John Ten
Anaheim, CA 92806
Phone: 949-294-4869
E-mail: whosjohnny@gmail.com
Word Version
Summary: Cisco IPT Engineer with NEC to Cisco UC 7.x conversion experience across 5 Call Centers. CCIE Voice Lab candidate with Bachelors degree in Computer Science.
Objective: TELCOMMUNICATIONS ENGINEER, 6 years
Skills Summary: Cisco Unified Communications 5 years, VoIP Migration 2 years, Tech Sales 2 years
Products:
Call Manager 4.13 / 6.1 / 7.1, IPCC express 4.5 / 7.1, Unity 4.05 / 7.1, Unity Connections 2.1, CME 3.3 / 4.0 / 7.0, CUE v2.3.2, COR, H.323 Dial-Peers, PowerDialer, SalesForce, NEC NEAX2400, Metropolis OfficeWatch Call Accounting, NavTerm ACD, and OCTEL voicemail.
Cisco Routers/Switches:
Catalyst POE 3550’s, 3560'S, 3750’s, 6500’s; ISR Voice-routers 2811’s, 2821’s, 3800's ISRs, 3725’s w/ CUE v2.3.2, 2511 terminal servers, Voice NM-16esw POE-modules, PVDM, PVDM2, AIM-CUE (Cisco Unity Express module) v2.1.2, others.
Signaling/Protocols/gateways:
MGCP, H.323, SCCP, SIP, T1/E1 controller, Dot1q trunking, data/voice VLAN, gatekeeper, FXS, FXO, others.
Functional: ACD Call Center Analyst / IVR
ACD design and troubleshooting, analyze functional requirements for all phases of a call center operation and post install optimization. Manage vendors (Local and Long Distance Carrier) for DNIS, toll-free, and 3rd Party Resporg management for Disaster Recovery; this allows uninterrupted services such as priority fax and customer service line to be transparent to the customer during earthquakes and power failures. Cisco UCCX 7.x ACD/ICD integration with CUCM / Unity and various applications for call agent functionality. Explore and leverage Cisco's VoIP functionality to optimize call center's call flows and plan ahead for business expansion of new acquisitions, retention of Diamond status customers and increase sales revenue. Work closely with Cisco TAC on post install issues and known IOS bugs and other miscellaneous tickets. Training, documentation, and daily ACD report for customer service managers.
Cisco IP Telephpony Skills:
Passed Cisco CCIE Voice Written in 2005 with 2 Labs attempts. Self built campus using 2x3550 POEs / 3x 2811s / 1x3750 w/ CUE and voice servers CCM413, Unity 4.05, and IPCC 4.01 without assistance. Provisioning of voice and data vlans, trunking, T1 controller, MGCP, DHCP, and IOS image loads. Configured PSTN connection to interface with multi-site using ISDN National, Bz8s ESF, CAS / PRI T1s. Setup dial-peers, CME 3.3/4.0 and CUE 2.1.2 for routers-on-a-stick branch sites. Familiar with debug isdn q931 and show call active voice to quickly identify call legs and trace Telecom issues. Worked with phone system that integrate legacy CME and CUCM via SIP truck, PRI capacity planning and monitoring, translation patterns for custom route functions, UCCX ACD call center issues and Unity tickets w/ Enterprise Exchange 2007. At Sybron in 2008, my role was to make sure our $1.2million dollar migration project go smoothly. I gather requirements for 5 call centers, consolidate 40+ Toll numbers, migration docs, proof read and approve vendor's deliverables. At Webvisible in 2010, I have been recognized for my role in nursing a broken Cisco phone system back to health using Cisco's Best Practices across phone and network infrastructure whenever possible, improving sales and productivity.
Cisco VoIP Migration, 2 years
Requirements gathering, exhaustive verification of live legacy phone system vs. documentation, number pattern block re-design, ACD call flow optimization, auto-attendant, toll-free Resporg with Telecomm Recovery, DIDs, DNIS, Telco and Cisco TAC escalation experience.
NEC Telephony, 2 years
NEC Neax2400 PBX, OCTEL-voicemail, NavTerm Report servers, Metropolis / Officewatch Call Accounting server, copper-line punch-downs, and fax lines troubleshooting
Experience:
Title: |
Telecommunications Engineer | |
Employer: |
Webvisible, Inc. Irvine, CA | |
Dates: |
09/2010 to Present | |
Duties: |
Implement Cisco's Best Practice in Unified Communications across multiple sites for stability, scalability and manageability. Continuous improvements and optimization to leverage technology to increase sales efficiency such as Salesforce and PowerDialer's Click-To-Call, Rules of Engagement (RoE), Leads distribution and management, Forecast, Reports and Jumpball by Skills. Provide monitoring and recording in Call Center environment and CRS scripting to handle custom applications. Upgrade LAN and WAN infrastructure to follow Cisco's Best Practice, put redundancy where critical such as Power & Voice systems, QoS Policing and Traffic Shaping across WAN sites, integrate CME 7 with CM, and plan migration strategies for CM 6 to 8.5 and UCCX 5 to 8.5. Unity Connections 7.x ViewMail upgrade. |
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Title: |
Telecommunications Specialist, Analyst | |
Employer: |
Sybron Dental Specialties, Orange, CA | |
Dates: |
02/2008 to 02/2010 | |
Duties: |
Support legacy telephony system with NEC NEAX2400 PBX / Octel voicemail systems, Metropolis Office Watch call accounting, Navterm ACD terminal, copper-line punch-downs and troubleshooting, and migrated in a 12-month period to Cisco Unified Communications 7.1 platform for a 700+ premium seat license across 5 dental companies. Job responsibilities include meeting the daily demands of our internal BU customers such as add, move, changes, Contact Center ACD updates and changes, IVR maintenance, fax machines diagnostic, Rightfax server, Toll resporg DR management, mobile phones and Telecomm tickets with Cisco TAC. Primary lead person responsible for day to day administration of Unified Communications in Call Manager 7.1, route-pattern programming, Contact Center Express 7 and Unity 7. Provide reports for Contact Center managers and maintain live status management view of call queue, agent state, call monitoring and recording. During Cisco Unified Communications 7.1 migration, worked with Cisco Gold vendor in all phases of documentation, doc review and revisions, dial-plan design, pilot testing, toll-free number consolidation and test-and-turn-up with AT&T Global carrier. Post install responsibilities include training for general population and executive administrators; multi-button and Intercom customization for senior CEO/VP executives. In addition, I manage services to over 45+ Directors/VPs/CEOs for their wireless cellular needs when traveling internationally. |
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Title: |
Cisco Voice Engineer | |
Employer: |
Ten-Voice Communications, Las Vegas, NV | |
Dates: |
11/2005 to 01/2008 | |
Duties: |
Responsible for the installation, configuration, and troubleshooting of Cisco's Unified Communications across LAN, WAN and PSTN sites for SMB clients up to 50 users. QoS implementation edge to edge networking using Cisco's Best Practice across switches and gateways for real-time congestion avoidance and delays internationally. Install, configure, and integrate Cisco Unified CallManager clusters, Cisco Unity voicemail, Cisco IPCC call centers, CME, and CUE. Provide branch sites with H.323 based voice solutions using Cisco CallManager Express 3.3 / 4.0 and Cisco Unity Express v2.1.2 - v2.3.2. |
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Title: |
Audio Voice Engineer | |
Employer: |
TDK Electronics, Anaheim, CA | |
Dates: |
11/2004 to 11/2005, 12 month contract | |
Duties: |
Voice Engineer for TDKs professional recording media and equipment for audio acoustics retention and reproduction. Support customers on DSP component failure and testing. Also support consumer CD and DVD recording media and rewritable drives such as VeloCD and Mojo series products. TDK value customer satisfaction and is the leader in professional and amateur recording industry. Note: During this period, I have been studying Cisco CCNA, passed CCIE Voice Written and built my own CCIE Voice Lab on the side as a personal interest. | |
Title: |
Corporate Sales, Infrastructure | |
Employer: |
Apex Computer Systems - IBM Professional Services, Cerritos, CA | |
Dates: |
09/2003 to 10/2004 | |
Duties: |
Sales for existing SMB client’s for IBM servers, network gears, and security products to meet the needs of our clients. Worked with Federal clients such as the United States Army through IBM’s federally funded contracts for Document Management to be Sarbanes-Oxley compliant. Successfully sold to United States Army, Fort McCoy, Wisconsin for Laserfiche Document Management to catalogue with searchable database for their entire military gear in IRAQ. |
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Education: |
Texas Tech University | |
| Lubbock, TX | ||
| Bachelor of Science, Computer Science | ||
| Associates of Science, Electrical Engineering | ||
Associates of Science, Mathematics |
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Hobbies & Activities: |
Advanced Saltwater Aquariums, Chess, Swimming, Basketball, Writing, Spiritual Learning, Relationship Counseling |
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Additional |
Upon Request. |
