TEETO HER
[email protected]
(612) 214 0734
OBJECTIVE
Sr. Voice Network engineer with extensive experience and a proven track record of managing large, complex enterprise networks. Adept at interpreting business needs and working across different groups to develop best technical solutions. Routinely manage multiple projects while maintaining regular responsibilities. I possess excellent analytical, problem solving, and communication skills. I am always looking for a challenging and rewarding opportunity to grow my knowledge base and be able to utilize my skill sets to provide the most optimized and practical solutions as possible. Lastly, I am looking to expand my technical knowledge and look forward to challenging myself with new and emerging technologies.
SKILLS
• Cisco Unified Communications Manager & Express (CUCM/CUE)
• Cisco Unity Connection & Unity Express (CUC/CUE)
• Cisco Unified IM & Presence (CUPS)
• Cisco Unified Contact Center Express (UCCX)
• Cisco Unified Contact Center Enterprise (UCCE)
• Cisco Intelligent Contact Management (ICM)
• Cisco Customer Voice Portal (CVP)
• Cisco Unified Call Studio (CVP-Studio) Application Development
• Cisco Outbound Option (Outbound-Dialer)
• Cisco Finesse
• Cisco Jabber
• Cisco Unified Border Element (CUBE)
• Cisco Emergency Responder (CER)
• Cisco Voice Gateway configuration and troubleshooting (ISR G1/G2, various VGXXX analog gateways)
• Thorough knowledge of PSTN technologies (ISDN, T1, E1, FXO, FXS)
• H323, SIP, MGCP, SCCP
• Cisco Unified SIP Proxy (CUSP)
• Cisco Session Manager Edition (SME)
• Cisco Unified Intelligent Center (CUIC)
• ICM/CVP VXML Gateways (ISR G1/G2)
• Cisco Telepresence & devices (TMS, CMR, EX, DX, SX)
CERTIFICATIONS
• CCENT (Active – Cisco ID: CSCO12551972)
• CCNA Voice (Active – Cisco ID: CSCO12551972)
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• CCNP Voice (Active – Cisco ID: CSCO12551972)
• CCNP Collaboration (In progress)
EXPERIENCE
Aston Technologies Inc. | South San Francisco, CA
Program Director (CA010) September 2016 – Present
• Managed over 50+ field staff and internal staff in relation to project preparations, engineer staff recruitment and hiring, and client relations.
• Grew the California BU over 20%. Increased overall job satisfaction with field staff and increased moral with internal staff.
• Created new processes and procedures to streamline internal practices and field staff communications back to home base.
• Conducted field staff and internal reviews, disciplinary actions, and overall mentorship and guidance to improve staff acumen.
• Conducted joint meetings with clients to ensure customer satisfaction and provided recommendations on future staff augmentation opportunities.
• Spearheaded research and development into new emerging technologies (Voice Collaborations, ACI, SD-WAN, Cloud, Cyber Security).
• Provided business forecasting in regard to ramping up efforts to procuring field staff with experience in specific technological expertise customer base was looking for.
• Escalation point for business decisions and consultative input in multiple BU’s.
• Created technological roadmap to bring in-house new and emerging technologies for research and development purposes.
• Central figure in day to day operations in relation to the CA BU. I was responsible for not only the field staff and internal staff, but for the site overall.
• Implemented new recruitment processes to secure talent with correct technical prowess to fit client needs and wants.
• Lead technical presentations (Cisco Voice) to elevate field staff knowledge base along with coaching on consultative responsibilities and process improvements.
Aston Technologies Inc. | Saint Louis Park, MN
Senior Voice Engineer May 2011 – September 2016
• Performed upgrades and refreshes on CUCM versions 9x and 10x to 11.5.
• Administrated, upgraded, and maintained various Cisco Voice platform products (CUCM – 6x through 11.5x, CUC 7x through 11.5x, UCCX 8x through 11.x, UCCE 7.x through 10.5x)
• Provided design recommendations and implementation for Dial-Plan overhaul to E.164.
• Created a scripting standards document outlining the correct use of call types, variable mapping and general call flow requirements.
• Implemented CUSP as a hierarchical SIP Proxy for the enterprise.
• Implemented CVP VXML gateways on 3900 and 2900 series gateways.
• Performed ICM and CVP scripting utilizing CVP MicroApps and CVP Call Studio.
• Gathered business requirements, created Visio diagrams of call flows, and designed scripts in UCCX 9.x
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• Designed and implemented courtesy call back script in UCCX 10.x Tested VoIP settings, performed bug scrubs, voice traces and gateway debugs to determine voice routing issues.
• Planned and Upgraded from UCM 8.6 to 10.x in a parallel build with Unity Connection, on UCS C-Series servers.
• Documented and created Visio’s for customer Call Handlers, along with building the System Call Handlers and CTI Route points for both UC and UCCE purposes.
• Built admin script for hours of operations and holiday checks.
• Implemented all aspects of IPCC / UCCE components such as ICM, CVP, and IPIVR.
• Provided day-to-day escalation support.
• Documented Contact Center Call Flows with Visio for each business group call flow.
• Planned and recommended system architecture for VoIP, Unified Communications and Unified Messaging.
• Implemented Unity integration with CUCM via SIP, and Unified Messaging with Exchange.
• Attended crisis bridges and resolved issues in a timely manner.
• Built and implemented Cisco Finesse for UCCE agent client needs.
• Configured and implemented Cisco Outbound Dialer (SIP) for UCCE deployment.
• Configuration and deployed VM’s via VMWARE vCenter and vSphere client utilizing OVA templates for various software purposes.
• Provided knowledge transfers to junior level engineers, and designed documentation for end users usage.
• Deployed Cisco CUBE on ISR G2 3945e gateways for SIP Trunking purposes to ITSP in redundant fashion via HSRP.
• Implemented ICM 7.5 with CVP 7.x for Microapp based IVR treatment.
• Configured and implemented 2800 and 3800 CVP gateways as ingress and VXML gateways
• Worked with Telco and provisioning groups to plan and order PRIs, SIP Trunks and Data circuits per site requirements
• Migrated from Avaya G3 office sites to CUCM/CUC 8.x and CMS call centers to ICM with CVP
• Implemented 4 separate UCM 8.x clusters for office users and a separate cluster dedicated for agents
• Customized and configured voice applications, Extension Mobility, IPMA, and Attendant Console for users and customer’s individual needs.
• Migrated Unity Call Handlers to IPCC Express for higher density call volumes
• Troubleshot and implemented SIP, H323 and MGCP gateway connectivity to various platforms with cost and redundancy plans.
• Implemented PG’s for UCM, CVP and configured AW and Webview.
• Provided day to day operations support of escalated troubleshooting incidents, along with optimization of customer’s IPCC environment.
• Performed upgrade from CUCM 6.x/7.x to 8.x. and CUC 7.x to 8.x in parallel.
• Provided day to day operations and administration of customer’s UC environment.
• Configured and maintained ISR G2 voice gateways for PSTN purposes and implemented SRST for redundancy purposes.
• Performed P2V migration of customer’s UC environment. UCS C-Series servers were deployed.
• Configured Cisco VG224s, High density FXSFXO and ATA186s for analog devices
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• Provided administrative role in the implementations of new Cisco IP Telephony solution installations, move, add, and changes throughout the environment.
• Performed bulk updates for CUCM via BAT, along with manipulation of BAT templates from one version of CUCM to another.
• Configured hardware UCM media termination point (MTP), transcoders, and conference bridges on ISR G2 gateways.
• Migrated away from H323 gateways to SIP gateways as SIP was being utilized internally going forward.
• Converted CUC from SCCP integration to SIP integration
• Designed and configured System call handlers, Directory Handlers, Interview Handlers, Greeting admins, and creation of end user mailboxes for CUC.
• Implemented ICM 7.5 with CVP 7.x for Microapp based IVR treatment.
• Configured and implemented 2800 and 3800 CVP gateways as ingress and VXML gateways
• Worked with Telco and provisioning groups to plan and order PRIs, SIP Trunks and Data circuits per site requirements
• Migrated from Avaya G3 office sites to CUCM/CUC 8.x and CMS call centers to ICM with CVP
• Implemented 4 separate UCM 8.x clusters for office users and a separate cluster dedicated for agents
• Customized and configured voice applications, Extension Mobility, IPMA, and Attendant Console for users and customer’s individual needs.
• Migrated Unity Call Handlers to IPCC Express for higher density call volumes
• Troubleshot and implemented SIP, H323 and MGCP gateway connectivity to various platforms with cost and redundancy plans.
• Implemented PG’s for UCM, CVP and configured AW and Webview.
• Provided day to day operations support of escalated troubleshooting incidents, along with optimization of customer’s IPCC environment.
• Performed upgrade from CUCM 6.x/7.x to 8.x. and CUC 7.x to 8.x in parallel.
• Provided day to day operations and administration of customer’s UC environment.
• Configured and maintained ISR G2 voice gateways for PSTN purposes and implemented SRST for redundancy purposes.
• Performed P2V migration of customer’s UC environment. UCS C-Series servers were deployed.
• Configured Cisco VG224s, High density FXSFXO and ATA186s for analog devices
• Provided administrative role in the implementations of new Cisco IP Telephony solution installations, move, add, and changes throughout the environment.
• Performed bulk updates for CUCM via BAT, along with manipulation of BAT templates from one version of CUCM to another.
• Configured hardware UCM media termination point (MTP), transcoders, and conference bridges on ISR G2 gateways.
Cisco Advanced Services | Kansas City, MO
Network Consultant Engineer (UC Practice) August 2012 – September 2013
• Migrate old DC (MCS – CUCM 6x) Cluster to new DC Cluster (UCS – CUCM 8.6(2)SU2).
• Migrate old HQ Cluster (MCS – CUCM 6x) to new HQ Cluster (UCS – CUCM 8.6(2)SU2).
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• Built and configured Stores 5 Cluster (UCS – CUCM 9.1(1a)). Configured and helped implement new dial-plan for customer.
• Active role during conversion from legacy PBX’s to Cisco as part of the PBX Replacement Project.
• Built and maintained Unified Communications Deployment Tool (UCDT) UCDT Scripts that are being used by the TCS team and Canada team in configuring new sites to be added to the Stores 5 Cluster (UCS – CUCM 9.1(1a)), and Canada Cluster.
• Helped build and maintain UCDT Scripts for CUCM & CUC. The scripts auto configured site build out information (DP, CSS, PT, Users, Gateway info, Xlate patterns, etc. site mailboxes, MWI, and Direct Routing Rules).
• Built the Stores Network Implementation Plan (NIP) document that outlined configurations needed to stand up a new cluster from scratch. The document contains detailed steps from building the UCS VM’s, adding configuration to CallManager 9x, remediating BAT CSV/TAR files for import to new CUCM 9x cluster.
• Built the UCCX Network Implementation Plan (NIP) document that outlines the configurations needed to stand up a new UCCX Deployment for customer’s E911 needs.
• Helped configure on the UCS side with the UCS team new N1K uplink to the UCS Blades.
• Troubleshot various voice related TAC Cases that have plagued customer, with satisfactory results.
• Provided Knowledge transfer sessions on UCDT Scripting to the customer’s voice team in building and maintaining CUCM scripts.
• Helped build and configure the new Stores 1 UCS – CUCM 9.1(1a) Cluster that was used to migrate from the old Stores 1 MCS – CUCM 7x cluster.
• Provided best practices and configuration assistance in various Call Manager and voice IOS functionality and configuration.
• Set-up Unified Communication Audit Tool (UCAT) reporting for all of customer’s CUCM clusters. The detailed Call Manager reports provided health, configuration information, and guidance to ensure adherence to Cisco Best Practices.
• Built and configured Unity Connection AA (Auto attendant) scripts on UCDT, and on Unity Connection itself for customer’s RDG sites. This detailed converting their old voicemail system (Cisco CUE) to Unity Connection. Importing the users to Unity Connection and creating a replica of their CUE AA on Unity Connections 9.1(1a).
• Configured customer’s Cisco Nightbell application for overhead paging purposes.
• Used COBRAS to export users and voicemail messages from old Unity Connection and old CUE servers and imported all of the data into new Unity Connection 9.1(1a).
• Redesigned customer’s new Dial-plan from a 5-digit dial-plan with no room for growth to a 13 digit dial-plan that provided customer with room for considerable growth into the future.
• Assisted with build and configuration of SME (Session Manager) for centralized call routing for all of customer’s clusters.
• Built and configured CER for E911 access.
• Upgraded multiple ISR voice gateway IOS versions from 12.x to 15.x code to take advantage of new features and bug fixes.
• Created and showcased to customer a POC for Unified Messaging (Single Inbox)
• Assisted with and created documentation on migration of Unity Enterprise to CUC 8.x via COBRAS.
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• Stood up and installed various software platforms via UCS C and B Series deployments. This consisted of the creation of VM’s via OVA templates along with designing fault tolerant placement of said VM’s to spread the cluster amongst separate datacenters to ensure adequate failover recovery caused by outages.
References
• Available upon request