Human Factors of XR: Using Human Factors to Design XR Systems
Carl Millburg resume
1. CARL MILLBURG
Schaumburg, IL 60194
cmillburg85@gmail.com
630-791-0438
http://www.linkedin.com/in/carlmillburg
SUMMARY
I am a goal oriented, analytical telecommunications, voice and collaboration specialist
proficient in supporting and administering UC applications such as Cisco Call Manager and
Unity Connection. Additionally, I have expertise in supporting end user messaging
applications and collaboration tools including Cisco Jabber, WebEx meetings and Microsoft
Teams. Core competencies include Cisco Call Manager systems 8 – 11.5, operating systems,
and applications. Key accomplishments include upgrading a Cisco UCM system, creating a
new Active Directory forest/domain, simplified domain group policies, implementing a
knowledge base, and setting up a site-to-site VPN tunnel.
CORE COMPETENCIES
Cisco voice and collaboration systems, Cisco UC administration/support, Microsoft Server
operating systems, server administration, systems administration, virtualization, DHCP,
DNS, Active Directory, LAN/VLAN administration, Office 365
TECHNICAL SKILLS
Operating Systems
Microsoft Windows Server 2008 – 12, Windows, 7, 8, 10
Networking Skills
LAN/VLAN, server administration, VPN, Cisco Catalyst switches
Applications
Cisco UCM/UC/UCCX, Cisco IPC, Cisco Jabber, Cisco WebEx, Cisco RTMT, Cisco IP
Communicator, Cisco WebEx Teams, Cisco UCS Manager, Cisco WebEx Control Hub,
Uptime, Infortel Select, Veeam Backup, Microsoft Office 365, Microsoft Teams, Exchange
Online, SharePoint 2013, Acronis, Microsoft Lync/Skype for Business, OneLogin, DirSync,
BugNet, SnipeIT, Cherwell Service Management, Snow License Manager, UGovernIT,
Service Now
Hardware
Cisco IP phones, Cisco WebEx boards, Cisco Telepresence Endpoints
PROFESSIONAL EXPERIENCE
Voice Operations Specialist II (Voice Administrator)
Discover Financial Services, Riverwoods, IL 2019 - present
Support Cisco VoIP, Jabber softphone and Cisco Webex systems
Provide level 2 resolution and/or direction to end users for Incidents and Service
requests
Provide point of contact for issues escalated to vendor support
Contacting end users and/or vendors for troubleshooting, testing, resolution, and follow
up
Removing threat-related phone numbers from internet protocol telephone (“IPT”) in
accordance with SOPs
Monitor and respond to end user requests and questions on Yammer
Provide support for major Incidents, including participating on RRT calls to support major
Incident resolution
Monitor alarms and alerts for the products and resolve in accordance with SOPs
Support the Client-hosted infrastructure servers
2. Page 2 CARL MILLBURG
cmillburg85@gmail.com
Configure new video endpoints for hybrid calling and Webex meetings
Assist, update and maintain the knowledgebase content relating to the EVO Support
Team’s services guidelines
Work with Enterprise Voice Engineering teams as needed to implement required system
changes
Manage and support Microsoft Teams voice and meetings
Contractor with Randstad Technologies USA
Specialist IT Services and Support
Hollister, Inc., Libertyville, IL 2018
• Support Cisco VoIP system
• Setup Cisco IP desk phones, IPC soft phones and configure voice mail boxes
• Provide technical support for issues relating to desk phones and voice mail
• Document all call center extensions and their route points
• Contractor with TEKsystems
IT Support Specialist (Systems Administrator),
ISI Telemanagement Solutions, Chicago, IL 2006 – 2017
Administer and support Cisco voice, messaging and collaboration systems
Setup Cisco IP desk phones, IPC soft phones, configure voice mail boxes
Assign FAC codes for international calling
Setup contact center extensions in CUCM and add users to UCCX
Create remote destinations and remote destination profiles for Single Number Reach
Monitor daily backups of CUCM data
Administer Active Directory, DHCP, DNS, SharePoint, Office 365
Project lead for upgrading to Cisco Call Manager 10.5 and 11.0
Upgraded lab Cisco CUCM system
Setup Microsoft Azure Site-to-Site VPN
Information Systems Volunteer (IT Support Specialist), Willow Creek Church, South
Barrington, IL 2003 – Present
Work with IT staff in providing technical support, troubleshooting, ticket resolution,
inventory control and various projects as assigned by staff member
Provide desktop support to in excess of 500 users with expedient resolution
Install, maintain, diagnose, repair, and upgrade PCs, PC software and peripherals
CERTIFICATIONS
VMware VCA - Data Center Virtualization, VCA-Cloud
Microsoft MCSA, MCP
CompTIA Network+, A+
EDUCATION
B.S., Finance, Northern Illinois University, DeKalb, IL
A.A.S. Information Systems, Triton College, River Grove, IL
NetPrep Network Specialist Certificate, Harper College, Palatine, IL
HONORS/AWARDS
ISI Telemanagement Solutions Employee of the Month 12 times