ROBERT HARRIS651-808-4047 • rharrs@comcast.net

VOIP/NETWORK ENGINEERBuilding relationships … Improving user experience … Maintaining smooth system operations

Technical support engineer with excellent interpersonal skills and strong background in Cisco and Nortel VOIP and Data networking to include MPLS/ATM/Frame relay/PPP/HDLC and wireless with a excellent understanding of QOS models. Constantly look for ways to maximize uptime and improve service and productivity. Provide production support to internal and external customers. Areas of expertise include:

Network Support for Cisco Improving Operating Environments Resolving Outages & Major System Issues Verifying Equipment performance

Cisco VOIP Independent Onsite Support System Implementation and Integration Customer acceptance testing

Hardware: UCS B series Cisco Routers, Switches, and VG224’s Telpresence

Software: Call Manager 6.1, 7.1, 9.1, Unity 5 and 7, Unity Connection 9.1X , IPcelerate’s IPSession, Fedulis Attendant Console, Fedulis Phone Control, Windows Server 2003, XP, Vista, Windows 7, Linux, HP Opsware, NetQOS, IXIA Explorer and Chariot and Wireshark.

PROFESSIONAL EXPERIENCE

GEICO CURRENTSr. Voice EngineerResponsibilities include Work on outage issues; create MOPs for upgrades and Maintenance work.Perform upgrades on Call Manager, CER, CUIC and Unity Connection, Router IOS upgrades, Create configuration in the routers for Conference bridges and MTPs, Create dial-peers for CUBE and SRST, Isolate and solve call flow and QOS issues. Work with UCCE building Agents, Supervisors, solving CTIOS connection issues.

COMPUCOM – US BANK AUG-2014 – DEC2014CUCM Voice Engineer

Performing site Migrations and troubleshooting issues with the migrations, working with 4 Super Clusters, SME (Session Manager Edition) Unity Connection and CER all at release 9.1.2. Performing 4-6 site migrations a night, responsible for CER ELINs, SME route patterns, CUCM translation patterns for voice mail and 5 to 11 digit dialing. Configuring telephones, Bulk edit updates, SCCP analog ports in CUCM , Voice Mailbox updates, importing of users from LDAP, Alternate extensions, Cut-over of DIDs to SIP, Perform troubleshooting as needed on a per issue basis for call dialing, call routing, CER and SIP using RTMT and CUCM Dial Analyzer, also user telephony and voicemail issues.

COMPUCOM – AMERIPRISE 2011- AUG 2014Senior CUCM Voice Engineer

Operations Support of Cisco VOIP system to include, Call Manager with 3 clusters two at 9.1.1 and one at 7.15, 2 clusters with 13 VM’s each, 1 cluster 13 servers, Unity 5 and 7.0 (4 nodes with Failover) 2 clusters of Unity Connection at 9.1.1 with over 100 remote locations and 4 CER VM’s at Release 9 in a single cluster with 2 groups. Plan and perform upgrades troubleshoot incidental problems as they occur, on phones, servers, or gateways open TAC cases as needed

TECHNISOURCE- WELLS FARGO 2010 - 2011Lab Network engineer

Testing and evaluating Cisco 7200, 7600, ISR and ASR series routers and 3500, 4500, 4900 6500 series switches for proper configuration, QOS, policy statements, IPSLA, throughput, stability and code bugs. Build simulated remote sites and connections to simulated MPLS cloud, utilizing Frame-Relay Multilink PPP, T3 and OC3 connections. Tested point to point POS OC12 HDLC and Frame-Relay and OC48 HDLC with QOS and BFD. Assured end to end QOS using IXChariot, IXIA load and IXIA Automate, verify network tools with HP OPsware and NetQOS.

VERIZON COMMUNICATIONS 1999 - 2009Specialist, Installation/Maintenance

Installed and maintained Nortel CS1000E VOIP, Contact Center servers, Callpilot Voicemail Server ,Cisco Call Manager Express and Unity Express. Installed and maintained Nortel, Cisco, and Alcatel data products

Sent to Arctic Circle to troubleshoot chronic site problems. Maintained satellite equipment during the Gulf War in theater for Project Trojan.

GTE GOVERNMENT SYSTEMS 1994 - 1999Senior Field TechnicianAccomplishments

Moved and installed an entire JRIP site in one weekend. Trained reservists on Network Administration. Reduced the number of return to vendor no trouble founds at the depot level. Found Power to INS Data Center below specifications at FT. Snelling Federal Building.

GTE Spacenet 1985-1994Sr. Technician Installed and Maintained Earth Stations, Vsats, Performed QA work in LAB.

EDUCATION

S.U.N.Y Farmingdale 23 creditsUS Army Satellite School 26Y

PROFESSIONAL DEVELOPMENT

Maintaining Operating Systems Working with Laptops and Portable Devices Installing/Troubleshooting Printers/Scanners Understanding and Maintaining Networks Installing Cisco Unity 5.0 Cisco TelePresence Nortel ERS switch install and maintenance Nortel VOIP Networking Installation of Nortel PBX’s Cisco/Nortel wireless survey’s Giving and Receiving Constructive Feedback Installing and Maintaining Cisco Call Manager 6.1