Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Scott MacFarlane

Manhattan,IL

Summary

An experienced and resourceful senior voice engineer utilizing ITIL based work execution with strong PSTN knowledge, experience with Dial Plans, Voice Policies, Unified Messaging, SIP Trunking and Video Conferencing installation, maintenance and support. Led global teams to troubleshoot, manage and resolve network challenges to maintain uptime requirements above 99.3 percent. Manage high-level projects which lead to increased stability, innovative feature sets and increased overall availability in the environment. Proven success maximizing productivity, increasing contact center efficiencies and provide training for call center agents to the CEO.

Telecom engineer with strong focus on network optimization, system design, and troubleshooting. Proven ability to collaborate with teams and adapt to changing needs to achieve results. Skilled in VoIP, video engineering, and network security. Reliable and flexible with commitment to high standards and impactful outcomes.

Overview

25
25
years of professional experience

Work History

Sr. Telecom Engineer

TransUnion
10.2017 - Current
  • Managed telecommunications and video systems across the United States, Canada, United Kingdom, South Africa, Guatemala, and Brazil supporting over 5,000 users and specialists
  • Maintained 99.3 percent system up time through Monthly and Quarterly patching cycle to ensure all systems were on the current supported software level to ensure vulnerability remediation timely security updates
  • Manage version updates to ensure the systems were current and correctly patched to ensure vulnerability remediation
  • Supported implementation and training of Microsoft Teams for Enterprise deployment and end user adoption
  • Tier 3 support for Avaya Call center vectoring and Avaya Agent for Desktop support
  • Developed and maintained key relationships with Customers, Vendors and Business Units to ensure attainment of project management goals and timely incident resolution
  • Oversaw successful upgrade of Verint call recording solution from version 12 to Version 15
  • Managed installation of new offices voice and video conferencing solutions
  • Supported Telecom Billing reductions through the removal of older circuits and implementations of Sip trunking throughout the organization
  • ITIL based work execution ( Incident Management, Problem Management, and Change Management)
  • Performed more than 400 Successful, Approved changes for system maintenance and updates in the environment
  • Supported business growth by collaborating closely with sales teams on custom telecom solutions tailored to meet specific client requirements.
  • Ensured optimal network uptime through proactive monitoring, early detection of potential issues, and rapid response to incidents.
  • Managed vendor relationships effectively, negotiating contracts and ensuring timely delivery of critical components for projects.
  • Increased customer satisfaction by providing expert technical support for complex telecom systems.
  • Collaborated with cross-functional teams to ensure seamless integration of new technology platforms into existing networks.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.

Implementation Engineer / End User Trainer

Strategic Products and Services
01.2000 - 10.2017
  • Perform detailed site survey documentation to create competitive RFP’s for wiring jobs
  • Lead Installation team to install full build out and on time delivery of proposed wiring solutions
  • Provide system planning documentation for custom programming requirements
  • Implementation of Telecommunications switches, call accounting, paging and 3rd party integration solutions
  • Deployed new system installation for small, medium, large and Enterprise customers
  • Installations ranging from 5 to 5,000 endpoints
  • Adds/ Moves and Changes to installed phone systems
  • Software updates and patching to existing systems to maintain compliance and remediate vulnerabilities
  • Developed strong relationships with clients, leading to high customer satisfaction rates and repeat business.
  • Inspected changes before client performed user acceptance testing.
  • Loaded baseline security data to client databases.
  • Performed various tests on processes and prepared documents.
  • Created statistical reporting policies and procedures currently serving as optimal performance benchmarks.

Education

Bachelor’s of Science -

Western Illinois University
05-1995

Skills

  • Support and manage large scale environments
  • Planning
  • Design
  • Deployment
  • Avaya Aura
  • Routing
  • Automatic Call Distribution
  • Avaya Call Management System
  • Verint call recording
  • UPS design
  • System training
  • Trouble shooting
  • Network changes
  • Resolve issues
  • Voice quality
  • Performance
  • Powershell scripting
  • Service Now
  • Remedy Ticketing systems
  • IP Networking
  • Network Troubleshooting
  • Telecom Infrastructure
  • Unified Communications
  • Customer Support

Personal Information

Title: Sr. Telecom Engineer

Timeline

Sr. Telecom Engineer

TransUnion
10.2017 - Current

Implementation Engineer / End User Trainer

Strategic Products and Services
01.2000 - 10.2017

Bachelor’s of Science -

Western Illinois University

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