Call Center Communications Manager
Resume:
(Barry)Bobby Harrell
Senior Voip/Network Engineer/Project Manager
advjrc@r.postjobfree.com, Ph. 817-***-****
linkedin.com/in/bobby-harrell-a590a114
Remote and Hybrid only!
Note: Will do onsite during initial stages
SKILLS AND QUALIFICATIONS
Worked for Cisco Systems as a subject matter expert for several years
Cloud integrations and turn up on both voice and data systems
Currently working on CCIE in voice, hope to complete within a few months
Over 12 years of both data and voice experience. Five years of Cloud-Architecting
Over 10 years of working on routers, switches, and phone systems
Skilled with Cisco Unified Communications Manager 4.x, 5.x,6x, 7.x, 14x and 8.6,9.12x, etc.
IVR setup and configuration, Cloud Engineering, Cisco Ise and SD-Wan, Cloud Architecting
Well versed in Cisco Unity, Unity Connection, Mpls, Cisco ACI with SD-WAN integration, Linux and Fortinet system……
Strong written and communication skills including creating conceptual diagrams in MS Visio
Understanding of the solution life cycle from inception to operation
Strong technical documentation skills
Proving ability to perform troubleshooting in complex environments
Expertise with Cisco IOS CLI on ISR/VOICE and LAN switches for voice integrated networks
Experience deploying H.323, MGCP, GATEWAY technologies for voice, E911 and video
Good knowledgeable of legacy voice equipment such as ISDN, analog trunks, etc.
Basic understanding of WAN technologies including ATM, Frame-relay, MPLS-IP/VPN, and IPSec tunnels
Strong understanding of QoS concepts and implementations of Layer 1 thru 5
Microsoft Exchange 2003, 2007 2010, and 2012.
Have a history of working unsupervised while achieving required goals
Work well in team environment, highly motivated and willing to learn new skills
12 years of project management, call centers and administration
Design and implementation of Contact Enterprise Center supporting 1200 users
Avaya CMS (Call Management System) and other call center configurations, programming, and management and CISCO Unified Contact Center Express
Design and implementation of Call manager supporting 12000 extensions, Frame-relay, hissi, atm, passport 1500 and 7000, Alcatel, Fuze system, mpls, design, implementation and break/fix support, Palto Alto firewall.
TDM, IP-PBX, and VM/UM integration, dial plans setup and call flow
IP Avaya PBX solutions (VOIP, SIP (station and trunking), H323)
Session Border Controller and Voice Network Carrier Management (SIP Trunk Topology knowledge and troubleshooting skills)
troubleshooting Bgp, atm, Ima, frac-t1, csu, router configuration, testing circuits, troubleshooting session boarder controller…..
BGP, OSPF, EIGRP, RIP, LAN/WAN Technologies, Ethernet, Frame Relay, X.25, VLANs, ATM, T1/DS3/OC3, General Packet Radio Service (GPRS), SD-WAN deployment.
Implement the Data Access Network for Voice/Data traffic. This included the core GSM voice network based on G728/G729 compression over the ATM backbone and Data networks based on Frame relay network. Deploy Passports 7000 at remote sites for termination of PSTN and traffic GPRS and carrying it to core site over V.35 trunks.
Over 12 years of client facing and working with various venders and local exchanges Carriers. (Cisco ACI deployment, Cisco Nexus), Genesys Contact Center platform……
xml gateway, Cube, Cvp, Ucce, Icm, Cusp, Pgw2200, Ctios, VMware, Softphones, Etc.
12 years of working with Cisco voice, data and the new Cisco ACI Cloud, Palto firewall,etc.
OTHER RESPONSIBILITIES
Work with sales team to identify, gather requirements for solutions, and draft proposals
Design solutions and plan implementations with Project Manager and Customer
Translate business needs into technology specifications
Experience interfacing with LEC/IXC account reps and technical liaisons.
Serve as a technical authority for voice and video related technologies
Configure hardware and software in support of solution deployments
Provide technical mentoring and development to other team members
Staying current with new technologies and innovations and recommend adoption of new technologies
12 years of experiences with Cisco (ACL) access control list
Design and implementation, E911 setup and configuration.
PROFESSIONAL EXPERIENCE
3/2011-7/2022 – NETWORK ENGINEER/VOIP ENGINEER/PORJECT MANAGER, FRONTIER, INC
RICHARDSON, TEXAS
Job duties includes network configuration design, supporting, trouble shooting, and debugging Cisco IP Telephony platform, Intrado system platform and PSAP, ERL(Emergency Response Locations) and Genesys CTI call routing solution.
Router Troubleshooting, configurations of cisco switches, debugging with Wireshark testing.
Support multiple locations for 3000 to 20,000+ users, E911, Cisco ER, Cloud Technology
Worked on BGP, OSPF, EIGRP, LAN/WAN and Ethernets system
Worked on T1, DS3, Oc3, Frame-relay, fiber Optic and MPLS
Hands on experience on cisco routers series 2500, 2600, 3800, 4500, 9500, Citrix 5500 and 7500 load balancers, Genesys Multi-Cloud CX, Voice and Digital routing
Worked on Cisco switches, Gigabit testing, Ethernet ports with line-rate forwarding performance
Cisco Unified Communications (UCM, UCCX, MPE, Unity, IVR) routers and switches
Proficient with Cisco Unity, IPCC, Cisco Tele-Presence, PRI/PSTN, voice trunking, and QSIG
Design dial plans, provision service provider lines and remotely troubleshooting, implementation issues.
Projects management and Implementation
Additional Role
Develop new technology project plans and leadership
Monitor the progress of existing project plans
Update management on the status of projects and key milestones
Provided assistance and directions to team members as needed
Troubleshooting, development plans, issues when they arise
2/2010 – 2/2011 - SENOR TAC ENGINEER (CONTRACTOR) CISCO SYSTEM,
RICHARDSON, TEXAS
• Provide second/third level technical support on a worldwide basis to Cisco partners and customers via phone, email, web and remote access to customer sites where Cisco Unity and Cisco Unity Connection applications are deployed.
• Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking.
• Function as technical lead for large customer accounts with multiple concurrent technical issues.
• Formulate technical action plans for analyzing and resolving end-to-end solutions.
• Generate clear and concise documentation in the form of service request notes, technical tips and white papers.
• Works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills.
• Provide systems/product training
• Provide guidance & leadership to less experienced engineers.
• Acts as a focal point for large account Unified Communications problem resolution.
• Provides support on a world-wide basis.
• Acts as a technical advisor on the following platform and application:.
Cisco Unified Messaging, Unity/Unity Connection installation administration/support
Cisco Unified Communications Manager (CUCM, formerly Call Manager) and Cisco Unified Call Manager CUCM Express (formerly Cisco Call Manager Express) IP-PBX
Call Center Intelligent Contact Manager (ICM)
Unified Contact Center (UCC),
Windows support (all version)
Cisco IPT related products
Cisco Voice portals, Voice Gateways, etc...
VoIP protocols such as SIP, MGCP, SCCP, H.323, RTP/SRTP
PBX, TDM, IPBX, Shore-tel and Mitel .
Avaya PBX - 5 Years (Avaya & Media Servers, G3Si,P-IVR
PROFESSIONAL EXPERIENCE
1/2009 – 1/2011 - SENOR IPT ENGINEER/LEAD ENGINEER UNV HOSPITAL, CLEVELAND, OHIO
Provided customer access service delivery acceptance testing, including configuration and testing of Cisco Call Manager, Cisco Unity and switches, DSUs, CSUs, Digital Cross Connect Systems, T1, E1, ds3, ATM, and DDS circuits, and ISDN services, and all associated Network
Management Systems.
Design and implementation of Cisco IPT platform
Facilitated efficient network implementations while maintaining high standard of Network Availability to customer base Design and implementation of (Call Manager versions 4.x-6.x,12x, and Unity versions 4.x-12.x) IPT platform, setting up routing tables, trunk groups, dial plans to interface with Cisco Call Manager, Cisco Unity, Unity Express and Cisco catalyst 6608,6605 gateways.
Partnered with sales, circuit provisioning, vendors, and Network Operations Centers.
Tested high-speed circuits to validate continuity from interface to access port.
Troubleshooting Atm, Ima, Bgp, Ospf, frac- t1,T1,configures, Mpls troubleshooting
Cisco Trainer
Design and implementation of Contact Enterprise Center supporting 1200 users
Design and implementation of Call manager supporting 12000 extensions.
Management of both the public and private sectors with key emphasis infrastructure management, billing, and telecommunications. Vendor management and program implementation management. Implementation of telephony products, and integration with existing Switching, IP/IVR, CRS and messaging systems, ICM and Call manager and design.
9/2005 – 1/2008 - SENOR IPT ENGINEER/LEAD ENGINEER ELECTRONIC DATA SYSTEM
FT. WORTH, TEXAS
Provided customer access service delivery acceptance testing, including configuration and testing of Cisco Call Manager, Cisco Unity and switches, DSUs, CSUs, Digital Cross Connect Systems, T1, E1, ds3, ATM, and DDS circuits, and ISDN services, and all associated Network Management Systems.
Design and implementation of Cisco IPT platform
Facilitated efficient network implementations while maintaining high standard of Network Availability to customer base.
VoIP (Call Manager versions 4.x-6.x, Unity versions 4.x-7.x, CUCM) Migration
Worked with IPT platform, setting up routing tables, trunk groups, dial plans to interface with Cisco Call Manager, Cisco Unity, Unity Express and Cisco catalyst-9000 gateways.
Partnered with sales, circuit provisioning, vendors, and Network Operations Centers.
Tested high-speed circuits to validate continuity from interface to access port. infrastructure
Infrastructure management, billing and telecommunications, vendor management and program management.
Cisco Voice gateways, 2800s, 3800s, VG224, Cisco IPCC Express, Cisco Call centers setup and support.
Presales experience with Cisco IPT products
Design and implementation of Contact Enterprise Center supporting 500 users
Design and implementation of Call manager supporting 12000 extensions.
Implementation of telephony products, and integration with existing
Switching, IVR, and messaging systems, ICM and Call manager infrastructure
ICM and IP/IVR design/implementation such as pg, rogger, iw, crs and CAD
Troubleshooting bgp, atm, ima, frac-t,1T1, csu, router configuration, testing circuits
Site Equipment’s Migration and upgrades
Avaya S8300 S8400, S8500 and S8700 series Servers such as G250 and G350
1/2004 – 8/2005- SENIOR NETWORK/VOIP ENGINEER (CONTRACTOR) COMPUTER SCIENCE CORP. FT. WORTH, TEXAS
Tested high-speed circuits to validate continuity from interface to access port.
Configured and tested Nodal site Telecom, cabling and Digital Cross Connect prior to Telco Circuit completion.
Managed and resolved related access circuit troubles during pre-service.
Interfaced with other Service Delivery Departments, Engineering, Port Configuration Groups, Telco and equipment vendors to resolve issues.
Monitored setup using Cisco work, Open-view and other related software’s.
Implement the Data Access Network for Voice/Data traffic. This included the core GSM voice network based on G728/G729 compression over the ATM backbone and Data networks based on Frame relay network. Deploy Passports 7000 at remote sites for termination of PSTN and GPRS traffic and carrying it to core site over V35 trunks.
Performed troubleshooting and ensured Cisco Routers/Switch configurations available prior to circuit completion.
Migrations, VoIP design, MPLS and Cisco call manger turn-up.
Assisted in all phases of testing, troubleshooting, turn-up, Implementation of the Call Manager and router integrations.
Installation and configuration of Avaya Communication Manager Server ((S87XX,
S85XX, S83XX, G450 and G700 series))
Avaya AES Servers (Application Enable Server)
Intuit, Octel and Modular Messaging Installations and configurations of AES
Servers to multiple 3rd party vendor applications
Avaya SES Servers (SIP Enterprise Server)
New Installations, as well as, retrofit installs of data and networking
equipment.
Performed new installations and retrofits in Walgreens, CVS, Targets, Borders
and Lowes
Supervised and Maintained Scope of Work
Maintained and kept track of Projected Time Lines
Telecommunications Administration of Avaya Telephone Systems, including EAS,
Centre VU CMS, Voice Mail, and associated peripherals.
Strong knowledge of Voice infrastructure (wiring, cabling, add, move, change
configurations, T1 / T3, local access, etc).
Infrastructure management, billing and telecommunications, vendor management and program management.
Troubleshooting bgp, atm, ima, frac-t1, csu, router configuration, testing circuits, troubleshooting border controllers
1997 – 2004 SENIOR NETWORK ENGINEER/ NOC MANAGER SITA/EQUANT
DALLAS, TEXAS
Managed a group of support engineers and provided technical training.
Provided customer access service delivery acceptance testing, including configuration and testing of NORTEL Passports and DPN packet switches, DSUs, CSUs, DCCS, T1, DS3, ATM, and DDS circuits, x25 and ISDN services, and Network Management Systems.
Facilitated efficient network implementations while maintaining high Network Availability,
Served as liaison between Network Engineering and operations for circuit provisioning and planning project management such as Sabre, Morgan Stanley, Canada circuit migration, etc.
manager Network Change Guidelines for all major implementation projects.
Partnered with sale team circuit provisioning, vendors and Network Operations Centers.
Configured and tested Nodal site Telecom, cabling and Digital Cross Connect prior to Telco Circuit completion.
Managed and resolved related access circuit troubles during pre-service testing.
Interfaced with other Service Delivery Departments, Engineering, Port Configuration Groups, Telco and equipment vendors to resolve issues.
Monitored setup using Cisco work and, Open view and other related software.
Performed troubleshooting and ensured Cisco Routers/Switch configurations available prior to circuit completion.
Assisted with servers migrations, testing and turn-ups.
Projects management
Tasked to design the Fiber topology, SONET layer, VOIP, VLAN and MPLS architecture for the DC Net project. Cisco 2600, 3600, 7200, 7300, 7600, 10720, 12406 routers and 2950, 3500, 3550, 6500 catalyst switches were used for the layer 2/3 switching and routing
1988 – 1997 OPERATION MANAGER VOICETONES, INC.
ARLINGTON, TEXAS
Managed M.I.S. help desk, $15MM budget, network design, staffing and personnel reviews.
Responded to service request that included researching and solving various hardware issues and planning sessions.
Guided company’s I/T strategy and implemented to upgrade company’s personal computer resources.
Served as liaison to vendor and service company relations.
Provided technical leadership in setting a support group for the PBX where we provided setup, network design, voicemail integration, and call center setup. Also worked with Mosiax setting up call screening, ANI/DNIS pop, blending, line pooling, predictive dialing, overflow setup and agent management, traffic reporting.
Organized, recruited and assembled original “Smart Sourcing” help desk for support of local and remote customers.
Launched process improvement for team management, procedural and technical support for Support Analysts and management of system.
Set goals, motivations, performance counseling, second level support and handling of escalated issues.
Directly handled inbound overflow calls, ensuring queue hold and abandoned rates remained within service level objectives. Trained and instructed analysts on procedural and technical issues including Windows, phone systems and voicemail systems, conference calls, E-mail, LAN remote access, etc.
Circuit provision, testing and turn-up. Coordinates with LEC Relations department to resolve billing and testing issues.
Provided LEC and other Carriers billing analysis, billing systems software updates, circuit design, monthly updates for routing tables, problem analysis and timely resolution of root causes.
Supervised the daily transmission and acceptance of call records to and from carriers and other clearinghouses.
1982 - 1987 MCI COMMUNICATION, TEXAS PROJECT MANAGER/COMMUNICATIONS ENGINEER, RICHARDSON, TEXAS
Supervised the daily transmission and acceptance of call records to and from carriers and other clearinghouses.
Management and implementation of all phases of telecommunication such as Data, Multiplexing, Voice, Fiber Optic, LAN Routes, Analog, Microwave, switching equipment fundamentals, troubleshooting, channel Banks, T1 thru T3, frame Relay, WAN, ISDN, remote monitoring setup, X.25, ATM, Fractional T1, Central Office switching, compression technology and FCC requirements.
Designed and implemented network links in various cities throughout the U.S.
Interfaced with various vendors, Local Exchange Carriers, FCC Design, managing multi-million dollar budget, troubleshooting personnel and training.
Took projects from conception to reality, and held responsibility for all aspects of inception, installation and training. Provided training in trouble-shooting frame-relay, ISDN, X25, T1, T3, router/switch configuration, ATM and routing protocols. Education/certifications:
Certificate of Completion, ATM Troubleshooting, Global Knowledge, Inc.
Associate of Science, Electronic Engineering Technology, Northwest College,
Senatobia, MS. Bachelor of Science, Columbia Pacific Univ. Mill Valley, Ca.
General Telephone License, Federal Communications Commission, Washington, DC.
Master Tech Certification, Nation Cable Television Institute, Denver, CO.
Virtual Private Networks, Configuring BGP on Cisco Routers, Call Manager Express with Unity Cisco Voice Gateways and Gatekeepers, Cisco Quality Of Services, Cisco Network Devices, and Cisco Voice Over IP, Cisco Systems, Inc.
Certificate of Completion, Cisco Voice Over IP, Implementing Interconnecting Cisco MPLS, Cisco
Certificate of Completion, Cisco Internet Troubleshooting, Cisco Systems, Inc.
Cisco Certified Network Associate, Cisco Systems, Inc.
Skills Matrix: Hardware
Experience in Years
Proficiency (1–5)
Cisco -7200, 2600, 2800, 3800,6500, 2900,3750,3560, Cisco 827, Cisco 2800, Cisco 3800, Cisco 6130, Cisco 3650, 6400, 6608, 7513,6500, as5400, pgw2200
12
4
Call Manager Express, Call Manager, Unity, Unity Express, IPCC and Survivable Remotes (SRST). MCS-7835, MCS-7825 and ICS 7750, Ucce, logger, VRU/PG, CICM Rogger, CICM AWS/HDS, CICM CCM/PG, VXML,UCCX-PLATFORM
8
4
Vg-200, Vg-248, ATA, Gateways, CUBE,
8
4.5
S87XX, Juniper, F5 load Balancers
S85XX, S83XX, G450, G700 series
(Avaya AES Servers Platform )
4
4.5
Software
Experience in Years
Proficiency (1-5)
Cisco Unity versions 4, 5, 6 & 7; Unity Express V4, Cisco Call Manager versions 4, 5 &6; Call Manager Express V4; Cisco Voice Gateway, Inter-Cluster-Trunking, Cfur,cube, pgw-2200, AWS Courses
8
4.5
VoIP (Call Manager versions 4.x-7.x, 8.x, 9.x,10x Unity versions 4.x 9.x) Migration
8
4
Ucce,-8.x, ICM, IP/IVR,CRS, Cvp, Studio,
6
4
Visio, Microsoft Office, Microsoft project, Excel,
6
3
Cisco-work, NetIQ, Open-view, Lotus notes,
10
4
Vmware, Linux, Unix, Windows, DHCP, Windows Server 2003 thru 2010, DNS,
8
4.5
Project Management
8
4
Switch Translation
6
4.5
Others
Experience in Years
Proficiency (1–5)
Telephony/IP Telephony
8
4.5
Experience implementing QOS,
Knowledge of MPLS, DIFFSERV,
3
3.5
H.323, 802.1p/q, MGCP, TAPI,JTAPI, TDM PROTOCOLS, QOS,MPLS, RTP, SCCP, SRTP, H225, H245, frame-relay, Sip
7
4.5
OSPF, BGP, FRAME-RELAY, ATM, TCP/IP, EIGRP, QSIG, SS7, RFC3833, RFC3261,
10
4
T1, HSSI, AMA, T3, FRAC-T1, Sip, E1, ISDN, PRI, CAMA, JTAPI, FRAME-RELAY, ATM,
10
4
VoIP network design, deployment, support, testing,
5
4.5
WAN, VLAN, LAN, VPN
10
3.5
Project Engineering and Management
10
4
NOC Environment
7
4
Wireless
2
2
Designing and implementing of both data and voip networks, Cisco-SDN
6
4
Disaster recovery planning
5
3.5
Data Network design
7
3.5
CUE/CME, dial-peer, ACD scripts, configurations, Perl,
3
3.5
Project management Infrastructure
6
4
CRS Server and associated devices
2
2
Presales experience with Cisco IPT products
6
4
Microsoft Exchange, windows
6
4
Employment Refences:
Ginger Russell – Senior Careltc Manager
Senior-Care Inc.
Dallas, Texas
advjrc@r.postjobfree.com
J. Alan.Smith – Solution Manager
Verizon.com
advjrc@r.postjobfree.com
Contact this candidate