Contact Center Engineer Ii

Samuel Effange

Aurora, CO *****

********@*******.*** 720-***-****

Professional Summary

Multidisciplinary IT and Infrastructure Strategist with 20+ years of experience administering enterprise networks, voice systems, and contact center platforms across global organizations. Proven expertise in Linux system administration (RHEL 6.0+), VMware virtualization, and hands-on Layer 2 and Layer 3 network troubleshooting and configuration. Skilled in firewall implementation, scripting (Python, Bash, Shell), and security patch management. Adept at restoring mission-critical systems, mentoring teams, and aligning technology with ethical service delivery. Ready to support scalable network solutions and optimize network performance in evolving threat landscapes.

Core Competencies

Network Administration (LAN/WAN, VLANs, BGP, QoS)

Cisco UCCE, Call Manager, SIP Trunking

SCCM, Active Directory, Cisco ISE

Wireless & BYOD Support

Desktop & End-User Support

ITIL, Incident & Problem Management

Cloud Migration & Contact Center Modernization

Multilingual User Engagement

Crisis Zone Infrastructure Leadership

Documentation & Knowledgebase Development

Linux System Administration (RHEL 6.0+)

Firewall Configuration & Security Practices

Scripting (Python, Bash, Shell)

VMware & Virtualization

Professional Experience (Nissan + UN)

Telephony Business Operations Lead

Nissan North America – April 2018 to August 2025

Led circuit design, testing, and activation for remote office links to core data centers.

Administered SIP trunk provisioning and contact center systems (Cisco UCCE, Genesys, OpenScape).

Migrated on-premises Cisco UCCE to cloud-based solution, improving scalability and disaster recovery.

Resolved Layer 2/3 networking issues including VLAN misconfigurations and BGP routing loops.

Delivered Tier 1–3 support for VoIP systems, Call Managers, and contact center platforms.

Developed incident documentation and knowledgebase articles in ServiceNow.

Ensured SLA compliance and coordinated with carriers and WAN vendors.

Monitored network vulnerabilities and managed security patches on voice-related servers running Microsoft Windows and Linux operating systems, ensuring system integrity and compliance.

Network Engineer / IT Field Manager

United Nations – 2001 to 2018

Administered LAN/WAN infrastructure across field offices, ensuring uptime during civil unrest and health crises.

Designed and deployed structured cabling, wireless networks, and IP-based CCTV systems.

Configured routers, switches, and firewalls to support secure communications and remote access.

Managed VLAN segmentation, QoS policies, and endpoint profiling via Cisco ISE.

Upgraded legacy systems to Cisco VoIP and surveillance platforms, training local teams on diagnostics.

Performed root cause analysis for network outages and enforced patch compliance across devices.

Supported senior UN leadership with secure connectivity, field logistics, and surveillance during political instability.

Mentored junior staff and contributed to procurement planning and SOP enforcement.

Technical Support + Education & Certifications

Desktop & Wireless Support Specialist

United Nations & Nissan (Integrated)

Provided Tier 1–2 support for laptops, desktops, and mobile devices across multilingual teams.

Diagnosed hardware/software issues and resolved wireless connectivity problems (SSID conflicts, signal drops).

Configured and secured BYOD devices for network access, email sync, and VPN compliance.

Managed printer queues, driver installations, and network printer configurations.

Assisted users with Microsoft 365, Active Directory, and Cisco ISE access.

Documented recurring issues and wireless troubleshooting steps to improve HelpDesk efficiency.

Trained new staff on device setup, password hygiene, and basic troubleshooting.

Education

Master’s in Information Systems Management

University of Liverpool, United Kingdom

Certifications

CCNP – Collaboration & Security

CCNA – Routing & Switching, Voice, Wireless, Security

ITIL v3 & v4 Foundations

COBIT 5, PRINCE2 Foundation

CompTIA Security+ (in progress/planned)

Palo Alto PCNSE

MCSE (Windows NT), MCSA (Windows 2008)

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