Center Agent Voip Engineer

Abdullah Ahmad

202-***-**** ********.********@*****.***

CERTIFICATIONS

CCENT - ICND1 100-105 ID No. CSCO12846818

CCNA Collaboration 210-060

AWS Certified Cloud Practitioner CLF-C01

AWS Certified Solutions Architect - Associate SAA-C02 AWS Certified Developer Associate

CISA Certificate (In progress)

SKILLS

Cisco Call Manager(CUCM), • CME, • Cisco Unity(CUC), Voice Gateways, • UCCX, Cisco Telepresence, Cisco Jabber, Cisco CIPC, Cisco Switches/Routers, Access Lists, Port Security, SIP / SCCP, Wireshark, • SSH, Telnet, Putty, VLANs • Trunk Tagging

(802.1q), • RTP, • SIP Call Flow, • SIP Trunk, • Device troubleshooting / RMA’s, • NFAX, • Vmware: ESXi, VCenter, Standard Switches, vSAN, DRS, vMotion, vSphere HA, Java, Swift, SQL EXPERIENCE

Administrative Office of the U.S. Courts Washington, D.C. Post Implementation Engineer Collaboration Engineer CMS August 2016 - Present

● Supervised post IPT implementation phase which involved transitioning court units nationwide from regular analog to IP telephony by using Cisco Call manager (CUCM) & Cisco Unity (CUC) to enable faster and more secure collaboration at a lower cost.

● Resolved issues impacting onsite and remote employees of court units by providing site administrators solutions for problems that were impacting the day-to-day performance of their end users.

● Configured VPN Phones and Cisco Jabber to provide better collaboration between remote employees and colleagues onsite at their department.

● Implemented Cisco Mobility Connect/SNR which allowed local and remote users to increase their reachability by allowing them to stay connected with their projects and colleagues seamlessly while away from their desk

● Audited MAC addresses and serial numbers of damaged equipment to compile RMA reports requesting new working hardware from Cisco while also compiling a separate list to report all actively deployed devices

● Audited Security guidelines for Cisco routers and switches to ensure guidelines are consistently met

● Created Excel spreadsheets to showcase security features and benefits for new hardware requirements

● Advised court site administrators on resolutions for issues impacting onsite and remote employees

● Configuring NFAX sites in order to allow secure easy online faxes to be communicated through a web portal

● Provided remote and onsite employees with tier 1, 2 and 3 voip support

● Created CSV bulk administration excel spreadsheet files to allow time efficient and seamless bulk device deployments

● Assisted court units in upgrading their voice gateways to provide a more secure infrastructure

● 79XX, 88XX series IP Phones, Expansion Modules and Conference Phones

● Configure Cisco Jabber and CIPC to provide secure voice communication between remote and onsite employees

● Troubleshooting customer issues related to CUCM/Unity

● Configured Call handlers, Auto Attendants, Hunt Groups and greetings to enable callers to reach their correct intended departments seamlessly

● Configure end user accounts for admin use of CCP

● Kept systems and active directory up to date and in sync by removing terminated end user accounts from the database

● Performed scheduled LDAP syncs to enable Call managers end user database to stay in sync with Microsoft LDAP server

● Assisted in tracking of VoIP hardware by using excel spreadsheets to actively monitor active and inactive resources Security & Exchange Commission Washington, D.C.

VoIP Engineer August 2015 - August 2016

● Oversaw and implemented deployment of cisco voice equipment on site for over 6,000 employee’s

● Consulted and advised employee’s on troubleshooting and use of these personal GFE Cisco VoIP devices

● Coordinated deployment of physical IPT equipment to local sites to upgrade and better secure existing voice infrastructure

● Consulted and advised employees on troubleshooting issues related to their Cisco hardware and provided training and instructions on proper and efficient use

● Facilitated collaboration between teams to allow deployment of new hardware for onboarding employees to be more seamless and time efficient

● Performed scheduled LDAP syncs to enable Call managers end user database to stay in sync with Microsoft LDAP server

● Kept systems and active directory up to date and in sync by removing terminated end user accounts from the database

● Created call center agent accounts and added agents to appropriate call queues in Cisco Unified Contact Center (UCCX)

● Configured and installed Cisco Jabber and CIPC through remote desktop connection

● Configured & deployed of 79XX, 88XX, 89XX, 99XX series, Cisco IP Phones, Expansion Modules and Conference Phones

● Configured Cisco Mobility Connect/SNR, Extension Mobility profiles in Cisco Unified Call Manager (CUCM) Department of Veteran Affairs Washington, D.C.

VoIP Engineer October 2014 - November 2015

● Oversaw and maintained Cisco VoIP infrastructure for 5 physical sites supporting over 10,000 DVA employee’s & contractors

● Consulted and advised employees on troubleshooting issues related to their Cisco hardware and provided training and instructions on proper and efficient use

● Coordinated deployment of physical IPT equipment including Cisco 7900, 8800, and 8900 series Cisco IP phones to numerous sites to upgrade from outdated hardware and better secure existing voice infrastructure

● Modified excel spreadsheets to keep paid resources accounted for to prevent any over billing and unnecessary company expenditures

● Allowed remote end users to become more productive using the remote desktop protocol to remotely install Cisco Jabber and Cisco CIPC onto their laptops which allowed them to make calls and have easier collaboration

● Facilitated collaboration between teams to allow deployment of new hardware for onboarding employees to be more seamless and time efficient

● Performed scheduled LDAP syncs to enable Call managers end user database to stay in sync with Microsoft LDAP server

● Configured Cisco Mobility Connect/SNR, Extension Mobility profiles in Cisco Unified Call Manager (CUCM)

● Assisted in keeping directory number excel spreadsheets up to date to allow better tracking of paid resources

● Configured 7900, 8800, 8900 & 9900 series Cisco IP phones and Cisco Jabber for end users to better allow company security to strengthen and also allow easier communication between end users

● Resolved issues impacting onsite and remote employees of court units by providing end users solutions for problems relating to VoIP equipment impacting the day-to-day performance.

Presidio Orlando, Florida

VoIP Engineer June 2014 - September

2014

● Implemented solutions for customer impacting issues remotely for over 100 companies both nationally and abroad

● Advised customers on potential resolutions to work impacting problems

● Provided remote support for companies such as Nissan, North Highland, HarperCollins, Vertex, Bain Capital and more

● Used secure CRT to access customer services

● Configured of 79xx & 89xx series Cisco phones

● Unity (CUC) Administration including Call Handler/Tree creation/modification, set up iPhone, tablets, Jabber, etc; through call manager for users

● Managed the monthly cleanup of Cisco Unity and Cisco Call Manager by terminating no longer active end user accounts

● Resolved issues impacting onsite and remote employees of court units by providing end users solutions for problems that were impacting the day-to-day performance.

● Kept systems and active directory up to date and in sync by removing terminated end user accounts from the database

● Configured Call handlers, Auto Attendants, Hunt Groups and greetings to enable callers to reach their correct intended departments seamlessly

● Configured 7900, 8800, 8900 & 9900 series Cisco IP phones and Cisco Jabber for end users to better allow company security to strengthen and also allow easier communication between end users. World Bank Washington, D.C.

VoIP Engineer January 2014 - June 2014

● Configured 7900, 8800, 8900 & 9900 series Cisco IP phones and Cisco Jabber for end users to better allow company security to strengthen and also allow easier communication between end users

● Assisted in weekly tracking of VoIP hardware by using excel spreadsheets to actively monitor active and inactive resources

● Consulted and advised employees on troubleshooting issues related to their Cisco hardware and provided training and instructions on proper and efficient use Sibley Memorial Hospital/Johns Hopkins Washington, D.C. VoIP Engineer June 2013 - August 2013

● Configured 7900, 8800, 8900 & 9900 series Cisco IP phones and Cisco Jabber for end users to better allow company security to strengthen and also allow easier communication between end users

● Performed moves, adds, changes & deletes in Cisco Call Manager & Cisco Unity Connection

● Investigated and resolved issues related to Cisco IP Phone registering with Cisco Unified Call Manager

● Provide Day to Day Operational & Engineering support to a 2000 + user / 3000+ device enterprise.

● Configured Call handlers, Auto Attendants, Hunt Groups and greetings to enable callers to reach their correct intended departments seamlessly

● Consulted and advised employees on troubleshooting issues related to their Cisco hardware and provided training and instructions on proper an efficient use

● Created CSV bulk administration excel spreadsheet files to allow time efficient and seamless bulk device deployments

● Managed and updated trouble tickets using BMC Remedy ticketing system EDUCATION

PRINCE GEORGE’S COMMUNITY COLLEGE Largo, Maryland

March 2017- January 2019

TELOPTIC TECHNOLOGIES Washington, D.C.

VoIP Technician Certificate January 2013- January 2014 TRAINING

Cisco 2021-2021

Collaboration Engineer CMS

● Troubleshooting Telepresence endpoints

● MXP1700 H.323/SIP Configuration

● Configuring Codecs

● C40 Telepresence Configuration

● Edge95 Telepresence Configuration

● Configuring Conferencings within MCU

● Configuring Search rules

● Neighbor Zone Configuration

● TMS & VCS Configuration

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