Joseph Laguerre

PO BOX 527419
Flushing, NY 11352
917-651-4886 Cell
creativemind114@hotmail.com

OBJECTIVE:

To obtain a position as a Cisco Voice as a UC/ IP Contact Center Engineer within a

company where my hands-on experience and recent educational accomplishments can
be utilized and where I can achieve a long-term career.

PERSONAL: I am a highly motivated person capable of providing high-level of supporting but

not limiting to: Cisco VOIP Design, Implementation VOICE network with UC, call routing, Dial
plan, E.164, Device and Unified Mobility, User management, user features,Advanced features
and Extension Mobility, EMCC,Geolocation, Securing uc, Upgrade/Migration and bulk
administration tool, BAT also UCCX, IP Contact Center, CTI, and IP/IVR, Unified Contact.
Center in enterprise, Unity Connection, implementing Cisco IM&P and Jabber, Expressway, and
TMS. Dial Plan, route group, Local route group and standard local route group, LRG and
SLRG, SAF AND CCD, digit manipulation, translation rule and translation profile.
Skills: User endpoints and UC/ UCS and UCSM: CUCM 6.X, 6.0, 7.0, CUCMBE 8.X, CUCM
8.6, and CUCM 9.x, and CUCM10.5.2, Cisco Unity Connection 7.x, 8.x, SME Leaf, 9.x,and10.x
Implementing Gateways and Gatekeepers, Unified Contac Center Express, UCCX, Cisco IP
Auto Attendant, call Park, directed call Park, call Pickup, shared lines, DND, Intercom service,
Barge and Privacy, and Call Back. Implementing Cisco IP IVR, Implementing Cisco IP ICD,
Implementing Cisco IP ACD, CUCM, TDM, complex routing and gateways, dial plan, dial-peer,
UCCX 7.X, 8.X, and 9.x, UCCX 10.X, CUIC and Historical Report for: Agents, Supervisers,
Sales, etc.. Presence, digit manipulation, Cisco PIDIOO, Voice Mail and VM integration, Cisco
Voice gateways, FXS/FXO, SCCP, MGCP, SIP, H.323, SIP trunking, Hunt Pilot, Hunt List,
Partitions and CSS, Call Coverage, Implementing Telephony Call Restrictions and Control,
Time-of-Day Routing, Q931 Translator, RTMT, Media Resources: Conference Bridge hardware
and software, MTP, MRGL, MRG, MOH, and Announcement.

Monitoring and Recording, Move, Add, Change, Delete (MACD) work orders and assist in
trouble shooting of issues for Professional Voice Production platforms to include: Complete
MACD work orders within established SLAs .Provide assistance to troubleshoot Cisco CCM
equipment routers and switches. Perform configuration, Recording and Monitoring using CUCM
and Contact Center, UCCX. Support for all VoiceNetwork: Cisco Agent Desktop,Cisco
SupervisorDesktop,CiscoDesktop Administrator, create Supervisor Work Flow
CiscoDesktopAdminsitrator,CDA:Multiline,VOIP/Monitoring/Services,VOIP/Recording
&Monitoring,VOIP/Monitoring & PlayBack Services. Desktop Monitoring and Monitor Services:
Extension, MAC, Agent and customers. View Multiline Calls, ACD and non-ACD Calls, Barge-In/
Intercept. Agent Email Settings, CAD Configuration and Setup, Suppervisor Chat and Team
messages and Work Flow Groups. NICE IP Phone Applications Configuration, troubleshooting
and supporting datacenter, Routing and Swithching Design, upgrade, implementation, Routing
protocols, data and Voice Monitoring, configuriing PlayBack and Email Last Calls, integrating IP
Phone Applications with the Cisco CUCM, Configuring a SIP Trunk and Subscribe the NICE IP
Phone services to Cisco IP Phone

EDUCATION & TRAINING

Current Certifications:

~1~
 CCIE Collaboration, written July 2017
 Cisco IP Telephony, CIPT1
 Cisco IP Telephony, CIPT2
 Cisco Certified Network Associate, CCNA
 Certified Voice Professional, CCVP
 Cisco Certified Network Professional, CCNP
 Cisco CCNP Voice Professional, CCNPV
 Microsoft Certified Systems Engineer, MCSE
 Cisco IP Communications Express Specialist, CIPC
 Cisco UCS
 VMWARE ESXi
 UCCX, UCCE design and integration with CUCM
 Cisco Systems and Global Knowledge, March 2005
 Cisco Networking Academy

Academic Education:
 City University of New York CUNY,
 BS: Computer Science, Queens College, 2011
 BA: Economics and Finance,
 City College of New York, 1998

EXPERIENCES

Bloomberg Financial, from 6/17 – 9/17,

 Cisco VOICE Engineer Implementation
 Local and Standard Local Route Group, LRG/SLRG.

Dial Plan implementation and Design Migration for: 3 clusters and 120 sites throughout the
AMER, EMEA and APAC: dial plan design for Local, LD, Intl, and EMS with SLRG. Partitions,
CSS and Device Pools , Call Forward CSS, Route Groups, Routelist, Translation Patterns,
Route Patterns, Emergency Number Called Party TP, transformation parterns and Bulk
administration tools, BAT. Creation and Configuration of 3 Labels in each cluster
 Migration from 10.5 to cucm 11.5
 Upgrade and Migrate from cucm 6.x, 7.x, 8.x and 9.x to CUCM 10.5 .2 using Cisco
Prime Collaboration Deployment, PCD.
 Working with vendors: Verizon, ATT, XO for SIP Trunking design and migrations using
Local Route Group, SIP Trunk, EMCC, Extension mobility and unified mobility.

New York Life Insurance, Westchester NY, 11/15 - 12/16

Support and own Move, Add, Change, Delete (MACD) as well as CUCM Upgrade and
Migration.work orders and assist in troubleshooting of issues for Professional Voice Production
platforms to include: Complete MACD work orders within established SLAs .Provide assistance
to troubleshoot Cisco CCM equipment routers and switches.Perform administration,
configuration and Recording and monitoring using CallCenter UCCX, also support for all Voice
Network.UCCE: Using AdministrationTools for assessing Configuration Manager and
Configuration ManagerTools and Step-by-Step configuration, creating Agent desk settings,
creating and adding agents and also deletting, creating Agents team and assigning supervisor,
users as welll as call types and creating network VRU scripts for UCCE scripts.Deployment of
UCCE and Configuring and administration for CVP and IVR, ACD, ICM, PG, using SIP
TRUNKS, DN, Agents and, skills and skill groups with their associated routes, Call Types. Using
Unified CM and IVR, Jtapi, CTI and CTI OS as well. Seting and configuring Cisco Finesse and
Agent Desktop, configuring and customizing Reason Code in Cisco Fineese, managing Team

~2~
Resource in Cisco Finesse. Virtualizing and Building vmware ESXI 5 and 5.50 also creating VM
for Call Center solution.
 Cisco Unity Connection, 7.x, 8 and 9.x as well as voice mail integrating with Cisco Call
Manager. implementation of the corporate network infrastructure supporting the voice
network.
 Maintain Cisco voice solutions, including Call Manager, Unity Connection and voice
Gateways as well as other Colaborations applications.
 Migration from of cucm 8 to 8.6 as well as, Unity Connection SIP Trunk Design, Partition
and CSS, Router patterns, route groups, Route lists, Region, device spool, and Trunking
to SIP Trunking for PSTN Access, Connectivity, Power of Cisco IOS Dial-Peers.
Configuration of Gateway failover, HA Configuration.

UC Engineer 10/2014 - 07/15

Core Voice Engineer, JPMorgan Chase Jersey City, NJ

 High level Design and Implementation of Cisco Unified communications Manager,

CUCM, 7.x, 8.5.6, and 9.x, SME, Leaf, Cisco Unified Contact Center Express, UCCX,
CTI route port and CTI route point, Unified IP IVR, and ACD.
 Cisco Unity Connection, 7.x, 8 and 9.x, VCS, TMS as well as voice mail integrating with
Cisco Call Manager. implementation of the corporate network infrastructure supporting
the voice network.
 Migration from TDM, Avaya PBX to Cisco Unified Communications, Decommission of
Cisco IOS Voice Gateways, 2800, 3800, 2900 and 3900 series routers.
 Building VISIO diagrams using Microsoft Visio 2010, and Excel.
 The Cisco Unified IP Phones, Endpoints 9971, Unified SME and Leaf clusters, CUBE
configuration and CUBE SIP Trunks.
 Migration Project from TDM to IP VOICE: SME, Leaf, Service provider ATT, VERIZON,
IXC, WindStrem and XO. 4 domains through out the world with 3 regions and North
America, Asia-Pac and EUME. Using CUBE snd SBC on both enteprise and service
providers make SIP Trunking the best step for moving to IP Telephony, Servers
Provisioning, low level Design, Configuration of CUCM, Globalization and Localization
Dial Plan using + Dialing, E.164, Call Control Discovery CCD and Service
Advertisement Framework SAF.
 SIP Trunk Design, Partition and CSS, Router patterns, route groups, Route lists,
Region, device spool, and Trunking to SIP Trunking for PSTN Access, SBC and Domain
1, SP Verizon and ATT Connectivity, Power of Cisco IOS Dial-Peers. Configuration of
Gateway failover, HA Configuration.
 providing configuration procedure for the NICE Perform IP Phone Applications:
 configuring General Settings
 Record On Demand, ROD
 Tag Current Call, Tag Business, Map Tag Column and allocate User Priviledges.
 UC Emergency Services, Cisco Emergency Responder, outbound EMERGENCY 911,
inbound PSAP Emergency Call Return Flow and CER.
 JP Morgan Chase Unified Communications Infrastructure.
 TDM, VOICE PORT, Dial-peers, T1/E1, Cisco IOS 15.x, PRIs, T1s,T1 CAS
configurations, voice design and implementation, CUCM ad hoc conferencing,
 Troubleshoot T1 circuits,D ecommision of routers and switches as well as migration
readiness to UC. Support and own Move, Add, Change, Delete (MACD) work orders
and assist in trouble shooting of issues for Professional Voice Production environment.
 Design and Configuration of Voice dial-peers both POTS, and VOIP on Cisco 38XX,
28XX and 29XX , 39XX and troubleshooting for customers all over the US and abroad

Atlantic Partners New York, NY 10006 3/14- 4/14

TDM, VOICE PORT, Dial-peers, T1/E1, Cisco IOS 12.4, 15.x, T1 CAS configurations, voice
design and implementation, CUCM ad hoc conferencing, Troubleshoot T1 circuits. Design and
~3~
Configuration of Voice dial-peers both POTS, and VOIP on Cisco 38XX, 28XX and 29XX ,
39XX and troubleshooting for customers all over the US and abroad. Experience with Solar
Winds management tool, configure and troubleshoot dial-plans on SIP Proxy, PLAR, E&M, FXO,
FXS, analog circuits, digital circuits, DSPs, VOICE Port configuration, VoIP from ARD unit to
ARD unit, MRD configurations, Speakerbus IG330, SIP Proxy server, ACM and SES
configurations, Avaya System Management Interfaces browser, add iturret to CUCM as well as
Avaya Communication Manager, troubleshoot ARD and MRD calls cannot be made on iD808
VOICE quality issues, and PSTN calls cannot be made on the iD808. IG 330, ACM and ID808,
configure shared line Appearance, troubleshoot symptom: calls cannot be received on the
iD808, traders not being able to hear the other side of the iD808 from one trading floor to other
trading floor, calls volume from one country to another, configure Speakerbus iturret on CUCM
and ACM. Turret settings for the user, Device Spool, Phone Button Template, Dial Number
Analyzer, Multicast and Unicast.

CDI Managed Services 8/13 –2/14

CUCM, VOIP Engineer

Troubleshooting issues with the following:

Managing IP Telephony Users, notification Devices, monitoring Cisco Unified Communications
and Cisco works, Configure and troubleshoot Unified Communications Manager 7.x. 8.x. 9.x,
Cisco Unity Con and Presence, UCCX, Cisco Voice Gateways / Gatekeepers, Implementing
Cisco Unified Mobility, Mobile Connect and Mobile Voice Access, single Number Reach, SNR.
Cisco Cat 6509, 3750, 3550, 4000 and 2900 both Remote and On-Site as well as
troubleshooting issues at customers locations in NYC, Manhattan, Cisco Any connect, VPN
Phone 79XX, ASA, Remote access VPN and Site-to Site VPN. MPLS VPN, RIP EIGRP, OSPF,
and BGP design, implementation, configuration, and troubleshooting.
Troubleshooting Unified Communications portfolio from CUCM 8.X, 9.X as well as UCCX, Unity
Connection integration was done at occasional time. Troubleshooting tickets coming from a pool
of tickets or directly from help desk and Internal users with issues like but not limited to
password locked down, email or voicemail can is not working, do not have the extension of so
and so on my phone or on the receptionist phone. Troubleshooting attendant Console, auto
attendant, IVR and other issues like call waiting, MWI, VM, on a day to day basis. I
troubleshooted issues with Unity Connection and UCCX one Node with both publisher and
subscriber Cluster 7.x, 8.x, 9.x on small and big scaled network.

City of Newark, NJ 07/12 – 08/13

Network/CUCM Engineer: To work with service providers: Verizon, AT&T and more.
 Project for the City of Newark, City Hall NJ 12/07/12- 03/12/13
 BGP in routing support, monitoring and maintainning BGP with service provider MPLS
VRF, MPLS and VPN on CE routers. Troubleshooting VRF intrface and configuring
static VRF route with a next-hop in global routing table.
 BGP route-Reflector client, managing IBGP with confederations as well as BGP AS.
 Troubleshooting issues with the following: Security and monitoring using Cisco PIX 525,
IPS, IDS and Ciscoworks, PRIME Infrastructure, Configure and troubleshoot Unified
Communications Manager 7.x. 8.x. Cisco Unity Con and Presence , Cisco Voice
Gateways / Gatekeepers, Implementing and troubleshooting Cisco Unified Mobility,
Extension mobility and Mobile Connect,Mobile Voice Access, single Number Reach,
SNR. Configuring Cisco Cat 6509, 3750, 3550, 4000 and 2900 also 2800, 2900, 3800,
7200 series. Configuring and supporting cisco routing protocols: RIPv2, EIGRP, OSPF,
BGP, and MPLS. Write switch and router, network documentations for 252 Cisco
Devices plus 5 Cisco 525 PIX firewalls and 1 IPS, intrusion protection systems for the
government of Newark, NJ.
 Unified Contact Center Express, UCCX 7.X and 8.X, presence configuration Cisco
Router and Switch methodologies, data center: Cisco UCS, Nexus 7010, 5000, 2000,
and 1000V, VMWARE Esxi 5.5, Cisco Wireless Networks, 5500 WLAN Controller,
Configuring AP-Manager on a Cisco 5500 Series Controller.
~4~
  Troubleshooting CUCM and Unity/Connection, VM, subscribers, Voice Mail, Unity
Integration with CUCM/Unity, voice gateways, PRI, and SRST. Design and implement
Dial plan/Dial-peers configuration on H323/MGCP as well as SIP Trunks and SCCP
protocols with CUCM.
 Major work with SRST CONFIG and Troubleshooting as well as CCM-MANAGER –
Fallback. Configuration in SRST mode and CME mode is always available to take over
in case of WAN shortage over the PSTN.
 WIC: Design SIP Trunking for SIP IP Phones. Design and implementation of SIP THIRD
PARTY DEVICE PHONES, Softphones, AVAYA and more. Configuration of CUCM for
Directory integration for the company. Configuration of Cisco Unified Border Element,
CUBE. Design and configuration of devices like : Cisco 7206 routers, 3851 2900 router
series as well as 2800 series with Catalyst 6509, 6513, as well as 3750 switches for
network infrastructure. Design Unity Connection AUTO ATTENDANT ALSO VM system.
Rolling out QOS on the infrastructure running Cisco IP Phones and troubleshooting
multisite VOIP at the same time.
 Troubleshooting and verifying MPLS, debug BGP and IP OSPF parametres, enable
CEF, VRF and troubleshooting MPLS on interface with the verizon team , both OSPF
and EIGRP.

Shore Group, Inc, Syracuse NY 02/12 – 04/12

UC Engineer:
 Design and implement Cisco unified communications. Troubleshooting issues with the
following: Cisco Unified Communications Manager 5.x, 6.x, 7.x. 8.x. Cisco Unity, Cisco
Voice Gateways / Gatekeepers, Implementing Cisco Unified Mobility, Mobile Connect
and Mobile Voice Access, single Number Reach, SNR. Unified Contact Center Express,
UCCX 7.X and 8.X, presence configuration Cisco Router and Switch methodologies
Cisco Wireless Networks, Troubleshooting CUCM and Unity/Connection, VM,
subscribers, Voice Mail, Unity Integration with CUCM/Unity, voice gateways, PRI, and
SRST. Design and implement Dialplan/Dial-peers configuration on H323/MGCP as well
as SIP and SCCP protocols with CUCM. Major work with SRST CONFIG and
Troubleshooting as well as CCM-MANAGER –Fallback. Configuration in SRST mode
and CME mode is always available to take over in case of WAN shortage over the
PSTN.

APEX Financial and Technology 10/10-10/10

VOIP Project Systems Engineer:
 Diagnose and troubleshoot issues with: CUCM and Unity/Connection, VM, subscribers,
Voice Mail, Unity Integration with CUCM/Unity, voice gateways, PRI, T1, Tickets coming
from 6 sites via T1/PRI/FXO ports. Design and implement Dialplan/Dial-peers
configuration on H323/MGCP as well as SIP and SCCP protocols with CUCM. Major
work with SRST CONFIG and Troubleshooting as well as CCM-MANAGER –Fallback.
Configuration in SRST mode and CME mode is always available to take over in case of
WAN shortage over the PSTN.
 VOIP Project Smartsource. Inc/Macquarie Financial: September 2011-October 2011:
Manhattan, Houston Texas, Manila: Troubleshooting CUCM and Unity subscribers:
Troubleshooting CUCM and unity/Connection, VM, subscribers, Voice Mail, Unity
Integration with CUCM/Unity, voice gateways, PRI, T1, Tickets coming from 6 sites Via
T1/PRI/FXO ports. Design and implement Dial plan/Dial-peers configuration on
H323/MGCP as well as SIP and SCCP protocols with CUCM. Major work with SRST
CONFIG and Troubleshooting as well as CCM-MANAGER –Fallback. Configuration in
SRST mode and CME mode is always available to take over in case of WAN shortage
over the PSTN

~5~
CALENCE LLC 1/06 - 07/07
VOIP Consultant:
Assignments included: Design the CallManager 4.1, Dial Plan, Route Plan, Service, Device,
User and Application on the CM 4.1.Manage VOIP and Cisco CallManager 4.1 administration.
 Implementation, add, install, modify, and configure IP phones, Device Pools and CSS, using
Bulk Administration Tools BAT and TAPS, CSV; Create Phones Button Templates, installing
and configuring Voice Gateways VG248, associate users with their appropriate station
device, redesign Partition and Calling Search Space CSS, Update, modify, reset and restart
Cisco IP phones, installation, and configuration of Client Matter Codes and Forced
Authorization Codes, SRST, Gateways devices, endpoints, and protocols. Rout/Hunt, Route
Group, Route List, Route Pattern configuration as well as Unity Messaging, Email, Voice
Mail and Exchange Server. Directory Number Configuration, Directory Number Settings, Call
Forward and Pickup Settings as well as Line settings Implementation of QoS, H.323, MGCP,
SCCP, E911, DSCP, RTP, CRTP, IP CEF, 802.1q, 802.1p, DHCP, ISDN, AAA, NAT, PSTN,
T1/E1, BRI, PRI, HDLC, PPP, as well as the routing protocols RIPv1 and v2, IGRP, EIGRP,
OSPF, BGP4, and ISIS, ISIS, HSRP, DDR, and TCP/IP.

Calence 3/06 to 6/06

IPT Consultant:
Assignment included project of Redesigning IPT Solutions for Time Warner Cable Center in
Manhattan.

 Assignments: Design the CallManager 4.1, Dial Plan, Route Plan, Service, Device, User and
Application on the CM 4.1.Manage VOIP, Cisco CallManager 4.1 administration,
implementation, add, install, modify, and configure IP phones, Device Pools and CSS, using
Bulk Administration Tools BAT and TAPS, CSV; Create Phones Button Templates, installing
and configuring Voice Gateways VG248, associate users with their appropriate station
device, redesign Partition and Calling Search Space CSS, Update, modify, reset and restart
Cisco IP phones, installation, and configuration of Client Matter Codes and Forced
Authorization Codes, SRST, Gateways devices, endpoints, and protocols. Rout/Hunt, Route
Group, Route List, Route Pattern configuration as well as Unity Messaging, Email, Voice
Mail and Exchange Server. Directory Number Configuration, Directory Number Settings, Call
Forward and Pickup Settings as well as Line settings Implementation of QoS, H.323, MGCP,
SCCP, E911, DSCP, RTP, CRTP, IP CEF, 802.1q, 802.1p, DHCP, ISDN, AAA, NAT, PSTN,
T1/E1, BRI, PRI, HDLC, PPP, as well as the routing protocols RIPv1 and v2, IGRP, EIGRP,
OSPF, BGP4, and ISIS, ISIS, HSRP, DDR, and TCP/IP.

NEW JERSEY (PROJECT TIFFANI) 01/06 to 03/06

Systems Engineer:
 Configuring, Administering, Monitoring, troubleshooting, configuring voice applications,
voice ports, adjusting voice quality, Resolve, Design the CallManager Express, Dial
Plan, Route Plan, Service, Device, User and Application on the CME.
 Manage VOIP, Cisco CallManager EXPRES administration, implementation, add, install,
modify, and configure IP phones, Device Pools and CSS, Create Phones Button
Templates, installing and configuring Voice Gateways VG248, associate users with their
appropriate station device, redesign Partition and Calling Search Space CSS, Update,
modify, reset and restart Cisco IP phones, installation, and configuration of Client Matter
Codes and Forced Authorization Codes, SRST, Gateways devices, endpoints, and
protocols. Rout/Hunt, Route Group, Route List, Route Pattern configuration as well as
Unity Messaging, Email, Voice Mail and Exchange Server. Directory Number
Configuration, Directory Number Settings, Call Forward and Pickup Settings as well as
Line settings Implementation of QoS, H.323, MGCP, SCCP, E911, DSCP, RTP, CRTP, IP
CEF, 802.1q, 802.1p, DHCP, ISDN, AAA, NAT, PSTN, T1/E1, BRI, PRI, HDLC, PPP, as
well as the routing protocols RIPv1 and v2, IGRP, EIGRP, OSPF, BGP4, and ISIS, ISIS,
HSRP, DDR, and TCP/IP.

~6~
REICH & TANG Project as well as Marcus and Mullichap 08/06 to 03/07
IPT Consultant:
 Assignment included project of Redesigning IPT Solutions for Time Warner Cable Center
in Manhattan.
 Assignments: Setup the T1/E1 connections and installation of PRI circuit, Rackmount of
3800 Series and Cat 3750. Design the CallManager 4.1, Dial Plan, Route Plan, Service,
Device, User and Application on the CM 4.1.Manage VOIP, Cisco CallManager 4.1
administration, implementation, add, install, modify, and configure IP phones, Device
Pools and CSS, using Bulk Administration Tools BAT and TAPS, CSV; Create Phones
Button Templates, installing and configuring Voice Gateways VG248, VG224, associate
users with their appropriate station device, redesign Partition and Calling Search Space
CSS, Update, modify, reset and restart Cisco IP phones, installation, and configuration of
Client Matter Codes and Forced Authorization Codes, SRST, Gateways devices,
endpoints, and protocols. Rout/Hunt, Route Group, Route List, Route Pattern
configuration as well as Unity Messaging, Email, Voice Mail and Exchange Server.
Directory Number Configuration, Directory Number Settings, Call Forward and Pickup
Settings as well as Line settings Implementation of QoS, H.323, MGCP, SCCP, E911,
DSCP, RTP, CRTP, IP CEF, 802.1q, 802.1p, DHCP, ISDN, AAA, NAT, PSTN, T1/E1, BRI,
PRI, HDLC, PPP, as well as the routing protocols RIPv1 and v2, IGRP, EIGRP, OSPF,
BGP4, and ISIS, ISIS, HSRP, DDR, and TCP/IP.
 PERSONAL: I am a highly motivated person capable of providing high-level Cisco
network support, UCCE version 10.X, UCCX 10.x and Voice Securing, monitoring,
maintaining for networking companies using UCS, NEXUS Switches, Routers, IP
Phones series 79xx, 69xx, 89xx and 99xx with UC. I can work individually as well as be
part of teamwork.

~7~