Yasin Yeshee Ahmad ***** State Highway ** Whitakers NC 27891

240-***-**** (M) - e-mail: adu928@r.postjobfree.com

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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