Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CHARLES MCKNIGHT

Nutley

Summary

Experienced Information Technology professional skilled in the install, configuration, and maintenance of Data/Voice-IPT and other hardware devices also install software to support the network infrastructure adept at providing technical support to clients and end users at all levels, experienced in remote diagnostics and network administration/troubleshooting/management.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Cisco Operations III Engineer

State of Arizona via TEKsystems
03.2024 - Current
  • Manage state voice infrastructure which comprises over 2 clusters with over 20k endpoints consisting of Cisco IP phones, Jabber and voice gateways (SIP, MGCP) and other 3rd party devices (Polycom, Crestron).
  • Build out and migrate new and existing state sites from existing Call Manager and Unity Connections platforms to more updated versions of these platforms (12.x to 14.x) using Kurmi Software Provisioning Suite for daily user provisioning and routine administrative tasks (moves, adds, changes and deletes) of all Cisco endpoints and 3rd party devices.
  • Build out and support new and existing analog and voice gateways (4300, 8300, MGCP, SIP) for new and existing state offices.
  • Provisioning of new SIP trunks and decommissioning of T1 circuits between new and existing state offices.
  • Perform Cisco Cube deployment and management between ISP’s and new sites coming online for the state.
  • Strong working knowledge of platform migration and directing routing practices between MS Teams, Webex and Cisco Jabber platforms
  • Manage customer end user database during migration from Cisco Jabber to MS Teams using (Single Number Reach) and SIP trunking.
  • Migrate existing sites to 911 Inform Emergency platform (partition and call search space) update.
  • Perform troubleshooting of network endpoints using Cisco RTMT, DNA, CLI, Wireshark.
  • Perform daily network management of the state infrastructure using Number Pro, SolarWinds Software Tool Suite.
  • Monitor incoming Service Request Fulfillment queue, including analysis of the incoming Request to better understand the customer’s business & technical needs, prioritizing dates, scheduling, assigning/re-assigning as appropriate.
  • Perform ticket resolution using ServiceNow ticketing platform.

Cisco (SME) Voice Engineer

Dept of Veterans Affairs via Norwin
05.2022 - 03.2024
  • Excellent troubleshooting skills and strong understanding of Cisco Unified Communications, Collaboration, and Networking technologies, concepts, platforms, and upgrade processes site cutover to Cisco with day 2 support for VA offices that was impacted.
  • Migration from NEC and Avaya Platforms to Cisco Call Manager 12.5.
  • Cisco Call Manager: Performed build out of dial plans and call flows, partitions and Calling Search Spaces, media resources and user management.
  • Cisco Unity Connections: Performed voice system build out for VA infrastructure user management, configuring call routing. And platform notifications.
  • Cisco Digital and Analog Voice Gateways: Performed new voice gateway turn up for VA offices both SIP, MGCP enabling debugs, call statistics, perform IOS upgrades.
  • Cisco Mobile Remote Access/ Cisco Endpoints: working knowledge of MRA registrations platforms, functionality and call routing capabilities, Sip phone and Jabber phone provisioning management.
  • Cisco Contact Center Express: Perform Agent, CSQ provisioning, reporting gathering, strong familiarity with Finesse features and call reporting and Day 2 support for customers.
  • Microsoft Excel/Visio: Perform data gathering, spreadsheet creation using Microsoft Excel, Performed Visio diagram creation for Cisco Unity Connection call flow routing implementation.
  • ServiceNow Ticket System: Ticket resolution for VA employees was performed through the ServiceNow ticketing system, also for new network configuration implementation.

System Engineer Voice

Bank of America via Insight Global
02.2021 - 04.2022
  • Manage multiple related and interdependent projects to collectively deliver a desired business outcome based on varying degrees of complexity.
  • Manage end-to-end Voice and Collaboration infrastructure delivery lifecycle including the collection and translation of business requirements to enable technical execution of network programs and projects.
  • Plan and coordinate project deliverables across multiple service providers in support of network infrastructure project requirements.
  • Manages and contributes to a portfolio of network infrastructure projects from design, build, through implementation and operational turnover, with varying levels of complexity.
  • Monitor incoming Service Request Fulfillment queue, including analysis of the incoming Request to better understand the customer’s business & technical needs, prioritizing dates, scheduling, assigning/re-assigning as appropriate.
  • Leverage designated tools and resources to create technical designs/Engineering Work Orders that will drive implementation during a pre-approved change window as necessary.
  • Perform design validation testing and pre-work in non-production environments when necessary to ensure successful implementation in production.
  • Maintain accurate records of requests and communications by utilizing Bank’s systems of record
  • Adhere to Bank processes, such as representing the change in Change Committee meetings & Design Review sessions
  • Provide proper hand off of ticket/design and relevant details when necessary
  • Create, modify and represent appropriate change records required prior to implementing or hand-off
  • Provide implementation support, as needed to other Vendors and Bank teams
  • Proven ability to resolve project issues and mitigate project risk by negotiating solutions that meet expected results
  • Strong working knowledge of Webex and Business Skype applications.
  • Currently working towards Microsoft Azure and AWS certification.

Global Voice Engineer

Newmark Grubb Frank Knight
02.2016 - 01.2021
  • Install new UCS C240 servers (BE 6000 Platform setup via VMWare 6.5)
  • Perform version upgrade of (PBX) Cisco Call Manager 8.5 to 11.5
  • Perform version upgrade of (Voicemail Platform) Cisco Unity Connection 8.5 to 11.5
  • Perform new site turn up the network via Call Manager/Unity Connection and Voice Gateway/CUBE
  • Perform new site turn up for new voice gateway/CUBE setup (MGCP/H.323/CUBE)
  • Perform decommission of T1 circuits to remote sites to Cisco CUBE /Trunk Infrastructure via METTEL SIP Provider.
  • Perform circuit troubleshooting for company working with local and long-distance carrier to resolve circuit.
  • Issues (T1/SIP)
  • Strong working knowledge of Voice Gateway setup, support and troubleshooting (MGCP/H.323/SIP)
  • Working knowledge of video and audio conferencing (Microsoft Teams, Webex, ZOOM Akkadian Acano)
  • Provide implementation and troubleshooting support for Webex and Zoom video conferencing for local and remote Newmark end users.
  • Managed and created WebEx infrastructure environment which included new site builds and user account and licensing management.
  • Coordinate and build out new Webex conference room systems along with calling routing planning.
  • Perform integration of Cisco Platforms (CUCM, CUC and IM & Presence and Expressways)
  • Perform Expressway C and E configuration setup for MRA (Mobile Remote Access) via Cisco Jabber application for remote access to the company network.
  • Strong working knowledge of Cisco Jabber-Presence Server/VCS-C/VCS-Expressway product design, implementation and product support.
  • Firewall and port management for device management sessions using UDP, TCP, TLS and RTP
  • Strong Knowledge of Cisco Collaboration Endpoint implementation and product support.
  • Perform pre-meeting verification checks and video conference setup of Cisco Telepresence endpoints for company end user community.
  • Perform UCCX MIGRATION V8 to UCCX .11.5 with day 2 support for remote offices.
  • Perform completion of Cisco UCCX platform training and certification for designing and implementation and support of platform
  • Build out help desk call agents thru CUCM 11.5 and call-based routing functions using UCCX 11 to handle contact center functions for Cantor Fitzgerald/Newmark network infrastructure.
  • Implement and manage QOS settings over both data and voice infrastructure as needed as per site.
  • Strong working knowledge of Skype of Business, Microsoft Teams, Cisco WebEx applications.
  • Strong design and deployment knowledge of Office 365 voice mail application.
  • Ticket resolution using V-Fire ticket software program for both Cisco CUCM 8.5, 11.5/ CUC 8.5, 11.5 and Cisco CME and CUE platforms environment consist of 4 clusters and 20k endpoints.
  • Perform MACD operations on Cisco CUCM/CUC/CME/CUCE platforms.

Voice Engineer

Alliant Technologies via Mitchell Martin
11.2015 - 01.2016
  • Configured and racked and cabled Cisco 3945 voice gateways for end client.
  • Information gathering for end user database for phone migration deployment project via Cisco BAT tool.
  • End Client cancelled phone migration project (Avaya to Cisco) total of 10k user migration Jan 2015

Network Engineer

Tel-Networks USA
05.2015 - 11.2015
  • Installed and configure Cisco BE 6000 platform for CUCM 10.5, CUC 10.5, Presence 10.5
  • Installed Informa cast Server 9.1 for paging thru IP phones for end client.
  • Performed Phone Administration for Cisco Call Manager 10.5 and Cisco Unity Connection 10.5 platform.
  • Perform VPN phone administration on Cisco Call Manger 10.5 platform.
  • Installed and configured Jabber and Extension Mobility for client VOIP environments.
  • Troubleshooting VOIP environment using both Cisco troubleshooting tools Wireshark, DNA, RTMT and debug commands.
  • Installed and configured Voice Gateways via MGCP, T1 and Sip Trunks.

Unified Communication Engineer

NYU Langone Medical Center via Panagia Partners
01.2015 - 04.2015
  • Performed Informa Cast server upgrade from version 8.5 to 9.1 platforms.
  • Setup IP phones and user groups from various departments to test and use features of the product.
  • Installed and tested new product features (Call Aware, Resiliency) in test environment to be deployed on production network.
  • Perform Remote Cisco VPN phone access for telecommuting workers.
  • Created Virtual Machines (VM’s) by using OVA files via VMware vSphere (ESXI 5.5) for Informa Cast Test server cluster environment (Publisher/Subscriber) for H/A high availability.
  • Created SIP Trunks and CTI route points for Production and Test Informa Cast environments to provide additional paging functionality.
  • Created end user documentation for Informa Cast phone paging system.
  • Created Visio diagramming of Informa Cast Call Aware call flow and Cisco Call Manager Call Flow.

Education

A.S. - Business Information Systems

Essex County College
Newark, NJ
08.1985

Skills

  • Hardware: Cisco Routers Layer 3 (3945/43XX/44XX) Cisco Switches Layer 2 (3750G/3750X/4500), Cisco ASA 5510, Cisco VG224, Juniper Net screen SSG550, Webex Video Endpoints, Cisco IP Phones 79xx, 88xx, 99xx, Cisco Polycom Units 88xx, Cisco Collaboration Endpoints DX80, DX70, SX80, MX700, MX800, SX20, SX10, Crestron Endpoints (Mercury-X) Cisco UCS-B servers, UCS-C servers
  • Software: Microsoft Teams Office 365, Singlewire Informa Cast Paging System 84, 91, Microsoft Visio, Kurmi 9x, Cisco Jabber 14x, Cisco Webex, AWS , Voice Generator, SolarWinds, ServiceNow, V- Fire and Remedy ticketing systems, 2nd Nature-Uni-Max, Unified FX Migration tool
  • Operating Systems: Cisco IOS 15X, CIPT 8x, Cisco Call Manager 10x, 11x, 12x, 140 Publisher/Subscriber, Cisco Unity Connection 10 thru 12x,14x, Cisco Call Management Portal, Cisco Jabber (10x -14x) Cisco PCD, CER 11x thru 12x,Cisco CUBE, Cisco BAT Tool, RTMT, CME, CUC 7x 8x,Cisco Finesse v10, Cisco Extension Mobility, Cisco SNR, VMware vSphere (ESXI 5x, 6x, 7x), VCenter
  • Security: Cisco Secure Intrusion Detection Systems, CA-Spectrum v90, AAA/TACACS, RADIUS, SSL, GRE, IPSEC, NAT/PAT
  • Protocols/Technologies: OSI Model, Gigabit Ethernet, 10GE, T1, Spanning Tree, 8021Q, VLANS, TRUNKING, QOS VTP, IP, TCP, UDP, EIGRP, OSPF, BGP, H323, SIP, MGCP, SCCP
  • Critical thinking
  • Project management

Certification

CCNP-Collaboration: Cisco Certified Voice/Video Professional (Active)

Timeline

Cisco Operations III Engineer

State of Arizona via TEKsystems
03.2024 - Current

Cisco (SME) Voice Engineer

Dept of Veterans Affairs via Norwin
05.2022 - 03.2024

System Engineer Voice

Bank of America via Insight Global
02.2021 - 04.2022

Global Voice Engineer

Newmark Grubb Frank Knight
02.2016 - 01.2021

Voice Engineer

Alliant Technologies via Mitchell Martin
11.2015 - 01.2016

Network Engineer

Tel-Networks USA
05.2015 - 11.2015

Unified Communication Engineer

NYU Langone Medical Center via Panagia Partners
01.2015 - 04.2015

A.S. - Business Information Systems

Essex County College

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