Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Nicholas Macri

Summary

A proven telecommunications professional with more than 25 years experience designing, implementing, and maintaining the Avaya Aura suite, solving techinical issues, and aiding client success.

Overview

25
25
years of professional experience

Work History

Sr. Telephony Engineer

Waterfield tech
04.2014 - Current
  • Design, implement, and post-installation for advanced Avaya integrated SIP environments
  • Oversite of projects from pre-sales, planning, resource assignments, implementation, documentation, and project timelines adherence
  • Serve as Technical Account Manager for large Enterprise customers comprising of Banking Institutions, Hospitals, and State Agencies
  • Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.
  • Provided input to team lead regarding areas for process and procedural improvement.

Sr. Technical Support Engineer

Black Box network services
07.2011 - 04.2014
  • Provided sales support, design, installation, and project management for the Black Box / Genesis joint venture
  • Served as technical Telephony / Networking SME resource for staff, management, sales executives, and clients
  • Traveled extensively throughout North America representing Black Box as a technical consultant to major clients such as AT&T, HP, and IBM.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Traveled with sales engineers on customer site visits to respond to specific technical questions.

Field engineer

Altura Communications Solutions
04.2009 - 07.2011
  • Installation and maintenance of enterprise Avaya PBX, Voicemail, and peripherals
  • Provided critical maintenance and repairs with minimal interruption to customer service
  • Managed team of Field Engineers on large scale installation projects and timelines
  • Developed comprehensive engineering documents for all projects.

NOC Engineer

Carousel industries
10.2008 - 04.2009
  • Consistently exceeded performance goals and acquired higher level certifications to support business partnerships
  • Exceeded SLA times to resolve complex SIP, networking, hardware, and software system failure events.
  • Updated internal customers regarding open tickets and status of resolutions.
  • Kept detailed documentation on each support ticket and added lessons learned to knowledge base.

Senior Engineer

Black Box network services
05.2006 - 10.2008
  • Operated as technical lead for Analysts supporting the AT&T call center support engagement
  • Provided staff support, training, project management, workload assistance, and network and software support for the AT&T Shared Resource Center at Black Box
  • Mentored and coached entry-level and junior engineers to improve talent and boost skill levels.
  • Promoted teamwork and demonstrated effective communication skills to improve collaboration among personnel.

Senior Technician

Avaya
10.1998 - 12.2005
  • Installation of Avaya PBX equipment from cabling, hardware, and software stages
  • Resolved complex technical issues through comprehensive troubleshooting and coordination with Bell Labs developers
  • Valued by Connecticut based Fortune 500 companies, including ESPN, The Hartford as a resolute, trusted, and proficient technician
  • Completed preventive maintenance on set schedules.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Completed complex upgrades and migration on newly released software and hardware

Education

High School Diploma -

Coginchaug Regional High School
Durham, CT
1997

Skills

  • Project Planning
  • Process Improvement
  • Technical Reporting
  • Bid Drafting
  • Project Management
  • SIP
  • Networking
  • Avaya Aura
  • Telephony
  • Call Centers
  • LAN - WAN
  • Troubleshooting

Timeline

Sr. Telephony Engineer

Waterfield tech
04.2014 - Current

Sr. Technical Support Engineer

Black Box network services
07.2011 - 04.2014

Field engineer

Altura Communications Solutions
04.2009 - 07.2011

NOC Engineer

Carousel industries
10.2008 - 04.2009

Senior Engineer

Black Box network services
05.2006 - 10.2008

Senior Technician

Avaya
10.1998 - 12.2005

High School Diploma -

Coginchaug Regional High School

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Nicholas Macri