Engineer Cisco
Resume:
Todd Adams
adg242@r.postjobfree.com
**** ****** ******, ******, ** 80220
Summary
Enthusiastic and motivated I.T. and Telecommunications professional with 20 years of experience looking to expand my knowledge and skills, as well as bring my talents to a challenging new environment.
Skills
●Strong problem-solving skills
●Analytical skills
●Project management
●Excellent communication skills
●Results-oriented
●Proven leadership and organizational skills
●Self-starter
●Effective team member
Experience
Program Architect August 2020 - Present
Afiniti
Denver, CO
●Work with multiple clients to integrate Afiniti routing over the top of Cisco UCCE platforms to allow AI routing to pair customers with agents to increase both revenue and customer satisfaction
●Help clients with changes needed on the Cisco platform including additional configuration and scripting changes
●Troubleshoot issues on the Afiniti platform as they arise
●Proactively analyze call detail records and logs to verify system performance
I.T. and Telephony Infrastructure Engineer November 2005 - July 2020
AT&T (formerly DirecTV)
Denver, CO
●Maintain 2 separate Cisco ICM Platforms, encompassing 25 PG pairs for over 25,000 concurrent agents during peak call periods
●Specialize in the Cisco ICM scripting and database tables with over 15 years of experience
●Perform upgrades and additions to the Cisco ICM platform as required
●Create and update SQL, Webex, and Business Direct reports to verify network performance
●Create custom SQL queries utilizing ICM real time and RCD/TCD tables to help with real-time reporting and troubleshooting as needed
●Work with several teams to set-up voice and data network connections for new vendors and call centers, including migrating several vendors from TDM trunking to VOIP trunks
●Maintained other routing for the enterprise utilizing AT&T RouteIT, Avaya, and Genesys platforms
Enhanced Services Network Technician July 2005 - November 2005
Covad Communications
Denver, CO
●Configured various routers and switches, including Cisco, ENI, and Speedstream
●Corrected network issues, including T1, IDSL and SDLS circuits, switches, routers, and capacity management problems
●Worked with ILECs, transmission technicians and field service technicians on new network installations and network issues
●Worked with customers and partners to help provide the best network services possible to maintain customer satisfaction and loyalty
Network Engineering and Operations Specialist January 1998 - May 2005
T-Mobile USA
Pittsburgh, PA
●Fixed problems in the network including dropped calls, fixed line issues, software and hardware problems, routing issues, and capacity and congestion problems
●Tested and accepted T1s, DS3, and OC12s from various vendors for network expansion
●Participated in the rollout of new technologies, including Adaptive Multi Rate, E911, Wireless Priority Access and Global Packet Radio Service
●Part of a nationwide task force that worked on creating standard operating procedures and guidelines to help improve network reliability and customer satisfaction
●Completed ongoing training to help create an effective and efficient team, as well as promote a more collaborative work environment
Education and Training
TechSkills April 2006 - November 2006
Greenwood Village, CO
●Obtained A+, Network+, CIW, and MCSA certifications
ICM School of Business July 1996 - January 1998
Pittsburgh, PA
●Associate Degree in Computer Management and Network Administration
●Graduated with a 3.9 GPA
Select Career Highlights
●Acted as an instrumental member of a small task force during the 9/11 attacks, providing cell phone coverage for government officials overseeing the plane crash site in Bedford, PA. Our critical communication systems support for emergency personnel outperformed other carriers by 48 hours
●Recognized with a Service of Excellence Award for emergency work performed during Hurricane Irma
●Worked with several groups to create a custom transfer application that utilized Cisco ICM and Avaya call routing platforms, along with a RIO CRM application, that saved the company several million dollars annually
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