Voice Over Voip Engineer

Saeed Syed

Email: ***********@*****.*** Contact # 609-***-**** LinkedIn: saeed-syed-97134842

Cisco VoIP Engineer

Cisco VoIP Engineer with a decade of experience in enterprise IP telephony. Expert in CUCM, Unity Connection, UCCX, and VoIP protocols (SIP, H.323, MGCP). Proven leader in VoIP migration, integration projects, and call routing troubleshooting. Skilled in QoS, LAN/WAN networking, and voice gateway configurations (ISR/ASR). Collaborates well with cross-functional teams to ensure high-availability and secure communications infrastructure. Dedicated to staying updated on new voice technologies and best practices.

Certifications and Training:

Administering Cisco Unified Communications Workspace Part 1: BASIC (ACUCW1)

Introducing Cisco Voice and Unified Communications Administration V8.0 (ICOMM)

ITIL v.3 Certified

CompTIA A+ Certification

Dell Certified Systems Expert of various Dell Desktop and Laptop Models

IBM Certified of various IBM/Lenovo Desktops and Laptop Models

Professional Experience:

Jan 2024 to Feb 2025

Freelance VoIP Consultant, Client (Proteus)

Designed and deployed a fully functional Free PBX/Asterisk-based VoIP system for a small business.

Configured SIP trunks, inbound/outbound call routing, and auto-attendants for seamless communication.

Implemented VoIP security measures to prevent toll fraud and unauthorized access.

Provided technical training and documentation for end-users and administrators.

Optimized call flows and QoS settings to enhance voice quality and reliability.

Sonepar USA, Charleston, NC. Aug 2022 to Dec 2023

Voice Engineer

Troubleshot QoS and Voice over Internet Protocol quality issues.

Worked with local businesses to gather information for Voice over Internet Protocol conversion and SIP activation.

Responsible for Voice over Internet Protocol installations, migrations, and support.

Configured all aspects of Voice over Internet Protocol services for new locations/migrations.

Documented the process and procedures for VoIP conversion.

Provided day-to-day support/administration of Call Manager, Unity Connection, UCCX, Operator Console, e911, video, Voice over Internet Protocol reporting, and TEAMS Room.

Addressed basic to advanced technical issues and provided end-user training.

Worked with the carrier on number porting to coincide with SIP activation.

Assisted lead engineer on Voice over Internet Protocol projects.

Created call flow for inbound calls and auto-attendant as determined through communication with the business and manager.

Involved with incident and problem management activities. Responsible for performance monitoring and analysis for VoIP.

Ensured VoIP platforms are kept currently patched from the approved vendor source to reduce vulnerabilities and correct anomalies.

Maintained personal interface with other co-workers and customers to facilitate troubleshooting.

Assisted with video equipment installation (TEAMS Room) as applicable.

Researched solutions that benefit all OpCos to reduce costs and increase functionality.

Johnson & Johnson, NJ. Jan 2021 to Aug 2022

Voice Solutions Engineer

Created Third Party SIP Phones: CIPC, Zoom Phones, AV Biamp Device Cards.

Worked in a Cisco Contact Centre environment.

Performed CSRs Complex Service Requests.

Created SIP trunks for GENESYS PURE ENGAGE CONTACT CENTER.

Created CTI Route Point (Java tapi controlled by Genesys).

Created Route Pattern, Route Group, Route List.

Troubleshot SIP Call Flows.

Responsible for Bulk Administration MACDs.

Responsible for Cisco Unity Tasks.

Blackbox, Mt. Sinai. Feb 2017 to Aug 2020

Sr. Voice Analyst

Worked on Cisco Webex cloud contact centre configuration and troubleshooting.

Resolved service requests as they arise through a ticketing system.

Provided root cause analysis of client-business impacting events and provide workaround resolutions or suggestions.

Assessed the customer environment and escalate if required.

Troubleshot CUCM v 6.x/7.x/8.x/9.x/10.x/11. x.

Troubleshot Cisco Unity/Unity Connection 9.x/10. x.

Utilized Collaboration applications such as MS Teams & Zoom.

Created user accounts and providing instructions to users for the use of IP telephony via e-mail and telephone.

Troubleshot UCCX & CUCM issues.

Installed Cisco Agent Desktop CAD, Cisco Supervisor Desktop, CDA & Finesse.

Configured workflows according to the needs of the client.

Worked with Microsoft Lync/Skype for Business, Call Manager, and voice gateways (Cisco Call Manager, Skype for Business, and Audio codes).

Used Zoom International call recording software.

Tekscape. Jun 2016 to Aug 2016

Cisco VOIP Analyst

Resolved service requests as they arise through a ticketing system.

Provided root cause analysis of client-business impacting events and provide workaround resolutions or suggestions.

Worked with Microsoft Lync/Skype for Business, Call Manager and voice gateways (Cisco Call Manager, Skype for Business, and Audio codes).

Assessed the customer environment and escalate if required.

Troubleshot CUCM v 6.x/7.x/8.x/9.x/10.x/11. x.

Troubleshot Cisco Unity/Unity Connection 9.x/10. x.

Troubleshot Collaboration technologies.

Nationwide Insurance. NY. July 2013 to Dec 2015

Unified Voice Communications Support Engineer

Created user accounts and provided instructions to users for the use of IP telephony via e-mail and telephone.

Troubleshot UCCX & CUCM issues. Installed Cisco Agent Desktop CAD, Cisco Supervisor Desktop & CDA in UCCX.

Configured workflows according to the needs of the client. Installed Cisco historical reporting and capture logs on CAD, CSD, & CDA.

Customized and configure line setting per user’s request. Worked on CUCM Migration and Upgrade.

Monitored Cisco RTMT Alerts and take appropriate actions to immediately resolve the issues.

Worked with vendors to upgrade clusters. Assisted customers with their pilot projects and maintain Cisco Unified Communication Licensing.

Assigned Unified CCX Extensions to agents in UCCX 8.5. Assigned Resource Groups and Skills to Agents in UCCX 8.5.

Created Skills, Resource Agent Groups, Contact Service Queues, and Resource Group CSQ in UCCX 8.5.

Administrated Cisco Unified Call Manager v 8.5., Cisco Unity Connection v 8.5, Cisco Unified Enterprise Attendant Console v 8.5.

GlaxoSmithKline, NJ. May 2011 to Jul 2012

Voice Engineer

Worked in a Cisco Contact Center environment. Provided support for Cisco Unity Express & Cisco Call Manager Express.

Created user accounts and provided instructions to users for the use of IP telephony via e-mail and telephone.

Assisted customers with their pilot projects and maintain Cisco Unified Communication Licensing.

Advised customers to resolve their additional issues while being an onsite contact person available for 24/7 (Verizon NOC Support) in case of emergency.

Provided onsite support to 6000 end users in North and South America with their daily telephony issues.

Troubleshot existing IP telephony issues. Customized and configured line settings per the user's request.

Assigned Unified CCX Extensions to agents in UCCX. Assigned Resource Groups and Skills to Agents in UCCX

Created Skills, Resource Agent Groups, Contact Service Queues, and Resource Group CSQ in UCCX.

Created Teams and Make Assignments. Managed and logged tickets related to IP telephony in GSK Remedy System (GSK Support Console).

Provided initial troubleshooting with all IPT Gateway issues.

Citigroup. Feb 2011 to Apr 2011

Computer Support Specialist

Managed inventory by replenishing revolving inventory with incoming equipment, checking out hardware for deployment, monitoring inventory thresholds, and notifying management of inventory issues in a timely manner.

Applied base image by using manual or semi-automated processes and utilities.

Scheduled deployment appointments with users and/or department administrators.

Installed supplemental software packages for non-imaged software.

Tested system readiness for deployment.

Responsible for End-user/profile configuration on email, printers, file share drives, etc.

Migrated system data from the old desktop to the new desktop using manual and/or automated utilities.

Performed data destruction of old desktop drives.

Followed up with the user to ensure the new desktop is working and data/configuration is correct.

Escalated issues, problems, and customer concerns to Desktop Systems Manager and Project Manager as needed in a timely, proactive manner.

Worldwide Tech Services. Aug 2006 to Dec 2010

Field PC Support Representative

Installed basic operating system software including Windows XP, Windows Vista, and Windows 7.

Performed backups and diagnosed malfunctioning IBM and Dell laptops and desktops.

Repaired hardware problems and software configurations.

Installed and tested PCs for clients at their residences or places of business.

BancTec Corporation. Feb 2002 to Jul 2006

Field PC Support Technician

Worked on various Dell Products, including home desktop computers and personal notebooks as a Dell Certified Technician.

Serviced computers for hardware and software problems.

Installed new systems for Dell, Compaq-HP, Micron, and other third-party calls.

Performed system installations, data migration, hardware upgrades, repairs, warranty service, and installations of wireless networks.

Diagnosed and identified hardware problems and addressed software issues.

Worked on various printer models including Dell, Lexmark, and HP as a certified technician.

Worked on various Operating Systems including Windows 98, Windows 2000, Windows Millennium, Windows NT, and Windows XP.

Worked in various Microsoft Office Applications.

Education:

Diploma in Theoretical and Mathematical Physics graduation, Karachi University, Pakistan.

High School Diploma (Completed), Pakistan.

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