16005 Loneoak View Dr. · Lithia, FL 33547
(718) 753-1419 · mike@paradisenetworks.com
Senior Unified
Communications Engineer | Senior Network Engineer
A
results-driven IT professional with 17+
years of progressive experience in diverse telecom, IP network
routing/switching, Voice over IP (VoIP) and technical project management arenas
with proven success and creativity.
In-depth expertise in the planning, implementation, analysis,
optimization, troubleshooting and documentation of LAN/WAN, and Voice over IP
networks. Proficient in Cisco Unified
Communications Manager (CUCM) and Cisco Unified Contact Center
Enterprise/Express (UCCE/UCCX) implementation, administration and support, dynamic
routing protocols, network connectivity infrastructure, hardware replacement, IOS/firmware
upgrades, and customer support. Track
record for diagnosing complex problems and consistently delivering effective
solutions. Strong “hands on” technical
knowledge with former CCNP Cisco
certification. Proven ability to
lead and motivate project teams to ensure success. Exceptional communication, interpersonal,
intuitive, administrative, organizational, problem solving and leadership
skills. Energetic and self-motivated team player/builder. Effective in work situations requiring an
ability to manage multiple and concurrent responsibilities.
Networking Expertise
Certifications: Former Cisco Certified Network Professional (CCNP)
Hardware: Cisco Routers / Switches
(All Platforms), Cisco Voice Gateways (CMM, 6608, VG, 3845), Cisco MCS/HP
Servers, Cisco IP Phones, Octel Definity G3R Voicemail, Verint Voice Recorders,
IPC/BT Trader Voice Turrets, Adtran/RAD CSU/DSU, Cascade 9000 Frame-Relay
Switches, T-berd/Fluke Test Equipment.
Networking: Voice
over IP (VOIP), MGCP, H.323, SCCP, SIP, OSPF, BGP, EIGRP, RIPv2, HSRP, CEF,
VTP, VLAN, Spanning Tree, TCP/IP, Gigabit Ethernet (GigE), Frame Relay, ISDN,
Packet over SONET (POS), T1, T3/DS3, OC3/12/48, VPN, DNS, DHCP, SNMP, SMTP.
Software: Cisco
Unified Communications Manager (CallManager), Cisco Unified Contact Center
Enterprise/Express (IPCC), Cisco IP IVR, Cisco Unity, Cisco Conference
Connection/MeetingPlace, Cisco Bulk Administration Tool (BAT), IP Communicator
Softphone, IOS Upgrades, TFTP, Telnet, Sniffer Pro/Ethereal/WireShark, MRTG, HP
OpenView, Netcool, Remedy, SharePoint.
LaGuardia Community College – Long Island City, NY
Working
towards A.A.S., Telecom
Program, 56
Credits · GPA: 3.64
Employment
History
·
Travel
to government sites nationwide to perform site survey of current PBX and
network infrastructure. Ensure each site
is ready for convergence. Document
existing PBX equipment and functionality.
·
Create
and deliver critical design documentation based on site survey findings: Bill
of Materials (BOM), site survey report, technical design documents, site
hardware installation plans, and site acceptance test plan.
·
Meet with
customer on a weekly basis to review all documentation for
accuracy/understanding and ensure implementation timelines are met.
·
Perform
on-site management of IPT solution deployment including management of cable
vendor for phone deployment and required cable runs. Deploy router/VG hardware and
configuration.
·
Work
with the LEC to ensure phone numbers are ported to the new IPT PBX. Complete test plan to ensure new IPT system
is functioning as required.
·
Provide
on-site day 2 problem resolution support and root-cause analysis of incidents
or problems related to the deployment.
·
Develop
site survey documentation and manage/implement site migrations from legacy
voice systems to IP telephony solutions.
·
Create
and deliver critical documentation based on site survey findings: Bill of
Materials (BOM), dial plan, technical design documents, service installation
plans, site hardware installation plans, site acceptance test plan, system
review and maintenance plans.
·
Meet with
customer on a regular basis to review all documentation for accuracy/understanding
and ensure implementation timelines are met.
·
Prepare
and execute IPT core and site transformation implementation plans.
·
Provide
expert-level troubleshooting and configuration for multiple technologies
associated with Cisco Unified Communication products and services such as Cisco
Unified Communications Manager 8.x.
·
Support
resolution and root cause analysis of incidents or problems escalated from the
Network Operations Center.
·
Administer and
support all aspects of a 14 cluster, global Cisco Unified Communications Manager
Voice over IP network supporting 22,000+ IP phone users worldwide.
·
Build new Cisco
Unified Communication Manager clusters and ensure configuration conforms to
best practices as well as add new Communication Manager subscribers to existing
clusters.
·
Upgrade Cisco
Unified Communication Manager servers to new software versions, upgrade Cisco
IP Phone firmware, and upgrade Cisco Voice Gateway IOS.
·
Troubleshoot
complex voice routing issues between Cisco IPT, Avaya PBX’s, IPC/BT Trader
Voice Turrets and local carriers.
·
Deploy,
administer, and support Voice Gateways on Cisco hardware such as 6608 modules,
Cisco Communication Media Modules (CMM), 38xx and 28xx series gateway routers.
·
Administer and
support all aspects of 500 agent Cisco Unified Contact Center Enterprise (IPCC)
environment, including provisioning new agents, designing and scripting phone
menus, options, queues, and skill based routing.
·
Plan and convert
Mexico City office from Nortel PBX to Cisco IPT phones, including the configuration
and deployment of local Voice Gateways, creation of dial-peers and dial plan,
and the cut-over to new local voice circuits.
·
Plan and migrate 75+
PRI’s from 6608 modules to Cisco Communication Media Modules (CMM) in order to
gain greater gateway density per slot on Cisco Catalyst 65xx series switches.
·
Monitor overall
performance of the voice network by proactively evaluating PRI usage, Voice Gateway
and CallManager logs.
·
Create and
document provisioning, support, and deprovisioning procedures for new and
existing voice products.
·
Daily support of
all local voice products, including Octel Voicemail, IPC/BT Trader Voice
Turrets, Avaya PBX, Cisco MeetingPlace, and Verint Voice Recorders.
·
Meet with
hardware vendors on a weekly basis to discuss and review hardware and software
related issues, such as hardware failures and software bugs.
·
Train new team
members both locally and abroad on procedures and voice related technologies.
·
Order, install,
and test PRI’s from various carriers such as Verizon, AT&T and Sprint.
·
Deployed,
administered, upgraded and supported all aspects of a Cisco CallManager Voice
over IP network supporting 400+ users in five locations, including a 40 agent
helpdesk utilizing Cisco IP Contact Center (IPCC), Cisco 796x IP phones, Cisco
Unity, Cisco Conference Connection and Cisco Voice Gateways.
·
Designed, deployed
and supported network infrastructure upgrades to support the Voice over IP
network on Cisco hardware such as the Catalyst 3550 with in-line power and
Catalyst 6509 with MSFC’s.
·
Designed and
scripted phone menus, options, queues, skill based routing and priority client
routing for IPCC Express platform using Cisco Customer Response Application
Editor (CRA Editor).
·
Converted and
integrated former IPCC Enterprise call center platform into NASDAQ’s IPCC Express
platform in order to simplify setup and save on hardware support costs.
·
Planed and
migrated 100 users to NASDAQ VoIP infrastructure in order to consolidate and
decommission old hardware.
· Directed
the configuration, installation and support of 150+ customer connections into NASDAQ,
including third party connectivity via carriers such as SAVVIS, Radianz, TNS,
and IXNet in order to facilitate the stock order display and matching service
to broker-dealers and institutional trading customers.
· Monitored
overall performance of the network by proactively evaluating bandwidth usage,
router logs, and IP Phone logs, as well as secure the network via the
implementation and maintenance of network access lists and TACACS servers.
· Worked
closely with Telco providers to ensure the timely resolution of network and customer
connectivity issues utilizing protocol analyzer tools such as Sniffer Pro and
Ethereal.
· Designed and deployed network infrastructure for
Fortune 1000 customers including Toys “R” Us, New York Times Digital,
Nickelodeon Online and MTV. Supervised
four network engineers.
· Collaborated
with clients to assess needs and recommend network designs. Monitored backbone network operability
including 550+ Cisco routers and switches in support of 2,000+ customers.
· Diagnosed
a variety of advanced-level and complex backbone routing and switching issues,
including ISIS, OSPF, BGP, CEF, MPLS, and Spanning Tree issues as well as
customer-specific connectivity issues.
·
Replaced router
and/or switch hardware when necessary; upgraded router and/or switch software
when necessary.
· Configured
new customers on Cisco 12000 series routers and 6500 catalyst switches,
including trunks, VLAN’s, and VTP domains.
· Instituted
network change management policies, assessed catastrophic failures, developed
contingency plans, and recruited/trained operations and support staff. Controlled job descriptions and staffing
levels.
·
Met with hardware
vendors on a weekly basis to discuss and review network hardware and software
related issues, such as hardware failures and software bugs.
·
Trained all
technical staff in London, UK and assisted with the grand opening of a European
data center.
· Liaised
with enterprise customers to address network needs and concerns. Designed, deployed and supported routing and
switching topologies, and configured new customers on Cisco routers and
switches.
· Diagnosed
advanced and complex routing issues, backbone connectivity problems and
customer connectivity integrity that included 550+ Cisco routers and switches.
· Installed,
configured, upgraded, replaced and maintained network hardware including PIX
firewalls. Worked with vendors to
resolve hardware/software issues, and logged and tracked trouble tickets.
·
Installed,
configured and maintained Microsoft 2000 LAN including Active Directory, DHCP,
DNS and MS Exchange Server.
· Tested
and fine-tuned 56K to T1 circuits using a T-Berd 224 test set. Tested, configured and installed Cisco
routers and Catalyst switches, CSU/DSUs, Cascade Frame-Relay switches and
monitoring tools.
· Diagnosed
and resolved customer collocation equipment, setup e-mail accounts using Send
Mail, migrated and maintained DNS, and logged/tracked customer issues using a
Remedy trouble ticketing system.
· Routed
and connected Category 3/5, fiber optic and coax cabling. Wired and maintained cross-connects on a DSX
panel, and monitored nationwide network integrity using monitoring tools.