Senior Telecommunications Administrator

• Aug 2019 - Present

Senior Telecommunications Technician

• Nov 2018 - Present

Voice Operations Tier II

• Nov 2015 - Present

• Provide senior level Unified Communications support for our clients and our support division.• Engage in troubleshooting the following environments on a regular basis: • Session Initiation Protocol (SIP) trunking between Cisco Unified Call Manager and Cisco Unified Border Element (CUBE) on service provider level Aggregation Services Routers (ASR). • Enterprise level Cisco Unified Border Element (CUBE) on Integrated Services Routers (ISR). • Cisco Unified Communications Manager IM & Presence: Cisco Jabber. • OpenLDAP and Cisco Unified Communication Synchronization. • Cisco Unified Communications Manager Command Line Interface (CLI) diagnostics. • Real-Time Monitoring Tool (RTMT): Alert Monitoring; Performance Monitoring; CUCM Trace Lookup • Cisco Unified Communications Operating System Administration: Installing firmware and Cisco Options Package (COP) files.• Contribute to a rapidly growing knowledge base of known issues with the overall Cisco Unified Communications platform.• Collaborate with an advanced team of infrastructure engineers to drive our support operations forward.

Client Engineer I

• Dec 2014 - Present

• Provided Tier I Unified Communications support for several clients.• Dedicated to providing Cisco Unified Call Manager and Cisco Unity Connection support for a large customer supporting over 100 of their locations.• Assisted dedicated client in migrating multiple newly acquired locations to our fully managed Cisco Unified Communications platform.• Contributed to designing custom call flow for Cisco Unity Connection.• Participated in growing the companies Tier I support knowledge base in order to continuously improve support operations.

Instructional Assistant

• Nov 2012 - Nov 2014

• Assisted multiple certified elementary school teachers simultaneously.• Actively participated in the instruction of students in both a behavioral and instructional capacity.• Created and reproduced learning materials and coordinated activities in and out of the classroom.• Served as a technology adviser to the teachers and staff regarding the use and implementation of technology in a way that will enhance the learning experience of students.• Temporarily worked with children that have a wide variety of physical and cognitive disabilities in a previous role within the same company.• Mastered a functional amount of American Sign Language (ASL) in order to assist non-verbal students to performing daily living activities and classroom assignments.

Sales Representative

• Jun 2011 - Nov 2012

• Sold pre-packaged web design services to international, national, and domestic clients.• Provided sales training/support services and maintained an ongoing leadership role.• Resolved occasional delivery of service issues between client and product delivery team. • Sold pre-packaged web design services to international, national, and domestic clients.• Provided sales training/support services and maintained an ongoing leadership role.• Resolved occasional delivery of service issues between client and product delivery team.

Retail Clerk

• Jun 2007 - Jun 2011

• Performed retail management duties, which included processing daily reports, conducting inventory audits, and cash accountability tasks. • Performed retail management duties, which included processing daily reports, conducting inventory audits, and cash accountability tasks.

Internship

• May 2006 - Jul 2006

• Processed mail and coordinated files for the University of Louisville's Micro/Nano Technology facility.• Administered the old facility website and performed basic web design and development services.• Interfaced electronic microscope equipment with PCs in order to sample data into a database.• Developed a custom PHP script that allowed users to remotely control a small power supply in the fabrication lab. • Processed mail and coordinated files for the University of Louisville's Micro/Nano Technology facility.• Administered the old facility website and performed basic web design and development services.• Interfaced electronic microscope equipment with PCs in order to sample data into a database.• Developed a custom PHP script that allowed users to remotely control a small power supply in the fabrication lab.

Internship

• May 2004 - Jul 2004

• Analyzed large data sheets containing possible network vulnerabilities.• Assisted in performing a database backup of the university’s ULINK and Blackboard installation.• Provided call center services to faculty and student. • Analyzed large data sheets containing possible network vulnerabilities.• Assisted in performing a database backup of the university’s ULINK and Blackboard installation.• Provided call center services to faculty and student.