Hazel Pringle

404-***-****

adyspp@r.postjobfree.com

Summary:

A versatile and highly-responsive technology PBX consultant with expertise in providing effective business solutions for voice infrastructures of any size, from small to global. Proven ability to create and implement plans to meet business needs, as well as IP Telephony architectural designs that can scale with a company's growth.

Education:

Cisco Certified Network Professional Collaboration

Developing Applications Using Core Platforms and APIs

Implementing Automation for Collaboration Solutions

Implementing Collaboration Conferencing

Implementing Collaboration Cloud and Edge Solutions

Cisco Certified Network Associate Collaboration

Cisco Certified Network Associate Route and Switch

Accessing the WAN

Routing Protocols and Concepts

LAN Switching and Wireless

Network Fundamentals

Cisco Express Collaboration Systems Engineer Representative

Cisco Video Network Specialist

Lean Six Sigma Yellow Belt

Bachelor of Science, Network Management Westwood College, Graduated July 2012

CPR Certified

VMware Certified Technical Associate

Professional Experience:

Elite Mind Technologies April 2023 to May 2023

Lead PBX Engineer

• Skilled in configuring and testing IVR calling with agents

• Experienced in configuring Dial Plans, including Trunk, Outbound/Inbound Routes

• Proficient in configuring Grandstream UCM6301-GXP2135, Cisco Phones-SPA52G2, 2N IP Vario Intercom

• Troubleshooting SIP calling issues and Firewall (Meraki MX450) with packet capture analysis, VLAN, and Traffic Shaping

• Proficiency in Packet Capture analysis, Grandstream UCM6301V.1 2C Administration, and Vonage Provider account Management

Elite Mind Technologies April 2020 to Jan 2023 Technical Consulting Engineer

• Expertise in CUCM, Call Failure, Call Recording, SSO, TLS, Certifications, CUCC, Webex App, Hybrid Calling, Expressway C/E, E164 dial plan, VPN, IP phones-security, Packet Capture Analysis, and Logs, and CUBE/SBC

• Proven ability as a resolution leader and adept problem-solver, utilizing a well-honed troubleshooting methodology

• Skilled in customer-facing break-fix support Tier 3

• Proficient in Microsoft Server 2008/2014-LDAP Server with Certificate Authority, LDAP Directory configuration, DNS and Medium Sized Intgration- LDAP Secure

• Global technical support experience

• Proficient in VMware vSphere Client Management/Administration of ISO/OVA/IOS files and host

Persido Sept 2021-Feb 2022

Technical Consulting Engineer

• Plan, coordinate, and execute PRI to SIP migration with Windstream, including:

- Dial Plan configuration

- Configuring iFax Brooktrout SR140

• Develop infrastructure upgrade plan for:

- CUCM 10.5 > 12

- UCCX 10.5

- Unity Connection (IVR) Call Handler changes

• Configure MGCP Router

• Provide Tier 3 Troubleshooting for:

- Phone registration

- CUCM issues

• Manage/administer VMware vSphere Client ISO/OVA/IOS files and host

Millennium

Lead Voice Engineer

• Create and implement migration plan

• Migrate to Microsoft Server 2008/2014/2016

• Provision and configure license agreements

• Generate detailed infrastructure diagrams

• Compile matrix of devices and Unified Communications applications

PNC Oct 2021- Oct 2022

Cisco and Avaya Voice Engineer

•Migrate existing Cisco/Avaya setup to BBVA

•Update dial plan and call flow

•Install, move, add, and make changes to CUCM using BAT

•Unity Connection troubleshooting

•Cisco-Avaya Troubleshooting

•Provide Tier 3 support for Avaya site administration

•Administer Avaya control manager and Avaya Aura System Manager (voicemail)

•Analyze Oracle Enterprise Communication Broker logs

Logically March 2021-March 2021

UCCX Trainer

• UCCX Expertise:

o Designing & Implementing Dial Plans

o Configuring & Administering UCCX Call Flows

o Designing & Administering VoIP Infrastructures

o Digit Manipulation & Call Routing Strategies

• Provided Recommendations:

o Developing Scalability Solutions

o Optimizing Dial Plans

Open Technology Solutions March 2021- Aug 2021

UCCE Engineer

• Documentation of VoIP Infrastructure:

• Architectural Diagrams of UCCE call flow and Call Manager clusters

• Hunt Pilot Queuing, Configuration and Troubleshooting

• Unity Connection

• SIP Trunk maintenance and alerts

• SolarWinds Administration

• UCCE Scripting

• Update IVR wav files on menus

• LDAP User Configuration

• Troubleshooting: Vicidial synchronization, Phone registration/Configuration, WebRTC, 3CX installation

• Configuration: CUBE configuration, 3CX installation and configuration

• Cisco TelePresence SX80

Cisco April 2019- Nov 2020 High Touch Technical Consulting Engineer

Provided second/third level technical support for Enterprise voice technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers.

Applied analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.

Provided technology/product training and intellectual property material as the need arised.

Acts as focal point for large account network problem resolution.

Effectively utilizes moderate to sophisticated lab setups to recreate and solve problems.

Submitted complete and accurate bug reports in area of expertise.

Ability to determine root cause and resolution for previously unknown problems.

Interacted across TAC/HTTS/ROS teams and development teams at peer level.

Acts as a technical expert and provides support on a global basis.

Highly-responsive and driven technology Expert

Provide Enterprise voice technologies to Cisco customers, partners, account teams, and other TAC engineers.

Perform other office tasks or activities as assigned.

Unity Connection, Unity; Call Handler, DTMF, BAT, SIP/SCCP integration, mailbox migrations, voicemail, database replication, MWI, increase disk space, Upgrade

Analyze logs and isolation of issues: Powershell, Linux Administration

Cisco Emergency Responder; CTI Route Points, tracking phones, SNMP

Prime Collaboration Assurance, Deployment Deploy and Troubleshoot issues

Cisco Unified Communication Manager; vCME, CUBE CUCM; licensing, installing/upgrade, ES/COP files, phone registration, feature and services (mva,cbarge etc), certificate issues; Core dumps; URI/ILS configuration, Upgrades, PCD and PLM

vCME SIP/SCCP troubleshooting; SRST

CUBE; vCUBE, NIMs, PRI/BRI troubleshooting; Dial Plan Configuration; POTs configuration

IM and Presence; Jabber; Deployment, Installation SAML Error Messages; Persistent Chat, SSO, Jabber Mobile, troubleshooting IM/calling:Jabber SRST

Cisco IP Phones/DX80/Codec; Troubleshooting firmware, registration, audio, wireless,CAPF certificate

Expressway C/E; VCS C\E; Telepresence Management Suite, Troubleshooting video calls, installation, deployment, Video Latency; deploy SQL server, audit logs, troubleshoot email integration issues

Satellite Server License Management (SLMS), ELM, PLM Install, integrate with UC application and troubleshoot license issues

UCCX; UCCE Troubleshooting; Calls get fast busy, Lab in standby state, certificate issues; CCMP login issues, Agents unable to sign-in, configuration assistance; help desk scripts, Sync Failure; Finess Administration

WebEx; Cisco Webex Meeting Server (CWMS)-Expansion, Administration, NFS Storage

Disaster Recovery; Upgrade

CWMS o MOP for CWMS expansion 800 to 2000 users, troubleshooting bridge creation/allocation, Database Corruption; Deployment issues, call back feature, increase host limits; upgrading 3.0/4.0

Cisco Meeting Server(CMS); deployment, troubleshooting calling issues, licenses, LDAP integration, configuration assistance qith WebRTC

TMS; SQL Server 2016, Deployment, Calendar Issues

Bugs Found:CSCvv69122, CSCvu80571, CSCvv2621

Microsoft Server 2008/2014-LDAP Serverw/High Availability, Multi-Domains, SQL Server and Querying, Enterprise Integration

ESXi 5.1-6.0 Server installtaion

VMware vSphere Client Management/Administration of ISO/OVA/IOS files and host

Wipro Technologies/Diversey April 2018- April 2019

Lead Onsite Voice Engineer

• Expert Global Cloud and Infrastructure Solutions Team member, providing global contact for FUZE PBX and FUZE Contact Center troubleshooting and script changes for call menus

• Proficient in migrating from Cisco to FUZE VoIP for 10-200 users, as well as configuring CME Routers, BE6k, Avaya S8300 CM, and Unified Collaboration

• Skilled in L3/L2 Troubleshooting, including voice and analog gateways, call routing, unity connection, voice gateways, default routers, and Enterprise EIGRP networks

• Successfully overseen hosted solution cutover of global infrastructure as Project Engineer, as well as remote site deployments

• Lead and supported teams for Avaya, Cisco, and Fuze in multiple time zones

• Provided Enterprise Engineer Support of Voice Network Services, Voice Messaging, Conference Services, Conferencing Services, as well as created IPT Architect designs for BE6k integration with remote sites and voice infrastructure

• Troubleshoot and provide solutions for Enterprise/Global problems, such as LDAP sync and Dial Plan Consolidation

Digicel Nov-17 to Mar-18

ICT Engineer

• Configured Ubiquti Firewall and WiFi Access Points for secure and efficient connectivity, as well as provided L3/L2 Troubleshooting for call routing, Unity Connection, voice gateways, default routers, and Enterprise OSPF networks

• Served as Lead engineer/ Project Engineer for Virtual Migration and ReIP of decentralized deployment, while also managing Cisco Unified Attendant Console, Phone Setup, and provisioning and supporting existing infrastructure of Voice Add, Moves Changes to Voice Gateways, CTI Agents, Switches, E1s, Call Routing, and Unity Connection

• Administered CME BE5K/CUCM 500- Servers and deployed de-centralized Call Manager, Unity, IM&P

• Effectively configured RV340 Dual WAN/Fortinet-Firewalls with ACLs, IP whitelisting, Cisco 2960L/ Cisco 302 Switches/Cisco 800 series, and built C220 M3 Servers

• Successfully installed ESXi 5.1-6.0 Servers, managed VMware vSphere Client with ISO/OVA/IOS files and hosts, and provided technical support to third-party and client operational staff

Paychex Inc. Sep-2016 to Aug-2017

Voice Engineer

• Project Engineer for Telepresence IOS conversion and 78XX Series IP Phone deployment

• Experienced in re-designing Enterprise EMCC, Dial Plans, and Call Routing

• Proficient in utilizing Call Tracing tools such as Palladion, RTMT, Vermark, and Avaya Emulator

• Expert in administering UCCE, Finesse, CUCM, Unity Connection, ICM, Avaya (ASA), and H323/MGCP Gateways

• Responsible for ticket management and customer support

• Experienced with Microsoft Server 2008/2014-LDAP User configuration

• Deployed SIP solutions for Cloud AT&T and Avaya

Xerox Technology Dec 2012 to Sep 2016

Cisco UC Specialist

• Team member of Global Voice Services and Instant Messaging with supporting role in Global Voice Operations

• Expertise in Expressway Core and Edge Deployment in Lab, as well as Development/Operations IPT Lab, Macintosh, IP Phone, Softphone, Variphy Insight, Attendant Console and Disaster Recovery

• Experience creating user guides for new voice components (8831, Atex Phone), managing Global Documentations and IPT Assets (hardware, software), and creating Architectural Designs

• Ability to provide proposals for Cisco End of Life and End of Sale equipment and business solutions for IPT infrastructure based on current Road Map

• System Administrator for Variphy Insight, CUCM, CUPS, CUAC and UC

• Assist project managers in planning, implementation and design for voice technology and voice networks in a global environment

• Experience with Jabber and Microsoft Lync IM and Softphone Project, as well as ESXi 5.1 Server Installation and VMware vSphere Client Management/Administration of ISO/OVA/IOS files and host

Contact this candidate