Teresa Martinez                    CCIE (VOICE # 24793), CCDA, CCVP, IPCCx, MCSE, MCTS, VCP 5, ITIL

	Hartford, Conneticut (CT), 06101 teresamartinez987@gmail.com

 

Summary

·       Technical professional with proven record of working with decision makers on IT business strategy around Unified Communication Solutions, virtualized consolidation, high availability, disaster recovery and business continuity.

·       Deep experience in improving IT performance by architecting, project planning, implementing and optimizing, strategic turnkey business solutions.

·       Expertise in design & implementation Cisco Data & Voice solutions with Cisco technologies suite and Extensive experience in Analyzing, Designing & Developing Infrastructures for VM-Ware Virtualization and Microsoft environments.

·       Performs technical deployment as a leader, solution audits, design reviews, vendor evaluations, system architecture assessment, analysis & diagnosis of complex voice, unified messaging, virtualized and Data Centre solutions.

·       Extensive knowledge of Service Support & Service Delivery processes used by ITIL Service Management.

 

Technical Skills Summary

·          Cisco AVVID               Cisco Unified Communications Manager (Call-Manager-Super/Mega Cluster), UNITY & Unity Connection /Unified messaging, Cisco Unified Presence , Cisco IPCC Express IVR, UCCX, Cisco Meeting Place Express, CME, CUE, Voice Gateways & Gatekeeper, SRST, QSIG PBX Integration, IPT Design, T1-E1 PRI/Analog circuits/IP Phones, deploying QoS, Cisco Emergency Responder, Mobility Manager, SNR, CUOM ,UCCE, CTIOS,CVP, ICM, Tele-Presence CTS 500, 1300 &3010 , Unified Computing System Suite 5000 series, Nice Call Recording, Prime Assurance Manager, Prime Unified Provisioning Manager, VOSS – 7.1 Unified Communications.

·          Microsoft/Other OS              Windows Server 2008 R2 Hyper V, Server 2003, Communication Server R2 for CUCIMOC, Windows 7, Vista, XP Professional SP3,  MS Cluster Services, MS SMS 2003, Configuration Manager 2007, MS Operations Manager (MOM) 2005/2007, MS Share point 2007, Microsoft Exchange Server 2003-2007, Linux, UBUNTU

·          Virtualization                            VM Ware ESX 3.5 , VSphere 4.1/5.0, VmWare ESXi, VmWare Workstation, Window Server 2008 Hyper V

·          Hardware              Cisco Unified Computing System Suite (UCS B & C series), Cisco MCS Servers 7835/7845, IBM Netfinity, Cisco Unified Border Element – CUBE, Cisco Iron port C160 series Email & S160 series Web Appliance.

·          Internetworking              Cisco Routers/Switches, 29xx, 28xx, 36xx, 35xx, 37xx, 38xx,45xx, 65xx & Nexus 5000 & 7000 series, MDS 9506

·          Monitoring Tools               Packet Capturing tools, Lucent Vital Suite, NetIQ App, Microsoft Operation Manager-MOM 2003/2007,
& Management                 Cisco Works, Nagios, CACTAI, etc.

·          Protocols                            H323, MGCP, SCCP, and SIP – EIGRP, IS-IS, OSPF, RIP 1& 2, BGP and MPLS.

 

UC Architect/Consultant – State Farm Insurance

Responsibilities (State Farm Insurance) from Dec 2012 to date                                                         Bloomington, IL

Working at State Farm’s head quarters for one of the largest Cisco UC implementation to date, with 39 UCM Clusters, include 9 Mega Clusters, 39 CUC 9.1 Clusters, 18 k Gateways, 157 k+ end points & 125 + users with 6 UCCE Instances. Below are highlights of my work;

·          Working for designing, building, deploying the largest Cisco UC ever Project for Unified Communications 8/9 , Cisco Unity Connection Clusters, Cisco Unified Contact Center Enterprise-UCCE (which include Cisco Unified Intelligent Contact Management-ICM & Cisco Unified Customer Voice Portal-CVP), SIP, CUBE solutions that conform to the approved deployment models.

·          Led POC of design efforts, wrote implementation & design documents for integrating third party applications with UC including UCCE, Exony, Jarvis, Splunk, State Farm home build apps and Avaya.

·          Integrated UCCM, Gateways and CVP with ICM and deployed comprehensive CVP in a distributed environment using OPS console.

·          Track non-LLD-compliant items including tactical designs, patches, once-off configuration; Identify and help resolve Cisco UC and UCCE design (infrastructure and application call flows) gaps and issues relating to deployment.

·          Performs engineering reviews and planning of maintenance and upgrades for existing IPT Infrastructure.

·          Helping business partners to understand scope, risk, and cost of requested capabilities for UC platform and maintaining a horizontal view across multiple business lines to streamline capability requests as appropriate.

·          Identify and resolve technical, functional, and/or process related issues associated with the underlying infrastructure, Telco, Data Center, and/or all networking services that may impact the rollout of UC Services to the Enterprise.

 

Senior Voice Consultant – MTS Allstream

Responsibilities (MTS Allstream) from Apr 2011 to Nov 2012                                                   Toronto, Canada

Worked for MTS Allstream, one of Canada's leading national Service providers. Following were highlights of my work;

·          Designed Unified Communication solutions for multiple customers in different verticals across the globe ranging from 500 to 3,000 IP phones with CUCM 8.x, 7x, 6.x Clusters involving centralized and distributed deployments on UCS & MCS Servers, Unity Connection 8.x, CUCIMOC, Cisco Unity, UCCX, UCCE, CVP, Presence, Emergency Responder, Meeting Place, Integration with Lync 2010 & other Cisco IPT convergence systems (video, messaging, collaboration tools, etc) by replacing existing PBX.

·          Responded to RFP and RFI that resulted winning of million dollar deals & delivered presentations to technical & CEOs/CTO’s for large solution designs. Documentation which include creating BOM, Statement of Work, RFP technical response, Writing telecom strategies, Detail design ,Dial plans, Test plans, Migration strategies and support plans.

·          Deployed Cisco SIP Solutions using MTS as SIP provider with Interoperability of CUCM 8.5, Cisco Unified Border Element & Unity 8.

·          Designed and deployed Projects for upgrade of Cisco IP Telephony Platforms to latest available versions of code which includes Cisco Unified Communications Manager 8.X, Unity Connection 8.X with unified communications of Exchange 2010, Meeting Place 8.x with Mobility,. Emergency Responder deployment with Presence for CUPC and CUCIMOC applications.

·          Designed & implement solutions with Cisco Provisioning Manager for customer who does require doing network-based proactive monitoring of services, gain visibility into application health and the end-user experience for faster and more effective problem resolution.

·          Designed solutions for customers with CME and CUE distributed design, Voice Gateways (H323 / MGCP), SRST for remote sites, Cisco CER, Voice Recording Applications and VOSS for IPT provisioning.

·          Designed and Implemented Cisco Data Centre concept with Unified Computing System – UCS 5108 Chassis pair with Eight B-Series blade servers and UCS Manager 1.0, Net-App 3140 Storage with MDS 9506 as a network connection to the Storage.

             

Senior Voice Technical Consultant – Toronto Hydro Electric System

Responsibilities (Toronto Hydro) from Oct 2010 to Mar 2011                                                  Toronto, Canada

Worked for Toronto Hydro Electric System this is one of the largest municipal electric distribution utilities in Canada: below are highlights of my work;

·          Performed engineering, design reviews, vendor evaluations, system architecture assessment and new implementations for Voice Portal among Cisco, Avaya and other Vendors for FRQ & RFP.

·          Designed and implementation of new voice-mail platform Cisco Unity Connection 8.1 from Cisco Unity version 5 with migration of Subscribers, Greetings, Call Handlers and Schedules with zero down time, as well document the call flow for Call handlers.

·          Customized solution for Toronto Hydro 24/7 Control Room Group, to support Field Operation based on CME – Call Manager Express, with BACD application to handle the call flow.

·          Designed and implemented survivability technologies in many forms such as Survivable Remote Site Telephony (SRST) for 3 new remote sites on Cisco Voice gateways with full capacity.

·          Prepared detailed documentation and training for internal staff, detailing configuration of deployed solutions for Unity Connection, Nuance, and IVR Upgrade and worked on the documentation for Voice Portal Request for Proposal – RFP.

·          Design and & worked for the infrastructure integration between the UCCE components, including: CUCM, GWs, VXML GWs, SIP, ICM components, Router/Logger, PG, IPIVR, CVP components (VXML Server, Call routing & Call Studio), CTIOS/CTI integration with other Voice Products like Audio Log for Voice recording, Nuance for Text to Speech, Banner for Agent Pop Up information, Crystal Reporting, Upstream for CTI Solution, Workforce management for agent forecast and scheduling.
 

Voice & Data Center Consultant – FlexITy Solutions Inc.

Responsibilities (FlexITy Solutions Inc.) from Aug 2008 to Sep 2010                                     Richmond Hill, Canada

Worked for a Cisco Gold Partner and responsible for pre & post sales of projects; below are highlights of my work;

·          Designed & implemented solutions for customers from 500 to 3,000 IP phones with CUCM 8.x, 7x, 6.x Clusters, CME and CUE distributed design, Voice Gateways (H323 / MGCP), SRST for remote sites, Cisco CER, , Unity 7.x, CUCIMOC, Cisco Unity, UCCX, Voice Recording Applications and VOSS for IPT provisioning.

·          Analyzed the network requirements and developed TelePresence solution for different sites using CTS 500, 1100, 1300, 3110 TelePresence Manager & Multipoint Switch that involves integration with Microsoft Exchange for scheduling.

·          Designed and deployed a project for a major Canadian Media Company for Radio, television broadcasting and publishing based in Toronto & West. Working as the Lead Engineer in deployment & Maintaining for a Centralized call manager 8.1 Cluster with International Dial Plan, SRST at local Sites, SIP connection via CUBE, Centralized Unity Connection 8 Voice mail with Exchange 2010, unified communications with failover and over 1400 endpoints (IP phones, VG’s, FXS, ATA), SNR – Single Number Reach, Provisioned phones by using Cisco Prime Unified Provision Manager 8.x & used Cisco Prime Assurance for Monitoring of the Unified Communication network.

·          Designed and deployed a project for a major motion picture distribution/production company, based in Montreal, Quebec, London- United Kingdom, & Madrid-Spain. Lead Engineer in deployment & Maintaining for a Centralized call manager 7.1 cluster consisting a publisher & 2 subscribers with International Dial Plan, SRST at local Sites with MGCP & H323 Deployment, Centralized Unity voice mail, unified communications with failover & over 2000 endpoints in North America & Europe (IP phones, VG’s, FXS, ATA), MOH on each, WAAS for Data Optimization & Central Cisco Wireless, Network over MPLS cloud & Cisco VPN via ASA deployment.

·          Designed and implemented solution for an on demand talent management solution Organization to assess, acquire, develop, and align the workforce for improved business performance. Involved in design & implementation of unified communications system for over 3000 endpoints with International Dial-plan in a centralized cluster for IP Telephony using CUCM7.1 and Unity 7 Voicemail system and 3 remote sites running SRST failover on ISR routers with CER on each site. Supporting UCCX 5 with high availability supporting multiple areas based on time of day and language of preference call routing for multiple sites.

 

Senior Systems Consultant, SSHA – Smart Systems for Health Agency

Responsibilities (SSHA) from Dec 2005 to Aug 2008                                                                           Toronto, Canada

·          Provided services in the areas of monitoring, operations, and maintenance of the organization's converged IP Telephony network and systems by utilizing the ITIL best practices and fulfilling the SLA’s & OLA’s with internal groups

·          Provided Tier 2 support for routine moves/adds/changes in IPT infrastructure by administering Call Manager, Unity & IPCC.

·          Created & maintained IPT support documentation with escalation procedures and change management processes.

·          Redesigned and implemented changes required to stabilize challenging multi-vendor call center environment to eliminate business impacting voice issues with minimum downtime and maintained the IPT Support documentation for future use.

·          Recommended and configured Routers, Switches, Firewalls, SBC, Voice gateways in LAN/WAN ensuring maximum availability and security for the whole organization

·          Active Directory for more than 500 users, Applying Group Policies, User Accounts Management, and optimized technical installations, High level troubleshooting & assist Desktop Support Team problems.

·          Configured Auto Attendant, voice mail and internet subscribers, forwarding rules, class of service and notification to cell phones and pagers

·          Performed functional and system testing for CCM, Unity, Gateways and switches

 

 

Systems Analyst, IBM – Air Canada

Responsibilities (IBM) from Apr 2004 to Nov 2005                                                                       Toronto, Canada

·          Worked as an IBM Systems Analyst at Pearson International Airport in Air Canada’s SOC-System Operation Control Department for administration of Vital & Critical Applications like LIDO, OMAC, ARMS, FSM & FACTS on 24/7

·          Configuring, supporting and troubleshoot VoIP devices such as ATA’s, IP phones, USB phones etc.

·          Support IPT Infrastructure including call Manager cluster, IP Contact Centre Premium, CER, and Witness voice recording solution, also  unique Airport single sign-on application

·          Analyzed & Configured AD for more than 500 users, as well as Distributed file System, User Accounts Management and optimized technical installations, troubleshoots and responds to user problems

·          Worked for IBM for Air Canada’s Project for upgrading IOS image on all the Cisco equipment’s to the latest and most stable versions. Gathered and maintained Inventory for the entire network infrastructure.

·          Worked with the Network Team for implementing switching infrastructure for the Air Canada Site Offices. The solution is implemented to replace the Ethernet Hubs.

 

Network Analyst, Nestle Limited

Responsibilities (Nestle) from Dec 2001 to Feb 2004

·          Established, maintained, monitored& troubleshoot WAN Links of Nestle Pakistan using Radio, VSAT & Digital Cross Connect links

·          Installed & configured Cisco Routers, Catalyst Switches at head office & remote sites as IOS upgrades on various routers/switches.

·          Implemented various network management tools (Sniffer, MRTG, Solar winds) to monitor high-availability in production network at co-location facility.

·          Managed companies Windows 2000 Active directory design & conversion, which includes multiple locations and various departments on Multi domain of over 500+ users & Server administration for MS Exchange 5.5/2000, Windows Active Directory

·          Diagnose enterprise-level network & communication system failures, develop solutions, & implement or direct recovery remedies

·          LAN/WAN & Application Monitoring/Management using tools to monitor availability, performance, detect potential problems, troubleshoot and resolve prior to application outage.

 

Systems Administrator, NetInDesign Inc.

Responsibilities (NetInDesign Inc.) from Nov 2000 to Nov 2001

·   Developed & Maintain LAN Network with Microsoft Servers using the Windows Active Directory, User Management and System Policies over 200 Users

·   Investigated and evaluated new data communication system technologies and their application

·   Worked on the Lotus Domino and Microsoft Back Office

·   Configured and optimized technical installations, troubleshoots and responds to user problems

·   Worked on the Project Management of different projects using standard project management tools (MS Project)

·   Managing IIS 5, Microsoft Proxy & Lotus Domino Server for variable web applications as well as for the Companies mail

 

Network Administrator, Prime Computers, Singapore

Responsibilities (Prime Computers, Singapore) from Apr 1999 to Oct 2000

·   Administration of the LAN based on UNIX and Windows NT having 100+ Desktops and network.

·   Configured and optimized technical installations, troubleshoots and responds to user problems

·   Configured Cisco 2501, 2513, 2523 series routers and catalyst 1900 series switches

·   Setup and configured Cisco hardware and performed memory, flash and IOS upgrades for various models

·   Document details of the problem & solution for further expansion and rectification of the current knowledgebase

 

Professional Trainings

CCIE Voice Boot Camp, Toronto	Install and Configure V-Sphere 3.5/4.1, Mississauga
Cisco IPCC Express 7 by Global Knowledge, Chicago	Microsoft Planning, Implementing & Maintaining Active Directory 2003 & 2008, Toronto
Unified Communications by Inet Canada, Toronto	ITIL foundation Training by EXEN, Toronto
Blackberry Mobile Voice System Integration, Toronto	Cisco Data Centre Unified Computing Design/Support, Toronto

 

Education Credentials

Bachelor of Computer Sciences                                                                                                                (1996-1999)             

University of South Asia

 

Professional Certifications

·          Cisco Certified Internetwork Expert - Voice – CCIE # 24793                           

·          Cisco Certified for Data Center Unified Computing Design/Support Specialist  for UC (DCUCI/ DCUCD)

·          Cisco Certified Network Professional – Voice(including C-Voice, CIPT, QOS, GWGK, IPTT) – CCNP                           

·          Cisco IP Contact Centre Express Specialist IPCCX                           

·          Cisco Certified Design Associate – CCDA             

·          VM Ware Certified Professional – VCP 3.5/4.0/5.0                                                                     

·          ITIL Certified (IT Infrastructure Library Foundation)                                                                                   

·          Microsoft Certified Systems Administrator/Engineer – MCSA/MCSE                           

·          Microsoft Technology Specialist - MCTS                           

·          Blackberry Mobile Voice System Specialist – MVS

·          Cisco Advanced Collaboration Architecture Engineer

 

Reference:

·         Available up on request.