·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