Carl Millburg Unified Communications and Collaboration Specialist

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 Microsofft
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
Enterprise Voice Operations Specialist L2 (Voice Administrator)
Discover Financial Services, Riverwoods, IL 2019 - present
 Support Cisco VoIP system
 Manage the level 2 ticket queue assigned to the EVO Support Team by the GSD
 Provide level 2 resolution and/or direction to end users for Incidents and Service
requests
 Troubleshooting problems that level 1 support is unable to resolve and which may
require escalation 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

2. Page 2 CARL MILLBURG
cmillburg85@gmail.com
 Monitor alarms and alerts for the products and resolve in accordance with SOPs
 Support the Client-hosted infrastructure servers
 Assist updating and maintaining the knowledgebase content relating to the EVO Support
Team’s services guidelines
 Work with Enterprise Voice Engineering teams as needed to implement required
changes to the technologies
 Manage and support Microsoft Teams.
 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
 Open/update/close incidents and services requests in ticket system
 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/Technician), 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

3. Page 3 CARL MILLBURG
cmillburg85@gmail.com
 ISI Telemanagement Solutions Employee of the Month 12 times