Jane Eckert Email & Phone Number

Cleveland, Oh, Us

Kirtland, Oh, Us

• VoIP / Network level 3 support for the campus• Created Documentation on Voice configuration, BTN’s, DID’s, circuit identification and maintain policies / procedures for the voice infrastructure• Managed and supported Cisco telephones Endpoints, Jabber 11 / 12, Cisco Agent Desktop / Supervisor, voice mails by performing moves/adds/changes and Video Conferencing equipment. Utilized BAT for bulk configuration of phone features thru Cisco Communication Manager.• Manage and provide support for Version 10.5 -11. 5 for Cisco Phone System Cisco Communication Manager, Cisco IM & Presence, Cisco Unified Contact Center Express, CUIC, Cisco Unity Connection, Cisco Expressway, VCS, and VMWare thru VSphere• InformCast (Singlewire) for the Panic alarms on the endpoints, College Cameras thru Milestone software and the S2 door alarms. • Engaged / Assisted in design / configuration / implementation / manage upgraded Cisco Communication Manager 10.5 to Cisco Communication Manager 11.5, Cisco IM & Presence 11.5, Cisco Unified Contact Center Express 10.6, CUIC 11.5, Cisco Unity Connection 11.5, and add an secondary Cisco Unity Connection with a Vendor. • Manage and supported Analog Lines (POTs) and Fax Servers • Monitored Cisco Phone system issues thru analyzed logs thru RTMT to troubleshoot issues and Alerts, Backups and work with Network Monitoring tools WireShark• Manage and supported the IVR’s for the 6 Call Centers for the campus and in process of setting up Finesse.• Worked with AT&T to obtain the DN’s numbers for the Campus, plus in the process of changing over to IPFlex. Also worked with vendors Cisco Tac, Milestone, Singlewire, and Logicalis. • Defined Route Plans, CSSs / Partitions, Translation patterns, and Inter-Cluster Trunks

Cleveland, Oh, Us

• Network Support / VoIP with level 2 and 3 support for the Corp office, 6 Regional Office, 36 office buildings, 32 shopping centers, and 115 apartment complexes.• Created Documentation on Voice configuration, BTN’s, DID’s, circuit identification and maintain policies / procedures for the voice infrastructure• Managed and supported Avaya, Toshiba systems, Shore Tel, UCaaS, Lucent, Ring Central and Pro Voice hosted solutions, various telephones Endpoints, voice mails by performing moves/adds/changes, and various different Video Conferencing equipment. • Installs, supports, and maintains in-house, voice data, and video equipment. This includes configuring, diagnosing, repairing, upgrading, and optimizing all telephones systems and services, voicemail, and PBX communication systems, and video conferencing environments.• Managed and supported Avaya Aura System Manager 6.3, Communication Manager, CS 1000, Session Manager, Element Manager, Messaging, AAC7, AAC8, Mutare EVM, and Vera Smart Call Reporting. • Monitored all Network device / Phone system issues thru analyzed logs thru Solar Wind and WireShark• Worked with PSTN, PRI, ISDN, POTS,T1’s, SIP and Gateways with various vendors Telco companies for provisioning / troubleshooting services for connectivity issues in the server rooms and the DMAC rooms. Such as circuit outages tracing/troubleshooting/ordering analog phones lines used by elevators, alarm systems, fax devices. • Provided assistance with establishing hosted telephony solution for new residential properties,

• Network Support / VoIP with level 2 and 3 support for the Cleveland and San Antonio Healthcare by responding to incoming work orders, trouble tickets and email regarding equipment of connectivity problems.• Created Documentation on Voice configuration, circuit identification and process• Maintain policies and procedures for the voice infrastructure deployments• Managed and supported end users of Cisco telephones Endpoints 7945, IPCC 8.6, Jabber 9.1 to 11.6, Cisco Agent Desktop / Supervisor and voice mail by performing moves/adds and changes. Utilized BAT for bulk configuration of phone features thru Cisco Communication Manager for Cleveland and San Antonio BU.• Maintain a data repository and knowledge base of information related to the system and devices• Applied Cisco CA Certs, FIPS and patches to the Cisco Communication Manager and to the endpoints per the client. • Engaged in design / configuration / implementation / manage upgraded Cisco Communication Manager 9.0 to Cisco Communication Manager 11.0, Cisco IM & Presence 11.0, Cisco Unified Contact Center Express 10.5, CUIC 10.5, Cisco Unity Connection 11.0 AQM 11.0 and Work Force Management 11.0• Manage / Configured 13 Call Centers thru Cisco Unity Connection thru the Call Handlers (Hunt Groups) and 6 IVR (Interactive Voice Response) Call Centers thru Cisco Unified Contact Center Express (UCCX) using UCCX Script Editor with Data Dips to SQL databases for the Business Unit for Cleveland and San Antonio sites. • Worked with the Telco (AT&T and Verizon) company to obtain toll free number to connect to the different triggers for the call centers. Also worked with AT&T to obtain DID’s numbers for both Cleveland and San Antonio. • Manage and supported Analog Lines and Fax Servers • Configured/ managed all maintenance Backups on Cisco Phone system. Managed / monitored all Cisco Phone system issues thru analyzed logs / RTMT to troubleshoot issues and Alerts.

• Field Service team with level 2 and 3 support and Day to Day IT Operations for the Cleveland BPS Business Unit. • Main Technical support for Equipment (Laptops, Servers, Desktops and Printers) and Software. Also testing new software.• Main Support for the Nortel Phone System (VOIP), CS1000 and Call Pilot, setup of new phones (1120e and 1140e) and soft phone on laptop. • Support Cisco VOIP Phone System • Work with the Network cabling CAT5e and CAT6, Fiber and Electrical wiring thru out the Business Unit. By working with the Contractors with various Expansions (Build Outs) for the BPS BU.• Worked with PSTN, PRI, ISDN and T1’s (VWIC) with various vendors Telco company (AT&T, Verizon, Etc.….) for provision / troubleshooting ISDN services for jitter, latency, and packet loss for voice quality / connectivity issues in the server room and the DMAC rooms. • Understanding knowledge of Routing protocols H323, G.711, G.729, primary-ni, primary-4ess QOS, EIGRP, SIP, SCCP, MGCP, TCP, UDP, IPsec, OSPF, VPN, NTP, SMTP, SSH, etc.…• Administrator the Windows 2003 Domains, by working with the Active Directory, FTP Site, Setup of Share Point sites, Roaming Profiles, groups, permission on folders, and various other duties on a System Administration side. Also used ROBO Copy to copy files over to the new files server.• Started taking some of duty from the Network Administrator.

Montreal, Quebec, Ca

PC Technician/Network Support Specialist for the Healthcare and Government Business Unit, also the Midwest Regions. Support both PC’s and Network clients, by supporting calls and resolving all problems relating to hardware and software issues. Setup, installed and maintain the Servers, PC’s and printers thru out the Business Unit. Worked with the Routers, Switches, Hubs, Cat5 cabling, punch downs in the network Cabinets, etc. Ordering computer supplies, having the equipment repaired from vendors that were under contracts, ordering new equipment, and asset tracking of the inventory on the equipment. Support and Assisted with Migration to Windows 2003 Active Directory. Setup and maintain a RIS server on Windows 2003 server. Support and repair the Nortel / Norstar phone system – Assisted in the migration from Analog to VOIP Phone System, IM Messaging, Support Microsoft Exchange, Blackberry and Mobile 6 setup. Setup and testing of new Microsoft software and various other software. Setup and assisted in testing of new Corp image for Dell. Setup Full Disk Encryption on Laptops.Worked at Client sites: HUMAN CAPITAL SERVICES, CUYAHOGA COUNTY REEMPLOYMENT CENTER and HUMAN CAPITAL SERVICES LEARN TO EARN CENTER As a Consultant, duties consisted of setting up, supporting and testing the client/server environment for the Reemployment Center. Set up and maintain the staff systems with Windows XP on a Windows 2003 Active Directory network. Assisted is the set up a Windows 2003 Active Directory Domain. Set up remote connection to work on system problem and training of the staff.

Cleveland, Ohio, Us

Cleveland, Oh, Us

Us

Education record

Education record

Education record