Engineer

Posted on: 2006-11-26

QUALIFICATIONS Over 15 years of telephone and telecommunications support background. Career built in providing services to major organizations. Extensive relevant certifications. Cisco CCNA Record of progression to positions of wide-ranging responsibility and authority. Expertise in large-scale facility operations. Adept in telephone, voice mail, systems upgrades, changes and troubleshooting. Efficient employee and role model. Extensive and successful record in providing service in high volume environments. Knowledgeable in maintenance, problem identification and resolution implementation. Skilled in working directly with users and resolving issues in a successful manner. Exceptional capacity to develop relationships with a diverse target population. Demonstrated customer service and interfacing capabilities. PROFESSIONAL EXPERIENCE _ STS International Inc., Herndon, VA Engineer Americas East AVVID Tier 2 Operations 1998 - 2006 _ Recruited to serve as on-site engineer for Cisco Systems location. _ Effect all telephone issues including additions, changes, moves and problem resolution. _ Provide support for all Cisco eastern offices including additions, changes and trouble shooting for AVVID VOIP and Unity Voice Mail System. _ Point of Contact for all post install/upgrade issues for the Herndon Campus for Call Manager and Unity. Resolve or escalate such issues. _ Work with Project Managers to facilitate the voice portion of all internal site moves. _ Moniter and keep up to date on all cases assigned on a daily basis. Update client as needed. _ Escalate voice issues as needed if unable to resolve in a timely fashion. Work with Escalation points to understand ongoing issues and expand personal knowledge. _ Investigate with other Cisco contacts for ongoing known issues. _ Work with GTRC to ensure timely and correct completion of all cases. _ Create open relationships with all onsite Cisco Teams to assist them in identifying voice issues affecting day to day business. Resolve issues as quickly as possible.Provide direction to new hire employees for Voice mail access and setup as needed. Enterprise Integration Corporation, Crystal City, VA Operations Staff 1997 - 1998 _ Selected to provide telecommunications administration to United Missile Defense Company utilizing Siemens Rolm HICOM 300E CBX phone system/email. _ Administered all moves, changes, additions and upgrades. _ Successfully maintained DID number/phone equipment inventory. _ Oversaw monitoring of all corporate cell phones and numbers. HCI Technologies Inc., Reston, VA PBX Systems Administrator 1992 - 1997 _ Hired to oversee AT&T System 85 G1/G2, System 75, Definity G1/3, Siemens Saturn EPABX, AUDIX Voice Mail, Rolm, Cortelco and Microlog Voice Mail Systems. Performed all changes, additions and moves while coordinating upgrades and repairs. EARLIER BACKGROUND Previous experience includes: Technician, Volt Technical Services (MCI), Reston, VA; PBX System Administrator, First American Data Services, Operations Staff, Washington Federal Savings Bank, Herndon, VA. EDUCATION BA in History, Roanoke College, Salem VA Northern Virginia Community College, Sterling, VA Principles of Data Processing, Microcomputers Introduction to Telecommunications Introduction to Cisco Routers Cisco IP Telephony (CIPT), with Call Manager 3.0 Interconnecting Cisco Network Devices Cisco CCNA BootcampCisco Call Manager Bootcamp MCS/ICS AT&T Voice Messaging System Administration AT&T Definity Communications System G3 Administration 3B Call Management with VectoringManaging CSM System 85 Switch Administration with SMTSystem 75/85 Data Applications System 75 Administration Siemens Rolm HICOM 300E CBX Rolm Voice mail CERTIFICATIONS Cisco Certified Network Associate, CCNA