Mark Harris
South Jordan,UT
Summary
A Cisco CCNP-Collaboration certified UC engineer, with over a decade of UCAAS experience who is always looking for a challenge. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr Voice/ Cisco Architect
CallTower Inc.
South Jordan
02.2013 - Current
- Managed and mentored team of Cisco engineers, sharing skills and expertise and encouraged each member to bring forward ideas and suggestions for improvement.
- Responsible for design, implementation, and administration of over 25,000 endpoints across thirteen Cisco UCM clusters including Cisco expressway, ACD deployments and PSTN infrastructure across multiple global data centers .
- Authored technical documentation for support and implementation.
- Designed, and Implemented system for monitoring and alerting of systems as well as call completion and call quality for voice and video traffic.
- Engaged in fourth-level support for customers requiring routine support and troubleshooting as well as developing solutions for complex business requirements.
- Configuration and deployment of Session border controllers for CallTower customers as well as internal infrastructure. Expertise and certifications with Cisco, Audio Codes, and Meta.
- Assisted with three separate acquisitions which involved integrating disparate voice infrastructures, processes and platforms.
- Designed tested and deployed Cisco UCM, Cisco HCS 10.5, as well as certified Cisco Webex calling with partner connect.
- Drafted visual representations of software architecture design for presentation to stakeholders.
- Cultivated interpersonal skills by building positive relationships with team members and customers.
Cisco Voice Services Engineer
CallTower Inc.
South Jordan UT
02.2012 - 04.2013
- Monitoring, maintenance, and administration of eight Cisco UCM clusters, and over 20,000 endpoints including Cisco Jabber, and tele-presence.
- Work with carriers and vendors to ensure reliable service for CallTower clients.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Engaged in fourth-level support for customers requiring routine support and troubleshooting.
Technical Services Engineer
CallTower Inc.
South Jordan, UT
02.2009 - 03.2012
- Monitor, MPLS circuits, work with carriers, and customers during outages.
- Troubleshoot technical issues for Cisco UCM, CUCM, and IPCC, as well as Microsoft Exchange, Sharepoint, and Office Communications Server.
- Engaged in third-level support for customers requiring routine support and troubleshooting as well as configuration of complex adds, moves and changes.
Technical Project Manager
CallTower Inc.
South Jordan, UT
10.2005 - 02.2009
- Communicated project plans and progress to key stakeholders and project contributors.
- Worked with project stakeholders on planning design, and implementation of CallTower hosted CIsco UCM services.
- Configuration and on-site deployment of endpoints, circuits, and integrated Service routers as well as training.
Cisco PDI Help Desk
Convergys
Murray, UT
01.2004 - 10.2005
- Assisted with planning, design and implementation of Cisco Callmanager, Unity, and PSTN connectivity for Cisco Partners.
- Liaison between Cisco engineering resources and partners.
Education
No Degree - Cisco Certified Network Professional
11.2012
No Degree - Aircraft Airframe And Powerplant Technician
05.2002
Skills
- Team management and mentoring
- Cisco Unified communications manager versions 3x - 12x
- Cisco Unity connection versions 3x - 125
- Cisco Expressway
- Cisco IOS including CUBE
- SIP, MGCP, SCCP, TDM
- Audio Codes
- Metaswitch
- Resilient voice network design
- International calling deployments and dial plans
- Regulatory compliance
Certification
- Cisco certified Network Professional Collaboration
- Cisco Video Network Representative
- Express Collaboration Systems Engineer Representative V2
- Audio Codes associate
- Metaswitch translations
- Zoom Phone Deployment Advanced
Timeline
Sr Voice/ Cisco Architect - CallTower Inc.
02.2013 - Current
Cisco Voice Services Engineer - CallTower Inc.
02.2012 - 04.2013
Technical Services Engineer - CallTower Inc.
02.2009 - 03.2012
Technical Project Manager - CallTower Inc.
10.2005 - 02.2009
Cisco PDI Help Desk - Convergys
01.2004 - 10.2005
Unitek College - No Degree, Cisco Certified Network Professional
Salt Lake Community College - No Degree, Aircraft Airframe And Powerplant Technician