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Voice Engineer Client
7 years experience
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Close to 6 years of experience in enterprise voice architecture, IT infrastructure and IT support.

Voice Engineer Client
Information Technology
Sep 2019 - present
New Albany, OH
  • Maintain and support large voice infrastructure for 1000+ ANF, Hollister and ANF Kids stores across the globe on three large multi-node clusters running on CUCM 10.x, CUC 10.x, IMP 10.x.
  • Responsible for setting up new stores in US. Order eSIP branches and analog lines. Configure store phones in CUCM and CUC.
  • Responsible for setting up new stores in Canada, Puerto Rico, EMEA and APAC. Setting up voice gateways for local analog and ISDN lines and configuring phones in CUCM and CUC.
  • Migrated more than 500+ of current sites running on CME to CUCM by porting the analog lines to SIP trunk in US and converting the CME router act as voice gateway for PSTN calls in Canada, Puerto Rico, EMEA and APAC.
  • Setting up H323 gateway for ISDN line and SIP Trunks for analog lines.
  • Document procedures for Tier 1 and Tier 2 support group to efficiently resolve telephony issues.
  • Troubleshooting Tier 3 enterprise collaboration voice tickets and escalations done by escalation managers.
  • Migrated CUAC Advanced from windows 2008 to 2016 server and set up configuration for operators to efficiently handle calls.
  • Migrated TMS servers from windows 2008 to 2016 and set up database replication for end point registration.
  • Deployed cisco 7962's and 7965's handsets across HO replacing the existing 7960's to support LLDP for Juniper network environment.
  • Scheduled server restarts, service upgrades to tackle issues and manage certificates.
  • Worked with Data Remote in successfully deploying 50+ initial sites for LTE connection as back up data and provide analog emergency line through ATT.
  • Monitored all clusters and resolved RTMT alerts for all nodes.
  • SRST setup for both SIP and SCCP devices for fallback in times of WAN failures. Role: Technical Voice Specialist Client: MPIPHP
  • Studio City, CA
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Information Technology
Jun 2020 - present
PBX phone system in use at the time of requirement gathering as a point of reference for building AS-IS and determined To-Be.
  • Worked on providing collaborative input for various enterprise decisions such as Dial Plan, Extension Mobility, Expressway, Implementation of Cisco Jabber segregating Jabber from accessing information from Data servers, Jabber on VDI, CIPC on VDI.
  • Configured UCS-3 220 M4 (Small TRC) and UCS-2 240 M5 (Medium TRC).
  • Assisted SIP provider in converting PRI service in HQ to SIP service and Analogue lines to SIP in satellite office and setting up new SIP service in Las Vegas.
  • Setup ESXi and CIMC for virtualization and management.
  • Install and configure CUCM 11.5.1 (Publisher and Subscriber), CUC 11.5.1 (Publisher and Subscriber), IM&P 11.5.1 (Publisher and Subscriber), CER 11.5.4 (Publisher and Subscriber), PCP 12.6, PCD 12.5.1, UCCX 11.6, CUIC 11.6.
  • Configure and troubleshoot Cisco IP phones 8832 (Conference Phones), 8841 (IP Phones), 8865 (IP Phones with Video Capability).
  • Configured CUBE for NY and SC offices with translation rules, translation pattern and dial peers.
  • Worked closely with the QoS engineer in the determining the Network set-up in all three sites and ensuring QoS is marked for voice traffic, Video traffic, Signaling and Other to match the traffic marking from the providers for all three sites for both WAN and LAN.
  • Worked with call-center in determining UCCX requirements.
  • Creating Call flows, updating DCW including Agent Summary, Supervisor Summary, Holiday list, CSQ's, Prompts, Teams, Skills, Reason Codes, Call Variable layout, Post call survey.
  • Configure VG204 for Physical Fax Machines and Overhead paging system.
  • Worked with Calabrio vendor for setting up AQM (Audio Recording, Screen Capture and Quality Management) and WFM (Workforce Management).
  • Designed a DR solution with high availability and fully redundant collaboration solution.
  • Gathered reporting requirements from call-center and worked closely with app developer in setting up reporting with CUIC custom reports with Standalone CUIC premium installed on the one of the UCS servers.
  • Worked with 2Ring in setting up customizable wallboards. Role: Voice Consultant Client: A+E Networks
  • New York
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Oct 2018 - Mar 2019
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VoIP Engineer Client
Information Technology
Feb 2018 - Sep 2018
VoIP Engineer Client World Bank- D.C.
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Process Associate Client
Dec 2014 - Jul 2015
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