voice network engineer resume example with 8+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary

To render my service for an esteemed organization, which believes in delivering high quality ethical work culture, providing an exciting and challenging environment to explore new dimensions of my knowledge base and opportunities for growth in Voice Administration and Implementation.

  • Cisco Unified Call Manager and Unified Messaging
  • PBX – Avaya 87XX with CM 5.2 and 6.x with ESS type connectivity.
  • Avaya Aura System manager and Session Manager.
  • VOIP protocols like H.323; H.225; H.245; RTP; RTCP; SIP; etc
  • Voice Recording / Skype for Business Engineer
  • Wireshark, Netflow Analyzer, IBM Netcool.
  • Nice
  • Zoom
  • Cisco routing and switching
  • Budgeting
  • Project Management
  • User support
Work History
Voice Network Engineer, 04/2018 to Current
The Finish Line, Inc.Indianapolis, IN,
  • Managing major projects for the client base to include system installations, migrations from legacy to VoIP, expansions and decommissions.
  • Performed duties mostly focused on CUCM stand-alone to cluster migrations.
  • Cisco Unified Call Manager (CUCM) administration, installation, troubleshooting, and support.
  • Cisco Unified Call Manager user moves, adds, and changes.
  • Cisco Unity Voicemail 5.0 setup and configuration of user accounts.
  • Cisco Unity Express Voicemail 7.1 administration of user voicemail accounts.
  • Understanding of Skype and WebEx functions and account and provisioning
  • Provide support for complex issues and problems relating to and around VOIP and skype for business
  • Install Skype for Business. IP PBX & Cloud PBX with Office 365.
  • Install & upgrade all VCS and VCSe servers. Install Skype for Business Install DX80’s.
  • Analyzed and tested network protocols (Ethernet, TCP/IP) using Wireshark tool.
  • Raise and implement site dispatches for hardware replacement; break-fix and standard changes for faulty equipment, incident troubleshooting & issue resolutions.
  • Worked and assisted on tickets via SNOW ticketing system.
  • Monitored call manager, ICM Call Center systems, UNITY voicemail, IVR and CVP.
  • Daily global device health check of IPT infrastructure.
  • Created and maintained Cisco TAC cases until closure of VOIP network issues.
  • Monitored Global Support Service desk for tickets that were opened dealing with VOIP troubles or changes.
  • Assisted with implementation of Cisco IPT Contact Center, CVP, CUCM, Unity, and UCCE.
  • Planned with the customer the upgrade path for the projected Cisco implementations. All new upgrades were based on the Cisco IPT design.
  • Performed multiple implementations of CUCM including CUPS. Jabber for multiple clients.
  • Created ARC console which can pull information from the Call Manager and displays in the Application which supports ARC.
  • Verify dial-plan in Call manager and Dial-peer in Routers.
  • Configuration of Attendant consoles, groups, dial peers, Dial Plans, numbering plans, restrictions, MOH, CUCM Clustering, Quality of Service for Voice, Unity Express, Voice Gateways and Gatekeepers.
  • Configuring dial-plans, Hunt group on Cisco Call Managers, SRST & H323 / MGCP gateway configuration.
  • Worked on devices like Avaya G430, 450,650 Media Gateways and S8730, S8800 Avaya Media servers with hands on Communication Manager 5.2.1 & 6. Call management server CMS 16.3, Voice call recording software Nice Integrated Management 4.1. Also, worked on Voicemail systems such as Avaya Audix, Avaya Modular Messaging and Aura Messaging.
  • Respond to all Zoom video conference trouble tickets by providing resolution.
  • Assist with configuration, deployment and operation of video conferencing infrastructure.
  • Implementation of ESS between metro locations.
  • Migration of H.323 to SIP trunks.
  • Phone firmware upgrades
  • Experience in Cisco switches and routers: Physical cabling, IP addressing, Wide Area Network configurations.
  • Worked on Routers Cisco 2620, Cisco 3750, and Cisco 4500 Switches & wireless access points.
  • Configuration, Management, Troubleshooting of Network devices (Routers, Switches, Firewalls, Servers, etc.).
  • Troubleshoot TCP/IP problems; troubleshoot connectivity issues.
Unified Communications Engineer, 06/2017 to 04/2018
DattoNew York, NY,

• As part of the Avaya Center of Excellence team I worked on various Avaya Platforms including Avaya Definity, G3, S8100, S8300, S8400, S8500, S8700 and S8800 (AURA) series PBX. I performed troubleshooting, MAC requests (Move, adds and change) design of Call Centers, Ds1 cutovers, hardware replacement and many others.

• Managing the monitoring, maintenance, repair, service and MAC activities for PBX and voice processing systems thru out the US and Latin-American.
• Handling L2 escalations of Voice Team on Avaya and Cisco Platforms.

• Configuring and Managing Voice Protocols: H.323, MGCP, SIP, and SCCP.

• Configuring Route Group, Route List, Route Pattern, CSS and various services within Cisco Call Manager.

• Established working relationship with all company vendors, Level 3, Windstream, Verizon etc., and various other ISP’s and client’s internal IT Services.

• Responsible for L2 support for the UC products such as CUCM, CUC, IM & P, UCCX, VCS Control, VCS Expressway, Expressway, Cisco TelePresence, WebEx, Video Conferencing, IP Phones, Jabber.

• Working with Cisco Technical Assistance Center (TAC) to resolve various obstacles.
• Handle the customer’s request for the break fix issues and technical consultation.

• Handling Network (Data & VOIP) (Cisco & Avaya) related problems
• Working knowledge of Incident notifications, change management process.
• Preparing Documents for Implementation; upgradation & Migration of Avaya and Adjuncts.

Network Engineer, 09/2015 to 04/2017
Zayo GroupPhoenix, AZ,

• Working as a Network Engineer in the AT&T NOC Team, Maintaining the VoIP Network in 24/7 production environment, troubleshooting issues reported by customers like tracing the calls, checking trunk programming, coordinating with onsite tech to change port, cables, Adding/Removing of extensions, Swapping of extensions, Adding/ Removing of Voicemail box, Move Voicemail box, Creating alias on voicemail box, Change owners for voicemail box, Coverage Path, Coverage Timer, Coverage Answer Group, Call Pick up 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, and change (MAC) work when user raises the service request tickets on the company’s voice helpdesk portal and close them within SLA.
• Perform switch programming within Avaya Communication Manager for Call Routing of incoming and outgoing calls on the PRI’s using Vector, VDN and Automatic Call Distribution (ACD), adding/deleting new voice mail boxes, adding/deleting new Extension/Polycom Conference Phones.
• Installing DS1 Cards and configuring E1, T1, SIP Trunks & Signaling groups
• Configure SIP trunks and tie trunks.
• Developed Manual Test Scripts and Test Cases for the network setup for system
• Created test scripts and converted manual test cases to automated test scripts utilizing the WinRunner Automated Testing Tool.
• Configuration of Attendant consoles, groups, dial peers, Dial Plans, numbering plans, restrictions, MOH,
• Create Voice mails for new extensions, maintain its daily backup and ensure uptime.
• Creating Voice and Data network diagram using Microsoft Visio.
• Training users on telephone instruments, telephone features and the Modular Messaging voice mail systems.
• Troubleshooting various Real time problems at Network level & Operating System level.
• Configuring VLAN, Inter VLAN Routing & setting up VTP domain and configuring VTP Trunking as per Business Units requirements.

• Working closely with Corporate Network Team for complex issues related to Data & VOIP.
• Creating Documents on VOIP Phone Usage, Cost effective way of Communication, Usage of Wireless Network and educating users on the proper usage of Network Infrastructure.
• Handling other activities on Avaya VOIP like upgrading Port licenses, IP Soft Phone licenses, creating VRT tables, VOIP Network related issues etc.

Network Analyst, 05/2011 to 05/2014
City Of Carson City, NvCarson City, NV,

• Working as Network Analyst in the ADP NOC Team, Maintaining the ADP Network Infrastructure & Services in 24/7 production environment and Data Center Operations.
• Implementing the changes, Hardware issues and Replacements, IOS upgrades, worked on the Cisco LAN Switches, Routers and Troubleshooting the issues.

• Escalating the issues and problems to the Tier 2 & 3 as per the SLA. Working with the Cisco TAC, Vendors like Verizon, AT&T, Blue Coat, Troubleshooting and escalating.

• Provided service solutions and maintained VPN, IVPN, MPLS-VPN Network-based services of corporate customers on Broad Band, LL, and ISDN
• Support of Cisco Gateway Controllers, Trunk gateways, and SIP Proxy Servers.
• Knowledge of monitoring software including Sitescope, NetCool, Spectrum, Cisco WLC.
• Monitoring Avaya trunks, Hardware Alarms, Troubleshooting the Avaya Voice issues and Avaya Aura Messaging. Cisco Customer Voice Portal and Cisco Unified ICM scripting and configuration
• Troubleshooting the call flow issues, checking the VDN’s, Vectors, ARS, AAS, Route patterns and working on the issues.
• Working with vendors Avaya, Verizon, AT&T for trunk group and Hardware escalations.
• Working and participating in the firmware upgrades of Hardware.
• Daily voice testing of NICE agents, Avaya, Genesys Apps Nuance call verification system virtual hold.
• Genesys issues checks, Reporting to Tier2 and participating in NICE Servers patching.
• Troubleshooting the issue of NICE Agents, Logger, IC’s and working with NICE Tier2 & 3 for higher Escalations.
• Working on Genesys, virtual hold issues and escalating Genesys and Tier 2 & 3 as per the issue
• Handling WAN circuit related issues and co-coordinating with Service Providers for solving the issues.

Master of Science: Computer Information Systems, Expected in
St. Mary's University - San Antonio, TX
Bachelor of Science: Computer Engineering, Expected in
JNTU - Hyderabad,

Cisco Certified Network Associate (CCNA)

SIP School Certified Associate – SSCA

Networking 4 VVOIP certification - SSVVP

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Resume Overview

School Attended

  • St. Mary's University
  • JNTU

Job Titles Held:

  • Voice Network Engineer
  • Unified Communications Engineer
  • Network Engineer
  • Network Analyst


  • Master of Science
  • Bachelor of Science

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