Contact Center North Carolina

•Ikenna Kenneth Ugwunna

Lead Unified Collaborations Consultant

Summary of Qualifications

Candidate Experience:

•12 years of experience with Cisco VoIP

•12 years of experience in LAN/WAN Networking

•Experience with Cisco CUCM, CUBE, Ribbon & Oracle SBCs, Unity Connection, and Voice Gateways and Webex Calling, DI

Certifications

•CCIE COLLABORATION #55797

•CCNP ENTERPRISE

•Security Plus

•ITILv3

Technical Skills

•UCCAAS

•AKKARDIAN

•UCCE, UCCX, FINESSE

•CUAC

•RIBBON SBC & ORACLE SBC

•CUCM

•CME

•VCS EXPRESSWAYS AND TELEPRESENCE

•CISCO CUBE

•WEBEX CALLING & CONTACT CENTER

•IM&P JABBER

•E911

•CER

Professional Summary

HCLTECH

Unified Collaborations Architect July 2019 - Present

Cary, North Carolina

Responsible for design, implementation and support of next gen Unified Communications and collaboration infrastructure of dedicated Verizon customers private and govt. Ensure the modernization of the Unified Communications & Collaboration (UCC) vision, define roadmaps, and translate business challenges into technical solutions

•Act as an Escalation Engineer for a managed services team focusing on Cisco Unified Collaborations supporting up to 15 of Verizon’s largest managed customers.

•Managed escalations for complex technical issues that were either not being resolved by lower-level engineers or were of great importance to managed customers.

•Provided direct guidance and assistance to 1st & 2nd level engineers to resolve complex issues in a timely manner.

•Worked to resolve issues with CUCM, Cisco Unity Connection, SIP Trucking, CUBEs and Voice Gateways, CER, IM&P and IP Phones.

•Led and participated in installations and rebuilding of CUCM, IMP, CER CUC and other collaboration applications.

•Supported RIBBON and Oracle SBCs for multiple customers on a hosted virtualized platform.

•Participated in the migration implementation and support of Webex Calling Dedicated Instance

CenturyLink August 2014 – March 2019

Lead Unified Collaborations Engr.

•A tier 3 Lead Engineer dedicated to the Unified Collaboration and Contact Center Operations of Hertz Rental Company

•Designed and Supported Cisco voice gateways leveraging SCCP, MGCP, H.323, SIP, ISDN, as well as Media Resources.

•Assisted in designing and implementing features and functionality on a 30 virtualized server platform comprising of CUCM, CME, CUC, Virtual Telepresence Server, TelePresence Conductor, TelePresence Management Suite (TMS), Collaboration Meeting Rooms (CMR)

•Collaboration Edge (Expressway Core/Edge)

•Mobile and Remote Access (MRA) Performed in-depth diagnostic reviews of existing Cisco Voice implementations and components within production environments.

•Tested and implemented workarounds in a lab environment prior to production rollouts.

•Performed compatibility review, coordination and oversight for complex platform upgrades involving multiple, interdependent systems.

•Led and participated in installations and rebuilding of CUCM & CUC and other collaboration application.

City of Durham

Lead Unified Collaborations Engr. July 2013- May 2014

Durham, North Carolina

Served as a member of a team within the Verizon Managed Services UCCaaS team

Responsible for incident and change management supporting complex multi-vendor networks of varying technologies for up to 10 of Verizon’s largest managed customers.

•Worked with vendors to migrate City of Durham from BroadSoft to Cisco IP Telephony platform sites and DCs

•Worked to resolve issues with CUCM, Cisco Unity Connection, SIP Trunks, Voice Gateways, CER, and Intrado E911 for Durham Police

•VG224 and ATA 190/191 for analog endpoints like fax and elevators as well pager for Water Utility offices

•Deployed and managed UCCX solution for Durham One Call Contact center

•Troubleshooting and resolution of highly complex network issues as well as change management

•Communications implementations through scripting, process improvements, etc.

•Worked with several small groups of 1st & 2nd level tiger teams to give focused attention to a single customer's issues requested by management

TCS/NetApp May 2012 -June.

2013

Unified Communications & Collaboration Technical Lead Durham, North Carolina

•Led engineers that supported the robust Ip Telephony and Contact Center Operations of NetApp, a Storage giant.

•Configured and Troubleshot various CUCM/CME as well CUBE SIP dial plans.

•Assessed and troubleshot Cisco voice gateways leveraging SCCP, MGCP, H.323, SIP, ISDN, as well as Media Resources.

•Assisted in designing and implementing features and functionality on a 52 virtualized server platform comprising of CUCM, CME, CUC, Virtual TelePresence Server, TelePresence Conductor, TelePresence Management Suite (TMS), Collaboration Meeting Rooms (CMR)

•Collaboration Edge (Expressway Core/Edge)

•Mobile and Remote Access (MRA) Performed in-depth diagnostic reviews of existing Cisco Voice implementations and components within production environments.

•Tested and implemented workarounds in a lab environment prior to production rollouts.

•Performed compatibility review, coordination and oversight for complex platform upgrades involving multiple, interdependent systems.

•Led and participated in installations and rebuilding of CUCM & CUC and other collaboration application.

•Reviewed and acknowledged alerts as they are reported by proactive UC monitoring system and assessing the impact and severity such as Cisco Prime Collaboration Tool and RTMT.

•Gathered detailed information from the client in assessing the impact and severities of reported issues utilizing the ITIL framework.

HP/Bank of America January 2011 to May 2012

Network Engineer Plano, TX

•Supported the new data/VoIP Bank of America/Merrill Lynch/Countrywide Networks.

•Responsible for troubleshooting and fixing the Data and VoIP Operations.

•Oversaw 35000 routers and over 45000 switches.

•Worked as the second to the highest escalation point for all data/voice infrastructure related issues which include break/fix, change controls, defect and integration of networks into the Bank of America's/Merrill Lynch/Countywide Production environment.

•Provided the second level call resolution by resolving data and voice problems in the 5th largest network in the world at the initial telephone call.

•Made use of Network management and monitoring tools to keep an eye on the networks geared towards ensuring that we can achieve 99.999% in the 5th largest network in the world at the initial phone call.

•Ensured that all assigned tickets and requests are resolved within the Service Level Agreement timeframe.

•Acted as a Business Partner's advocate and problem manager for all network issues with more emphasis on VoIP.

•Engaged vendors from Telecom Service providers to Wiring and Third party managed infrastructure vendors such AT&T, Verizon/MCI, SPRINT, (L3), Qwest, Paetec etc.

•Worked with Call manager 6.0/7.0, verifying and manipulating call routing parameters, dial plans and class of service parameters to ensure high availability and an optimized VoIP environment.

•Engaged in Change Processes in an ITIL based environment.

•Managed circuits ranging from 56Ks to T1s all the way up OC768 rings.

Devices Include:

•VG224 • 3500, 3560 switches

•CUBE • 3700 and 3800 series routers

•1800 and 2800 ISRs • 6500 and 7200 series switches

•Gatekeeper • Nexus-5K,7K, FEXes 2K series

•WLCs

•L2/L3 Technologies Included:

•STP

•VTP

•HSRP

•EIGRP

•OSPF

•BGP

•H323

•SIP

•SCCP

•MGCP

•SRST

CompuCom September 2010 to December 2010

NOC Engr. Dallas, TX

•Utilized HP Open view.

•Monitored and troubleshot links and network infrastructure ranging from DSL, T1, and T3 OC links to Juniper SSG routers, Cisco 800 series routers to 7600 routers.

•Monitored, troubleshoot and escalated link and device issues of some of the top three Tier 1 DSL and WAN and internet providers' customers.

EGM Inc. August 2009 to August 2010

Network Engineer Waco, TX

•Designed, implemented and supported our various clients network infrastructure, ensuring that customer networks are designed without error and maintained to a satisfactory 99.999% uptime.

•Client’s supported included Banks, Manufacturing companies and Attorney offices and Retirement facilities as well as retirement homes.

•Utilized Windows Server 2003/2008 Active Directory DS.

•Performed daily moves and modifications of users and domain parameters.

•Implemented Cisco Call Manager Express. UC500 series voice gateways.

•Utilized routing protocols include RIP, OSPF, EIGRP, and BGP.

•Gained experience with WAN Technologies including-Frame Relay, PPP, MPLS/VPNs etc.

•Utilized switching protocols include VLANs, 802.1q, STP, Redundancy protocols: VRRP, GLBP, HSRP, Ether channel and Poe.

•Worked thoroughly with Call manager 7.0, Unity and voice gateways.

•Utilized voice protocols H.323, MGCP, SCCP and SIP, CUBE.

•Ensured that all clients stayed up and running 24/7 even though it was an 8hour, 40 hrs. A week schedule.

•Assisted in the migration from Legacy telephone system to Call Manager Express VoIP phone system.

•Assisted in the migration of a bank's network infrastructure and services from one location to the other with minimum downtime.

VeeMost Technologies August 2004 - July 2009

Field Network Engineer

•Worked with a lot of Cisco and Microsoft infrastructure.

•Participated in design and implementation of the IT infrastructure of its clients.

•Worked under the direct supervision of a renowned CCIE who expanded my abilities in the utilization of routing protocols such as OSPF over Frame, RIP, EIGRP and BGP.

•Utilized Windows Server 2003 Active Directory Services daily.

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Education and Training

Richland College

Computer Science

Cisco Networking Academy

Collin County Community College

Vocational Training:

•New Horizon Learning Center

•Voicebootcamp-CCNP_Voice Bootcamp & Deploying UCCE bootcamp • Administering Cisco Unified Contact Centered with CVP & IP IVR

•Attended Courses:

a)CCNP_VOICE Training

b)ROUTE

c)35hrs of PMP concept and tools

d)35hrs of CISSP Seminar

e)Windows Server 2008-Installing, configuring and managing

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