Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MARCUS MACK

Arlington,VA

Summary

Skilled in building, configuring, implementing, managing, and supporting Cisco UCCE network environments with a strong desire to move into cloud-based technologies.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Managed Services UCCE Engineer III

Presidio
01.2018 - 08.2023
  • Design, implement and support, UCCE product suite in conjunction with
  • CUCM in an environment spanning across six redundant clusters worldwide
  • Ensure integrity and stability of all contact center environment , while providing technical guidance to resolve service impact in a timely manner
  • Perform advanced ICM/CVP scripting and Finesse installations
  • Develop technical documentation and training for Tier 2 and Tier 1 on best practices as required by projects specification and implementation
  • Responsible for day to day Tier 3 support of PCCE environments, including MACD/patching/upgrades

UC/CE Engineer III

HCA Healthcare
10.2021 - 10.2022
  • Perform ICM call routing and IP/IVR scripting
  • Advanced IPCC Enterprise scripting changes and queue modification to corporate and company call centers requirements
  • Work with corporate and call centers administration to ensure accurate call reporting is available and easily obtained
  • Tests and evaluates hardware and software to determine efficiency, reliability, and compatibility with existing systems.

UCCE Engineer III

U.S, Veterans Affairs
03.2015 - 03.2017
  • Installed and configured all UCCE / ICM components such as Routers, Loggers
  • PGs, HDS, AW, Webview, MRPG, Dialer and CTIOS
  • Designed and implemented various ICM to SQL integrations, created SQL stored procedures
  • Created an internal best practices scripting guide for all engineers as a reference so that all scripts would be more consistent
  • Integrated CVP Micro Apps via ECC variables in order to provide application integration to web applications and various SQL database dips
  • Redesigned the ICM / CVP scripting standards so that call types were properly set and other scripting variables were consistent across all scripts
  • Which of your achievements match the job you’re applying to?

Education

High School Diploma -

Archbishop Carroll High School
Washington, DC
06.2002

Skills

  • Troubleshooting
  • Implementation
  • Documentation
  • Analysis
  • ICM/UCCE/PCCE/UC/CUIC/CUSP/AWS/EC2/
  • IAM/VPC/RDS/Cloudshell/Linux/
  • Terraform/Git/Github
  • AWS Solutions
  • Google Cloud Platform
  • Microsoft Azure

Certification

CCVP (2013)

Timeline

UC/CE Engineer III

HCA Healthcare
10.2021 - 10.2022

Managed Services UCCE Engineer III

Presidio
01.2018 - 08.2023

UCCE Engineer III

U.S, Veterans Affairs
03.2015 - 03.2017

High School Diploma -

Archbishop Carroll High School

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MARCUS MACK