UC Architect/Lead VOIP/UC Support Specialist Level V Remote Managed Services Division• Remotely manage and troubleshoot escalated cases for IP Telephony customers. Review existing VOIP implementations and suggest configuration changes and patch reviews to keep the systems operating at optimal levels. Assist customers with evaluating and implementing new features to increase system performance, improve productivity and minimize system downtime.• Collaboration skills include advanced configuration and troubleshooting of the following systems: Cisco Communications Manager versions 3.x, 4.x, 5.x, 6.x, 7.x, 8.x, 9.x, 10.x, 11.X, 12.X Unity 4.x, 5.x, Cisco Unity Connection 7.x,8.x,9.x,10.x, 11.X, 12.X UCCX 3.5, 4.x, 7.x, 8.x, 9.X, 11.X, 12.X Cisco Unified Presence, Jabber, Informacast, Tandberg Video units, Cistera Paging and recording servers, Meraki, Cisco MeetingPlace, WebEx, Cisco ATA’s, MGCP and H323 Gateways, SRST, SIP trunking and all Cisco SCCP and SIP phone models, IBM and HP MCS servers in addition to Virtualized environments.•Manage internal and customer facing collaboration systems including Cisco Webex Calling cloud solution and Metaswitch Hosted Voice solutions.

• Supervised and managed 3 different teams of 35 network engineers on a daily basis while providing training, technical support and escalation, shift scheduling, project management and performance reviews. I successfully ensured all team contractual SLA’s for timely and effective resolution and customer satisfaction were met or exceeded.• Served in regular rotation as Cisco TAC duty manager, providing responsibility and point of escalation for 10 technology teams (WAN, Routing Protocols, LAN Switching, IOS/Hardware, PIX/VPN Security, Access/Dial, Core, AVVID, Multi-services and NMS).• Served as project manager providing on site support for Solvay Polymer/Solvay Interox contract that consisted of installing and configuring a tiered Cisco Catalyst switch implementation in a medium-campus environment. Played key role in providing rapid and efficient cutover from legacy DEC/Cabletron environment to a Cisco gigabit ethernet solution. • Routing protocol skill set includes but is not limited to operational knowledge of the following technologies: OSPF, BGP, RIP, RIPv2, EIGRP, IGRP, DHCP, DNS, IRB, HSRP, NTP, NAT and Multicast Configuration. • Router hardware platforms include the Cisco 1600 through 7500. Configuration and troubleshooting of Frame-Relay, ISDN, HDLC, PPP, T1, T3, and 56k Wan links. Catalyst Switching platforms including the Catalyst 29XX, 35XX, 4000, 5000, 5500, 6000 and 6500 LAN switches. Configure and troubleshoot switching technologies including Spanning Tree Protocol, VLAN configuration, ISL and 802.1q trunking, VTP, 100BaseFX, Redundacy and Gigabit Ethernet.• AVVID skills include the implementation and troubleshooting of Cisco Call Manager and UNITY configuration. I am familiar with the installation and maintenance of all sizes of IP telephony networks. I am proficient with the installation and maintenance of the following AVVID devices: 7910, 7935, 7940, 7960, 7970 series IP phones, various gateways supporting MGCP and H323.

Field Engineer• Tested, troubleshot, and repaired numerous types of Client - Server systems. These included DEC VAX, Silicon Graphics, Hewlett Packard, Sun, Intergraph and IBM systems.• Repaired numerous types of associated peripherals to component level, including DLT and 8mm tape jukeboxes, Hewlett Packard ink-jet plotters, Versatec electrostatic plotters and printers and various types of monitors.• Tested and troubleshot numerous network technologies on site at customer premises.• Complied with a 4-hour respond and repair time on critical circuits and systems.

Computer Maintenance Technician/Supervisor• Installed and maintained over 200 types of computer and communications equipment including Cisco routers, Catalyst Switches, LAN/WAN hardware, CSU/DSU’s, fiber optic cabling, Motorola STU II and STU III secure telephone systems, Sciplex modem banks, telephone frame wiring, and technical control facility equipment.• Responsible for the maintenance and repair of the $5 million NATO NICS TARE computer system ensuring error-free messages and uninterrupted service to over 200 sites throughout seven countries. Detected and corrected hardware and software failures and performed preventive maintenance on mainframe system, syquest drives, thermal and impact printers, monitors, terminal workstations, and associated test equipment. Performed all system backups.• Supervised fifteen individuals in the organizational level maintenance of EC130H electronic warfare aircraft computer systems. Performed preflight, post-flight and supervisory inspections of electronic warfare and display equipment systems. Ensured the proper configuration of all onboard computer systems and associated software.