THEODORE HORWOOD

(951) 218-5274 · theocomp@gmail.com

 

 INFORMATION TECHNOLOGY

Dynamic and results-oriented IT professional with solid and diverse experience in administrating, configuring and maintaining CISCO Voice hardware, software, and voice technology and ShorTel Phone System. Skilled in providing customer and end-user support with proven ability to identify and resolve technical issues and concerns. Experienced in troubleshooting routers, switches and LANs/WANs and highly skilled at Voice Technology. Proficient in delivering effective issue resolution utilizing various systems, with strong ability to assimilate job requirements and complete tasks. A team player with effective interpersonal and communication skills, adept at building productive relationships and building rapport with a diverse set of individuals at all levels.

Core Competencies

Organizational Leadership · Information Technology · Voice Engineering · CUCM Technolgy Troubleshooting, ShoreTel phone system, Configuration & Repair  · LAN/WAN Administration · AV Support  · Hardware, Software, Networks & Voice Technology · Technical Support · Problem Resolution · Relationship Building

 

PROFESSIONAL EXPERIENCE

West Marine/Randstad TechnologiesFeb 2015 to Present

Voice Engineer

Manage entire Enterprise Voice Network infrastructure for 52 Shortel Sites and 12 Cisco Unified Communication Express sites.  Managed telephony carriers to effectively resolve circuit issues.  Respond to Move/Add/Change requests for entire enterprise.  Manage Call Manager Express 9xx  and Unity Express 8x for a mid level enterprise.

Key Highlights

·   Brought up Site with Integrated Voice and Data

·   Managed ShoreTel phone system with 50 remote sites.

·   Managed Unified Communication Manager Express for 12 sites.

·   Managed switch port configuration for Corporate site,

·   Worked with carrier to resolve circuit issues.

 

Success Factors Inc.                                                                                                                            2013 - 2014

Voice Engineer/AV Administrator

Manage entire Enterprise Voice Network Infrastructure as well as Video infrastructure for over 25 video end points and 25 additional conference rooms. Direct ALL Hands Meeting and participate in any meeting that required AV assistance. Manage telephony carriers to effectively resolve circuit issues. Respond to Move/Add/Change requests for entire enterprise. Manage Call Manager and Unity Connection 9XX for a mid-level enterprise.

Key Highlights:

·   Successfully Project manage 25 SX20 Video end points.

·   Successfully Project manage additional 25 conference rooms

·   Successfully Project manage build out of entire floor for voice and video for 150 users

 

Beachbody LLC                                                                                                                                   2011 - 2013

Voice Engineer

Managed install and configured all Cisco Call Manager and Cisco Unity Connection on UCS platform of a fully redundant platform in multiple data centers across multiple states. Implemented and managed Enterprise Fax System (XMEDIUS and EFax) and handled all IM platform (WebEx and WebEx Connect). Managed entire Enterprise Voice Network Infrastructure. Maintained Polycom 7000 HDX systems and supported POTS lines for Fax machines at Call Center and corporate headquarters.  Handled all move/add/change requests for entire enterprise.  Monitored and tested VoIP SIP PRI circuits to ensure optimum performance and maintained and updated voice hardware inventory and documentation.

Key Highlights:

·   Managed multiple telephony carriers and ensured all circuit issues were resolved in a timely manner.

·   Deployed companion console for Call Manager Attendant (VistaPoint) and provided phones and dial tone to Call Center and third party Cloud Base contact center.

 

Corinthian Colleges Inc.                                                                                                                      2008 - 2011

Voice Engineer

Managed and maintained state-of-the-art voice network system consisting of Cisco Call Manager, Cisco Unity Connection, Voice Gateways and Cisco ICM/IPCC Enterprise Edition including IP telephony, voicemail, call reporting, agent desktops and supervisor desktop. Monitored and tested VoIP circuits for optimum performance and maintained voice hardware inventory and documentation. Opened tickets with applicable carrier to resolve circuit issues.

Key Highlight:

·   Responded to Move/Add/Change requests for 40 sites, assigned priorities and ensured tasks were completed within established timelines.

 

 

 

Cardinal Health, San Diego · CA                                                                                                         2007

Network Engineer

Installed, configured and maintained Call Manager Express and Unity Express.  Provided training to personnel in the use of VoIP applications. Responded to inquiries from staff, administrators and site personnel  to provide technical assistance and support. Performed troubleshooting on malfunctions on network hardware and software applications and telephones systems to resolve operational issues and restore services. Attended various workgroups to assess, develop and improve IT services.

Key Highlights:

·   Responded to Move/Add/Change requests for 15,000 end users.

·   Maintained a thorough understanding of Local Area Networking

 

L-3 Communications Titan Corporation, San Diego · CA                                                               1998 - 2006

WAN Administrator                                                                                                                              2001 - 2006

Reviewed, processed and managed all AT&T orders for corporate LAN (local area network) WAN (wide area network). Performed account troubleshooting and management for Novell NDS. Ensured seamless business continuity by effectively administering corporate-wide Cisco routers and switches spanning 100 locations. Upgraded all Cisco IOS  routers and switches to enhance and ensure system reliability. Managed all Category 5 and Fiber Optic into existing Data Centers.

Key Highlight:

·   Successfully implemented VoIP for Cisco AVVID (Architecture for Voice, Video and Integrated Data) phone system on a single data and voice network.

 

Desktop Support                                                                                                                                  1998 - 2001

Provided desktop support to Corporate Headquarters consisting of over 500 end users.  Oversaw roll-out of Dell computers across the corporation and installed and configured multiple operations system including DOS and Windows 3.x, 95, 98, NT 4, 2000, and XP. Performed troubleshooting and resolved TCP/IP and IPX/SPX connectivity problems.

Key Highlight:

·   Demonstrated exemplary versatility in delivering remote office support for multiple divisions.

 

 

 

 

Computer Land, San Diego · CA                                                                                                         1996 - 1997

PC Technician

Served as Field Technician for the City of San Diego, analyzed, diagnosed and repaired/replaced computer hardware such as motherboards, memory, and modems. Installed and upgraded numerous operating systems, provided desktop support and performed maintenance on HP printers.  Documented service and installation actions by completing forms, reports, logs and records.

Key Highlight:

·   Maintained appropriate competency in contemporary computer technology.

 

CERTIFICATIONS

 

CCVP Candidate (completed QOS, CVOICE, CIPT1, and CIPT2 exams)

CCNA (needs renewal)

MCP, 2000 (Server, Workstation)

Network Specialist Certificate, El Dorado College

HP Printer certifications

A+

 

TECHNICAL SKILLS

 

Operating Systems:                   Windows NT, 4.0, 2000, 2003, 2007

Networking & Protocols:          EIGRP (Enhanced Interior Gateway Routing Protocol), RIP, TCP/IP, Virtual Private Networks

Software & Tools:                      Cisco Call Manager VoIP, Cisco Call Manager Express, ShorTel Phone System, Unity and Unity Connection Voice Mail System, ISI Call Reporting, Web view Call Center Reporting, Cisco IOS, Sniffer Wireshark, ICM Call Center, Software Monet, Work Force Management

Routers:                                       1600, 1800, 2600, 2800, 2900, 3800, 2601, 3945, 4500,

Switches:                                     3524, 3560, 3750, 3760