•Provide level II and level III support for phone systems (Cisco Collaboration, 3CX, Cisco Webex Calling products) - Current CCNA 200-301 Certified. •Design and implement voice solutions for new customers.•Manage over 100,000 end point devices between all client sites including CTI devices, Third Party Devices, Jabber Client Apps, Voice Gateways, IP VoIP supported devices, and Analog gateways.•Support for hospital environment applications such as Rauland Nurse Call system, Spectra link phones, Berkekke Servers. •Interact with vendors for technical support, infrastructure maintenance and problem resolution (Including Cisco TAC).•Experience supporting and troubleshooting Voip/SIP networks. •Established monitoring systems for UC and other Voip environments (RTMT, PRTG, SNMP tools).•Administration and management for applications during maintenance windows after hours. •Knowledge with managing Paging systems (Informacast). •Recommend resources required to maintain or expand service levels.•Identify commonly asked questions and generate knowledgebase articles for level 1 and backup employees.•Perform daily admin tasks and support the users remotely and on-site when no other means can resolve issue.•Research and recommend network and data communications hardware and software improvements.•Document all activities in service management ticketing system and compile reports.•Enhance existing product documentation and create new documentation based on technical specifications and experiences.•Technologies used daily: Cisco Collaboration Solutions (CUCM, CUC, UCCX, Expressways), 3CX, Asterisk - FreePBX, SIP, VoIP Fraud Prevention, Call Detail Reporting (CDR), QoS, Local Number Portability (LNP) •Daily Ops include but not limited to: (MACD) Move, adds, and changes to end points in Call Manager, Cisco Unity (Voicemail / Call Handlers), UCCX (Scripting for creation of IVRs, Agent Queueing, Reporting).

Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experiencedConsult user guides, technical manuals and other documents to research and implement solutionsEmulate or reproduce technical problems encountered by usersProvide advice and training to users in response to identified difficultiesProvide business systems, network and Internet support to users in response to identified difficultiesCollect, organize and maintain a problems and solutions log for use by other technical support analystsParticipate in the redesign of applications and other software

Completed Staff Sergeant Training Rank with Secret Security Clearance, Performed and managed aviation and parachutist Host Aviation Resource Management (HARM) and Squadron Aviation Resource Management (SARM) functions related to scheduling, standardization and evaluation, flying and ground training, aviation flight records, parachutist jump records and squadron operations. Operated and maintained the Aviation Resource Management System (ARMS). Performed aviation and parachutist resource management functions. Monitored flight physicals, physiological training, aircrew qualifications, and other aircrew and parachutist-related programs. Scheduled aircrew training and aircraft sorties, and maintains mission information. Monitored individual flight requirements, unit flying hours, and aviation requirement changes.