Engineer Cisco

Amin Brooks

**** ********* ***** *****

Chesterfield, VA 23832

(804) 496 - 0379 - mobile

****.******@*****.***

Technical Summary

Goal-oriented self-starter with excellent communication, superior organizational and problem-solving skills. 21 years of hands-on experience with proven proficiency in local area, wide area and voice over ip network administration and support. Able to write effective documentation of technical procedures. Team player interested in meeting and exceeding overall department goals and demonstrated ability to interface easily with all levels of management, co-workers and clientele. Have obtained a bachelors of science in information technology accompanied by multiple IT certifications.

Technical Expertise

Hardware: IBM-Compatible Systems, Compaq/Dell PowerEdge 1550, 1950, 2850, 6650, 6850,

220s /HP ProLiant DL 380 Servers/Workstations/Cisco 7835, 7845 Servers, Cisco Wireless

Control System (Windows 2003 server),IBM Xseries 345, 346 Servers, Dell Force10 switches,

Dell Optiplex GX240, GX260, MVS/Unisys/Tandem mainframe systems, Riverbed 250H, 550H,

CX770M, CX1555H,1050L Steelhead appliances, Barracuda Firewalls, Cisco Broadband Service Module Appliance 1190, Cisco Catalyst 1900, 2800, 2900, 2900 XL, 2950, 3500, 3548, 3750, 4506-E, 4507, 4948, 5000, 6500, 6503, 6509, Nexus switches, Cisco Fast Hub 400, Cisco 800, 1600, 1700, 1800, 2500, 2600, 3700, 3745, 3825, 3845, 4000, 4300 Series, 4331, 7200, 7500 routers, CUBE routers, Cisco Catalyst T1 VOIP Gateways, Cisco Communication Media Modules, Cisco 4400, 5500 Wireless LAN Controllers, Cisco 1240, 3502i, 3502e Lightweight Access Points, Cisco PIX 501, 506 E, 515E Firewalls, Cisco ASA 5510, 5520, 5580 Firewalls, Cisco VG224 Analog Phone Gateways, Cisco 7902, 7911, 7912, 7920, 7921, 7925, 7936, 7937, 7940, 7941, 7945, 7960, 7961-GE, 7965, 7970, 8841, 8851, 8865, 8941, 8945 IP Phones, Cisco DX80, SX80, BE6K, BE7K, Cisco UCS C220, CenterCOM, 3COM and LinkSys Hubs and Switches, Bridges, F5 Load Balancers, Websense URL servers, US Robotics and Baytech Modems, Cabling, Printers, and Related Peripherals

Operating Systems: Windows 95/98/NT/ME/2000/XP/Vista/7/10, NT 4.0, 2000, 2003, 2008 Server, Linux, Red Hat Enterprise Server 5, Mac OS 8/9, MS-DOS 6.2, Novell NetWare 4/5, IBM OS/2, AS/400, IBM iSeries Access for Windows

Programming Languages: Java, COBOL, C++, Visual Basic, Oracle PL/SQL,

Oracle 8.1.6, SAS, HTML, XML, JavaScript, working knowledge of CGI

Client/Server Applications: Windows 95/98/NT/ME/2000/XP/Vista/7/10, NT 4.0, 2000, 2003, 2008

Server, Linux, Red Hat Enterprise Server 5, Mac OS 8/9, MS-DOS 6.2, Novell NetWare 4/5, IBM

OS/2, AS/400, IBM iSeries Access for Windows Programming Languages: Java, COBOL, C++, Visual Basic, Oracle PL/SQL, Oracle 8.1.6, SAS, HTML, XML, JavaScript, working knowledge of CGI

Client/Server Applications: Active Directory; Riverbed AppResponse Xpert, ACE Live, Cluster

Administrator 5.2, Microsoft Outlook, Microsoft Exchange Server 2000/2003, Cisco IP

Communicator 7, 8.6, Cisco Agent Desktop, Cisco Supervisor Desktop, Cisco Finesse,Cisco Unified Workforce Optimization Advanced Quality Management 10.5,RTMT 9.1, 10.0, 10.5, 11.0, 11.5, Cisco

Intelligent Contact Management Software 4.1.5, Cisco Integrated Management Controller 1.0,

Cisco Unified Communications Manager Express 10.x, 11.x, Cisco CallManager 4.1, 7.0, 9.0 Cisco Unity 4.2, (1), Cisco Unity 8, Cisco Unity Connection 9.1, 10.0, 10.5, 11.0, 11.5 Cisco IP Contact Center, Cisco IP Contact Center, Cisco Unified Contact Center Express 9.1, 10.0, 10.5, 11.0, 11.5, 11.6, Cisco MediaSense, Cisco Expressway 12.x, Cisco TMS 15.x, Cisco Jabber, Express Editor, Cisco Unifed IP Interactive Voice Response Unit, Virent Witness, Visnetic Website 3.5, Microsoft IIS 6.0, HP OpenView Network Node Manager, What’s Up Gold, Cisco Unified Operations Manager 2.0, CiscoWorks Item Server 2.0, Gateway Statistics Utility 2.0, CiscoWorks LAN Management Solution 2.6, CiscoView 6.1.5, Cisco Resource Manager Essentials 4.0.5, CiscoWorks Device Fault Manager 2.0.7, Microsoft Visio, Novell ApplicationLauncher, VERITAS Backup Exec/ Symantec Backup Exec 10d, NT Backup, BrightStor ARCserver 11.5, Kaspersky Anti-Virus for Workstations 6, Malwarebytes Anti-Malware 1.43, BelArc Advisor, BelArc BelMonitor, BelArc BelManage, Symantec Antivirus Corporate Edition, Symantec Endpoint Protection 11, CyberScrub, Windows Media Server, Helix Server Administrator, Dell Server Administrator, Remedy, RightNow, PC Anywhere, Remotely Anywhere, Informacast/Singlewire, WebEx, Vantive, VMWare Workstation 6.x, VMWare Virtual Infrastructure, ESX Server 3.0.1, vSphere 5.5, vCenter Server 5.5.0, ESXi 4.1.0, VNC Server/VNC Viewer, Wireshark 0.99.6, 1.12, TFTP32/64, Putty, SolarWinds TFTP/SCP Server, Titan FTP, PRTG, MRTG, Remote Desktop Connection, HelpDeskGear. UCCE experience, CVP experience

PC Experience: Software Installation, Operating System Configuration/Installation

/Upgrades, Hardware Configuration and System Building, PC Troubleshooting

NT Experience: Workstation and Server Troubleshooting

Networking Experience: TCP/IP Configuration and Implementation, TCP/IP

Troubleshooting, Internet Mail Routing, Web Hosting, Network Configuration,

Network Troubleshooting, LAN/WAN interconnectivity and troubleshooting, Router /Switch Troubleshooting and configuration, Frame Relay, ISDN, ATM, DSL, Cable

Protocols: TCP/IP, IPX/SPX, NetBIOS, HTTP, POP3, SMTP, SNMP, Telnet, TFTP, FTP, DHCP, DNS, STP, PVST, RSTP, MST, VRRP, GLBP, HSRP, LACP

Layer 2.5 Protocols and Traffic Engineering: MPLS, QoS, Weighted Fair Queuing, CoS, Class-Based Queuing

Routing Protocols: RIP, BGP, IGRP, OSPF, EIGRP

Professional Experience

Senior UC Engineer/Maintenance Engineer 10/2017 – 11/2019

Q Consulting@ConvergeOne

Denville, NJ (Remote)

Founded in 1993, ConvergeOne is a leading global IT services provider of collaboration and technology solutions for large and medium enterprises.

Served as the SME (Designated Engineer) for Open Door Family Centers, which included managing and troubleshooting all Severity 1 and 2 issues, implementing Cisco features/services based on their production environment and alignment all VoIP products with Cisco best practices

Responsible for resolving high severity voice and network related issues for ConvergeOne’s enormous catalog of clients including Morton Salt, Personal Capital, Nintendo and Nissan of North America

Troubleshot CUCM, CME, CUC, UCCX, IM&P, Cisco MediaSense and Informacast issues on a daily basis dependent upon client issue

Responsible for analysis of call examples, Cisco logs/traces and CUBE debugging in order to expeditiously resolve voice outages for over 300 ConvergeOne clients

Required to frequently plan, implement, deploy and oversee after-hours production solutions for the entire Cisco collaboration suite of products ranging from UCS server maintenance, patching, upgrades/re-installation for several customer large production environments of 8000 users or more

Entrusted by high level management with providing senior/expert level solution guidance regularly supported by Cisco documentation and experience in SIP, MGCP, UCCX scripting and call routing

Exposed to UCCE, CVP, ICM, Rogger/Logger at a fundamental level

Senior Unified Communications Engineer 05/2016 - 10/2017

Sycom Technologies

Richmond, Virginia

Sycom Technologies is a service delivery and implement company that provides consulting, pre/post-sales support for systems, network and collaboration deployments throughout the state of Virginia and DC Metropolitan area.

Planned, implemented and supported VoIP/collaboration deployments for a variety of Sycom clients including The New Community School, Virginia Farm Bureau, City of Richmond, Hamilton Beach Brands and the National Council of Architectural Registration Boards

Solely managed and successfully resolved voice outages/intermittent issues, moves/adds/changes, device installation/configuration for over 55 different support clients on a daily basis

Proficient in trace analysis, packet capture and debugging for problem resolution regarding network and voice communication/connectivity

Familiar with SIP provisioning and call failures involving SIP and common DTMF related issues

Responsible for designing, configuring, deploying and troubleshooting UCCX scripts for various contact center models

Responsible for troubleshooting and upgrading all Cisco Unified Communications applications to ensure all Sycom clients were satisfying with the expert-level engineering provided

Senior Network Convergence Advisor 11/2011 – 05/2016

Dell Inc. @ Owens and Minor

Mechanicsville, VA

Dell Inc. is an American privately owned multinational computer technology company based in Round Rock, Texas, United States, that develops, sells, repairs, and supports computers and related products and services.

Responsible for building, administering moves, adds/changes, supporting and troubleshooting network and voice over ip related issues for 48+ local and remote sites across the United States for the Owens and Minor account.

Administered and responsible for all voice over ip changes, revision updates, severity level 1-4 troubleshooting for a breadth of voice technologies ranging for analog, SCCP, T1 PRIs, MGCP, T38 and SIP across the production environment.

Planned, deployed and day 2 support for multiple voice infrastructure upgrades consisting of Callmanager, Unity, Attendant Console and UCCX version upgrades and Cisco Catalyst switch configuration changes and hardware upgrades and replacements (VOIP gateways), saving Owens and Minor a recorded amount of 2.5 million dollars in possible lost revenue.

Produced Call Analysis and Detail, Trunk Analysis and capacity reports and RTMT traces on demand when needed and frequently responsibly for relaying extensive root cause analysis to Dell and Owens and Minor upper management when required.

Managed On-Call duties efficiently on a rotating basis and was responsible for innovative implementations that would aid customer’s business overhead including application performance management (OPNET now Riverbed) and Wireshark captures for deep-dive troubleshooting purposes.

Planned, deployed and supported 48 + wireless infrastructure site builds and responsible for extensive troubleshooting of all network/ voice applications and connected devices while maintaining backups for UCS servers and virtual machines and providing weekly infrastructure reports.

Systems and Network Support Specialist

Exclusive Staffing/Virginia Education Association

Richmond, VA 09/2009 – 11/2011

VEA is the state affiliate of the National Education Association, who advocates for public education, as well as the professional development and fair treatment of educators.

Responsible for maintaining systems and network functionality for the VEA Headquarters office, in addition to 26 remote offices across the state of Virginia.

Implemented several software packages to streamline VEA’s IT infrastructure management, which include BelManage, ILinc Web Conferencing software and TrackIT!

Responsible for all desktop and network upgrades throughout VEA, which included Lenovo desktop/laptop replacements, operating system/application software updates and patches.

Maintained all network configurations, troubleshot network bottlenecks on network devices for the VEA HQ and VEA remote offices, consisting of Cisco 800, 1700 and 1800 series routers, maintained the VEA Windows Server 2003 AD, created/ troubleshot exchange accounts, Microsoft Outlook 2003/2007 related issues, trained the VEA staff on desktop and network usage to increase productivity of the VEA infrastructure.

Senior Network Engineer

OPNET Technologies, Inc.

Richmond, VA 02/2008 – 05/2009

OPNET Technologies, Inc. is a leading provider of solutions for managing networks and applications. OPNET's best-in-class solutions address: application performance management; network operations; capacity management; and network R&D.

Responsible for extensive TCP/IP suite network analysis and troubleshooting using industry standard tools (Wireshark, Ethereal, OPNET ACE), application analysis (tier processing delay, protocol bottlenecks) and solution recommendation based on specific findings.

Performed compliance testing, capacity planning, flow /traffic analysis and network survivability studies on enterprise networks such as Capital One, UPMC, SunTrust and Cummins Engine Company.

Collected, evaluated and maintained Cisco device configurations via various access methods (telnet, sshv1, sshv2) for OPNET VNE Server import and IT Sentinel network modeling for research and development purposes.

Configured connectivity and routing to simulate inaccessible WAN devices for enterprise client networks and troubleshot all issues resulting from that configuration.

Composed comprehensive documentation for client knowledge transfer and detailed reports for every procedure and aspect on deliverables expected by the client.

Lead Cisco Network and VoIP Engineer

IBM @ Phillip Morris USA/ Teksystems

Richmond, VA 01/2007 – 02/2008

Philip Morris USA (PM USA), a part of Altria Group, Inc., is the leading cigarette manufacturer in the U.S. Its core business is manufacturing and marketing the best quality tobacco products to adults who use them. Its brands include Marlboro, Virginia Slims, Basic and Parliament.

Solely responsible for the local area network management, completions and resolutions of OSI Layer 2 and 3 network issues and projects for three PMUSA facilities (Operations Center, Finance, RD&E) daily and supervised 3 IBM network/VoIP personnel on a daily basis.

Served as a floating Cisco network/voice engineer for the PMUSA WMO and Center for Research and Technology facilities and implemented/maintained the network/VoIP infrastructure through initial network and VoIP deployment to live production and support phases.

Responsible for network monitoring of PMUSA assigned IBM facilities via Cisco LMS 2.6, trunk utilization reporting via CUOM 2.0 and MRTG, SNMP trapping, logging and configuration backup of network devices, ip address assignment and management, LAN documentation and Wireshark port spanning and protocol analysis.

Responsible for installing, configuring, maintaining, troubleshooting and upgrading 99 various Cisco switch, router and analog voice gateway hardware models, modules and IOS software for PMUSA security advisories, project requests, and trouble tickets.

Responsible for administering Cisco IP phone configurations and modifications via Cisco CallManager 4.1 and administering voicemail and shared voicemail creations and modifications via Cisco Unity 4.2(1) and intermediate administration of Virent Witness, Cisco IPCC and IP IVR at the Westmark location.

Served frequently as the IBM 24/7 On Call Network/VoIP engineer for PMUSA and ensured successful completion and resolution of severity 1, 2 and 3 issues related to the PMUSA infrastructure.

System/Network Administrator

WP Associates

Palm Beach Gardens, FL 07/2006 – 01/2007

WP Associates is an internet services and infrastructure company with offices located on both the West Coast (San Francisco bay area) and East Coast (South Florida). Privately held, the company has been profitable since inception in 1995 and currently employs 50 technical and e-commerce professionals throughout three operational divisions.

Responsible for day to day management, monitoring and maintenance of 145+ servers consisting of a NT 4.0 PDC and BDC, Windows 2003 DCs, and Windows 2000/2003/Linux member servers in a 24/7 IT support environment.

Implemented OUs, security, universal and domain local groups in Active Directory for a new Windows 2003 domain and managed access permissions for all groups, workstations and servers.

Managed and configured group policies on 150 windows xp client workstations for WSUS updates and departmental restrictions.

Maintained full and incremental tape backups for the storage area network and member servers using ARCserve, monitored backup job processing and troubleshot failed backup jobs.

Maintained the directory structure, performance monitoring, cluster administration, IIS/ Visnetic Website administration, RAID configurations and service/process monitoring of all corporate servers.

Responsible for server/client imaging via Norton Ghost, scheduled maintenance and defragmentation on client workstations and resolving all network connectivity, configuration and installation issues for all Cisco, Linksys, 3COM routers, switches and WAPs.

Help Desk Support/ Network Administrator

Dynamic Systems Solutions, Inc. / Tire Kingdom Corporate Office

Juno Beach, FL 04/2005 – 07/2006

DSS is a full service JD Edwards consulting firm with application, technical and business consultants nationwide. DSS provides 24 hour IT implementation and support services to TBC Corporation’s national chain of retail stores and corporate offices. The stores encompass of Tire Kingdom, NTB, Merchant’s Tire and Carroll Tire retail locations, producing 2.3 billion annually.

Provided end-user, desktop and POS support for 350 corporate/2500 store employees over a Windows 2000 Professional interface via VNC Server/VNC Viewer software.

Performed installation and setup of store network devices consisting of Cisco 1600, 1700, 2500 and 2600 series routers, 3Com/Linksys/NetGear hubs, US Robotics 56k modems and ADTRAN external CSU/DSUs.

Managed and troubleshot WAN and DDR dial backup for over 700 store locations consisting of configuring dialer maps, adding missing routes, and reconfiguring or replacing faulty routers and/or modems.

Performed extensive device diagnostic troubleshooting ranging from internal CAT-5 wiring to external local loop wiring with local vendors to determine the point of failure and reason for loss of store network connectivity.

Had the responsibility of engagements with the LEC per retail store location for circuit testing and possible vendor engagements for circuit, internal line and cabling dispatches.

Troubleshot network connectivity of store locations, administered Windows 2000 and AS/400 user profiles, passwords and authority lists and performed scheduled backup tape rotations for AS/400.

Maintained Cisco routers, switches and firewalls on the corporate LAN backbone ensuring high speed network connectivity amongst corporate and store employees, which consisted of router configurations, installations of WAN interface cards and completed add/move/changes, LAN, VTP and management configuration on Cisco switches.

Level I Help Desk Support

Spherion, Inc. / Office Depot Corporate Headquarters

Delray Beach, FL 01/2005 – 04/2005 06/2004 - 8/2004

Office Depot, Inc. is one of the world's largest sellers of office products and an industry leader in every distribution channel, including stores, direct mail, contract delivery, the Internet and business-to-business electronic commerce

Provided POS support for Office Depot stores and BDS warehouses via Remotely Anywhere software.

Troubleshot Office Depot network connectivity ranging from TCP/IP suite verification to Cisco 1900 Catalyst switch port diagnostics.

Verified printer connectivity and administered workstations over DOS, OS/2 and Win 9x/NT/2000/XP platforms for over 1000 store locations in the United States.

Troubleshot 802.11d wireless access points for Office Depot store Symbol scanner guns and managed Symbol gun network configurations.

Performed hard disk recovery and imaging through Norton Ghost software and created and joined new user accounts to network domains or local workgroups.

Technical Support Representative

Authentium, Inc. Palm Beach Gardens, FL 08/2004 - 01/2005

Authentium is the leading provider of extensible, multi-vendor, on-demand security solutions to software developers, consumer network operators, enterprise administrators, and security appliance manufacturers.

Provided phone and email support for the Cox High Speed Internet security software over Windows 9x, ME, 2000 and XP platforms.

Performed advanced troubleshooting procedures for Cox software's known issues by using Windows Registry Editor, Safe Mode and VMWare workstation applications.

Entered detailed customer information, call details and system specifications in the Right Now management database.

Escalated irresolvable issues to Tier Two and served as the primary developer of knowledge base articles for the Cox security software customer help website using HTML.

Technical Support Representative

Alltel Communications Virginia Beach, VA 12/2003 - 06/2004

Alltel provides wireless, local telephone, long distance, internet and broadband services to more than 13 million business and residential customers nationwide.

Troubleshot cellular phone discrepancies for Alltel customers in a call center environment using Cellware and Virtuoso II billing systems.

Escalated cellular issues to Tier II ACI help desk by creating trouble tickets using Fusion Trouble Management software as a Tier I help desk representative.

Created voicemail accounts, assisted customers with phone programming and deleted caller registrations using Nortel, Lucent and Motorola switch interfaces.

Monitored and notified responsible personnel and technicians of area network outages and maintained ticket updates on outage and cell tower maintenance progression.

Associate Consultant

Summit Consulting Richmond, VA 05/1998 - 12/2003

Summit Consulting provides IT consulting and flexible service implementation to organizations with the Greater Richmond and Petersburg areas that require technical expertise. Projects include complex e-business, network and system administration, application development and technical system support.

Performed maintenance on all workstations and servers including needed hardware and software installations, configurations, upgrades and necessary troubleshooting.

Installed and configured servers, routers, switches and firewalls and ensured global connectivity and throughput through the WAN for various local clients.

Installed and maintained anti-virus software and automated downloads of DAT files onto client servers to ensure maximum security on client networks and implemented data backup strategies.

Monitored network activity, packet loss, open systems and file systems via HP Openview network monitoring software and provided the necessary documentation for tasks completed.

PC Technician

IBM-CSC/Manpower Professional Raleigh, NC 07/2000 - 09/2000

IBM provides advanced technologies to customers through professional solutions, services and consulting businesses worldwide.

Assisted in daily PC rollouts for IBM clients consisting of PC/Laptop hardware building, installation, and network software installation and upgrades.

Troubleshooting failed hardware and software installations during the rollouts and provided accurate documentation of each problem and occurrence.

Installed Windows 98/2000/NT, network application software (Norton Ghost) and Norton Antivirus software on an average of 50 PCs and laptops daily.

Worked with Windows 2000 servers to ensure efficient downloading of network operating system software on each PC and laptop.

Education

Bachelors of Science - Business Administration/Computer Information Systems

Shaw University, Raleigh, NC - August 1996 - May 2001

CompTIA A+ Certified Computer Technician – January 2003

Cisco Certified Network Associate (CCNA) – April 2006

Microsoft Certified Professional –

Managing and Maintaining a Microsoft Windows Server 2003 Environment – November 2006

Currently undergoing exam prep/ pursuing CCNA Collaboration certification

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