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RUBY  CAMACHO

309 Foxtail Dr.

Mooresville, NC 28001

980-225-1230

E–mail: ruby.camacho@gmail.com

CAREER OBJECTIVE:

                To obtain a position in an aggressive industry in which I can continue to expand my knowledge of VOIP and IPT while working to get the necessary certifications.  My ultimate goal is to advance on to designing, implementing and supporting voice and data networks.

MAJOR CONSULTING ASSIGNMENTS:

Wells Fargo, Charlotte, NC

June 2010 – Present

Network Operations Analyst

·         Provide Tier I support for all Trader Voice Infrastructure and applications including but not limited to IPC Alliance 15.3 including IQ-MX, IQ-MAX and BRI turrets, Nortel PBX, Cisco Call Manager, Cisco Unity Connection and NICE Call Recording

·         Responsible for assisting in all changes and support for multiple Trader Voice Services locations

·         Confer with vendors and management regarding the requirements for service integrity

·         Update and maintain all team databases

·         1st line of support for all support and MAC requests

·         Track status of all service requests and troubles to ensure our customers are restored in accordance with Voice Services SLA's

·         Proactively monitor all locations to ensure equipment and service is operational

·         Collaborate with peers, managers and customers to ensure business goals are met

Pfizer Inc., New York, NY

August 2006 – May 2010

Cisco IPT Voice Operations Engineer

·         Executive Level Support - timely diagnosis and resolution of high-level end user issues

·         Provide operational support (moves, adds and changes) of Cisco CallManager 6.1(3), Octel 350 voicemail, Extension Mobility, VG224 and VG248 analog gateways for multiple sites

·         Configuration and installation of Cisco phone devices and voicemail boxes

·         Support of client trouble tickets

·         Escalation of critical and unresolved issues

·         Support of group migrations which are performed after normal business hours

·         Maintain telephone and other peripheral inventory using Expense Management System (EMS) tool.

·         Prepare standards of practice documentation

·         24/7 monitoring and support of production devices and SLA ticketing

·         Support and maintain daily and monthly systems backup schedule

·         Support for upgrade and patching of IPT systems when required

Projects include –

·         Reclaim unused analog ports from vacated sites

·         Track requests handled by Hewlett Packard

·         Coordinated project to find missing IPT devices

·         Conducted inventory for CUOM 6.x upgrade

·         Identified devices after 6.x upgrade cluster  re-classification

·         Track inventory entries made by Hewlett Packard in Expense Management System (EMS)

Lehman Brothers, Jersey City, NJ

April 2006 – July 2006

IPT Engineer

·         In charge of an intra-cluster migration of 200 upper-level management users which included migrating to Cisco IP phones, SoftPhones, IP Communicator, Polycom Conference phones and other proprietary software

·         In charge of migrating all SoftPhone users to IP Communicator

·         Lead in the implementation of new CallManager Subscriber and Cisco VG248 Analog Gateway in Mumbai, India

·         Configured gateways for new E1 Qsig cards installed in New York branch

·         Configured Cisco 800 series routers for use with IPC turrets and VPN Phones

·         Configured IPC turrets for home-based users

Blue Cross Blue Shield of Western New York/HealthNow, Buffalo, NY

October 2005 – November 2005

IPT Engineer

·         Supported in the implementation of Cisco CallManager 4.1 and Unity 4.0 for 750 users

·         Performed routine tasks under the direct supervision of Senior Level Engineers

·         Acted as a front-line interface to end-users for training in application and hardware use

·         Accepted trouble tickets and dispatched them to appropriate personnel or worked and completed myself

·         Supported in diagnosing and troubleshooting problems on Cisco servers when directed

·         Interacted with carriers and end-users to report events and/or resolution of events

·         Participated in tracking and prioritization of ticket-handling

Ann Taylor, New York, NY

July 2005 – September 2005

IPT Engineer

·         Provide operational support of Cisco CallManager 4.0 and Cisco Unity 4.0 voicemail system for 1200 users in 2 locations with emphasis on creating 355 public distribution lists for Home and Field Personnel

·         Loaded patches when necessary

·         Responsible for day to day monitoring of systems including troubleshooting and reading trace files

·         Interfacing with Cisco TAC

·         Documented daily and monthly operating procedures

·         Maintain necessary communications accounts for stores, home and field office personnel including mobile phones and Blackberrys

JP Morgan Chase, Jersey City, NJ

May 2004 – January 2005

IPT Engineer

·         Responsible for the support and maintenance of Cisco CallManager 4.0, Extension Mobility, Unity 3.0 and Personal Assistant for 4000 users in 2 locations

·         Loading patches

·         Responsible for day to day monitoring of systems via Prognosis including troubleshooting and reading trace files

·         Assisting helpdesk with 2nd level support

·         Interfacing with Cisco TAC

·         Performing monthly maintenance routines, documentation, and writing procedures

Barnes & Noble College Booksellers, Inc., Basking Ridge, NJ

January 2003 – May 2004

Telecommunications Coordinator

·         Responsible for the support and maintenance and moves, adds and changes of Home Office Nortel Option 61C Meridian and Cisco CallManager 3.3, Unity 3.1and Callxpress/NT Voice Processing System for 350 users

·         Lead Project Manager responsible for the procurement, installation and maintenance of telecommunications hardware and software for approximately 450 college bookstores throughout the country acting as a liaison between Home Office/Field and vendors

·         Responsible for telecommunication billing and analysis

·         Prepared and coded monthly invoices

·         Verified processing of store Supply Line orders

·         Created and distribute reports from call accounting system

·         Maintained necessary communications accounts for stores

·         Printed Text net Transfer documents

·         Processed and printed daily/weekly vendor checks

Staples Business Advantage, South Hackensack, NJ

November 2002 – January 2003

Customer Service Representative

·         Handled the business transactions in connection with Fortune 500 customers' accounts including placing orders, tracked orders, credit and returned shipments, telephone and correspondence order work

·         Discussed billing inquiries, other inquiries and complaints

Birch Telecom, Beaumont, TX

August 2000 – March 2002

Field Operations Technician II

·         Performed all service work associated with local, long distance and Internet services

·         Responsibilities included the completion of all service work in a professional and efficient manner, installed equipment, routers, channel banks, single line devices, installed, tested and repaired DDS, T1, T3, ISDN, DSL, CAT5 and CAT3 wiring

·         Assisted in maintenance and operation of Birch's Local Service Area Co–Locate and Metro Local Service Area office

·         Assured the needed inventories were delivered, installed correctly, and all customer expectations were met, delivery of quality work, customer satisfaction and quality checks on own work completed professional interaction with customers, reported to dispatch and or NOCC any information needed to assure quality service, protecting all assets of Birch, any field work in need of completion or attention as assigned by manager

Volt Telecommunications Services, Silsbee, TX

April 1997 – August 2000

Telecommunications Technician

·         As a contractor hired by national and international telecommunication companies my duties included installing, testing and repairing DDS, T1, T3, ISDN, DSL, CAT5 and CAT3 wiring, DSL and equipment for residential and commercial accounts

·         Prepared records, reports and handled other generally associated operations and work assignments

Southwestern Bell Telephone, Beaumont, TX

December 1992 – April 1997

Customer Service Technician

·         Performed installation, testing and maintenance on residential, commercial, pole and buried line plant, cable sheath, conductors and terminations, service wire, power and telephone equipment and associated wiring

·         Removed and rearranged wiring on cable plant and on distributing frames when required

·         Prepared records and reports as necessary, handled other generally associated operations and work assignments

·         Demonstrated and made sales recommendations of additional equipment and services to customers

WORK RELATED EXPERIENCE:

I’ve supported and maintained IPC Alliance 15.3, Cisco CallManager 3.0 – 6.1(3), Cisco Unity Voicemail 4.0, Cisco Unity Connection 7.1, Octel 350, Nortel Option 61C, Callxpress/NT Voice Processing System,

EDUCATION:

JERSEY CITY STATE COLLEGE, Jersey City, New Jersey – 1982 – 1985

                – Major: Business Administration

REFERENCES:

Available upon request

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