Christopher M. Wood
Orlando,FL
Summary
Driven, innovative and resourceful professional seeks management position within Collaboration in order to apply diverse portfolio of technical, managerial, and customer service expertise.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
UC/COLLABORATION TEAM LEAD
PRESIDIO
ORLANDO, FL
04.2022 - Current
- Directed and supervised team of 4 Engineers engaged in troubleshooting high priority issues for Managed Services customers.
- Evaluated team of 4 engineers with weekly auditing of tickets, 1:1 meetings to promote individual growth and mentoring.
- Provided yearly reviews for engineers to score current and future growth goals and expectations.
- Maintained split role of team lead and engineer by handling high priority issues and requests weekly to establish necessary team support.
COLLABORATION ENGINEER
PRESIDIO
ORLANDO, FL
10.2018 - 04.2020
- Installed and configured CUCM, CUC, IM&P, CER, and UCCX for contracted customers
- Provided coordinated upgrades for CUCM, CUC, IM&P, CER, and UCCX for contracted customers
- Configured and maintained Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways for new and existing customers
- Handled daily troubleshooting/support of Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways
- Maintained daily support for users with an array of Cisco applications that included Cisco Unified Communications Manager and Cisco Unity Connection, Cisco Jabber, Cisco Unified Contact Center Enterprise, Cisco Jabber, and Cisco IP Communicator
VOICE/COLLABORATION ENGINEER
VEYTEC
ORLANDO, FL
05.2018 - 10.2018
- Installed and configured CUCM, CUC, IM&P, CER, and UCCX for contracted customers
- Provided coordinated upgrades for CUCM, CUC, IM&P, CER, and UCCX for contracted customers
- Configured and maintained Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways for new and existing customers
- Handled daily troubleshooting/support of Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways
- Maintained daily support for users with an array of Cisco applications that included Cisco Unified Communications Manager and Cisco Unity Connection, Cisco Jabber, Cisco Unified Contact Center Enterprise, Cisco Jabber, and Cisco IP Communicator
SENIOR VOICE ENGINEER
VERITAS, HEATHROW
, FL
10.2015 - 05.2018
- Led the configuration, migration, and support of Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC) during our separation from our parent company Symantec for 32 global locations
- Led the configuration and migration for Jabber/IM & Presence rollout with SSO dependencies
- Assisted with the migration of SIP trunks from one carrier to another for Unified Contact Center Enterprise (UCCE) which included proper coordination of department/queue changes and DID changes within an active production environment for North America, EMEA, and APJ
- Configured and maintained Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways for new and existing site locations
- Handled daily troubleshooting/support of Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways
- Maintained daily support for 9000+ users with an array of Cisco applications that included Cisco Unified Communications Manager and Cisco Unity Connection, Cisco Jabber, Cisco Unified Contact Center Enterprise, Cisco Jabber, and Cisco IP Communicator
- Created and maintained internal documentation/SOPs for voice and network service components, software, and troubleshooting
- Handled ordering and maintenance/refresh cycle of Cisco Voice/Network equipment
- Maintained internal inventory of Cisco Voice/Network equipment to regulate cost and deployable assets
- Managed ticketing queue assignments for entire team as well as monitored and maintained SLA requirements to meet business quality standards
MACD DELIVERY CENTER ENGINEER
PRESIDIO
ORLANDO, FL
03.2014 - 10.2015
- Monitored alerting tools for customers’ voice and network equipment and took necessary steps to troubleshoot and open carrier tickets for outages and failures on the monitored equipment
- Handled incoming calls and emails from customers regarding new and existing issues or requests
- Implemented customer phone and voicemail migrations for new and existing locations
- Provided daily troubleshooting support on routers, switches, firewalls, phone and voicemail systems, and resolved issues or escalated to tier 2 support when necessary
- Created carrier/vendor tickets on customer equipment and assisted until completion/resolution
- Responsible for handling medium and high-level priority assignments from our internal ticketing queue, and maintaining SLA requirements to meet business quality standards for our customers
VOICE CUSTOMER SUPPORT ENGINEER
THE SELECT GROUP/CISCO SYSTEMS, RESEARCH TRIANGLE PARK
, NC
01.2013 - 03.2014
- Maintained support for clients with and array of Cisco applications that included Cisco Unified Communications Manager and Cisco Unity Connection, and IP Communicator
- Assisted in support for clients during 1000+ IP phone implementation projects
- Provided daily troubleshooting support of client’s phone, voicemail, and headset issues and requests
- Managed ticketing queue assignments for entire team as well as monitor and maintain SLA requirements to meet business quality standards
IT NETWORK/VOICE ANALYST
CORNING INCORPORATED, CORNING
, NY
11.2008 - 10.2012
- Developed and implemented performance enhancing Standard Operating Procedures that drove department efficiency
- Led installation, removal, and maintenance of company’s Analog, Digital and VOIP network systems
- Configured and deployed Cisco routers and VG224 Analog Gateways for enterprise network
- Scheduled and coordinated office moves for Fortune 500 executives
- Led large telephony migrations from Avaya(PBX) to Cisco(IP) cutovers
- Solved internal customers’ urgent phone and voice-mail technical issues by providing reliable troubleshooting advice
- Utilized internal ticketing system to create and troubleshoot user issues and requests along with system outages and infrastructure changes
- Provided timely assistance and insights to deliver exemplary customer service
- Handled Vendor Management of Wireless Mobility Accounts for AT&T and Verizon along with internal management of wireless account and for employees
- Responsible for testing and troubleshooting of mobile devices company-wide to ensure the best products and services for employees
- Created and maintained internal documentation for voice and network service components, software, and troubleshooting
Education
Associate Degree of Science - Liberal Arts and Humanities
Corning Community College
Skills
TECHNICAL SKILLSundefined
Certification
ITIL v3 Foundation
Timeline
UC/COLLABORATION TEAM LEAD
PRESIDIO
04.2022 - Current
COLLABORATION ENGINEER
PRESIDIO
10.2018 - 04.2020
VOICE/COLLABORATION ENGINEER
VEYTEC
05.2018 - 10.2018
SENIOR VOICE ENGINEER
VERITAS, HEATHROW
10.2015 - 05.2018
MACD DELIVERY CENTER ENGINEER
PRESIDIO
03.2014 - 10.2015
VOICE CUSTOMER SUPPORT ENGINEER
THE SELECT GROUP/CISCO SYSTEMS, RESEARCH TRIANGLE PARK
01.2013 - 03.2014
IT NETWORK/VOICE ANALYST
CORNING INCORPORATED, CORNING
11.2008 - 10.2012
Associate Degree of Science - Liberal Arts and Humanities
Corning Community College
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