Heather Hall

• Primary SME for the U.S. Genesys Cloud CX environment.
• Design and maintain Architect call flows, IVRs, routing strategies, callbacks, schedules, emergency routing and queue logic.
• Develop REST API Data Actions to automate contact center processes.
• Administer SIP trunks, BYOC Cloud, recordings, transcription, reporting and outbound calling.
• Support Cisco CUCM, Unity Connection, gateways, SRST, RTMT, analog devices, paging and fax.
• Lead troubleshooting of complex SIP, carrier interoperability and contact center issues.
• Support Talkdesk administration and migration initiatives where required.

• Provided senior escalation support for CUCM, Unity Connection, UCCX, IM&P, Expressway, and gateways across Fortune 500 environments.
  Conducted upgrades, migrations, and certificate renewals alongside LDAP/SSO integration efforts.
  Mentored junior engineers and developed detailed operational documentation for improved processes.
  Addressed complex SIP voicemail routing and endpoint registration challenges proficiently.
  Supported multiple Cisco collaboration environments to maintain high availability and reliability.

• Responsible for incident resolution across large customer base.
• Responsible for following change management process and implement changes accordingly.
• Responsible for managing individual change and incident queue.
• Responsible for updating ticketing system with detailed oriented notes.
• Take escalations from our service desk in a fast-paced environment.
• Collaborate with internal Operations teams to deliver a customer focused managed service.
• Collaborate with internal development and product teams to continuously evolve our Platform.
• Develop procedural documentation for change implementation.
• Mentor and provide technical guidance to junior engineers.
• Support Cloud and Hybrid Products: Cisco WebEx, Jabber IM (Cloud), CMR Cloud and Hybrid, Spark Services (Call, Message, Meet), hybrid services and along with phone and conferencing end points connected to the cloud.

• Oversaw support for clustered Cisco collaboration environments using UCCE and Acme SBCs.
  Handled CUCM, Unity Connection, IM&P, CER, and Finesse support tasks.
  Executed upgrades during scheduled maintenance windows to optimize performance.
  Reviewed production systems regularly to ensure operational effectiveness.

• Provide highest-level technical support to help resolve complex customer problems from on-prem to Cisco Cloud.
• Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support.
• Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use.
• Identify and work with BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution.
• Coach and mentor others to help them advance in their career.
• Participate in delivering and exceeding customer service level commitments.
• UC Subject Matter Expert for 3 leaf and 1 SME clustered environment integrated with UCCE and ACME SBC's.
• Top level engineer for all CUCM issues in the environment and assisted other SME's when CUCM was involved; also assisted as SME for Finesse, Cisco Emergency Responder, IM & Presence, and Cisco Unity Connection.
• Attends daily production review to provide updates on all P0/P1/P2 issues affected the CUCM environment.
• Implements all upgrades and maintenance related to the CUCM environment.
• Provided High Touch Technical Support to US Federal Government Customers on their UC environments.
• Some customers have closed sites that will require you to work with the customer through audio only and with no logs or debugs available to the HTTS Engineer.
• Other customers can provide logs through SIPR, which the HTTS Engineer must work with a cleared Engineer to access these logs.
• UC environments include CUCM, CUCN, CER, IM&P, UCCX, UCCE, PCA, PCD, PLM, PPM, Webex, Telepresence, VCS, and more and HTTS Engineer must be able to assist on all technologies.
• Many issues result in the Engineer needing to perform a recreate of the customer problem in a lab environment to isolate the issue and resolve.

• Troubleshooted issues for multiple clients with CUCM (up to version 10.x & 11.0), Cisco Unity Connection (up to version 10.x & 11.0), Cisco Emergency Responder (up to version 10.x), CUPS/IM & Presence, including resolving issues with SIP, MGCP, H.323, SCCP gateway.

Handled all upper level troubleshoot break/fix voice issues on CUCM, CUCX, UCCX, CUPS/IM & Presence, CER, QM, CFM, CFO, and Cisco Voice Gateways for multiple customers.

Customers environments included using Cisco Jabber, SIP and SCCP phones, MGCP backhauled

to CM, H.323 gateways, Rightfax, Telestrat call recording, SimpliCTI click to dial, Cisco Telepresence, SIP trunking on Cisco CUBE’s, and ISDN PRI’s.

Worked on maintenance, change management, and upgrades for customer’s environments.

Worked on projects such as creating new IVR scripts for customers and new site configurations in the UC systems and gateways.

Led tier 2 RMS voice operations desk for JP Morgan Chase’s voice network.

Troubleshot break/fix issues on CUCM 4.1-8.6, Cisco gateways, switches, and Acme SBCs.

Utilized Cisco UC integration for Microsoft Communicator SIP and SCCP phones with MGCP backhauled to CM.

Managed SIP supertrunk routing for incoming and outgoing calls via ISDN PRIs and SAF forwarding.

Pulled traces and statistics from RTMT and Q931 debugs for effective troubleshooting.

• Unified Attendant Console, CUBE, Cisco Telepresence Infrastructure, Cisco Jabber, WAN and QOS issues.
• Handled all upper level troubleshoot break/fix voice issues on CUCM, CUCX, UCCX, CUPS/IM & Presence, CER, QM, CFM, CFO, and Cisco Voice Gateways for multiple customers.
• Customers environments included using Cisco Jabber, SIP and SCCP phones, MGCP backhauled to CM, H.323 gateways, Rightfax, Telestrat call recording, SimpliCTI click to dial, Cisco Telepresence, SIP trunking on Cisco CUBE's, and ISDN PRI's.
• Worked on maintenance, change management, and upgrades for customer's environments.
• Worked on projects such as creating new IVR scripts for customers and new site configurations in the UC systems and gateways.
• Shift Lead for a Tier 2 RMS Voice Operations Desk, managing JP Morgan Chase's voice network.
• Troubleshot break/fix voice issues on CUCM 4.1-8.6, CUC and CUE, Cisco Voice Gateways, Cisco switches, and ACME SBC's in an environment using Cisco UC Integration for Microsoft Communicator, SIP and SCCP phones, with MGCP backhauled to CM, SIP supertrunk routing incoming calls through the ACME SBC's, outgoing calls going out through ISDN PRI's, and SAF Forwarding and Call Control Discovery used to route internal calls and MWI.
• Routinely pulled traces and stats from RTMT and q931 debugs from gateways for troubleshooting.
• Also troubleshot MAP alarms from CUC servers and voice gateways.
• Managed and reported the handover for the Tier 2 RMS Desk every morning during the General Handover call for JPMC.
• Member of a Global Service Desk responsible for Tier I triage of LAN/WAN and Voice.
• Maintain and troubleshot VoIP and IPT technologies using Cisco Unified Communications Manager 8.5, Cisco Unity 8.5, and Cisco Emergency Responder.
• Support core voice and data, including LAN/WAN/CAN network devices used for voice, video, and data communications.

• Monitor and respond to hardware alarms for LAN/WAN networks by providing Tier I triage.
• Member of the voice and network engineering department for BB&T's VoIP conversion project.
• Created router and switch configurations for Cisco VoIP systems.
• Updated, maintained, and troubleshot Cisco Unified Communications Manager, Cisco Unity, and Cisco Emergency Responder configurations.
• Deployed entire site IP phone configs with batch uploads in CUCM then QA'd the configs.