professional summary skills jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom render service esteemed organization believes delivering high quality ethical work culture providing exciting challenging environment explore new dimensions knowledge base opportunities growth voice administration implementation cisco unified call manager unified messaging cisco routing switching budgeting pbx avaya 87xx cm 52 6x ess type connectivity project management user support avaya aura system manager session manager voip protocols like h323 h225 h245 rtp rtcp sip etc wireshark netflow analyzer ibm netcool work history voice network engineer finish line inc boulder co 042018 current managing major projects client base include system installations migrations legacy voip expansions decommissions performed duties mostly focused cucm standalone cluster migrations cisco unified call manager cucm administration installation troubleshooting support cisco unified call manager user moves adds changes cisco unity voicemail 50 setup configuration user accounts cisco unity express voicemail 71 administration user voicemail accounts analyzed tested network protocols ethernet tcpip using wireshark tool raise implement site dispatches hardware replacement breakfix standard changes faulty equipment incident troubleshooting amp issue resolutions worked assisted tickets via snow ticketing system monitored call manager icm call center systems unity voicemail ivr cvp daily global device health check ipt infrastructure created maintained cisco tac cases closure voip network issues monitored global support service desk tickets opened dealing voip troubles changes assisted implementation cisco ipt contact center cvp cucm unity ucce planned customer upgrade path projected cisco implementations new upgrades based cisco ipt design performed multiple implementations cucm including cups jabber multiple clients created arc console pull information call manager displays application supports arc verify dialplan call manager dialpeer routers configuration attendant consoles groups dial peers dial plans numbering plans restrictions moh cucm clustering quality service voice unity express voice gateways gatekeepers configuring dialplans hunt group cisco call managers srst amp h323 mgcp gateway configuration worked devices like avaya g430 450650 media gateways s8730 s8800 avaya media servers hands communication manager 521 6 call management server cms 163 voice call recording software nice integrated management 41 also worked voicemail systems avaya audix avaya modular messaging aura messaging respond zoom video conference trouble tickets providing resolution assist configuration deployment operation video conferencing infrastructure implementation ess metro locations migration h323 sip trunks phone firmware upgrades experience cisco switches routers physical cabling ip addressing wide area network configurations worked routers cisco 2620 cisco 3750 cisco 4500 switches wireless access points configuration management troubleshooting network devices routers switches firewalls servers etc troubleshoot tcpip problems troubleshoot connectivity issues unfied communications engineer nmr consulting huntsville al 062017 042018 part avaya center excellence team worked various avaya platforms including avaya definity g3 s8100 s8300 s8400 s8500 s8700 s8800 aura series pbx performed troubleshooting mac requests move adds change design call centers ds1 cutovers hardware replacement many others managing monitoring maintenance repair service mac activities pbx voice processing systems thru us latinamerican handling l2 escalations voice team avaya cisco platforms configuring managing voice protocols h323 mgcp sip sccp configuring route group route list route pattern css various services within cisco call manager established working relationship company vendors level 3 windstream verizon etc various isps clients internal services responsible l2 support uc products cucm cuc im p uccx vcs control vcs expressway expressway cisco telepresence webex video conferencing ip phones jabber working cisco technical assistance center tac resolve various obstacles handle customers request break fix issues technical consultation handling network data voip cisco avaya related problems working knowledge incident notifications change management process preparing documents implementation upgradation migration avaya adjuncts neowork engineer blend westlake village ca 092015 042017 working network engineer att noc team maintaining voip network 247 production environment troubleshooting issues reported customers like tracing calls checking trunk programming coordinating onsite tech change port cables addingremoving extensions swapping extensions adding removing voicemail box move voicemail box creating alias voicemail box change owners voicemail box coverage path coverage timer coverage answer group call pick group intercom group ec500 night bell answer call forwarding hunt groups vdn vector ip softphone ip hard phones voice recording etc perform telephone moves adds change mac work user raises service request tickets companys voice helpdesk portal close within sla perform switch programming within avaya communication manager call routing incoming outgoing calls pris using vector vdn automatic call distribution acd addingdeleting new voice mail boxes addingdeleting new extensionpolycom conference phones installing ds1 cards configuring e1 t1 sip trunks signaling groups configure sip trunks tie trunks developed manual test scripts test cases network setup system created test scripts converted manual test cases automated test scripts utilizing winrunner automated testing tool configuration attendant consoles groups dial peers dial plans numbering plans restrictions moh create voice mails new extensions maintain daily backup ensure uptime creating voice data network diagram using microsoft visio training users telephone instruments telephone features modular messaging voice mail systems troubleshooting various real time problems network level operating system level configuring vlan inter vlan routing setting vtp domain configuring vtp trunking per business units requirements working closely corporate network team complex issues related data voip creating documents voip phone usage cost effective way communication usage wireless network educating users proper usage network infrastructure handling activities avaya voip like upgrading port licenses ip soft phone licenses creating vrt tables voip network related issues etc neowork analyst clough harbour associates llp duluth ga 052011 052014 working network analyst adp noc team maintaining adp network infrastructure services 247 production environment data center operations implementing changes hardware issues replacements ios upgrades worked cisco lan switches routers troubleshooting issues escalating issues problems tier 2 3 per sla working cisco tac vendors like verizon att blue coat troubleshooting escalating provided service solutions maintained vpn ivpn mplsvpn networkbased services corporate customers broad band isdn support cisco gateway controllers trunk gateways sip proxy servers knowledge monitoring software including sitescope netcool spectrum cisco wlc monitoring avaya trunks hardware alarms troubleshooting avaya voice issues avaya aura messaging cisco customer voice portal cisco unified icm scripting configuration troubleshooting call flow issues checking vdns vectors ars aas route patterns working issues working vendors avaya verizon att trunk group hardware escalations working participating firmware upgrades hardware daily voice testing nice agents avaya genesys apps nuance call verification system virtual hold genesys issues checks reporting tier2 participating nice servers patching troubleshooting issue nice agents logger ics working nice tier2 3 higher escalations working genesys virtual hold issues escalating genesys tier 2 3 per issue handling wan circuit related issues cocoordinating service providers solving issues education master science computer information systems certifications st marys university san antonio tx bachelor science computer engineering jntu hyderabad cisco certified network associate ccna sip school certified associate ssca networking 4 vvoip certification ssvvp