My current position as Voice Engineer is in the Global Network & Telecom team specializing in Cisco Unified Communications. Primary responsibilities would include new site deployments, support, implementations/upgrades and maintaining the UC infrastructure (Ver 7.0, 8.6, 10.5). I manage multiple Cisco Unified Communications Manager clusters that include: Unity Connection/UM, IM & Presence, Contact Center Express (ver 7.0, 8.5, 10.5 with CAD), Packaged Contact Center Enterprise 10.5 including Finesse, CVP, ICM, and CUIC. Experience with writing CCX & CCE ICM scripts, troubleshooting & deploying SIP CUBES and H.323 Gateways on Cisco 2900- / 3900- / 4400-series ISRs for SIP trunks or PRIs, Cisco UCS servers with VMware and I managing applications like Zoom CallRec & Vistapoint. In addition to voice, I also have experience with the Cisco TelePresence Video infrastructure that includes VCS-C, Expressway, Cisco TP + Tandberg Codecs, Polycom, and WebEx MC & CMR. I have been a part of multiple different UC upgrades and implementations to the voice infrastructure over the years, also been the primary telecom resource for multiple new site deployments that sometimes included travel. Over the past 2+ years I've been the sole resource that manages the Cisco voice infrastructure, primarily working on projects that provide a lot of exposure, hands-on experience and the company provides training courses to expand my telephony and networking knowledge even further.

Starting out in the call center as a Help Desk Technician, I was promoted to eSupport Technician after three months working all MAC (Moves Adds and Changes) orders, as well as, minor and some intermediate trouble tickets for VoIP phones/voicemails (CS2K, MCS and Broadsoft platforms), TDM phones/voicemails. I was then promoted in July of 2011 to the Technical Assistance Center (TAC) team, working trouble tickets for the same platforms, then 1 ½ months later, I was moved up to the Strategic Accounts TAC team. I troubleshoot tickets from minor issues all the way up to major outages. In almost 2 years I have been working hands-on in telecom, I have been able to familiarize myself with the programming and hardware of our products (primarily Nortel phones, Cisco and Polycom phones), the network, and services we provide.

Using my graphic design skills, I helped businesses completely redesign/create websites, company MySpace pages, promotional flyers, calendars, and much more advertising. Transforming a bland website into an eye-catching and informative site has allowed them to expand their company on the Internet.Apr 2005-Aug 2005DS Waters | Apple One EmploymentCustomer Service RepUsing a revised version of Oracle, I would access customer's accounts after answering each queue. Potential terminations were quickly resolved to assure customer satisfaction, as well as suggesting additional products and services to add on to the account. With the high call volume, I was also able to input data from the mail received to the call center and ensure each item was documented properly.

Inbound Call Center Apple One Employment Used a revised version of Oracle to access customer's accounts during callsAssist customers with any questions or concerns to rectify the situationPotential terminations were quickly resolved assuring the customer is completely satisfiedSuggested additional products or services for customers to add with their accountsEntering in the database the comments or payments received through the mail

The Longitude Group is a Technical Recruiting Firm who recruited primarily Engineers for wide range of positions within the IT field. My responsibilities with this firm were to post the openings using a very popular job search engine, as well as, search for potential candidates that qualified for the open positions. Daily tasks also included reviewing resumes that were submitted through the job posting, contact the top candidates for phone interviews and schedule face-to-face interviews for the client.

Arranged the inventory reports each morningContacted each vendor for information regarding orders madeRequested for pricing and availability on new partsCheck the refurbished part inventory to update the websiteAssisted in building the vendor login site