· Significant contributor in roll out of Cisco CME C.U.B.E solution to over 800 stores.

· Successfully complete roll out of SIP to over 1200 stores.

· Assist in creation, monitoring and changes to project documents, including procedures, testing, and end user documents.

· Run scripts via Opsware and Infoblox for router and switch configurations to implement necessary changes for Call Manager Express.

· Work with field techs to verify functionality of all phone features and affirm all testing is completed.

· Update project databases within specified time frames.

· Troubleshoot issues and escalate when necessary.

· Provide support for end users, providing documentation such as user guides and manuals.

· Assist with daily operation requests for new hires by configuring, placing and verifying new phone requests, creating new voicemail profiles and updating directories.

· Perform Move/Add/Change/Delete (MACD) requests for Cisco VoIP phones using Cisco Call Manager (Cisco Unified Communications Manager) version 8.5.1.

· Complete all change requests (including password resets and PIN changes) on Cisco Unity Voicemail version 7.0 and Cisco Unity Connect version 8.0.

· Resolve all Cisco telephone and voicemail issues submitted by end users to satisfactory resolution.

· Survey office/desk locations, create/update spreadsheets, and provide telephone support for all department moves during and after hours.

· Provide support for all departments and end users, answering questions and providing authorized documentation such as user guides and manuals.   

· Telecom Team Lead for junior analysts providing support for headquarters campus environment, large production facility and several field offices.

· Maintain customer service level agreements on phone and voicemail systems.

· Manage helpdesk tickets in queue for customer using Remedy Service Management System.

· Provide second level technical support for all telecom requests and incidents.

· Assist in migration of large campus environment from Siemens TDM PBX telephony to Cisco VoIP solution.   

· Assist with Cisco and Tandberg video conferencing issues when needed.

· Install customer provided flat screens, video conferencing codec’s and cameras.

· Maintain customer service level agreement of 99.9% uptime on Siemens phone and voicemail systems without penalty.

· Manage telecom portion of all projects, including telco orders, telephone and voicemail installation, and cabling.

· Provide second level technical support for problems and incident resolution.   

· Manage cabling and telephone vendors.

· Responsible for all telephone requirements for new office and branch moves.

· Provide voice and data cabling requirements to vendors, verify all are met.

· Design power and cabling requirements for computer rooms.

Order all necessary telco circuits for new offices and branch moves.

· Installation and maintenance of small, midsize, and large telephone systems including voice mail, automated attendant, and call accounting systems.  ( Siemens, NEC, Iwatsu, Vodavi, Octel, Dytel, and Summa products )

· Perform moves adds changes deletions ( MACD )

· Run voice/data cabling

· Provide customer training as needed