Afrina Khan Sharlin
Raleigh,USA
Summary
Experienced Voice and Network Engineer with 5 years supporting unified communications and network operations in enterprise environments. Proven experience in VoIP/Cisco Collaboration, VMware virtualization, Windows Server administration, ServiceNow-driven incident management, vulnerability monitoring (Tenable), and vendor/circuit coordination. Regularly provided weekend and after-hours system administration support and incident triage for critical services.
Overview
6
6
years of professional experience
1
1
Certification
Work History
System Administrator
Optum, United Health Group
12.2022 - 03.2025
- Provided weekend and after-hours operations support, performing incident triage, escalation, and coordination for critical system alerts.
- Patched Windows Server 2012 instances via AWS managed services and manual procedures during off-peak windows to address vulnerabilities.
- Provisioned and deprovisioned user accounts across NDC SILOs, maintaining access controls and account hygiene.
- Monitored vulnerabilities using Tenable reports and coordinated updates (.NET, Azul Zulu) during maintenance windows.
- Performed regular system sanity checks to ensure availability; monitored and reported outages and initiated GTOC meetings for urgent incidents.
VoIP Operations Specialist
HCL Tech America
08.2022 - 07.2024
- Managed circuit implementation and disconnect lifecycle for a major financial client, coordinating vendors and carriers to meet deployment timelines.
- Coordinated installs, migrations, upgrades, and enhancements across vendor network services while maintaining SLA compliance.
- Tracked and administered multiple network service orders using Telecom Expense Management tools to support billing reconciliation and order accuracy.
- Extracted and analyzed ServiceNow data to build outage and performance reports, improving visibility for incident response.
- Provisioned and registered Cisco IP phones and Webex softphones, managed Unity voicemail accounts, and troubleshot EM profile, PIN resets, and Jabber login issues.
- Updated ServiceNow incidents with concise technical narration throughout the ticket lifecycle to support timely resolution and escalation.
Unified Communication Engineer
DISYS, USA
06.2021 - 09.2022
- Provisioned Cisco IP phones and softphones (CIPC), managing full MACD lifecycle and ensuring consistent call registration.
- Monitored and resolved day-to-day service requests and tickets using ServiceNow, documenting troubleshooting steps and root causes.
- Managed call center agent profiles, team assignments, skill-set mapping, and application user linkage to support contact center operations.
- Updated phone templates, hunt lists, and end-user profiles to optimize call routing and user experience.
- Created knowledge base articles and maintained project documentation to standardize runbooks and troubleshooting procedures.
Voice and Network Engineer (Remote)
Voicebootcamp, NV
06.2019 - 04.2021
- Administered Cisco VoIP systems including call routing, registration troubleshooting, voicemail, and Unity provisioning to minimize service disruption.
- Configured VLANs and switches and performed network maintenance tasks to support segmentation and network topology.
- Performed in-depth troubleshooting across VoIP and networking platforms using RTMT and Wireshark for root-cause analysis.
- Supported VMware vCenter deployments and managed server patching, recovery, and upgrades for virtual infrastructure.
- Led documentation efforts for process changes and technical guides to improve team knowledge transfer.
Education
Master of Engineering - Computer Networks
Toronto Metropolitan University
Bachelor of Science - Electrical and Electronic Engineering
Ahsanullah University of Science & Technology
Skills
- Telecom/Networking: Cisco Call Manager, Unity Connection, VoIP, SIP/SCCP endpoints, Cisco Webex, CSR1000v, CUBE, NOC monitoring
- Network Protocols: RIP, OSPF, EIGRP, BGP, NAT/PAT, VPN, IPSec, GRE Tunnel, VLAN
- Network Tools: SolarWinds, Wireshark, RTMT, PuTTY, SSH, DNA (Cisco Dialed Number Analyzer), Tenable, AWS ELK/Kibana
- Operating Systems: Windows Server 2012, Linux, Active Directory, DHCP, DNS
- Virtualization: VMware vSphere (ESXi 55–67), vCenter Server, VSS, VDS
- Ticketing & Reporting: ServiceNow, Remedy, MS Excel, MS Teams
- Other Skills: Telecom lifecycle management, vendor coordination, outage reporting, SLA adherence, provisioning tools, MS Office Suite
Certification
- Cisco Certified Network Professional (CCNP – Collaboration)
- Cisco Certified Network Associate (CCNA – R&S and Collaboration)
Training
VMware vSphere: ICM – Install, Configure, Manage
Timeline
System Administrator
Optum, United Health Group
12.2022 - 03.2025
VoIP Operations Specialist
HCL Tech America
08.2022 - 07.2024
Unified Communication Engineer
DISYS, USA
06.2021 - 09.2022
Voice and Network Engineer (Remote)
Voicebootcamp, NV
06.2019 - 04.2021
Bachelor of Science - Electrical and Electronic Engineering
Ahsanullah University of Science & Technology
Master of Engineering - Computer Networks
Toronto Metropolitan University