solid, accurate, decision maker, who is very flexible.

● Serve all with professionalism, patience, integrity and tact.

● Join a business family where success, determination, accountability, positive mental attitude and customer satisfaction are the foundational tools used to collectively attain new levels of success.

Work Experience

Ops Infrastructure Engineer - Old Castle APG - Atlanta, GA 1-2020 - 3-2023

● Responsible for administration, configurations, and support of CUCM 12.5; CUC 12.X; CUPS 12.5

● Participated in software planning, consulting and platform selection.

● Responsible for the design, administration, and support of CUCM, CUC, CUPS, and JABBER platforms.

● Tracked installations, modifications, and support efforts to ensure goals were met.

● Gained extensive experience implementing, integrating and providing support to end user for new platform.

● Performed end user training on Cisco phone system as well as the Cisco Jabber applications.

● Gained experience troubleshooting and configuring WEBEX conference room wall boards.

● Provided T2 support for Call Manager, Network, and various other issues

● Assisted with the decommission of the legacy phone system Shortel.

● Responsible for the configurations and support of the CUCM Servers, CUC Servers.

● Trained entry-level engineers with CUCM navigational steps and basic MACD’s.

● Responsible for all Jabra headset configuration, support and end user training.

● Assisted other team members with special projects and technology rollouts.

Application Engineer II - Synovus Bank - Columbus, GA 1-2018 – 1-20

● Responsible for administration, modification, configurations, and troubleshooting of CUCM 11.X; CUC 11.X; CUPS 11.X; UCCE 11.X, Cisco Finesse, application(s).

● Gained extensive knowledge and experience supporting, troubleshooting, configuring and resolving issues related to UCCE, ICM, CVP, Cisco Finesses, CER

● Responsible for and gained extensive knowledge with UCCE & CVP monthly server patching

● Responsible for resolving trouble tickets regarding voice related issues within CUCM, UCCE, CUC, CUPS, JABBER, CVP, CER, ICM.

● Gained extensive experience and knowledge supporting and resolving issues with Bucher + Suter connects for salesforce.

● Performed upgrades and application update(s) to the Bucher + Suter application as required.

● Excelled at supporting administrating, and resolving issues related to 2Ring Wallboard Dashboard.

● Extensive experience administrating, troubleshooting, resolving end user issues with Calabrio & Workforce Management.

● Responsible for engaging vendors and carriers as required to assist in troubleshooting or implementation of application solutions.

● Implemented vendor packages such as those mentioned above.

● Ensured customers and end users receive prompt, accurate, professional, and courteous service.

Network Engineer II - Genuine Parts Company - Atlanta, GA 7-2015 – 7-2018

● Responsible for administration, modification, configurations; changes, and troubleshooting of CUCM 10.5; CUC 11.X; CUPS 10.5; UCCE10.5, Cisco Finesse

● Gaining extensive knowledge and experience supporting, troubleshooting, configuring and resolving issues related to UCCE, PCCE

● Responsible for CUC and CUCM server upgrades from version 10.5 to version 11.5.

● Administered UCCE platform, including but not limited to ticket resolution, troubleshooting, and moves, adds, changes, deletes.

● Participated in 24 hours on call support rotation - weekly

● Resolved trouble tickets regarding voice related issues within CUCM, UCCE, CUC, CUPS, JABBER,

● Extensive experience and knowledge with network monitoring tools, SolarWinds, Nagios, Live Actions

● Performed network troubleshooting to isolate and diagnose network problems

● Experience troubleshooting CUBEs, and SIP trunks, resolving carrier related issues.

● Excelled at working with Infoblox, and Ultra DNS to managed service portal.

● Decommissioned and recommissioned enterprise teams in new office suites around the GPC Campus.

● Extensive experience in circuit turn-ups, Ethernet and T1 circuits from AT&T & Verizon to increase network bandwidth to remote distribution centers.

● Engaged vendors/carriers as required to assist in troubleshooting of network solutions.

● Configured hardware equipment (routers, switches, open gears) as needed for project roll out.

● Extensive experience with Live Action monitoring tool and application.

● Responsible for iWAN distribution site implementation.

Telecom Engineer - SunEdison - Boston, MA 5-2015 - 4-2017

● Responsible for administration, modification, configurations; changes, and troubleshooting of CUCM 10.5; CUC 11.X; UCCX 10.5; CUPS 10.5; BE6K Servers

● Gained extensive knowledge and experience supporting, troubleshooting and resolving issues related to CVO

● Participated in weekly update call regarding voice related issues, projects, ticket resolution, end user support.

● Responsible for resolving trouble tickets regarding voice related issues within CUCM, UCCX, CUC, CUPS,

● Maintained accurate inventory records (i.e., DID's, Phones, Extensions, CUCM licenses)

● Served as a single point of contact for Cisco VoIP issues and support for all locations with Cisco endpoints.

● Responsible for the decommissioning of remote locations within CUCM once the physical process is complete.

● Experienced with CUCM, CUC, UCCX, cleanup to confirm data and server accuracy.

● Responsible for maintaining accurate inventory records in CPLM for license usage.

● Excelled with new location/site configuration and deployment within CUCM.

● Gained extensive experience configuring, deploying, and supporting BE6K Servers (Cisco Business Edition 6000)

Voice / Network Engineer - Kids II Inc - Atlanta, GA 4-2004 - 7- 2014

● Supported Cisco IP Telephony applications including CUCM; 8.x; CUC 8.x, 9.x, UCCX, CUBAC.

● Supported Global MPLS WAN infrastructure: ISR Routers / Gateways, Catalyst Switches and ASA firewalls.

● Responsible for end user phone setup, voicemail, personal communicator/Cisco Jabber configuration within CUCM 8.x, 9.x,

● Gained extensive experience monitoring and resolving operational issues involving Cisco IP Telephony applications.

● Configured Cisco R&S, troubleshoot and resolve voice related issues for remote and international offices.

● Performed CUCM, CUC, UCCX, CUBAC migration upgrade within 8.x,

● Responsible for configuring, installing, monitoring, supporting, Network Optimization Devices: Riverbed Steelhead: Server side as well as remote offices Riverbed Steelheads.

● Managed Wireless Controller Cisco 5508, updated firmware, configured and deployed WAP, for entire corporate infrastructure and remote offices Worldwide

● Prepared documentation detailing configuration of Network/Voice hardware.

● Gained extensive knowledge, demonstrated proficiency troubleshooting, and monitoring of core LAN / WAN services for corporate HQ and remote sites Worldwide.

● Gained extensive experience, provisioning, supporting, troubleshooting of WAN technologies (i.e., T1/E1, T3/E3 circuits, PPP, and ISDN PRI/BRI).

● Configured, racked, cabled, and deployed new remote sites with Cisco IP Telephony Voice equipment.

● Responsible for providing support to remote sites with IP Telephony equipment, (China, Hong Kong, United Kingdom, South Africa, Japan, Arkansas, Canada, Mexico, Germany, France, Amsterdam)

● Participated in, 24x7 on call rotation.

● Gained extensive hands-on experience with Cisco ASA/ASDM firewalls as well as other various firewalls.

● Responsible for managing disaster recovery/ business continuity as it relates to Network/Voice infrastructure.

● Responsible for integrating third-party applications in Cisco IP telephony environment.

● Responsible for maintaining, troubleshooting any issues with Cisco IPCC/UCCX, CUC, CUCM.

● Gained extensive experience with IPCC/UCCX scripting changes, modifications, and updates.

● Responsible for configuration, changes, updates, and troubleshooting issues within Cisco Unified Presence and CUPC 7.x; 8.x; 9.x.

● Performed new hire training as well as quarterly end user training on Cisco IP Phone use and features, and Cisco Jabber use and features.

● Excelled at training level 1 engineers on CUCM MACD, IP Telephony configuration, CUCM navigation and support.

Education

University of Tennessee Chattanooga - Bachelor 7-95 - 12-98

American Intercontinental University - Certification 4-02 - 5-02

New Horizon Computer Learning Center - Certification 5-10 - 6-11

Skills

• Various Certifications (Network+ Certification, CCNA-Voice, CCNP-Voice, ICND 1&2 Certificate of Completion)

• AUCCE1 Administering Cisco Unified Contact Center Enterprise Part 1 v10.0 Certificate of Completion

• AUCCE2 Administering Cisco Unified Contact Center Enterprise Part 2 v10.0 Certificate of Completion

• Various Applications (AS400, SQL Scripting, Python, Voss, Riverbed Steelhead, Live Action, Siebel, Xerxes)

• Various Applications Cont. (Bucher/Suter, Calabrio, 2Ring W&D, VMWare, CIMC, ESXi)

• Cisco Clear Air WAP

• Cisco Nexus Switch

• Cisco Wireless LAN Controller: 5508

• Cisco Catalyst Switch: (2900 Series); (3500 Series); (4500 Series)

• Various Cisco Router Series (800, 1800, 2800,4300, 4400, 5500, 6500)

• Various Cisco Security Appliances (ASA 5510, 5515, 5520, 5580)

• Various Protocols (TCP/IP, DHCP, VoIP, SIP, H323, H245, PRI SCCP, MGCP, DHCP)

• Various Networks (LAN, WAN, iWAN)

• Various Call Manager Versions (CME, CUCM 7.x – 14.x)

• Various Cisco Applications (CUC, UCCX, Finesse, Jabber, CUBAC, CUIC, CVP, CER, ICM, Telepresence)

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