Call Center Personal Assistant
Resume:
Yasin Yeshee Ahmad ***** State Highway ** Whitakers NC 27891
240-***-**** (M) - e-mail: ***********@*****.***
LinkedIn Profile: https://www.linkedin.com/in/yasinyahmadvoip
Technical Skills: Cisco Call Manager (CUCM)v.8x-12.5 Cisco Unity(CUC) v11.5, Cisco Call Center Express (UCCX),v. 11.6,v14.x, CUIC 14.x. WebEx, ESXi, Right Fax, ITSM / Service Now /Remedy / Service Desk, Cherwell, Commercial Trained, EIA/TIA Standards, CCNA, CCNA Voice, Active Directory, VMware, Putty, Visio,
Education:
University of District of Columbia Washington DC
Columbia Union College
Vocational:
UCCXD Cisco Contact Center Express
ASCCX
CCNA Collaboration (In progress)
Commercial Telecom technician
Central Office Technician
Experience:
Convergenz @ Department of Labor. Wash, DC VoIP Engineer
Feb. 2022 to Present
Provide remote and onsite Operational Telecommunications support.
Meeting with department heads to determine suitable call flow, Call Handlers, Hunt group.
Manage escalation of incidents, opening TAC incidents with Cisco when required.
Administrative support of CUCM 14.x. CUC 14.x. Day 2 Day operational support across UC environment.
Performed VLAN configurations & Gateway updates, configuration
Administrative support of UCCX 9.0 & 11.6, CUCM 8.6 thru 11.5. CUC 11.5.
Advising stakeholders heads to determine suitable call flow, Call Handlers, Hunt group.
Troubleshooting & resolution of voice issues
Interface with customers to provide training and resolve trouble issues. Track & update trouble tickets using “Service Now”
Manage escalation of incidents, opening TAC incidents with Cisco and vendors.
BizTech Fusion @ Department of Veteran Affairs. Wash, DC Tier II Voice Support
Nov. 2021 to Feb 2022
Interface with customers to provide training and resolve trouble issues. Track & update trouble tickets using ServiceNow
Administrator for Cisco Call Manager v.7xv.8.x & 10. X 11.5
Administrator for Cisco’s Unity Server v.7xv.8.x & 10. X 11.6
Troubleshooting & resolution of voice issues
TTS/Skycom @ Department of Labor. Wash, DC UC Engineer
Jan. 2020 to April 2021
Provide onsite and remote UC system migration support.
Meeting with department heads to determine suitable call flow, Call Handlers, Hunt group.
Manage escalation of incidents, opening TAC incidents with Cisco when required.
Administrative support of UCCX 9.0 & 11.6, CUCM 8.6 thru 11.5. CUC 11.5. Create training material for Tier II support and end users. Day 2 Day operational support across UC environment.
Administration, Training & Reports CUIC 10.5 11.6
Troubleshooting & resolution of voice issues
Administrator for Cisco Call Manager v.10. X -11.5
Administrator for Cisco’s Unity v.10x 12.6
interface with customers to provide training and resolve trouble issues. Track & update trouble tickets using “BMC Remedy”
Manage escalation of incidents, opening TAC incidents with Cisco and vendors.
The University of Maryland Medical System. Telecommunications Engineer III
May 2017 to April 2019
Manage, maintenance, upgrades & Migration of Unified Communications infrastructure.
Administrative support of UCCX across a multiple campus network consisting of numerous CSQs serving the University of Maryland’s hospital network throughout the state.
Executed SME / gateway updates & configuration.
Providing support during planning & execution of disaster recovery exercises
Maintain and troubleshoot VoIP networks
Provide admin and user training for all aspects of Cisco VoIP systems, including UCCX agent, CUIC / configure & manage IVR Finesse, supervisor & general end user training.
Create training and tutorial documents. Work with various vendors to install, configure systems and administrate same. Assist team members with projects as needed.
CDW @ Federal Trade Commission.: Washington, DC Sr. UC Engineer, Consultant. June. 2014 to 2017
Assist with upgrade from 7.1 to 9.x.
Migration from Adomo to Unity Connection.
Provide Operational & Engineering support to a 3000 + user / 2000+ device enterprise.
Manage VG224s.
Administrator for Cisco Call Manager v.7x v.9.x
Administrator for Cisco’s Unity Server v.9.x
Performed surveys and conference room design & install for VTC systems.
CUIC v. 10.x
Manage UCS, VMs through ESXi
Managing migrations and deployments at client location
Design & execution if “Test Plans”, including e911 testing. ALI/ANI submissions & updates.
Interface with customers to provide training and resolve trouble issues. Track & update
trouble tickets using “BMC Remedy”
Manage escalation of incidents, opening TAC incidents with Cisco and vendors.
Vendor management/relations
Managed projects; phone deployments, upgrades
Manage 35xx & 37xx series switches
CareTechSolutions @ Sibley Memorial Hospital: Washington, DC Network Engineer, VoIP Feb. 2012 to June 2014
Provide Day2Day Operational & Engineering support to a 2000 + user / 3000+ device enterprise.
Administrator for UCCX; create accounts, configure service queues, update settings, troubleshoot, & resolve issue, escalate to vendor or Cisco TAC.
Administrator for RightFax (OpenText); creating accounts, configuring SIP Trunks in CUCM as required, troubleshoot, & resolve issue, escalate to OpenText.
Manage VG224s, 37XX series switches, 39XX series routers, 7845 MGCP servers.
Administrator for Cisco Call Manager v.7xv.8.x & 10. x
Administrator for Cisco’s Unity Server v.7xv.8.x & 10. x
Configure, manage Cisco IVR. 8.x & 10. X
Providing support during planning & execution of disaster recovery exercises
Design & planning of UC expansion supporting campus growth and integration of new acquisitions.
Interface with customers to provide training and resolve trouble issues. Track & update trouble tickets using “BMC Remedy”
Manage escalation of incidents, opening TAC incidents with Cisco and vendors.
Vendor management/relations
Managed projects; phone deployments, upgrades
Trained IT staff in tier 1 – tier 2 support.
RTL @ USDA, APHIS: Riverdale, Md. Network Engineer, VoIP March. 2011 to Feb. 2012
Provide level I, II & III technical VoIP support to a 4500 + user base organization.
Supported 20+ remote sites in 15 states
Providing support during planning & execution of disaster recovery exercises
Manage escalation of incidents, opening TAC incidents with Cisco and vendors
Assisted in the planning for Call Center &Managed deployment of same.
Setting up and installation of Cisco IP 7900 series phones which include account creation, modification, and deletion. Troubleshooting.
Cisco Call Manager v.7x
Cisco Meeting Place version 7.x
Cisco Meeting Time 7.x
Cisco’s Unity Server v.7.x
Bulk Administration in CUCM (BAT)
Installation & administration of Cisco’s IP Communicator, Meeting Place
Interface with customers to provide training and resolve trouble issues. Track & update trouble tickets using “BMC Remedy”
Computer Science Corporation @ USDOJ EOIR: Falls Church, Va. Network Engineer, VoIP Nov. 2010 to March. 2011
Provide level I, II & III technical VoIP support to a 3500 + user base organization.
Supported 15+ remote sites in 8+ states
Manage escalation of incidents, opening TAC incidents with Cisco and vendors
Managed the product acceptance, created documentation and represented my team in meetings with stakeholders. .
Setting up and installation of Cisco IP 7900 series phones which include account creation, modification and deletion. Troubleshooting.
Cisco Call Manager v.7x
Cisco Meeting Place version 7.x
Cisco Meeting Time 7.x
Cisco’s Unity Server v.7.x
Bulk Administration in CUCM (BAT)
Installation & administration of Cisco’s IP Communicator, Meeting Place
Interface with customers to provide training and resolve trouble issues. Track & update trouble tickets using “BMC Remedy”
Latitude, INC @ Children’s National Medical Center: Wash, DC. Network Engineer, VoIP Dec. 2009 to Jan. 2012
Provide level I, II & III technical VoIP support to a 4500 + user base organization.
Supported 20+ remote sites in 15 states
Manage escalation of incidents, opening TAC incidents with Cisco and vendors
Setting up and installation of Cisco IP 7900 series phones which include account creation, modification and deletion. Troubleshooting.
Administrator for ASCOM WIFI communication system
Cisco Call Manager v.7x
Cisco Meeting Place version 7.x
Cisco Meeting Time 7.x
Cisco’s Unity Server v.7.x
Bulk Administration in CUCM (BAT)
Ascom Wireless VoIP Phone system administration
Cisco 7921- 25 wireless VoIP phone administration
Installation & administration of Cisco’s IP Communicator, Meeting Place
Interface with customers to provide training and resolve trouble issues. Track & update trouble tickets using “BMC Remedy”
Administration of ASCOM Wireless Clinical Phones
Truestone @ IRS: Rockville, MD Network Engineer, VoIP 07/21/08 to 05/30/09
Manage and perform the installation and configuration of Cisco VoIP infrastructures, including voice gateways, configure Call Manager; Gateways, Partitions, DPs, etc. (POE) switches, firewalls, Cisco Unity Voicemail (with Failover), 7900 series phones & devices, and on the VoIP network. Maintain and troubleshoot VoIP networks Provide admin and user training for all aspects of Cisco VoIP systems; including telephone training and voicemail features to the end users. Document network layout and design, assist team members with projects as needed; Support; account creation and deletion, troubleshooting, remote support. Soft-Phone; installation, support & Training.
• Voice Gateways, Cisco Series Routers/Switches
• Cisco Call Manager v.4.1. 4.2 6.x CUCM
• Configured & installed Cisco routers, switches, Voice Gateways, Racked UPS, Extended PRI, Analog, Installed & terminated cat5/6 & fiber.
• Cisco Meeting Time 6.0
• Cisco’s Unity Server v.4.0.
• Bulk Administration in CUCM (BAT)
Experience:
CSC @ Securities Exchange Commission: Wash, DC. Sr. VoIP Administrator 03/27/06 to 07/21/08
Provide level I, II & III technical VoIP engineering support to a 5000 + user base organization.
Setting up and installation of Cisco IP 7900 series phones which include account creation and deletion, handset troubleshooting soft-phone creation and installation
Voice Gateways, Cisco Series Routers/Switches
Cisco Call Manager v.4.3. / 6.1/ 7.1
Cisco Meeting Place version 4.x
Cisco Meeting Time 6.0
Cisco’s Unity Server v.4.0.
Embedded Cisco tools for the Call Manager to monitor performance and reporting
Participate in disaster recovery exercises
Unity, Call Manager, (CERA),
Installation & Configuration of Cisco’s IP Communicator, Cisco’s Meeting Place, Cisco Personal Assistant
Cisco IP ICD (ACD/CRA) Installation, end user training.
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