Paul Bagby
Granite City,Illinois
Summary
Seasoned VoIP Engineer/NOC Emgineer with 27 years of experience designing, implementing, and supporting resilient enterprise voice solutions (CUCM, Avaya, Microsoft Teams) for multi-site environments, achieving 99.99% uptime and reducing telephony costs by 15% through strategic optimizations, SIP trunking, QoS, and automation. Proven ability in complex SIP/RTP troubleshooting, large-scale deployments, and mentoring junior engineers.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Senior Avaya/Network Operations Engineer
Virginia Credit Union
08.2023 - 01.2026
- Perform switch programming within Avaya Communication Manager for Call Routing of incoming and outgoing calls on the PRI’s using Vector, VDN and Automatic Call Distribution (ACD), adding/deleting new voice mail boxes, adding/deleting new Extension/Polycom Conference Phones.
- Designed and implemented Avaya PBX and Call Center solutions (SIP/H.323). Used ASD to design Avaya solutions and worked with third-party vendors for integration with IVR, CTI etc. Provided post-implementation support.
- Served as Project Manager for the configuration and installation of new secure wireless networks to integrate and support all network systems supporting mission critical operations for several high profile stakeholders and supporting admistrative departments.
- Call center support – (Call routing, vectors, IVR, Automated Attendant, call statistics, Avaya CMS knowledge.
- Assisted in migration of on premise Avaya Aura R8 Platform to a Cloud Based Unified Communications (UCaaS) platform.
- Completed phased transition of 2 Admin buildings and over 35 banking branches
- Migration of multiple departments and Contact Center at different scheduled times.
- Porting of multiple carriers (Verizon and AT&T) DID numbers to ownership of Ring Central
- Splunk Monitoring Application for real time streaming analytics of Avaya cloud infrastructure and API’s for more directed troubleshooting into business insights.
- Dynatrace Monitoring Application to predict and resolve problems before they impact users.
- Migration of E911 lines from Verizon PBX copper Connext Cloud Based Unified Communications (UCaaS) platform with Cisco ATA’s (SIP).
- Migration of 48 Fax Machines on Verizon PBX copper lines to Cloud Based Unified Communications (UCaaS) platform with Cisco ATA’s (SIP).
- Decommissioning of all Avaya Aura R8 platform in Data Center and DR site in North Carolina.
- On Call 24/7 rotation to meet needs of customers.
Senior Avaya/Network Operations Engineer
Centene Corporation
08.2020 - 07.2023
- Assisted in migrating 5200 Avaya SIP phones to Cisco SIP phones during an outage of Avaya SIP registration server.
- Analyzed network enhancements and provided recommendations for improvement to the Juniper SRX, Cisco ACI switches and F5 AFM firewalls
- Perform switch programming within Avaya Communication Manager for Call Routing of incoming and outgoing calls on the PRI’s using Vector, VDN and Automatic Call Distribution (ACD), adding/deleting new voice mail boxes, adding/deleting new Extension/Polycom Conference Phones.
- Designed and implemented Avaya PBX and Call Center solutions (SIP/H.323). Used ASD to design Avaya solutions and worked with third-party vendors for integration with IVR, CTI etc. Provided post-implementation support.
- Call center support – (Call routing, vectors, IVR, Automated Attendant, call statistics, Avaya CMS knowledge.
- Third Party Vendor Network/Telecom Support for expansion of vendors agents into all Avaya PBX applications. Firewall requests to allow expanded IP address ranges for agent login and voice calls. Assist in new call center expansions and projects for new lines of business and testing with new agents for better customer satisfaction.
- Nectar Monitoring Application support and project expansion into all three data centers. Building of dashboards for all Avaya onfrastructure.
- Splunk Monitoring Application for real time streaming analytics of Avaya cloud infrastructure and API’s for more directed troubleshooting into business insights.
- Dynatrace Monitoring Application to predict and resolve problems before they impact users.
- On Call 24/7 rotation to meet needs of customers.
Network Operations Engineer
Network Operations Engineer, Staunton, IL
02.2019 - 04.2020
- Analyzed network enhancements and provided recommendations for improvement to the Juniper SRX, Cisco ACI switches and F5 AFM firewalls
- Perform switch programming within Avaya Communication Manager for Call Routing of incoming and outgoing calls on the PRI’s using Vector, VDN and Automatic Call Distribution (ACD), adding/deleting new voice mail boxes, adding/deleting new Extension/Polycom Conference Phones.
- Designed and implemented Avaya PBX and Call Center solutions (SIP/H.323). Used ASD to design Avaya solutions and worked with third-party vendors for integration with IVR, CTI etc. Provided post-implementation support.
- Call center support – (Call routing, vectors, IVR, Automated Attendant, call statistics, Avaya CMS knowledge)
- Assessed technical specifications, priced options, coordinated with multiple end users and installed new and modified Avaya hardware, software, and programming modules for the telecommunications systems.
- Oversees the installations, maintenance, and testing of all Headend/Data Center and remote/node sites for the delivery of voice, video, and broadband services including Terrestrial and Satellite Transmission, RF, Analog/Digital Video, 8VSB, MPEG-2, MPEG-4, Docsis 3.0, DWDM, RFOG, GPON, and Arris C4 CMTS.
- Trouble shoots Data, Video and Voice circuits on Hybrid Fiber Coax, Fiber and Twisted Pair infrastructure and services to be maintain State and Federal regulatory standards.
- Manages continuous operation of receiving, transmission, content origination and broadband equipment by overseeing maintenance of existing equipment, and installation and acceptance testing of new equipment.
- Installs and troubleshoots network level systems including LAN/WAN technology, IP addressing schemes, subnetting, industry standard routing protocols, software, hardware and servers.
- Provides vulnerability management and responds to cybersecurity intrusions such as spoofing and phishing attacks using Wireshark, Sniffer, and Netscout.
- Provides systems integration and migration, as well as monitors equipment logs for traffic and performance on Metaswitch, Calix, Nortel Optera Transport Network, Cordell Alarm Systems, DOCSIS, and Video Networks to troubleshoot and quickly remedy issues for businesses and government customers within Macoupin County, Illinois.
- Clients: BJC Healthcare & Madison Communications
Network Operations Center Engineer Tier III
Charter Spectrum, Broomfield, CO
03.2018 - 12.2018
- Responsible for the implementation of approved network architecture and designs including input for the planning, forecasting, identification of resource requirements, and adherence to protocols for network systems of high complexity within a fast paced centralized NOC supporting Spectrum Guide services.
- Analyzed network enhancements and provided recommendations for improvement to the Juniper SRX, Cisco ASA and F5 AFM firewalls.
- Integrated communication architectures, topologies, hardware, software, transmission and signaling links and protocols into complete network configurations.
- Applications: Remedy, Scope, RIO, DRUM, Insight, SPLUNK, Kibana, Asset Tracker, SWORD, ICINGA, Mototerm, Spectrum Navigator, CLMS, MS Office suite, Cisco DNCS (DRACO), DAC (Motorola) Leads in the development and documentation of technical standards and implements approved methods of procedure.
- Trained and mentored new and junior staff.
Network Design Engineer
Boeing Berkely, MO
04.2016 - 02.2018
- As part of the Global Network Operations Transport Team, applied advanced knowledge of related industry specifications and standards IEEE, ANSI, Physical Media (Multimode Fiber, Singlemode Fiber, UTP, etc.) bridging, switching, routing ethernet and transport technologies and protocols including PRI, SIP trunking, OSPFv3, EIGRP, RIPv3, BGP.
- Implemented Avaya G450, G350, S8730, S8800, S8300, MMS, Session Border Controllers (SBC), IP Office 500, Avaya Partner.
- Upgraded Avaya Communication Manager's to the latest version.
- Served as Project Manager for the configuration and installation of new secure wireless networks to integrate and support all network systems supporting mission critical operations for several high profile stakeholders and supporting administrative departments.
- Provided incident/problem management support in preventative proactive and reactive maintenance to meet service restoration and network availability objectives using network analysis and monitoring tools.
- Conducted site surveys, planned, engineered and designed multiple systems for voice, data, video, wireless, paging, fire alarm, and security, using all the applicable codes and standards to support administrative, warehouse, and mission critical buildings.
- Supported the network design team and vendors to upgrade bandwidth from OC48 fiber ring to 10 Gig Ethernet to increase bandwidth efficiency in the administrative buildings.
- Designed the structured cabling systems for administrative and data centers within the campus LAN, including entrance facilities, backbone pathways, backbone cabling, horizontal pathways, horizontal cabling, outlets and connectors, equipment rooms, telecommunication rooms and cross-connect facilities.
- Served as a liaison and provided technical support for the FAA Telecommunications Infrastructure (FTI) program, which included upgrades to the T1 circuits at Lambert Field.
- Installed and verified bandwidth upgrades supporting the C17 simulators, which included wireless networks.
Lead Laboratory Network Engineer
Charter Communications, Olivette, MO
03.2014 - 03.2016
- As a lead engineer within the Video Operations Team, designed and modified the configuration and support of advanced video equipment including video on demand (VOD), controllers, multiplexing, digital transport, Quadrature Amplitude Modulation (QAM), WAM, CSG, VOIP, OSPFv3, EIGRP, RIPv3, BGP.
- Developed, designed and validated electronic systems including audio, video and other multimedia equipment, firmware, guide cloud, application upgrades and regression testing on Motorola, SA, Cisco and Pace STBs.
- Performed in depth analysis of equipment/user interaction via manufacturer test command sequences and ad-hoc testing on Arris and Ericsson VOD transport via DOCSIS and DSG gateway tunnels.
- Configured wide area network (WAN), local area network (LAN) routers, and related equipment.
- Conducted daily testing and configuration of Cisco Fabric Extenders (FEX), DAC, RADD, DNCS, CISCO 2600, Nexus 7000, ULS 5108, Slingbox 500, Web Power Switches, QAM.
- Worked with the engineering team and vendors to identify, resolve and escalate operational and design issues through data analysis and recommend solutions to make systems more efficient.
- Performed detailed problem diagnosis, tracked and updated problems in JIRA project management software.
- Developed problem resolution procedures required to meet serviceability requirements.
- Maintained optimal RF levels by performing frequent plant feed and equipment measurement testing via spectrum analysis and attenuation.
Utility Technician
Utility Technician Precoat Metals & US Steel
04.2013 - 11.2013
- Documented production records to determine productivity of materials produced, as well as projected needs of additional materials to meet future orders.
- Monitored operation of industrial machines to detect malfunctions and conducted repairs to ensure production schedules were maintained.
- Inventoried finished products and conducted quality checks to verify conformance to quality standards.
- Operated industrial machinery used in the production process.
- Assisted with demolition and installation of new end flu bricks in coke ovens.
Tier 2 Help Desk/Business Solutions Team
Charter Communications, Town And Country, MO
03.2012 - 03.2013
- Provided advanced troubleshooting techniques to resolve or route issues pertaining to network connectivity, including Voice Over IP (VOIP) switches for Charter customers including administrative offices, entertainment venues and hotels.
- Configured and defined parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment. Configuration of DOCSIS modems for business and residential customers.
- Planned and installed multiple low-voltage systems for voice, data, video, wireless, paging, fire alarm, and security, using all the applicable codes and standards.
- Worked with the engineering team and vendors to identify, resolve and escalate operational and design issues through data analysis and recommend solutions to make systems more efficient.
- Performed detailed problem diagnosis using diagnostic testing software and equipment, tracked and updated problems in Remedy ticketing software.
- Developed problem resolution procedures required to meet serviceability requirements.
- Worked in production account software, CSG, Salesforce, building services for business and residential accounts.
- Setup business Virtual PBX hunt groups and calling features in Broadsoft and Cisco Call Manager.
Telecom/Network Engineer
AT&T Maryville, IL
02.1996 - 08.2011
- Senior Project Manager utilizing experience in end to end network infrastructure leading Field Services teams within three states to install Cisco CPE, Cisco Unified Communication systems, Wifi, Data Center Route/Switch, Fiber interconnect, Cisco 1002 and ALU 7705 routers.
- Installed and repaired all voice and data circuits in U-verse VDSL, integrated digital TV, VoIP services copper, fiber supporting AT&T networks.
- Researched issues on various PBX systems and routers to resolve complaints and answer inquiries.
- T1 and Fiber interconnect, Cisco 1002 or ALU 7705 routers; computer support experience including: PC hardware and configurations, troubleshooting, telnet e-connect; and power experience including: Galaxy, Lorain, Emerson DC distribution systems, and troubleshooting. PRI/T1/E1 Circuits/Signaling Protocols (MPLS/SIP/H.323/H.234)
- Provided trouble isolation, after hours support, design, configuration and implementation support for customer infrastructure and integration with other services.
- Served on-call/24 hr duty for cell site network repair for all AT&T cell sites.
- Advised AT&T Sales team, AT&T Life Cycle Management team, Contact Center team and the customer’s IT Support teams.
Field Artillery Meteorological Crewmember
US Army Ft. Hood, TX
06.1992 - 06.1995
- Completed combat and advanced training as a Field Artillery Meteorological Crew member.
- Maintained all electronic equipment with government clearance to handle sensitive equipment.
- Honorably discharged from active duty.
Education
Applied Science -
SWIC
Granite City, IL01.2016
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AT&T TRAINING CENTERS
Maryville, IL08.2011
Skills
- Disaster recovery planning
- Real-time network analysis
- Network optimization
- Incident response management
- SLA design and monitoring
- Resource optimization
- Mentorship development
- System configuration management
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 3 in the development of UCaas/CCaas project.
- Achieved E911 copper lines migration to UCaas Cloud by completing telecom and firewall configuration with accuracy and efficiency.
- Achieved triage of level 2/3 network issues through effectively helping with outages.
Certification
- HVAC experience
- AC/DC voltage
- Cat 5/6e Fiber Splicing training
- CCNA certification
- Pursuing CISSP and CCNP
- Calix GPON E7
- IP Transport trained
- AT&T Training Centers from Maryville, IL - Feb 1996-Aug 2011
- Continuous training on wireless, copper and fiber telecommunications applications.
Languages
English
Full Professional
Timeline
Senior Avaya/Network Operations Engineer
Virginia Credit Union
08.2023 - 01.2026
Senior Avaya/Network Operations Engineer
Centene Corporation
08.2020 - 07.2023
Network Operations Engineer
Network Operations Engineer, Staunton, IL
02.2019 - 04.2020
Network Operations Center Engineer Tier III
Charter Spectrum, Broomfield, CO
03.2018 - 12.2018
Network Design Engineer
Boeing Berkely, MO
04.2016 - 02.2018
Lead Laboratory Network Engineer
Charter Communications, Olivette, MO
03.2014 - 03.2016
Utility Technician
Utility Technician Precoat Metals & US Steel
04.2013 - 11.2013
Tier 2 Help Desk/Business Solutions Team
Charter Communications, Town And Country, MO
03.2012 - 03.2013
Telecom/Network Engineer
AT&T Maryville, IL
02.1996 - 08.2011
Field Artillery Meteorological Crewmember
US Army Ft. Hood, TX
06.1992 - 06.1995
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AT&T TRAINING CENTERS
Applied Science -
SWIC