ROBERT MORTON
Star,United States
Summary
Accomplished Voice Communications Engineer with extensive experience building scalable and secure core, metro, and access networks. Skilled in enhancing systems and aligning technical solutions with business objects. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Voice Communications Engineer III
Syringa Networks
01.2024 - Current
- Design and troubleshoot VoIP and TDM systems in a large-scale service provider.
- Integrate and optimize core and access network voice infrastructure including Metaswitch CFS and Perimeta SBC.
- Manage security implementation and actively mitigate growing cyber threats to the voice infrastructure.
- Implement network security protocols and firewalls to ensure reliability and protection.
- Collaborate with vendors to evaluate hardware/software releases and implement enhancements.
- Provide Tier 4 support and documentation for NOC and provisioning teams.
- Evaluated emerging technologies to recommend strategic improvements in communication services.
Provisioning Analyst
Syringa Networks
10.2022 - 01.2024
- Assess facilities to determine capacity and needs for telecommunications systems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Developed and maintained documentation for provisioning processes and system configurations.
Network Operations Technician - Voice Analytics
Syringa Networks
07.2021 - 10.2022
- Duty's include Providing technical support, troubleshooting, isolating, and resolve/escalate carrier network issues
- Initiative-taking network monitoring for SD-WAN services including Cisco, VeloCloud, and Meraki
- Serve as on call engineer/subject matter expert for all voice telecommunication services
- Assist as a point of escalation and work one on one with customers, carriers and partners to troubleshooting voice services ranging from Analog lines, PRI, SIP Trunks, T1's, Metaswitch, hosted PBX, Adtran, and contact center solutions
- Provide engineering support and continued training for NOC personnel on specialty voice, TCP/IP, QOS & VoIP best practices.
- Troubleshot hardware and software to determine and rectify network problems.
- Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
Lead Field Engineer
DataTel Communications
08.2014 - 07.2021
- Expert in commercial PBX design, project development, installation, and ongoing maintenance of Mitel Unified Communication & Collaboration platforms
- Experienced managing multiple time sensitive projects and maintaining open communication with the customer
- Duties include scheduling meetings directly with customers, IT staff and vendors
- Developing timelines and setting proper expectations throughout multiple stages of the project
- Experienced troubleshooting complex network issues in each layer of the OSI model.
- Daily tasks include design, deployment and troubleshooting of LAN, VPN, and MPLS networks.
- Examples include jitter, latency, and insufficient bandwidth
- Experienced installing structured cabling i.e., cat5, cat6, 25 pair, buried cable, and grounding.
- Including termination to 110 blocks, 66 blocks, patch panels, extending dmarc’s to server rooms for T1’s, pots lines, or data transport.
- Mitel Certified Technician licensed for design, programming, training, maintenance, and installation of multiple Mitel PBX UCC platforms
- This includes, call reporting, call recording, attendant consoles, software/web soft phones, session border controllers, secure teleworker profiles
National Order Help Desk Support
CenturyLink
01.2012 - 01.2014
- Duties include accommodating requests from various departments for order corrections, troubleshooting orders and accounts that have errors and or complex billing.
- Daily interactions include coordinating troubleshooting efforts with Outside techs, plant supervisors, held orders, lrac, rcmac, customer service, and retention.
- Other responsibilities include managing customer escalations driven from customer service and retention.
- Quickly deescalate the customers, determine a shared solution based on documented remarks and customer feedback on first contact.
Credit Consultant
CenturyLink
01.2010 - 01.2012
- Duties performed include assisting customers to make payment arrangements in order to avoid service interruptions or to restore denied accounts.
- Duties performed include assisting customers in paying final bills and or removing select carrier denials, and SNP accounts.
- Other included duties, meeting and exceeding cash collected goals as well as exceeding sales objectives within expected handle times.
Education
Associate of Arts - Communications
University of Phoenix
Online01.2012
High School Diploma -
Horizonte Instruction & Training Center
Salt Lake City, UT01.1999
Skills
- VoIP architecture design
- Session Initiation Protocol (SIP)
- Session border controller management
- BGP configuration proficiency
- Cisco networking
- Tier 4 support
- Project Management
- System Troubleshooting
- Innovative product strategy
- Cyber threat mitigation
- Metaswitch management
- Network capacity management
- Network Access control implementation
- VoIP infrastructure deployment
- Firewall configuration expertise
Certification
- SSCA Elite & SSCCP Certified - The SIP School
- Mitel Interaction Recording ASC Analytics
- Xarios Call Recorder - Xarios Technologies
- MiVoice Call Recording (Oaisys) - Mitel
- MiVoice Office Application Suite - Mitel
- Mitel MiContact Center Office (CSM/MICCO) - Mitel
- CT Gateway - Mitel
- MiVoice Border Gateway (MBG) - Mitel
- Mitel Standard Linux (MSL) Virtual Appliance - Mitel
- MiCollab NuPoint Unified Messaging - Mitel
- MiCollab Advanced Messaging (MICAM) - Mitel
- MiCollab (MAS/UCA/MCA) - Mitel
- MiVoice Business (MVB/MCD/3300) - Mitel
- Mitel 3000 - Mitel
- MiVoice Office 400 - Mitel
- MiVoice Office 250 - Mitel
Timeline
Voice Communications Engineer III
Syringa Networks
01.2024 - Current
Provisioning Analyst
Syringa Networks
10.2022 - 01.2024
Network Operations Technician - Voice Analytics
Syringa Networks
07.2021 - 10.2022
Lead Field Engineer
DataTel Communications
08.2014 - 07.2021
National Order Help Desk Support
CenturyLink
01.2012 - 01.2014
Credit Consultant
CenturyLink
01.2010 - 01.2012
Associate of Arts - Communications
University of Phoenix
High School Diploma -
Horizonte Instruction & Training Center