Job Search Status
Open to workDesired start date: Immediately
Open To Work
Scott Charter
Wills Point
Work Preference
Summary
Dynamic Voice/Network Engineer with extensive experience in Cisco VoIP configuration and Call Center support. Demonstrated ability to deliver high-quality customer service while maintaining attention to detail. Technical expertise and problem-solving skills utilized to enhance network performance and achieve operational goals.
Overview
37
37
years of professional experience
Work History
Network Engineer
FLIX North America
Dallas
12.2022 - 09.2025
- Identified and resolved 95% of Meraki network-related issues, escalating only complex network-related problems to senior Network Engineers and vendors.
- Executed network infrastructure modernization initiatives to enhance operational efficiency.
- Established monitoring and alerting systems for wireless cellular devices, reducing customer downtime by 50%.
- Leveraged telecommunications skills to facilitate troubleshooting, training, and design across teams.
- Maintained and configured Meraki network infrastructure to optimize FLIX North America's operations.
- Monitored network performance and addressed connectivity issues promptly.
- Developed network documentation for systems and processes used in operations.
- Troubleshot hardware and software issues affecting network functionality daily.
- Implemented Meraki switches, firewalls, and other hardware for effective deployment and management of LAN, WAN, and wireless networks.
- Evaluated new technology and network products for potential benefits to the organization.
- Coordinated with vendors and service providers to ensure timely delivery and setup of network equipment and services.
- Led the deployment of VoIP (Voice over IP) solutions to enhance communication capabilities while reducing operational costs.
- Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.
- Replaced faulty or damaged network hardware components to improve performance.
- Supported cross-functional teams through effective communication and problem-solving techniques.
Cisco Voice Engineer
Greyhound Lines Inc
Dallas
01.2017 - 12.2022
- Analyze and fix Voice over IP systems and related services including Call Manager capabilities, Unity Connection Voicemail, Cisco CUBE, Expressways, UCCX, UCCE call center applications, with SIP/H323/MGCP and analog gateways included.
- Expertise in Cisco Unified Communication Manager, Unity Connection, Cisco Emergency Responder, CUBE, and SRST gateway provisioning.
- Partner with vendors and stakeholders to uncover and correct issues, applying solutions that ensure immediate and sustainable effectiveness.
- Coordinate changes and obtain critical authorization from management and Change Advisory boards.
- Configured basic Call Center Express (UCCX) and Call Center Enterprise (UCCE) scripting
- Managed resolution of incidents and service requests within established service level agreements.
- Develop comprehensive documentation outlining processes and procedures for maintenance and support of Cisco IPT and UCCE solutions
- Deliver on-call operational support for all aspects of Cisco VOIP hardware and software
- Administer operational support for moves, adds, and changes concerning service tickets.
- Collaborated with vendors regarding product compatibility issues and other technical matters.
- Supported end-users with network and device troubleshooting and diagnosis.
- Collaborates with business users to define call flow, call center requirements, solutions, reporting, and systems enhancements.
- Documents corporate and remote branch call flow structures and call flow representations.
- Builds and maintains spreadsheets and related discovery documents for call center strategies.
- Evaluates and recommends new products and concepts for call center activity.
- Support strategic and tactical initiatives for optimization of complex voice networks.
- Works within established guidelines, technological strategic goals, and other policies and procedures.
- Conducted regular maintenance on voice equipment to ensure optimal performance.
- Collaborated with IT teams to integrate voice solutions with existing systems.
- Configured call routing rules in order to optimize traffic flow within the network.
- Carried out regular maintenance tasks such as firmware upgrades and patching of software components.
- Resolved complex technical issues related to IP telephony networks.
- Performed troubleshooting activities for voice networks using packet capture tools like Wireshark.
Consulting Division Network Engineer VoIP
HCA
Coppell
05.2015 - 01.2017
- Conducted comprehensive testing and analysis of all components within voice over IP network facilities (software, communications devices, circuits, routers, and end station devices) across multi-hospital environment.
- Address and advise on maintenance of divisional infrastructure, focusing on network connectivity related to VOIP technology.
- Assist in design, configuration, and deployment of Divisional Cisco Unified Call Manager, Unity Connection, Call Center Express, and related components for PBX call processing.
- Facilitate support for Call Center Enterprise agents and optimize local infrastructure
- Interface with Corporate support to address and rectify issues related to Enterprise platform.
- Evaluate complex production issues and apply analytical and problem-solving skills to implement corrective actions.
- Supervise and ensure network systems support for production environment in relation to performance and availability of critical business voice services, associated equipment, and infrastructure.
- Coach peers on new configurations, processes, and addressing technical problems on legacy and VoIP PBX platforms.
- Create and maintain process and work procedure instructions supporting telecom tasks across multiple job roles within the Division.
Telecom Manager
HCA
Coppell
11.2009 - 05.2015
- Responsible for technical and managerial leadership in design, planning, installation, operation, maintenance and advanced trouble shooting of Division-wide Legacy Nortel and Cisco VoIP telecommunications infrastructure.
- Trained, supervised, managed and developed voice services technical analysts in their telecommunications duties.
- Identified and developed procedures and procedural review standards for maintenance of Division telecommunications systems following Corporate/Division standards.
- Responsible for disaster recovery, extended outages and downtimes associated with telecommunications equipment.
- Saved over $80K per year thru multi-site audit and removal of vendor circuits, lines and services.
- Coordinated with vendors on service and equipment contracts and orders.
- Supervised, coordinated, completed the repair of communications devices averaging record high 91% SLA completion time per year.
- Decreased wait time to patients by 15% thru integration of phone systems to facility nurse call systems.
Voice Network Systems Manager
Texas Air National Guard
Grand Prairie, TX
02.2007 - 12.2014
- Held Top Secret security clearance
- Managed deployment, installation, repair and sustainment of fixed, mobile, and transportable communications systems including switching, Voice over IP, Management systems and associated network hardware, cabling, software and transmission media supporting command, control, communications, computer, intelligence, surveillance, and reconnaissance (C4ISR) systems
- Managed system performance monitoring of systems and circuits. Analyzed test results and implemented corrective actions
- Checked equipment for serviceability and performed preventive maintenance
- Oversaw maintenance and administration of telecommunications records, forms, and databases. Validated updated entries on system, facility, maintenance, and inspection records
- Performed mobilization and operation of deployable communications systems
- Supervised additional personnel in the training, configuration and maintenance activities of voice networks including Avaya PBX and associated hardware, Redcom IGX and associated hardware
- Directed maintenance activities for voice equipment in accordance with established timeframes.
- Provided planning input for training needs, track personnel training requirements, create and update training plans, mentor personnel on professional and personal subjects
Senior Database Consultant
Nortel Networks
Richardson, TX
10.2000 - 09.2009
- Performed complex Succession switch translations, non-switching component configuration and network data provisioning services for VoIP Solutions within defined timelines to ensure customer satisfaction and loyalty
- Configured routing and screening translation data fill consisting of combinations of CLASS, SS7, AIN/LNP, CENTREX, ISDN, Equal Access and Billing applications for TDM, Succession and soft switch networks
- Attended and conducted customer meetings to determine voice network requirements and to collect necessary data for provisioning of Carrier and Enterprise Succession network components
- Configured and maintained Nortel equipment comprising CS2000 Compact, Storm servers, Passport 8600, Universal Signaling Point, CS2000 Management Tools, Gateway Controller, SDM/CBM, Sun N240 and V100, Mediatrix Line Gateway, Sun Ultra 10, RS6000 and Integrated Element Management System for technology shows
- Created database engineering services that Integrated CS2000/CS2100 to Microsoft Office Communication Server and Nortel Multimedia Conferencing Servers
- Produced and delivered hardware extension files supporting customer switch equipment capacity changes, new additions or deletions of existing hardware
- Developed and tested processes and procedures, local work instructions and statements of work to support new and ongoing service offerings
- Conducted training sessions with customers and other Nortel engineers on specific configuration and provisioning for both TDM and Succession network components
- Mentored and lead first and second level software engineers and acted as a Team Leader for complex network projects
Voice Network Systems Technician
United States Air Force Reserves
Ft Worth, TX
06.2002 - 02.2007
- Deployed, installed, repaired and sustained fixed, mobile, and transportable communications systems including switching, Voice over IP, Management systems and associated network hardware, cabling, software and transmission media supporting command, control, communications, computer, intelligence, surveillance, and reconnaissance (C4ISR) systems
- Tested, troubleshot, and repaired voice systems equipment and circuits utilizing tools and test equipment
- Monitored the performance of systems and circuits. Analyzed test results and implemented corrective actions
- Checked equipment for serviceability and performed preventive maintenance including corrosion control
- Maintained and administered telecommunications records, forms, and databases. Updated and verified entries on system, facility, maintenance, and inspection records
- Performed mobilization and operation of deployable communications systems
- Coordinated and assisted end users in isolating and eliminating communications connectivity problems.
- Removed, repaired and replaced assemblies, subassemblies and electronic components to optimally sustain communications networks
Software Engineer
Nortel Networks
Richardson, TX
09.1998 - 10.2000
- Supported initial installations and upgrades of DMS-500 switches by engineering switch database translations to meet customer requirements and Nortel standards and commitments
- Coordinated with customers to establish necessary translation requirements to build a customized database for the switch
- Created data fill for routing, screening and trunking by utilizing customer provided information and established standards
- Provided translations consulting and support to internal and external customers to include analysis of customer networks, applications and functionality
- Responsible for technical assistance and problem resolution on customer switches
- Assist with training, developing and mentoring other engineers
Engineer II
MCI Metro
Richardson, TX
07.1997 - 09.1998
- Responsible for implementation of Nortel DMS-100 local network switch translations including switch standardization in all existing and new switches
- Performed troubleshooting on network translations to include CCS7, ISDN, Centrex, LNP and routing problems using all available resources to pinpoint and correct troubles
- Responsible for implementation and training of Group Engineers for routing and code updates
- Assisted in system administration for PC Codes system
Network Surveillance Engineer
New Boston Systems
Cary, NC
01.1997 - 07.1997
- Responsible for database translation troubleshooting on DMS-100 and Siemens switches for MCI local services network to include all call routing and customer options for lines and trunks
- Monitored, troubleshot and resolved real time network traffic problems for MCI local services
- Coordinated with applicable organizations to resolve troubles and conflicts pertaining to degradation of network traffic and customer local services
USAF Telephone Switch Technician
United States Air Force
11.1988 - 01.1997
- Performed maintenance on Nortel DMS-100 and Meridian SL-1 telephone switching equipment to include service order changes, changes to data tables, circuit card replacement, programming and repairs
- Data filled translations tables to support changes to call routing and screening, line and trunk tables and work requests for services added or removed.
- Experienced in troubleshooting the Nortel DMS-100 to include lines, trunks, attendant’s consoles and all major software and hardware components of the switch
- Assisted in programming of Meridian Voice Mail system to include routing data within the DMS-100, data for the voice mail module, sub-menus and mail boxes
- Processed and verified all local telephone records to include paper and computer automated records
- Repaired and replaced electro-mechanical switching equipment for a Step-by-Step dial central office
- Conducted Preventive Maintenance Inspections on equipment in DMS-100 and Step-by-Step dial central offices
- Processed and verified all local telephone records to include paper and computer automated records
- Completed service orders by installing/removing jumpers on main distribution frames.
- Maintained Network Equipment Technologies’ (NET) IDNX 90/70/20 equipment for the Defense Information Systems Network node
- Solved telephone troubles on Meridian SL-1 to include data changes and component replacement
- Repaired line problems using test board procedures and test equipment in a Step-by-Step dial central office
- Corrected troubles within the IDNX 90/70/20, SPX 50 processor and ADNX-48 channel bank equipment for a
Defense Information Systems Network node - Conducted site surveys of facilities, equipment and materials needed for each installation
- Performed marking site layout according to engineered drawings and applicable technical references
- Installed cabinets, main distribution frame, cable rack, conduit and cable duct
- Installed ground, AC, DC, and standard 25 pair cables
Education
Some College (No Degree) - General Education
Diablo Valley College
Pleasant Hill, CASkills
- Cisco VOIP configuration
- CUCM
- Unity
- UCCX
- UCCE
- Unified CVP
- Cisco IPIVR
- Logger/Rogger
- Router
- AgentPG
- PIM
- Cisco Agent Desktop
- CUIC
- CER
- ELM
- CME
- CUBE
- Finesse
- Cisco Expressways
- Uptivity Call Recording
- NICE Workforce Management
- Meraki MX Devices
- Meraki MS Devices
- Cisco 29XX/39XX Routers
- Cisco 37XX/38XX Switches
- VG224
- VG310
- VMWare
- VSphere
- Inseego Portal
- Netgear Insight Pro
- ServiceNow
- Ansible
- Terraform
- GIT
- GITLAB
- MS Teams Calling
- AWS
- RTMT
- Solarwinds
- CDR
- Telnet
- FTP
- SSH
- SFTP
- RDP
- SCCP
- MGCP
- SIP
- H323
- G729
- G711
- SS7
- AIN / LNP
- CENTREX
- ISDN
- DMS
- SL/CS1K PBX
- Avaya PBX
- Test
- Diagnose
- Troubleshoot
- Process control
- Customer service
- Support
- Database configuration
- Maintenance
- Legacy telecom
- Process documentation
- Project management
Certification
- Cisco Certified Network Associate (CCNA)
- Security Plus Certification
- Global Knowledge Certified ATM Engineer
Training
- Cisco UCCE Administration
- Cisco UCCE Administration Advanced
- Cisco CAPPS
- Global Knowledge IT Boot Camp
- CCNA Implementing Cisco Unified Communications Manager 1-2
- Administering Cisco Unified Communications Manager 1-2
- Cisco Unified Provisioning Manager
- Introducing Cisco Voice and Unified Communications Administration
- Implementing Cisco Unified Communications Voice over IP and QoS
- Integrating Cisco Unified Communications Manager
- Troubleshooting Cisco Unified Communications Manager
- Building Scalable Cisco Networks
- USAF Telephone Switching Systems Training
- Digital Switching System Technician Courses
- Network Equipment Technologies IDNX 90/70/20 Operations and Maintenance
- Multiple Nortel DMS and Succession platform and application courses
- Global Knowledge Essentials of ATM, ATM Internetworking, ATM Troubleshooting Courses
- Juniper Networks Architecture and Configuration
Community And Volunteer Interests
- Highly involved in local church
- Serve as sound technician for church technology team
- Lead Marriage Ministry
- Lead Community Group
- Serve on Men's Directional Team
- Mentor to others attending Re:Generation Ministry
Computer Proficiencies
Windows, MAC, UNIX, Android, MS Office Suite, IE, Mozilla, Chrome, Dameware, Webex, Visio, Wireshark, KEdit, Solarwinds, Linksys Routers, Netgear Routers, Dell/HP PC’s, iPad, iPhone
References
References available upon request.
Timeline
Network Engineer
FLIX North America
12.2022 - 09.2025
Cisco Voice Engineer
Greyhound Lines Inc
01.2017 - 12.2022
Consulting Division Network Engineer VoIP
HCA
05.2015 - 01.2017
Telecom Manager
HCA
11.2009 - 05.2015
Voice Network Systems Manager
Texas Air National Guard
02.2007 - 12.2014
Voice Network Systems Technician
United States Air Force Reserves
06.2002 - 02.2007
Senior Database Consultant
Nortel Networks
10.2000 - 09.2009
Software Engineer
Nortel Networks
09.1998 - 10.2000
Engineer II
MCI Metro
07.1997 - 09.1998
Network Surveillance Engineer
New Boston Systems
01.1997 - 07.1997
USAF Telephone Switch Technician
United States Air Force
11.1988 - 01.1997
Some College (No Degree) - General Education
Diablo Valley College
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