Mansoor Ahmed

• Supported Computing and Communications Services team administering enterprise voice infrastructure including CUCM, Unity Connection, and UCCX across campus.
• Opened and resolved two Priority 1 Cisco TAC cases, restoring service to critical systems with zero extended outage.
• Troubleshot complex issues spanning DHCP, DNS, Active Directory, switch configuration, and device provisioning.

• Administered enterprise UC infrastructure across 180+ retirement communities including Cisco Webex Control Hub, CUCM, and Webex Calling hybrid environment.
• Managed FoIP infrastructure across 55 sites including xMedius fax server, T.38/G.711 configurations, 140 DIDs, and 130 MFP integrations in regulated healthcare environment.
• Worked incidents and service requests in ServiceNow, submitted change requests and presented them to the Change Advisory Board (CAB), approved team changes, and documented resolutions in runbooks.
• Managed carrier relationships, DID inventory, number porting, and SIP trunk provisioning across multi-site enterprise environment.
• Provided Tier 3 support for production telephony issues; mentored junior engineers.

• Supported large-scale enterprise telecommunications and contact center environments.
• Integrated Microsoft Teams Voice with existing telephony systems.
• Performed platform patching, lifecycle management, and maintained architecture documentation.

• Designed and validated enterprise voice solutions for financial services environment.
• Delivered CUCM upgrade documentation, QA validation, and post-implementation support.

• Designed and deployed Cisco Emergency Responder (CER) for E911 compliance.
• Migrated 1,200+ users and 300 contact center agents to CUCM 12.5.
• Designed SIP trunking and CUBE routing for enterprise deployments.

• Led a year-long migration of more than 100 T1 voice trunks across 90 offices from Verizon to AT&T SIP, submitting and presenting individual change requests for each site, coordinating cutover windows with both carriers, and executing a comprehensive post-cutover test plan at each location.
• Created a standard change procedure covering implementation, testing, backout, and stakeholder communication; used it for six months as the team standard.
• Identified a gap in cross-functional change communication and worked with the CAB manager to formalize a process improvement: all future CRs affecting other departments required those teams on communications and, where testing was needed, as named participants with assigned tasks.
• Implemented Cisco Emergency Responder with carrier integration.
• Consolidated multiple voice clusters into single resilient platform.

• Technical Lead on PBX to Cisco voice migration for 6 North American sites.
• Deployed CUCM, Unity Connection, UCCX, and SRST voice gateways for 1,300 users.
• Implemented CDR billing solution; managed voice infrastructure and DR plan.

Details available upon request.