This document is a resume for Richard Brooker, an IT and Network Engineer with over 20 years of experience in telephony architecture, VoIP infrastructure, and telecommunications. His experience includes designing large customer voice networks for companies migrating from TDM to VoIP. He currently works as a voice support engineer for AT&T, offering support to Shell's global account and managing installations of Avaya systems. Brooker has extensive experience in technologies such as VoIP, PBX call routing, SIP, and collaborating with teams to implement solutions and drive down costs for customers.

1. RICHARD BROOKER
Bampton Tiverton Devon EX16 9DN, UK | 07754-522357, 01398-331876
LinkedIn Richard Brooker Telecommunications Professional │ dickbrooker@gmail.com
IT AND NETWORK ENGINEER
VoIP Infrastructure | Telecommunications | Telephony Architecture
Highly accomplished IT and Network Engineer with 20+ years of experience and expertise in all facets of telephony
architecture, VoIP infrastructure, telecommunications and controllership within high-profile corporations. Skilled in
collaborating with all members of the organization to achieve the required targets and objectives. Instrumental in
streamlining and improving processes, enhancing productivity and implementing technology solutions.
Outstanding interpersonal communication, negotiation and leadership skills acquired through years of experience
in various organisations. Effectively builds relationships and networks in and out of function to accomplish results.
 Telecommunications
 VoIP Protocols
 Strategic Planning & Analysis
 PBX Call Routing
 Telephony Architecture
 CRM Integration
 IVR vendors
 Team Leadership
 VoIP Infrastructure
 TDM Technologies
 CTI Integration
 SIP Technologies
P R O F E S S I O N A L E XP E R I E N C E
AT&T, The Hague, NL 2009 – Present
Voice support engineer on Shell account
 Offer support to the Shell global account within AT&T and provide technical assistance to the project and
service managers on all VoIP matters on this large global customer.
 Manage all aspects of installing Avaya CS1000 systems including AACC contact centres, Engage voice
recording and NetIQs Application Manager monitoring systems.
 Act as 3rd line support to the AT&T 1st and 2nd line support organisations with troubleshooting on a wide
range of Avaya voice equipment including networking, contact centers and voice recording.
 Collaborate with the unified communications team to assist them roll out Microsoft’s Lync product
including Sonus UX gateways as Shell transitions to a fully UC based telephony in a goal to drive down
costs.
NORTEL/AVAYA, Maidenhead, UK 1997 – 2009
Technical Design Authority
 Designed large customer voice networks which included large financial institutions, government agencies,
educational institutions etc. for customers migrating from TDM to VoIP based networks or implementing a
converged network with integration to Microsoft OCS or Nortel MCS products.
 Assisted the pre-sales engineers in the initial stages of a project by responding to RFPs & RFQs and met with
clients to determine their requirements.
 Supervised the project team to ensure they fully understood the requirements to complete the project and
was responsible for writing the design documents for the project.
 Directed client's IT staff to determine and define changes required to their LAN/WAN such as what
updates are needed for routing, VLANs, DHCP, PoE, VPNs, firewalls and QoS policies.
NORTEL, Maidenhead, UK 1990 – 1997
Support Engineer
 Successfully introduced and presented the Meridian PBX into the BT portfolio and corroborated with the BT
on all technical matters on the Meridian PBX.
 Resolved technical issues after inspecting customer sites and duplicating problems in the lab as well as
working with and tracking of problems escalated to technology groups.

2. RICHARD BROOKER
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CA R E E R N O TE
ROLLS-ROYCE, Derby, UK 2008
Acting Technical Design Authority
EON, Coventry, UK 2006
Technical Design Authority
REGUS, Hemel Hempstead, UK 2008 – 2009
Technical Design Authority
GREATER GLASGOW HEALTH BOARD, Glasgow, UK 2007
Technical Design Authority
MOD, Swindon, UK 2008
Prime Engineer
E D U C A TI O N & Q U A L I F I C A TI O N S
Royal Air Force telecommunications training, RAF Locking, UK
Avaya Aura Contact Centre Installation and Configuration
Avaya Aura System Manager Administration
Avaya Session Manager Administration, Maintenance & Troubleshooting
Avaya CS1000E Rls 7.5 Implementation and Upgrades
Nortel Certified Design Specialist (NCDS) - CS1000 Networking Design
Configuring Nortel's Ethernet and Business Policy Switches
Unified Communications Office for CS1000 R5.0
Business Communications Manager (BCM) Installation & Configuration