Contact Center Information Technology
Resume:
W. Daniel Osburn
Groveport OH *3125
***********@*****.***
Professional Summary
Information Technology Professional with over 20 years of experience providing Level I – Level III support. Past and recent projects include
Successfully delivered Microsoft Unified Communications practice projects with heavy recent emphasis on Teams Voice and Governance
Numerous pre-sales engagements growing the Unified Communications practice
Designed and built numerous hosted and on premise hybrid Unified Communications architectures for small, medium, and large businesses
Assisted the creation of Microsoft UC delivery methodologies for hosted and on premise systems
Integration of Manage Engine Helpdesk Software,
Migrations from Analog/Digital telephony to VoIP for 400+ users,
Deployment of Windows Servers, specifically Print Server with 150+ devices and DC upgrade with role and application transfers,
Primary responsibilities included acquisition and deployment of all corporate hardware and software while coordinating professional services. Composed and executed multiple operational consulting methodologies which included email migrations, infrastructure and applications assessments.
Multiple OS deployments and upgrades including Windows XP, 7, and 10,
MS Teams Migrations voice and conferencing service for multiple sites,
Hiring and training of helpdesk personnel,
Firewall, Switch and Wireless AP deployments,
Virtual Server and Desktop support using VMWare, Hyper-V, and Citrix
Use of Powershell for managing AD, Exchange and 0365 (specifically MS Teams) for object and user updates and running scripts
Microsoft SCCM 2012 – Service and Configuration Manager for monitoring devices
Administration of Telephony Platforms including Nortel, Cisco, Skype and MS Teams
Maintenance and configuration of mobile devices using various platforms BES, Goodlink, Airwatch, Meraki, and Citrix XenMobile
Support Usage of platforms like Cisco WebEx, Zoom, Ring Central and MS Teams for conference, chat and other collaboration
Able to support various Apple devices including iPhone, iPad, Mac Book, Mac Pro, and Mac Mini. Have used Yosemite, High Sierra, Catalina and Monterey versions.
Team member working with multiple 0365 projects but also able to configure a new tenant and configure for AD, Exchange, and Teams
Proficient with the use of CLI and GUI for Cisco Devices
Certifications/Technical Training
Cisco CCNA Route and Switch
October 2017
Recertified October 2023
Comptia Security+
September 2023
Cisco Certified Entry Networking Technician (CCENT)
License CSCO12661666
June 2016
Certified Meraki Network Associate (CMNA)
July 2016
Microsoft Certification Training
MCTS 70-680 Certification Number: D530-2153 : Windows 7, Configuration, November 2011
MTA 98-349 Certification Number: F377-8844 : Operating System Fundamentals, July 2015
Microsoft Certified Professional Certification Number: F158-2554, April 2012
Microsoft Courses Completed
70-686 Windows 7 Enterprise Administrator
70-640 Configuring and Troubleshooting Windows Server 2008 Active Directory Services
70-641 Configuring and Troubleshooting Windows Server 2008 Network Infrastructure
70-646 Configuring, Managing and Maintaining Server 2008
Nortel Certification Training
Communication Server 1000 5.5 System Administration and Management 0777C Nov 2008
VMWare
Completed Fast Track course for VMWare VSphere 5.0 in March 2012
Cisco Unified Communications / Routing & Switches
Unity Connection Administration v.9.0, October 2013
Communications Manager Administration v.9.0, October 2013
Cisco ICND1 v.2.0 Interconnecting Cisco Networking Devices Part 1, March 2015
AudioCodes Certified Associate
AudioCodes SBC in a Microsoft Teams Environment: Essentials & Configuration June 2022
Professional Experience
PerryProTech Sept. 2023 to Present
L2/L3 Reactive Engineer
Managed Services, Dayton OH
Onsite and remote remediation for infrastructure and applications
Knowledge of virtualization, storage, backups, anti-virus, security in MS Windows environments
Knowledge of hardware requirements for network, server and end users.
Department of Aging - State of Ohio Oct. 2022 to May 2023
UC Engineer/Microsoft Teams, Contractor
Develop plan for deployment of new conferencing equipment for usage with MS Teams conferencing and Cisco Voice
Managed team to deploy Active Directory Federation Service (AD FS) to business facing applications, Implemented East/West network segmentation, Consolidation of two local data centers to one, Microsoft Teams, Microsoft One Drive, and Cisco Duo Multifactor Authentication for elevated domain accounts.
Projects included numerous Lync and Skype for Business server migrations to Skype for Business online and Teams when it was released.
One of the first successful direct SIP trunk integrations between OCS and Cisco Call Manager
Managed and upgrade three Call Manager clusters with over twenty-five hundred VoIP phones.
Work with vendors to configure and deploy devices
Provide ISE deployment services for migration of users from Confidential NAC to Confidential ISE platform for the following locations.
Create documentation for configuration and for end-user usage
Performs hands-on configuration on Microsoft Teams, CISCO, O365, PEXIP, Synergy Sky, Poly CCX, Crestron Flex, Crestron Fusion, MTRs, Surface Hub, Zoom.
Rebuilt and deployed Cisco Call Manager Cluster for North and South America (two locations). This includes Cisco Call Manager, Unity Connection, Contact Center Express, Presence, Expressway, and Voice Cubes.
WIKA Instrument Corporation Jan. 2018 to October 2022
UC Engineer/Microsoft Teams
Administration of Cisco Call Manager Cluster including Call Manager, Unity, Contact Center and Presence
Administration of Skype for Business, Microsoft Teams and other hybrid environments including Cisco, Shortel, and Avaya
Responsibilities included a discovery of current Infrastructure configuration and a detailed design for a UC deployment (including voice integration) and Exchange migrations from Lotus Notes.
Administration of MDM tools including Airwatch/Intelligent Hub and Citrix XenMobile
Other Admin and Helpdesk duties as needed.
Involved in different client migration planning to reach out client side on boarding team, ordering new client circuit for DC exit involving shareholder notification and business approval. Also coordinating application team during migration for testing purpose.
Migration of ISA Proxy to Bluecoat ProxySG to ensure data security, integrity, and compliance.
All Covered (MSP Konica Minolta subsidiary) Oct. 2016 to Jan. 2018
Systems Engineer/Microsoft Teams
Troubleshoot and install Firewall devices (Cisco, Sonicwall, Fortinet)
VPN clients and site to site configurations
Onsite and remote troubleshooting of Windows Servers and Workstations
Windows Server Deployment, AD and GPO configuration, FSMO Role Migrations
Configure and report status of AV, Exchange/Outlook, BDR, etc.
Deploy backup solutions (Axcient and AC proprietary)
Migrated the Conference rooms using polycom and cisco codecs to Microsoft Teams.
Created meeting room accounts for Microsoft Teams Rooms (MTRs) and responsible for installing and maintaining the Microsoft Surface Hubs.
Troubleshoot and configure Workspaces and Thin Clients using Citrix Receiver
Troubleshoot VMWare ESX virtual machines and datastores
Support Data Center Migration Project involving physical re-locations and lift and shift.
Implemented URL filtering requests in Bluecoat Proxy SG for website blocklist and whitelist purpose.
Support Bluecoat proxy migration to new platform for all Business and Data centers in environment.
Work with Monitoring, Incident and Remote tools like Remedy, Kaseya, Bomgar, LogMeIn, Connectwise, etc.
Digitel Corporation Sept. 2015 to Sept. 2016
Senior Systems Engineer
Telephony and Managed Services Provider
Onsite and remote troubleshooting of desktops, servers, and devices for client base
Configure and report status of AV, Exchange/Outlook, BDR, etc.
Strong experience on Migrations of data center, preparation of technical documentations and presentations using Microsoft Office/VISIO.
WIKA Instrument Corporation Nov. 2004 – Aug. 2015
IT Support
Desktop support for a facility with 600+ local users and 50+ mobile sales force.
Troubleshoot and repair computers and peripheral devices.
Support IT Manager and other staff in diagnosing network errors.
Moves, adds, changes, and Admin duties for Nortel PBX system
Admin for Cisco CUCM, Unity, Presence, Contact Center
Georgia Perimeter College Jan. 2004- Mar. 2006
Adjunct Professor (part-time)
Taught (up to 15 hours per week) introductory computer courses for First-year College students.
Specialize in Microsoft Office and Microsoft PowerPoint.
Specialized in teaching hardware configuration, operating systems, and LAN/WAN use of microcomputers.
Instructed in the use of Galileo and GIL database for library research skills.
Employment Prior to 2004
CATV contractor – audits, sales, collections, technical support for High Speed Data
Renter’s Choice – Store Manager handled all store responsibilities from inventory, sales, collections, supervise staff
Tandy Business Products – Bench Technician, promoted to Service Manager for Clearwater FL service center
Lipscomb University – dorm supervisor
Williams Bros Block – Asst. Manager and Dispatcher
Education
American Intercontinental University, Atlanta, GA
Master’s Degree in Information Technology
Freed-Hardeman University, Henderson, TN
Bachelor of Science in Religion with emphasis in Psychology and Counseling
Windows NT/2000 Administration Course completed.
Additional educational training in A+ and MCSE, and other graduate level courses in religion, counseling, and education.
Contact this candidate