IT Network EngineerIT Network OperationsCurrent position - Complex troubleshooting and analytic tasks in an operations environment. This includes reacting to alarms in monitoring platforms; answering hotline calls for large outages; troubleshooting / repair of any legacy analog/TDM/ACD issues to complex VoIP/Network and Routing issues; resolving trouble tickets escalated from the helpdesk; and ensuring systems are maintained in a validated state.Platforms maintained include: LAN/WAN infrastructure (Carrier Systems/SONET Interfaces, Multiplexers/M13's etc..)Cisco/Juniper Routers and SwitchesCisco Unified Call Manager (CUCM), Cisco Unity (Unity), Unified Contact Center Enterprise (UCCE), Cisco Unified Border Element (CUBE)Cisco Unified Intelligent Contact Manager (ICM) and it's peripheral components: Call Routers, Call Loggers, and Peripheral Gateways.Avaya PBX and Aspect/Rockwell Spectrum ACD systems.

* Day to day support for Network WAN elements (i.e.CSU's, M13's, OCx's, copper to fiber conversion equipment), Infrastructure Management (all Fiber/Copper paths/xconn's/maintenance) PBX/Router interfaces AVAYA PBX's i.e. S8700, 8300, G650, G450, VoIP, IP call flow, CISCO ICM, Skills based routing, IVR's (premise and hosted), Call Recording Devices, Voice-Mail, Router/Switch VLANS and more...* Converted multiple access services / Protocol types (VzB PIP/MPLS, AT&T MPLS/IP/FR, POTS, T1's,150+ DS3's, OC3/12/48/192's) to fully redundant SONET / DWDM UVN rings. Over 25,000 network elements moved w/no significant service issues.* Converted 10,000+ DID’s from Local Carrier Legacy Switches to new Next Generation Multi Service Switches w/no significant service issues. * Audited billing / access inventory systems for all carrier services. Saved significant costs (proprietary) by disconnecting services no longer needed or in use. Also received credits for services on our bills that should have been removed but were still being billed. * Team member converting current Avaya Analog/TDM Voice Network to NEW Avaya/ACME Packet VOIP. Worked with vendor and other team members to convert 1st offices/HQ locations. Worked with internal teams and vendors to resolve network/equipment/code issues.* Proactively performed year long outage trending / analysis for years 2008-2011. Analyzed Top 5 outage types and Top 5 reasons for outage on each type. Each year, action plans were developed to address these issues.

* Primary role was technical design and engineering of complex customer networks. Our team achieved over 100% of sales / implementation / billing quota all 4 years. * Reviewed multiple customer networks for diversity/redundancy. Worked with customers and their vendors to correct many “single points of failure” where possible in each customers network. This action substantially reduced the impact for each customer during Hurricane Katrina when a majority of the communications infrastructure in the South Central United States was impaired. * Designated member of the Subject Matter Expert Team for Enhanced Voice Services (i.e. VoIP Communications, Intelligent Call Routing/Call Center systems, Voice Response systems, SONET, and VSAT.)

* Customer Advocate for specific large account customers on all areas of operations. This included design verifications, maintaining network diversity/redundancy, project planning, implementation, fault isolation/repair, disaster recovery planning, and conducting telecom training. * Performed weekly/monthly outage reviews for assigned customers. Analyzed data for chronic conditions or a where a process could have been improved. The result was a 10% reduction in the number of outages and an overall reduction in the Average MTTR to below 2 Hrs 30 Min for assigned customers.