Summary
Overview
Work History
Education
Skills
Certification
Timeline

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

Unitek College, San Jose, CA
11.2012

No Degree - Aircraft Airframe And Powerplant Technician

Salt Lake Community College, Taylorsville, UT
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
Mark Harris