Technical Consulting Engineer
Resume:
Hazel Pringle
**********@*****.***
Summary:
A versatile and highly-responsive technology PBX consultant with expertise in providing effective business solutions for voice infrastructures of any size, from small to global. Proven ability to create and implement plans to meet business needs, as well as IP Telephony architectural designs that can scale with a company's growth.
Education:
Bachelor of Science, Network Management Westwood College, Graduated July 2012
Cisco Certified Network Professional Collaboration
Developing Applications Using Core Platforms and APIs
Implementing Automation for Collaboration Solutions
Implementing Collaboration Conferencing
Cisco Certified Specialist in the following
Collaboration Applications Implementation
Collaboration Call Control & Mobility Implementation
Collaboration Cloud & Edge Implementation
Collaboration Core
Cisco Certified Network Associate Route and Switch
Accessing the WAN
Routing Protocols and Concepts
LAN Switching and Wireless
Network Fundamentals
Cisco Express Collaboration Systems Engineer Representative
Cisco Video Network Specialist
Lean Six Sigma Yellow Belt
VMware Certified Technical Associate
Professional Experience:
Elite Mind Technologies April 2024 to Current
Telecom Engineer
Administrate Webex Control Hub for Enterprise
Avaya Site Adminstration
Analog Devices: ATA192, VG400, VG410 administration, configuration, testing
City of Atlanta July 2023 to Nov 2023
Lead Voice Engineer
Trained team on CUCM Admin and SIP Messaging
Configuration of Jail Call Handler within Unity Connection 11.5
Created a ATT IP Flex Trunk Fail Over Plan with Diagram, and preformed successful redundancy testing
Created a SOW for Enterprise Upgrade and Migration of UC applications
Resolve Tier 3 Unity Connection and CUCM issues
Troubleshoot Cloud Contact Center Solutions
AWS Administrator- Amazon Connect, S3, Sandbox Lab, Polly etc
Microsoft Teams Administration- configure direct routes, troubleshoot fax etc
Fortigate and FortiManager Administration: Add polices and devices
Deployed Zoom and Teams Meeting Conference rooms and created a SharePoint FAQ Guide
Elite Mind Technologies March 2022 to July 2023
Lead PBX Engineer
Configuring and testing IVR calling with agents
Experienced in configuring Dial Plans, including Trunk, Outbound/Inbound Routes
Proficient in configuring Grandstream UCM6301-GXP2135, Cisco Phones-SPA52G2, 2N IP Vario Intercom
Vonage provider account management
Troubleshooting SIP calling issues, Firewall (Meraki MX450), packet capture analysis, VLAN, Traffic Shaping
Expertise in CUCM, Call Failure, Call Recording, SSO, TLS, Certifications, CUCC, Webex App, Hybrid Calling, Expressway C/E, E164 dial plan, VPN, IP phones-security, Packet Capture Analysis, and Logs, CUBE/SBC and Video endpoints
Proven ability as a resolution leader and adept problem-solver, utilizing a well-honed troubleshooting methodology
Skilled in customer-facing break-fix support Tier 3
Proficient in Microsoft Server 2008/2014-LDAP Server with Certificate Authority, LDAP Directory configuration, DNS and Medium Sized Intgration- LDAP Secure
Troubleshoot and provide solutions for Enterprise/Global problems, such as LDAP sync and Dial Plan Consolidation
Proficient in VMware vSphere Client Management/Administration of ISO/OVA/IOS files and host
Plan, coordinate, and execute PRI to SIP migration with Windstream
Dial Plan configuration
Configuring iFax Brooktrout SR140, Voice Gateways
Develop infrastructure upgrade plan for: CUCM 10.5 > 12, UCCX 10.5
Unity Connection (IVR) Call Handler changes
Provide Tier 3 Troubleshooting for: Phone registration, CUCM issues
Manage/Administer VMware vSphere Client ISO/OVA/IOS files and host
Millennium Sept 2021-March 2022
Lead Voice Engineer
Create and implement migration plan from BE6k to BE7k
Migrate to Microsoft Server 2008/2014/2016
Provision and configure Cisco license agreements
Generate detailed infrastructure diagrams
Compile matrix of devices and Unified Communications applications
Persido Oct 2021- Oct 2022
Cisco and Avaya Voice Engineer
Migrate existing Cisco/Avaya setup to BBVA
Update dial plan and call flow
Install, move, add, and make changes to CUCM using BAT
Unity Connection troubleshooting
Cisco-Avaya Troubleshooting
Provide Tier 3 support for Avaya site administration
Administer Avaya control manager and Avaya Aura System Manager (voicemail)
Analyze Oracle Enterprise Communication Broker logs
Logically March 2021-March 2021 UCCX Trainer
Designing & Implementing Dial Plans, Configuring & Administering, UCCX Call Flows
Designing & Administering VoIP Infrastructures, Digit Manipulation & Call Routing Strategies
Provided Recommendations: Developing Scalability Solutions, Optimizing Dial Plans
Open Technology Solutions March 2021- Aug 2021
UCCE Engineer
Documentation of VoIP Infrastructure: Architectural Diagrams of UCCE call flow and Call Manager clusters, Hunt Pilot Queuing, Configuration and Troubleshooting, Unity Connection, SIP Trunk maintenance, SolarWinds Administration, UCCE Scripting, Update IVR wav files on menus
LDAP User Configuration; CUBE configuration
Troubleshooting: Vicidial synchronization, Phone registration/Configuration, WebRTC, 3CX installation
Cisco April 2019- Nov 2020
High Touch Technical Consulting Engineer
Provided second/third level technical support for Enterprise voice technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers.
Applied analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.
Provided technology/product training and intellectual property material as the need arised.
Acts as focal point for large account network problem resolution.
Effectively utilizes moderate to sophisticated lab setups to recreate and solve problems.
Submitted complete and accurate bug reports in area of expertise.
Ability to determine root cause and resolution for previously unknown problems.
Interacted across TAC/HTTS/ROS teams and development teams at peer level.
Acts as a technical expert and provides support on a global basis.
Provide Enterprise voice technologies to Cisco customers, partners, account teams, and other TAC engineers.
Unity Connection, Unity; Call Handler, DTMF, BAT, SIP/SCCP integration, mailbox migrations, voicemail, database replication, MWI, increase disk space, Upgrade
Analyze logs and isolation of issues: Powershell, Linux Administration
Cisco Emergency Responder; CTI Route Points, tracking phones, SNMP
Prime Collaboration Assurance, Deployment Deploy and Troubleshoot issues
Cisco Unified Communication Manager; vCME, CUBE CUCM; licensing, installing/upgrade, ES/COP files, phone registration, feature and services (mva,cbarge etc), certificate issues; Core dumps; URI/ILS configuration, Upgrades, PCD and PLM
vCME SIP/SCCP troubleshooting; SRST
CUBE; vCUBE, NIMs, PRI/BRI troubleshooting; Dial Plan Configuration; POTs configuration
IM and Presence; Jabber; Deployment, Installation SAML Error Messages; Persistent Chat, SSO, Jabber Mobile, troubleshooting IM/calling:Jabber SRST
Cisco IP Phones/DX80/Codec; Troubleshooting firmware, registration, audio, wireless,CAPF certificate
Expressway C/E; VCS C\E; Telepresence Management Suite, Troubleshooting video calls, installation, deployment, Video Latency; deploy SQL server, audit logs, troubleshoot email integration issues
Satellite Server License Management (SLMS), ELM, PLM Install, integrate with UC application and troubleshoot license issues
UCCX; UCCE Troubleshooting; Calls get fast busy, Lab in standby state, certificate issues; CCMP login issues, Agents unable to sign-in, configuration assistance; help desk scripts, Sync Failure; Finess Administration
WebEx; Cisco Webex Meeting Server (CWMS)-Expansion, Administration, NFS Storage
Disaster Recovery; Upgrade
CWMS o MOP for CWMS expansion 800 to 2000 users, troubleshooting bridge creation/allocation, Database Corruption; Deployment issues, call back feature, increase host limits; upgrading 3.0/4.0
Cisco Meeting Server(CMS); deployment, troubleshooting calling issues, licenses, LDAP integration, configuration assistance qith WebRTC
TMS; SQL Server 2016, Deployment, Calendar Issues
Bugs Found:CSCvv69122, CSCvu80571, CSCvv2621
Microsoft Server 2008/2014-LDAP Serverw/High Availability, Multi-Domains, SQL Server and Querying, Enterprise Integration
ESXi 5.1-6.0 Server installtaion
VMware vSphere Client Management/Administration of ISO/OVA/IOS files and host
Wipro Technologies/Diversey April 2018- April 2019
Lead Onsite Voice Engineer
Expert Global Cloud and Infrastructure Solutions Team member, providing global contact for FUZE PBX and FUZE Contact Center troubleshooting and script changes for call menus
Proficient in migrating from Cisco to FUZE VoIP for 10-200 users, as well as configuring CME Routers, BE6k, Avaya S8300 CM, and Unified Collaboration
Skilled in L3/L2 Troubleshooting, including voice and analog gateways, call routing, unity connection, voice gateways, default routers, and Enterprise EIGRP networks
Successfully overseen hosted solution cutover of global infrastructure as Project Engineer, as well as remote site deployments
Lead and supported teams for Avaya, Cisco, and Fuze in multiple time zones
Provided Enterprise Engineer Support of Voice Network Services, Voice Messaging, Conference Services, Conferencing Services, as well as created IPT Architect designs for BE6k integration with remote sites and voice infrastructure
Digicel Nov-2017 to Mar-2018
ICT Engineer
Configured Ubiquti Firewall and WiFi Access Points for secure and efficient connectivity, as well as provided L3/L2 Troubleshooting for call routing, Unity Connection, voice gateways, default routers, and Enterprise OSPF networks
Served as Lead engineer/ Project Engineer for Virtual Migration and ReIP of decentralized deployment, while also managing Cisco Unified Attendant Console, Phone Setup, and provisioning and supporting existing infrastructure of Voice Add, Moves Changes to Voice Gateways, CTI Agents, Switches, E1s, Call Routing, and Unity Connection
Administered CME BE5K/CUCM 500- Servers and deployed de-centralized Call Manager, Unity, IM&P
Effectively configured RV340 Dual WAN/Fortinet-Firewalls with ACLs, IP whitelisting, Cisco 2960L/ Cisco 302 Switches/Cisco 800 series, and built C220 M3 Servers
Successfully installed ESXi 5.1-6.0 Servers, managed VMware vSphere Client with ISO/OVA/IOS files and hosts, and provided technical support to third-party and client operational staff
Paychex Inc. Sep-2016 to Aug-2017
Voice Engineer
Project Engineer for Telepresence IOS conversion and 78XX Series IP Phone deployment
Experienced in re-designing Enterprise EMCC, Dial Plans, and Call Routing
Proficient in utilizing Call Tracing tools such as Palladion, RTMT, Vermark, and Avaya Emulator
Expert in administering UCCE, Finesse, CUCM, Unity Connection, ICM, Avaya (ASA), and H323/MGCP Gateways
Responsible for ticket management and customer support
Experienced with Microsoft Server 2008/2014-LDAP User configuration
Deployed SIP solutions for Cloud AT&T and Avaya
Xerox Technology Dec 2012 to Sep 2016
Cisco UC Specialist
Team member of Global Voice Services and Instant Messaging with supporting role in Global Voice Operations
Expertise in Expressway Core and Edge Deployment in Lab, as well as Development/Operations IPT Lab, Macintosh, IP Phone, Softphone, Variphy Insight, Attendant Console and Disaster Recovery
Experience creating user guides for new voice components (8831, Atex Phone), managing Global Documentations and IPT Assets (hardware, software), and creating Architectural Designs
Ability to provide proposals for Cisco End of Life and End of Sale equipment and business solutions for IPT infrastructure based on current Road Map
System Administrator for Variphy Insight, CUCM, CUPS, CUAC and UC
Assist project managers in planning, implementation and design for voice technology and voice networks in a global environment
Experience with Jabber and Microsoft Lync IM and Softphone Project, as well as ESXi 5.1 Server Installation and VMware vSphere Client Management/Administration of ISO/OVA/IOS files and host
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