Lawrence H. Brown10954 Elm Place, Thornton CO 80233 lbrown-amigoid@comcast.net basementarcade@gmail.com 720-215-6396

PROFESSIONAL EXPERIENCE

24/7 Networks, Centennial CO 3/2015 – 5/2015Contract VoIP Engineer, Corporate Support CoBank DenverProvided contract scripting support for a nationwide corporate network running Cisco Call Center.

Worked on setup for installation of Cisco Telepresense Content Server Rewrote scripts and documented code to add “Message of the Day” functions for 5 call centers.

Cricket Communications, Denver, Colorado 7/2009 – 2/2015VoIP Engineer, Corporate SupportProvided support for a nationwide corporate network of Cisco Call Manager, Unity, E911 and Call Center.

Managed all adds/moves/changes of phones and devices within the corporate network Recently migrated companies call manager 7.1.5 to UC 10.5 and CCX to Packaged Contact Center Handled a very large Service Now ticket queue, supporting over 200 stores nationwide. Lead Tech for adds/moves/changes for the Unity Voicemail system and the call handlers for all

corporate stores. Reworked the call handler system to provide direct site support, saving at least a man month in labor and support each year.

Assisted in troubleshooting PRI and T1 circuits during outages, working with Network Operations Developed new hire training materials and documentation Personally coded or rewrote all of the corporate IPCC call centers and documented the scripts and

also with Visio Flowcharts tracing call flow and trigger points. Supported the Cisco telepresence CT3000 system between DTC HQ & San Diego HQ Provided the professional voice talent as the “voice of Cricket” for all corporate store

IVR’s/Corporate Call center recordings. Consistent, stable support, during six separate Tier 3 and Tier 1 staffing changes. Alumni Consulting Group contract-to-hire from July to November of 2009.

Freelance Technical Support, Denver Metro Area, Colorado 1/2009 – 7/2009Lead tech support for small businesses, JS Typing, Adv. Rehabilitation, Brown Chiropractic, and others.

RTL Networks, Denver, Colorado 7/2007 - 12/2008Senior VoIP Network EngineerContractor for several projects, responsible for the setup, administration and installation of equipment.

VoIP Support engineer for APHIS at USDA in Fort Collins, CO, including Cisco Emergency Responder, IPCC call center support, and Cisco Callmanager / Unity in a Lotus Notes networkSet up and test Windows servers using VMWare

Installed and administered Cisco Callmanager Express system for Arrow Point Partners, a financial startup. CHFA, Denver and Grand Junction, support for Call Manager, Cisco Wireless, and Microsoft Sysadmin. Worked with Vendors to plan corporate network upgrades and rebuild physical network infrastructure. Managed Microsoft Exchange mail servers and installed Blackberry exchange servers for multiple customers Set up server backups, disaster recover plans, and managed Call Manager Express for RTL Headquarters

Einstein Noah Restaurant Group, Lakewood, Colorado 5/2007 - 7/2007Senior VoIP Telecom Engineer, Headquarters Relocation Project (3 month contract position)Responsible for maintaining ENRGI’s corporate Cisco’s VoIP solution, using Callmanager 4.1 and Cisco’s Unified Messaging System (Unity 4.2) and 3 Call Centers using Cisco IPCC Express.

Assisted in relocation from old headquarters in Golden. Setup and tested phones in new location. Set up new users in catering, payroll, and helpdesk call centers. Re-recorded Voice Menu systems for 1-800-BagelMe and other corporate recordings. Provided project management on new store setup for phone and networking, coordinating with

several vendors and ILECS and long distance carriers. Helped set up documentation for setting up phones and unified messaging within Call Manager. Trained users on phone and voicemail. Provided support for phones and voicemails using HEAT trouble ticket system. Managed consolidation of cell phones from several carriers to one.

Cricket Communications, Denver, Colorado 11/2006 - 5/2007IP Telephony Systems Analyst, Avaya-Cisco Conversion Project (6 month contract position)Key contributor in upgrading and converting Cricket Communications corporate Avaya phone systems to Cisco’s VoIP solution, using Callmanager 4.1 and Cisco’s Unified Messaging System (Unity 4.2).

Finished upgrade of nationwide corporate phone network ahead of schedule. Traveled to San Diego to assist in company headquarters upgrade. Trained administrative assistants in setup and operation of IPMA application. Using remote tools, setup hundreds of phones in more than 200 remote sites throughout the country. Helped set up documentation for setting up stores and administrative offices within Call Manager. Authored tutorials for voicemail within MS exchange email, with step by step information and illustrations. Provided support for phones and voicemails using Service-Now trouble ticket system. Earned “Leap Star” performance awards monthly.

TCF Bank, Denver, Colorado 05/2005-11/2006VoIP and Networking Technician, Colorado NetworkResponsible for maintaining computer network for Colorado Corporate offices, data center in Level3 Communications and 43 branches in the Denver Metro Area and Colorado Springs.

Completed upgrade of Cisco Callmanager Cluster for Colorado from 3.3(2) to 4.1(3).Upgrade was performed very little assistance other than questions answered by Cisco TAC.

Wrote admin. guide to setting up new branches in Cisco CallManager, with step by step info and illustrations. Directly responsible for setup of all telco equipment in over 9 new sites including T-1 VoIP and POTS lines. Developed and published cellphone use policies and procurement procedures for Colorado working with

Verizon. Worked with vendors to upgrade the corporate from a stack of daisy-chained 3500 series switches to a 4507 series switch, and installed an APC Symmetra UPS system to support the servers and network.

Supported a local user base of over 100 cellphone accounts. Tested and evaluated new Cellphones. Provided Blackberry support and Bluetooth automotive support for executives.

Provided additional support for user's printers, computers, and laptops. Worked with local vendors to support older PBX phone systems (Awaya, Nortel).

Supported Unity voicemail for 200 accounts. Provided setup and support, and also recorded professional greetings and messages for sites and clients.

Supported installation and use of ISI call tracking/monitoring software.

Geeks on Call, Aurora, Colorado 10/2004-5/2005

Micro Center, Retail Sales, Denver, Colorado 09/2003-10/2004

iMagicTV, St. John, New Brunswick, Canada (office in Denver, CO) 2000-2001Solution Specialist, Western USA and Brazil (2000-2001)Responsible for technical pre-sales support and customer assistance.

Netopia, Alameda, CA 1999-2000Sales Engineer, Denver Metro Region, Central USA (1999-2000)Responsible for technical pre-sales support and customer training for Qwest and several other ISP vendors.

iPrint.com, Redwood City, CA 1998-1999Senior Engineer, Network Operations (1998-1999)A key responsibility was for complete redesign and maintenance/monitoring of a dual T-1 network of E-commerce NT servers. Senior member of a team of 3 support personnel. Led in the development of network policy and procedures for this budding Internet startup.

Itochu Technology, Santa Clara, CA 1997-1998Senior Network Engineer, Internet Division (1997-1998)

CISCO SYSTEMS, San Jose, CA 1992-1997Engineer, Education Market Dev. (Cofounded Cisco Networking Academy) (1994-1998)Technology Specialist, Special Project reporting directly to John Morgridge, Cisco CEO (1994)Lab Technician, Release Engineering (1992-93)

Frame Technology (Now Adobe Systems, Inc.) San Jose, California 1989-1992System Administrator

DRD Corporation, Tulsa Oklahoma 1987-1989System Administrator,

EDUCATION, TRAINING, and CERTIFICATIONS

Comptia Network+ Certified 2004

ITIL Certification

CCNA Certification CSCO!2185613 (Valid Thru June 15th, 2015)

Administering Packaged Call Center Enterprise Introduction to Cisco Router Configuration Advanced Router Configuration Cisco Router Installation and Maintenance SNA Configuration for Multiprotocol Administrators Cisco Internetwork Troubleshooting Cisco Internetwork Design Cisco ATM solutions CIPT-ACC (Cisco IP Telephony, parts 1&2) Version 4.1 CIPT-ACC (Cisco IP Telephony, parts 1&2) Version 6

CIPT-ACC (Cisco IP Telephony, parts 1&2) Version 7 SunOS, System Administration, and Advanced System Administration ACUCM v7.0 Unified CCX and Unified IP IVR Development UCCXD 3.0 Interconnecting Cisco Network Devices Cisco Certified Network Associate, working towards CCVP certification

Keynote Speaker, 8/5/1997, at the Academic Technology Tools Conference, University of North Carolina, GreensboroDean’s List, Tulsa Junior College 1985, formerly enrolled at Tulsa University with goal of BS of Computer ScienceHobbies include classic arcade restoration and yellow belt in Tai-Kwon-Do.Currently volunteer with LifeByte.org, restoring computers for charitable causes.