Rebecca Puckett – 624 Carlton Otto Ln #25 Odenton MD, 21113                

Phone 443-477-9440
puckettrebecca@gmail.com

 

Professional Summary

Subject Matter Expert (SME) in the Solutions Development, Planning, implementation and operational support of Cisco Network Solutions, VoIP, Unified Communications

Specialization

(CUCM) Cisco Unified Communications Manager, Cisco Unity, Unity Connections, UCCX, UCCE, Presence, Mobility, CER, CTI, Cisco IP Telephony product deployment, Soft phones/ CIPC, Cisco Voice Gateways, Cisco Core Routing and Switching, Integration and Migration of multi-vendor systems (This includes Nortel, and Avaya systems via SIP or other ISDN protocols)

 

Professional Experience

AT&T Consulting Third Tier Cisco Unified Communications Engineer for US Courts Administrative Office Present 2014

·   Training in Operations on contract with the United States Courts Administrative Office

·   Operational support at the third tier level for all Cisco Systems Unified Communications products as well as with all network device hardware and software support

·   Worked directly with US Courts Administrative Office Clientele as third tier support customer and Engineer interfacing

·   Solutions planning and implementation for US Courts Contract

 

Corporate Executive Board (Agensys Corporation) 3/2013-5/2013

·   Discovery, planning, implementation and troubleshooting in a multi-site environment

·   Build out of split and single cluster VoIP Solutions which include Cisco Unified Communications Manage (CUCM, Cisco Unity Connections, Cisco Presence)

·   Responsible for voice translations, system administration and implementation of Cisco voice gateways, Nortel, Avaya solutions integration via SIP or ISDN protocols

·   Troubleshooting at the third tier level of phase one role outs

·   Responsible for recommendations, proposals and documentation of second and third phase role outs

 

Space Telescope Science Institute (AURA for NASA-Contract) 1/2013-2/2013

·   Cisco Unified Communications Engineer, responsible for Cisco UCS, CUCM, Unity Connection and Cisco Presence for STScI. The Institute performs all public outreach, data services and communications to and from The Hubble Telescope and now The James Web Telescope projects.

·   Provided all operational and engineering support for telecom, VoIP, UCS and telepresence infrastructures in a multi-end point environment. (I.E Polycom, MAC, Windows, Linux)

·   Responsible for the final migration efforts from legacy systems to Cisco UC and VTC platforms and cloud services for Webex. 

·   Performed cost benefit analysis on the Voice and Video infrastructures

·   Audited, and planned the decommissioning of circuits and various network elements for final phases of the migration.

·   Provided consulting and training to branch managers, administrators, end users and technologists on QoS upgrade efforts to IOS on network routers and switches.  All voice, video, and data circuits related to the internal network.

 

Lockheed Martin IS&GS – Unified Communications Engineer 4/2012-8/2012

 

·   Cisco Unified Communications Engineering role responsible of Cisco IP telephony network solution planning, design, deployment, implementation and training

·   Testing and implementation of Video Teleconferencing (VTC) Cisco Telepresence

·   Responsibilities included high level and detailed proposal comparison, cost analysis, writing of final proposals statements of work and scope of work, vendor selection in order to deploy solutions for the U.S Department of Center for Medicare Medicaid Services and the U.S Health and Human Services division

·   Responsible for design, proposal and deployment of CUCM, Unity Connection, Voice Gateway and UCCX

·   Analysis, planning and design of multi-vendor environment

·   Cisco Data Communications Engineering Support for External facing and Internal Customers

 

Children’s National Medical Center – Senior Voice Engineer   7/2011- 12/2011

·   Responsible for regional VoIP design, testing and implementation of CUCM, Unity Connections, UCCX within Children’s National Medical Center.

·   Responsible for troubleshooting of VoIP and UCS network endpoints as well as with in CUCM, Unity Connection, Cisco Presence, Cisco Voice Gateways

·   Planning, testing and deployment of CUCM Devices such as IP Phones, CIPC, gateways, gatekeepers

·   Assessments, moves adds and changes on dial plans, re-configurations, and maintenance of all Cisco devices and integrated devices in both integrated and migrated environments (Including Nortel Switches and Nortel IP Phones)

·   Planning, configuration, deployment and support of Cisco Unity Connection call handlers, call trees, end user accounts, in a large scale environment for various departments

·   Voice gateway implementation and troubleshooting of both main and remote site locations.

·   Planning of UCCX, call queue design, testing and deployment in integrated as well as migrated VoIP network environments to co-operate with active Nortel ACD systems

·   Configuration of CUCM, Unity Connection, UCCX and Meeting Place features for deployment as well as operational support for all device endpoints

·   Monitoring, documentation and overall troubleshooting of main and remote clinic locations.

 

Trucomm (AT&T/IRS) – Senior Voice/Network Engineer   2/2011-7/2011

·   Senior Engineer Design and Implementation Consultant for Internal Revenue Service.

·   Configuration of all Gateways from 2800 to 2900 series routers, specs depending upon site.

·   Deployment and implementation of UCCX version 8.x  in Federal location Kansas City as well as CER and Meeting Place 8.x

·   Responsible for ordering, design, configuration and implementation of all hardware and software, IOS, CAD/CSD upgrades. 

·   Rehoming project of multi-cluster upgrades as required.

·   Based on customer needs travel required for upgrades, implementations and troubleshooting of large scale IP Telephony Network.

 

MedAssurant - Senior Telecom Administrator                                                        2/2010 – 7/2010

·   Responsible for day to day operational support at the third tier level

·   Documentation of VoIP network, to include CUCM v6.1, Unity v 5.0, IPCC Express v5.0

·   Created as-built and build documentation for an entire UC Network Upgrade

·   Configuration and Staging of CUCM v7, Unity v7 in a virtual environment, upgrade of IPCC Express to handle additional call center users.

·   Planning of Call Center expansion to CUCE, Enterprise

·   Worked with all CUWL workspace licensing

·   Worked with team planning on a multi-site infrastructure build, the entire remodel of the existing network was being implemented to support rapid growth.

·   Extensive work on the troubleshooting of the existing network as all teams grew and aspects of voice network were impacted

·   Integration of Active Directory, Exchange and Unity v.7.0 into a virtual environment

 

Kaiser Permanente - Network Configuration Engineer                                           6/2009 – 9/2009

·   New and existing network designs and re-designs, peer review presentation, configuration and implementation of Kaiser Permanente’s mid-Atlantic region networks

·   Part of several engineering efforts to upgrade all mid-Atlantic sites to corporate standards

·   Project management, problem management, task and process management for each site

·   Network documentation and hardware staging for each site based on size and need included 7200 and 7600 series Cisco routers at the aggregation level, 2621 Cisco core Routers, 3560PoE switches

·   Planning, design and training efforts for new Cisco VoIP solution for mid-Atlantic region

 

Red River (United States Patent and Trademark Office) Senior VoIP/UC Engineer

9/2008 – 1/2009

·   Responsible for problem management, network planning, network design, process management documentation, coordination and deployment of a new Cisco Unified Communications Network to support 1000 users.

·   Worked specifically on configuration of CUCM v6.1 (2) and Unity v7.0, Network Infrastructure planning and development, testing security scanning and implementation of best practices.

·   Responsible for user and PRI circuit capacity planning of lab and production environments which included POTS lines for all emergency centers

·   Created backup plan for interim 911 emergency call solution

·   Configuration of the Voice Gateways, Cisco 3545 series routers for PRIs and utilizing, MGCP and SIP voice protocols

·   Implementation/Integration of a multi-vendor environment as written into the project plan.

·   Developed a test plan and executed a successful integration with Active Directory LDAP servers for unified communications

·   Implemented XTEND E911 and Avotus Call Detail Record Reporting with Cisco Unified Communications Cluster.

·   Responsible for High-Level as well as detailed network design, implementation and test plan documentation.
 

Adera Solutions - Senior Network Engineer   3/2008 – 8/2008

·   Project manager responsible for provisioning of LAN, WAN and MAN site deployment and circuits

·   Project management included network deployment and third tier network operation support, problem management and process

·   Configuration and deployment of Hatteras and Overature equipment as well as Juniper and Cisco routers for T1, T3 and Metro Ethernet circuits between remote and aggregate central offices

·   Responsible for end-to-end configuration, test and turn up of client network services.

·   Configuration of E911 systems and E911 applications for all customers

·   T1’s, PRI’s, DS3’s, Adtran Routers, Juniper Routers, Hatteras Switches, EMS Metaswitch, E911 software XTEND

 

USDA APHIS– Senior Regional Cisco VoIP Engineer    6/2007 – 1/2008

·   Responsible for VoIP service planning, design, operational support, problem management, process management, upgrades and maintenance for the APHIS North Eastern region's main Cluster in Riverdale MD and all remote site VoIP networks and systems.

·   Standardization, configuration and deployment of the Cisco IP telephony project. This included re-designing the regions Cisco Unified Communications System foundation. Included but not limited to CallManager Class of service, IP Phones, Directory Number and User Account configurations, Unity, CRA Servers and CER (Cisco Emergency Responder)

·   Responsible for writing Bill of Materials, obtaining equipment, circuit and licensing prices.

·   Responsible for meeting target dates for remote site deployments and for forecasted projects that pertain to the APHIS North Eastern Region.

·   Duties also include providing VoIP Operational support for the Riverdale Main programs and agencies and all remote site moves, adds and changes from the user level to the site design level.

·   Work with Network, Telecom and VoIP team members to ensure the success of projects for APHIS and the USDA.

·   Utilized HP Openview, Net IQ and Prognosis
 

Erickson Retirement Communities – Senior IP Telephony Engineer              12/2006 – 3/2007

·   Cisco VoIP Design, Implementation, Problem Management, Process Management, Network Operations and Technical Support Documentation

·   Responsible for Network Design for Two Corporate Clusters in Baltimore and Dallas

·   Implementation of Cisco Callmanager and single Unity Voicemail systems with Unified Messaging and Active Directory integration

·   Implementation of IPCC Call Centers, Attendant Console and IPMA

·   Responsible for Third Tier support, Import of all users using the BAT tool, new site design and deployment of IP Telephony solution

·   Network monitoring performed with HP Openview, Cisco Works, Prognosis as well as call center desktop and administrative agents

·   Environment, Operations consisted of Cisco CallManager version 4.6 and Unity version 4.5, IPCC Express, Core Infrastructure consisted of Cisco Routers, OSPF space, Point-to-Point T1’s for new sites. IP Telephony Models used were 7941, 7961, 7970’s.

 

Chesapeake Netcraftsmen – Network Engineer/IPT Consultant               6/2006 – 11/2006

·   Responsible for VoIP and Network Design, deployment, configuration, implementation, Problem management, process management, post-implementation support and Network Operations

·   Interface directly with various clients to gather requirements in order to build a successful Scope of Work and Bill of Materials

·   See projects through and work in a team environment to ensure client needs are met and jobs are completed on time and as close to the scope of work as possible

·   Provide next day and continued support for clients on site once cutovers were complete

·   Environment, Serial Point-to-Point T1’s and PRI’s Cisco Callmanager up to version 4.2, Unity 5.0, CRA editor, Some IPCC Express, CME/CUE, 6500 series switches, 2600 series access routers, 2800 series routers with CME/CUE, and SRST
 

Conquest Technologies – IPT Consultant for Cisco Systems                              5/2006 – 6/2006

·   Worked with IT staff on-site at Perot Systems in Dallas Texas to upgrade Cisco CallManager and Unity Network

·   Installation and upgrading all software, patches, SR’s and SQL upgrades to a 7 server CallManager cluster environment, all servers upgraded from CM version 4.1.3 to 4.2 SR1

·   Downloaded and installed TSP version 8.0 (1b) for Unity Version 4.0.5 in a single Unity failover configuration.

·   Performed the cutover and minor troubleshooting with extension mobility in 3 remote sites and restored message waiting indicators within the main cluster successfully.

·   Problem management, Process management and post-cutover network operational support

·   Environment: Operations Center Perot Systems in Plano TX, equipment used in lab to upgrade Cisco Unity Cluster from version 4.5 to 5.0. Main focus was on Unity Cluster Only, 7 unity servers used models 7935 and 7945, and MPLS network service.
 

 

Dimension Data IPT Engineer/Senior Level Consultant               11/2005 – 4/2006

·   Deployment and third tier support of various customers VoIP networks to include the International Monetary Fund or IMF. Technologies utilized for the IMF included CCM, Cisco Unity, CCME, Cisco Unity Express, IPCC Express and SRST failover

·   Responsible for routing and switching of customer networks

·   Configuration of all systems including any IOS and CAT OS, GUI interface, IP Phones, Telephony Services, Telephony Applications

·   Responsible for analog to IP integration, system integration, application integration, some managed services as well as end user and administrator training.

·   Environment: multiple customer environments, implemented Cisco CallManager Express version 4.1, Unity Express 4.1 router model 3825, Operational support for the International Monetary Fund supported large ATM network, Cisco CallManager Version 5.0, Unity Version 5.0, IPCC Express Version 5.0, Supported the telephony network only for the IMF, Installation and turn up of 3500 series routers for Children hospital, protocol OSPF and EIGRP for internal LAN
 

Heller Ehrman White & McAuliffe LLP – Cisco VoIP/Network Engineer   1/2005 – 11/2005

·   Cisco VoIP network planning, problem management, process management and deployment for an eight site, seven cluster internetwork environment

·   Responsible for Firm wide and east coast telecommunications networks to include Washington DC, New York and Madison, Wisconsin. Support of all sites as backup to the West Coast Telecom Engineers.

·   Network management, system upgrades, and in-depth troubleshooting at the third tier level for all systems to include, Cisco CallManager 4.1, Unity 4.0 (5), Unity fail over, SRST, SQL, Cisco Catalyst switches 4500, 6500 series core switches, 2900 Catalyst lan switches, Cisco 3500 series routers, T1’s, T3’s and analog DIDs.

·   Design and implementation of system configurations include MGCP and H.323 gateways, Cisco 7900 series IP Phones, Bulk Administration (update and import tools), Route patterns, Route Lists, Route Groups, Class of Control or service, IP Phone services, Extended Services, IPMA, IPCC Express and IP Communicator

·   Responsible for upgrades, Engineering specials, Phone Loads, IOS versions and all latest releases for CallManager, Unity and IOS versions.

·   Environment: included 6509 redundant Core switches, 3560 POE access layer switches, VG248 Analog gateways for analog and a E911 system, 3845 series router IOS version 12.3, OSPF in all sites, BGP for border routing, Gatekeepers and inter-cluster trunking used between all 7 clusters, Frame Relay network, PRI’s for PSTN connections, Voice protocols
 

AAA Networks – Cisco IPT/Network Engineer, Training Development        9/2004 – 11/2004

·   Problem management, process management, deployment, configuration, testing and troubleshooting Cisco IP Telephony Networks for AAA Networks customers

·   Installation of Cisco Call Manager 3.3 and 4.0

·   Installation of Unity voice mail systems

·   Configuration of various gateway configurations, switches, servers, circuits and IP Phones to meet each customer’s communication environment

·   Drafted end-user and administrator training curriculum for AAA Network’s customers to be introduced to each new customer upon completion of their network installation
 

GE Aircraft Engines – VoIP Design Engineer      7/2004 – 8/2004

·   Part of a team of engineers that performed auditing, problem management, design and planning a Cisco IP Telephony network deployment for 6000+ users throughout the entire GE industrial complex

·   Performed site survey to determine which facilities were network ready and which had to be converted via VG200 series analog gateways

·   Compiled lists of services and equipment for initial solutions which were proposed to the customer
 

Nextira One – Cisco AVVID Network Engineer     4/2004 – 7/2004

·   Plan, process management, design and deploy custom, Cisco VoIP Network Solutions for Nextira One's IP telephony clientele

·   Responsible for all hardware installation, software installation (Call Manager, Unity, IPCC) and configuration of entire VoIP network as speculated for each customer

·   Responsible for all router, switch, server, VLAN, MGCP, gateway, and PRI configurations as speculated for the customer's VoIP network

·   Met with customers prior to, during, and after all installations to ensure all specs discussed and were implemented properly

·   Environment: deployment for multiple customers, implemented Cisco CallManager version 4.5 and Unity Version 4.5, Cisco Attendant Console for managing inbound calls server platforms for 1 PUB and 1 SUB were on 7835 models, Routers for core infrastructure used were 3500 series EIGRP space internal routers, single site deployment
 

U.S. Department of Commerce – VoIP Network Engineer 11/2003 – 3/2004

·   Third tier/escalation level network engineer for a 4000+ user Cisco VoIP Network

·   Monitor, problem management, process management and maintenance of the VoIP infrastructure from PRI/ISDN circuits, layer 3 switches, route points, Cisco Call Manager clusters to individual end user devices

·   Design, test and deploy remote site networks

·   Upgrades, changes and additions to Call Manager OS, Applications, Network Monitoring tools, infrastructure, hardware and all new and related technologies

·   Research and testing of new Call Manager versions and telephony applications to determine if such services would benefit the network and the customer (i.e. IPCC, IPMA, NetIQ, Load Balancing for web services and IPVC)

·   Write and propose network and system solutions to the team and the customer

·   Environment Third Tier Network Operations support consisting of an 8 server Cisco CallManager redundant cluster version 3.2 upgraded to version 3.3, Octel Voicemail system, transferred to CallMananger voicemail via a VG248 gateway. Core layer switches consisted of 6500 series redundant servers with CMM modules used for PRIs to connect to the PSTN, IDS systems, 515, PIX firewalls, 5500 series border routers running BGP, ATM Backbone Network, IP Telephone models used were 7940, 7960 and expansion modules
 

NOAA Integrated Programs Office – VoIP/Network Engineer               11/2002 – 6/2003

·   Network Operations, Problem Management, and Process Management for Integrated Programs Office/NESDIS organization Responsible for switch, router, firewall, VPN, Call Manager, Unity, IP Phone and Windows 2000 Server administration

·   Deploy, implement, document, maintain and troubleshoot VoIP Network to include all Cisco CallManager, Gateways, PRI’s, Unity, IP Phones, layer two and layer three switches

·   Provide second tier end user support , end user training post-deployment

·   Trained other team members on Cisco and VoIP network administration

·   Technical documentation of VoIP and Cisco network, I wrote all support procedures and disaster recovery plans

·   Configured all IP Phones and voice mail accounts for 200+ end users

·   Configured all switches, switch ports, VLANs, trunking, and VTP

·   Responsible for network security, monitoring inbound and outbound traffic through a Cisco PIX 515 and Sniffer

·   Developed and implemented a unified system logging process to enable network monitoring of all devices

·   Environment, Operations, Consisting of Cisco CallManager version 3.1 and Unity Version 3.0 using an ICS 7750 single chassis with server slots, 1 PUB, 1SUB and 1 Unity Server, PIX firewall 515, router model 3500 series running EIGRP, Core switches for PSTN connections were 4006 Cat OS switches, Access Layer switches were 2600 series switches with auxiliary power shelves, IP Telephone models used were 7940 and 7960 models.
 

 

Genuity – Team Lead/Network Operations Analyst     5/2000 – 11/2002

·   Provide technical guidance and training to a twelve person network support team

·   Troubleshoot and manage four, nationwide, ATM and Frame Relay backbone networks for America On-Line

·   Perform remote testing of all data circuits from local ISDN/PRI and T1’s too long distance DS3 and OC/ fiber transport systems

·   Fault isolation, configuration and problem resolution for all network hardware to include digital modems, Cisco Catalyst Switches, terminal servers, Cisco Routers, Hubs, interconnect, CSU/DSU, tunneling routers and multiplexers

·   Vulnerability scanning, network security, monitoring, trend analysis, usage, capacity and chronic problem analysis and reporting

·   Monitor and oversee network upgrades, patches, fixes and planned maintenance

·   Network planning, problem management, process management and change management initiation used to support network expansion and decommission
 

ARINC – Technical Support/Network Operations          10/1997 – 5/2000

·   Provide first tier support for network operation center and all ARINC proprietary services to include data networks, HF/VHF extended range networks, GPS tracking systems and local area networks

·   Interact daily with customers in the commercial airline industry, the Federal Aviation Administration, United States Military and local County Police Departments

·   Open trouble tracking tickets and reports for customer’s technical issues, problem management, process management and planned network maintenance

·   Initial testing and troubleshooting of all networks and systems Responsible for technical writing of ISO 9001 quality procedures used to certify the network operation center help desk

 

Education

2014 – AT&T Cisco Unified Communications training of CUCM v9x, UCCX v9.x, CER, Unity Connection, CER and CUMP

2013 – Study and Preparation for CCNP Voice Certification Exams

2010 – Cisco Systems UCCX Contact Center CRS/CER Training

2005 – Cisco Systems CCVP, CCNP Voice Training

2001 – UMBC, Baltimore, MD – CCNA

1995 – Anne Arundel Community College, Arnold MD