Elliot Beck
Senior Voice Engineer at ABA Search & Staffing- Claim this Profile
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Topline Score
Bio
Credentials
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MCITP (Exchange 2013)
MicrosoftJan, 2013- Nov, 2024 -
MCITP (Lync Server 2013)
MicrosoftDec, 2012- Nov, 2024 -
MCTS (Windows Server 2012)
MicrosoftNov, 2012- Nov, 2024 -
CCIE (written)
CiscoSep, 2011- Nov, 2024 -
CCDP
CiscoJun, 2011- Nov, 2024 -
CCVP
CiscoJan, 2008- Nov, 2024
Experience
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ABA Search & Staffing
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United States
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Staffing and Recruiting
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1 - 100 Employee
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Senior Voice Engineer
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Mar 2014 - Present
• Worked with various business groups to document call flows and performed extensive ICM and CVP scripting. • Customized CTIOS client with ECC and PV layouts based on call flow requirements. • Setup gateways to work as Voice Gateway and VXML Gateway for CVP. • Performed extensive CVP microapp based and CVP Studio scripting. • Installed and configured all ICM components such as Routers, Loggers, PGs, HDS, AW, CUIC, MRPG, Dialer and CTIOS. • Implemented ICM admin and routing scripts. • Implemented web services with CVP Studio for database lookups with load balanced redundant VIPs. • Part of application consulting team responsible for designing call flows as per business requirements. • Investigating UCCE issues by pulling logs from the UCCE servers via dump log to check for any errors. • Troubleshot ICM and CVP problems of all kinds. • Responsible for supporting Cisco UCCE which included ICM, Cisco Unified • Communications Manager, IPIVR, and Cisco Voice Portal. • Administered all Cisco UC and UCCE operational bug updates and upgrades. Includes daily scripting of ICM and IVR for business. • Telepresence: Configured VCS for h323 and SIP transversal calls. • Telepresence: Deployed VCS-Expressway for firewall transversal. • Telpresence: Deployed VCS-C for endpoint regristration ando call control. • Planned and tested enhancements and upgrades to VoIP systems. • Upgraded 8.6 environment to 9.x environments with a parallel build and conversion via EDMT. • Performed upgrade from ICM 8.5 to ICM 10.x in a green field build. Configured all aspects of Call Manager 8.6 and 9.x. • Migrated from Nortel PBXs to Cisco Call Manager with voice gateways and IP phones. • Configured and troubleshot PRI circuits and SIP trunks terminating on H323, MGCP and SIP Gateways. Show less
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Woodbridge & Associates
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Computer Networking Products
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1 - 100 Employee
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Senior Voice Engineer
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Sep 2013 - Mar 2014
• Built and maintained ICM and CVP applications. • Performed ICM and CVP scripting for various business units. • Integrated ICM and CVP scripts to both web services and SQL databases. • Performed extensive ICM and IPIVR scripting based on business call flow diagrams. • Performed basic system administration including: Moves, Adds, Changes, Deletions, and monitoring of systems. • Updated all CAD and CTI desktops to new version and conducted UAT to validate full functionality. • Was involved in large scale cluster clean up opening up licenses for new agents due to a large company buyout by removing any reps that left the company freeing up DNs and phones for the new agents. Implemented international call restrictions to reduce toll fraud. Show less
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Orion Talent
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United States
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Staffing and Recruiting
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300 - 400 Employee
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Senior Voice Engineer
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Dec 2011 - Aug 2013
• Implemented CVP VXML gateways on 3800 and 2800 series gateways. • Installed and configured all ICM components such as Routers, Loggers, PGs, HDS, AW, MRPG, Dialer, CTIOS, and CAD. • Implemented ICM/CVP scripts into the production environment during cut over windows and provided situation critical support throughout to ensure functionality. • Created ICM scripts. • Built CVP applications and integrated them with both web services and SQL databases via JNDI. • Implemented ISR G1 and G2 routers as VXML gateways. • Performed extensive CVP microapp based and CVP Studio scripting. • Customized CTIOS client with ECC and PV layouts based on call flow requirements. • Performed troubleshooting consisting of testing and verifying issue is reproducible, often times working with agents via webex to monitor them taking production calls and test calls. • Investigating UCCE issues by pulling logs from the UCCE servers via dump log to check for any errors. • Responsible for supporting Cisco UCCE which included ICM, Cisco Unified • Communications Manager, IPIVR, and Cisco Voice Portal. • Experienced in MACD (move, add, changes, deletions) within the ICM environment. • Performed upgrade from ICM 7.2 to ICM 7.5 in a green field build. • Upgraded 7.x environment to 7.5 environments with a parallel build and conversion via EDMT. • Was involved in large scale cluster clean up opening up licenses for new agents due to a large company buyout by removing any reps that left the company freeing up DNs and phones for the new agents. • Configured all aspects of CUCM and Unity Connection including SRST, MoH, TAPS, Extension Mobility, and IPMA. • Migrated small key systems and PBX environments to CME 8.6 and CUE 8.6. Show less
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IT Avalon
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IT Services and IT Consulting
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1 - 100 Employee
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Network Voice Engineer
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Nov 2009 - Nov 2011
• Diagrammed call flows and performed extensive ICM and CVP scripting. • Performed ICM and CVP scripting for various business units. • Implemented ICM Dialer in preview mode as a proof of concept. • Installed and configured UCCE components including, PGs, HDS, AW, MRPG, CTIOS, Dialer, and CVP. • Implemented ICM 7.5 and CVP 7.5. • Performed ICM and CVP scripting for various business units. • Implemented CVP VXML gateways on 3800 and 2800 series routers. • Built and maintained ICM and CVP applications. • Performed peer reviews of coworkers ICM scripting changes. • Attended crisis bridges and resolved issues in a timely manner. • Troubleshot various call routing issues within UCCE and CVP, using my knowledge of voice protocols and Cisco's voice products. • Performed MACD (move, add, changes, deletions) in ICM. • Responsible for supporting Cisco UCCE which included ICM, Cisco Unified Communications Manager, IPIVR, and Cisco Voice Portal. • Performed upgrades from ICM 8.5.1 to 8.5.4. • Planned and tested enhancements and upgrades to VoIP systems. • Led migration of the test lab to a virtual environment to replicate the new production environment that had recently been virtualized, including installing • ICM and CM components to the new servers. • Configured and troubleshot intercluster trunks for CUCM. • Moved from Unity call handler based IVR to UCCX for small sites. • Upgraded from Call Manager 3.x to 4.2 in order to support upcoming upgrades to ICM 7.x. Show less
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Aerotek
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United States
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Staffing and Recruiting
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700 & Above Employee
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Network Voice Engineer
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Sep 2007 - Oct 2009
• Documented Contact Center Call Flows with Visio for each business group call flow. • Implemented all aspects of IPCC / UCCE components such as ICM, CVP, and IPIVR. • Implemented CUSP as a SIP Proxy for the enterprise contact center environment. • Implemented integrations with web services and SQL lookups with CVP studio applications. • Performed ICM and CVP scripting for various business units. • Performed extensive CVP Microapp based and CVP Studio scripting. • Performed extensive CVP Microapp based scripting and CVP studio scripting. • Implemented CVP VXML gateways on 3800 and 2800 series gateways. • Created tiered ICM routing scripts, consisting of director, routing and queuing scripts. • Provided day-to-day escalation support. • Troubleshot ICM and CVP problems of all kinds. • Performed MACD (move, add, changes, deletions) in ICM. • Was responsible for tier 3 troubleshooting as the highest escalation point for all voice and UCCE related issues. • Performed ICM and CVP upgrades to 6.x then to 6.1 • Upgraded 6.x environment to 6.1 environments with a parallel build and conversion via EDMT. • Upgrade ICM 6.0 to ICM 7.2 and CVP 3.x to 4.x • Configured a fully integrated CUCM SME clusters via SIP trunks. • Upgraded Call Manager from 4.x to 6.x • Experienced in Unity Connection and Unity Express integrations with CUCM and CME. Show less
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Education
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2003 - 2007
University of California, Irvine
Bachelor of Applied Science (B.A.Sc.), Computer and Information Sciences and Support Services
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