Corlette G. Email & Phone Number

Remote

• Manage 3000 users on Cisco CUCM, 400 agents on UCCX, CUCI, Unity and Finesse Desktops.• Primary engineer that creates and maintains UCCX Scripts for 5 National Communication Centers.• Responsible for engineering, administration and support of platform that provides service to all recorded Cisco agents and WAVE on the Verint 15.2 recording platform for entire enterprise.• Execute upgrades, patches, configuration changes, service or hosts-controlled reboots on both UC and Contact Center components.• Work with vendors on vulnerability remediation evaluation and execution.• Support Cisco Voice Gateways 28xx, 29xx, 4xxx series using MGCP, SCCP, SIP, H.323, and TCP/IP protocols.• Function as the single support engineer POC for ARC.• Maintains documentation of process and procedures related to the voice environment.• Lead engineer in the consolidation of two separate Cisco Systems into a new CUCM implementation after merger of AMGH and AMR.• Migrated Verint call recording platform to new domain, including migration of old content.• Collaborate with project and operational teams, and 3rd party vendors supporting the voice environment.• Team Player with proven communication, and organizational skills with different teams across the company.

•Plans and implements multiple VoIP applications including IP trunks, IP telephones, Softphone, IP Console and IP Agent.•Teams with convergence engineers on the implementation of other IP applications such as AACC, AES servers requiring CLAN and Medpro resources.•Provide transitional software support for Avaya, Inc.

•Provided technical and administrative direction dedicated to Newport News Shipbuilding to the development, deployment and growth of the company’s infrastructure and voice architecture by collaborating with customers, vendors and appropriate industry experts. •Administered 5 Avaya S8700 and 11 Prologic voice communications servers’ currently servicing over 30,000 customers by coordinating customer moves, additions and changes as well as processing appropriate ITRs.•Administered CISCO VoIP interface using CallManager 6.1 providing service for over 1,200 customers.•Administered 13,000 voice mail subscribers using Cisco Unity 7 and Avaya Modular Messaging 3.x applications.•Participated in the negotiation and administration of voice communication services leased and purchased, including administering/reconciling related equipment billing. •Evaluated new technology while administering and upgrading existing technology. •Developed, recommended, and implemented guidelines, procedures and standards for voice network design, administration, access and maintenance.

•Provided System Administration services for the 5 Avaya Definity G3r Enterprise Communication Servers supporting all Naval Installations in the Norfolk Virginia area currently serving 30,000 customers on 2.5 million dollar government contract.•Coordinated day-to-day activities with site technicians including the installation, relocation, and removal of telephone equipment and cabling. •Maintained Definity Intuity Audix Multimedia Voice Mail System to support mailbox, password administration, system back up and generate reports to ensure efficient usage.•Monitored and maintained the Call Accounting System (2.x and XP) to insure that it is operating properly and integrity of the data. Generate toll reports for each Naval Installations supported by the switch.•Maintained accurate database records in support of all telephone cabling using C.A.I.R.S. 32 software.•Performed informal customer training on voice terminal capabilities and voice mail usage.•Served as technical support specialist within our organization providing ongoing assistance and resolution of problems for hardware, software, and network interface running Windows XP in a standardized corporate environment.•Performed data transfers of user’s software, network drives, network printers, and Microsoft Outlook. •Supported desktop management and perform software updates using enterprise desktop management and anti-virus software.•Installed or assisted service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, scanners, network cards (including wireless) and disk drives.

•Provided technical support for a 2000 user Novell Netware 4.x LAN/WAN environment at the U.S. Department of Agriculture.•Responsible for integration of user workstation, to include configuring, installing, hardware components and software applications.•Troubleshoot and repaired customer hardware/software issues including a vast variety of peripheral equipment.•Assisted LAN administration team members with identifying and solving network problems.