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Nicholas
nspooney@yahoo.com
301-254-7785
Dallas, TX 75201
UC Engineer
14 years experience W2
0
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Average rating
43
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Summary

bulk upload tools such as (BAT) for large scale deployments Required configuration of route plans, route lists, device profiles, calling search spaces, and partitions in multi-site environments Configuring and troubleshoot Cisco Unity Connection features, subscribers, call handlers, call routing rules troubleshooting SIP call problems by tracing and capturing logs and analyzing SIP call Traces * organizations Sr. UC Engineer Charlotte, NC

Experience
UC Engineer
Information Technology
Nov 2018 - present
Mclean, VA
  • Design, Plan, Evaluate and coordinate the installation, operation and optimization of hardware and software elements of the Unified Communications VoIP network, systems and services.
  • Perform troubleshooting of complex problems with Unified Communications network and services and demonstrate innovative problem analysis and sound resolution skills.
  • Serves as the subject matter expert in messaging and collaboration planning, design, implementation, and optimization.
  • Evaluates and recommends effective products and platforms to provide cost-effective solutions that meet architectural and business requirements.
  • Reviews and analyzes solutions and the ability of the infrastructure to support strategic organizational objectives and goals. Develops collaboration platform roadmaps.
  • Develops testing and implementation strategies. Identifies operational opportunities and gaps. Implements solutions that solve collaboration challenges while meeting business objectives. Advises on risk assumptions for any variances granted. Provides alternatives as needed to achieve desired end results.
  • Participates in disaster recovery planning, development, exercises, and testing, as well as actual disasters or emergency events, by working in collaboration with security and other teams to create and maintain a secure infrastructure.
  • Learns and adapts quickly to new situations, changing priorities, and disruptive technologies. Participates in the processes for innovation and continuous improvement by leveraging the latest industry knowledge. Takes the initiative to experiment with new ideas and technologies.
  • Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and leaders. Actively embodies our values and behaviors, including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
  • Supports the vision for IT Infrastructure. Works closely with team members and management to implement and support effective solutions for the messaging and collaboration environments
  • Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across IT
  • Draft appropriate VoIP support documentation including operational instructions. Provide regular monitoring and analysis regarding short
  • and long-range planning for in-house systems. Coordinate third-party maintenance for network equipment.
  • Mentor operations staff and provide team leadership on technical challenges and be accountable to customer concerns while addressing an outage or incident.
  • Provide level 2-3 support on UC issues in 35k user environment.
  • Provide support on Amazon Connect hosted call center. Applications (Serenova). UC Global Lead
Continuous Improvement Disaster Recovery VoIP
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Information Technology
May 2018 - Nov 2018
Mclean, VA
Manages departmental activities such as coordinating work and projects to meet customer demands of both internal and external users
  • Responsible for technical efforts in addition to team lead responsibilities, which include applying appropriate technical development, design, testing, implementation, and production support
  • Preferred experience with Cisco Call Manager 9.0 and above, Cisco Unity 9.0 and above, Cisco Contact Center Enterprise 9.0 and above, Cisco Voice Portal 9.0 and above, Cubes, VG gateways, 79xx, 88xx, 99xx end points, Jabber, 79xx and 88xx wireless phones
  • Experience with Avaya Communications Manager 6.0 and above, Avaya Session/System Manager 6.0 and above and Avaya Aura Messaging 6.0 and above.
  • Familiar with SIP routing, dial pattern and number translations, E164 routing, PRI and DSI signaling as well as standards based codecs.
  • Tracks Requests and Incidents from users and ensures effectiveness and timeliness of completion by personnel
  • Ensures that System, department and group policies and procedures are adhered to.
  • Conducts all Human Resources related activities, inclusive of interviews, supervision, performance evaluations, development, coaching, feedback, reward and recognition, scheduling, leaves, policy and procedure administration, etc.
  • Makes appropriate recommendations and resolves problems identified
  • Provides consultative services to assigned areas and serves as a liaison between department, users, and other assigned personnel. Attends meeting to represent department
  • Ensures the quality of and measures the effectiveness of customer service
  • Ensures that all essential documentation is maintained and that standards are adhered to
  • Assists in gathering information for the budget process
  • Obtains quotes and submits for processing through corporate Finance systems Designs and implements on-going training for personnel to ensure their proficiency
  • Forecasts needs and costs associated with the budgeting process
No skills were added
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UC/Systems Engineer
Information Technology
Aug 2017 - Apr 2018
Mclean, VA
Ensures that the assigned project (s) is completed on schedule following established procedures and schedules.
  • Plans, updates, and maintains one or more project schedules for assigned project (s) and resolves problems to meet objectives established by the contract.
  • Install, maintain, and troubleshoot software and hardware in the Cisco CUCM environment
  • Troubleshoot connectivity issues related to Windows servers, Cisco appliances, VMware and Voice Gateways to ensure proper functionality
  • Address Reporting, Monitoring, and Alarming requirements
  • Perform administration, configuration, and monitoring for Cisco CUCM, Unity Connection, Emergency Responder, Avotus, Amazon Connect, VMware, Linux, and Unigy /NTR equipment
  • Assist in the planning and implementation of Cisco CUCM, Unity Connection, Emergency Responder, Avotus, VMware, Linux and Unigy/NTR equipment upgrades, patches, enhancements and new site builds
  • Identify applications and systems that require updates and coordinate the implementation with the business owner
  • Create and maintain support documentation as required
Cisco Cisco UCM Database Upgrades Linux Systems Engineering VMWare Windows Windows Server
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Information Technology
Jan 2017 - Jul 2017
Washington, DC
AAP3/NWN-IT Planning, Executing, Monitor and Controlling, and Closing aspects of all projects/programs with little to no supervision serve as the central Point of Contact for all assigned projects to include but not limited to planning activities, forecasting, budgeting/cost estimating, scheduling, customer approved resource allocation, monitoring, controlling and auditing and any other associated IT related tasks
  • Experience with VOSS and Cisco HCS platform
  • Develop, design, implement and troubleshoot innovative solutions by leveraging my understanding Cisco Collaboration technologies.
  • Provide consultative approach to understanding the customer business and technical requirements within architectural domain.
  • 10+ years of experience in Information Technology, with an emphasis on Unified Communications and it's interoperability with blended technologies such as Cisco and Microsoft UC offerings. Experience will include designing, architecting, implementing, installing and configuring complex UC solutions.
  • Expert level knowledge in Unified Communication technologies (such as CUCM, CUC, CER, Jabber/Presence, Dial Plan, SIP Trunking, SME, UCCX, Gateways, Virtualization, Microsoft Skype, Skype for Business).
  • Large-scale Unified Communications design.
  • Experience in Professional Services planning, designing, implementation and high-level support. In-depth knowledge in operations, management, availability and capacity planning of Cisco Contact Center Collaboration solutions
  • Existing experience of telephony PBX environments. Understanding of dial plan schemes, trunking, reporting of usage and capacity metrics.
  • Experience in adapting various systems and customer environments to converged technologies.
  • Extensive knowledge in VoIP transport such as, H.323, SIP, call admission and control mechanisms, Integration of cross platform technologies, centralization of call processing and network policy enforcement (i.e. QoS).
  • Develop integrated monitoring solutions, correlating cross-platform events.
  • Good understanding of Network technologies and their relationship with the Unified Communication solutions.
No skills were added
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UC Engineer Lead
Information Technology
Jul 2016 - Dec 2016
Alexandria, VA
Lead UC deployments for DOD customer domestic and internationally.
  • Assist the Program office with full range UC network engineering expertise in support of Conus projects.
  • Responsible for design implementation, planning and capacity management of the telephony environment.
  • Established operational best practices and SOP for UC/VoIP deployment, support, break-fix, and management (monitoring, inventory, sparing, etc.).
  • Assess utilization trends and make appropriate design and implementation recommendations to scale the architecture.
  • Assist in the planning and management of all aspects of Network and Telephone related projects.
  • Ensures that WAN infrastructure and related procedures adhere to DOD regulations.
  • Participate in infrastructure wide audits for compliance with established standards and DOD best practice configuration guidelines.
  • Conducting advanced architecture design and pre-acquisition trade studies.
  • Providing technical assessments and recommendations via reports and briefings, including operational readiness.
  • Designed deploy, troubleshoot, and/or evaluate network management solutions to manage data (LAN, VLAN, WAN, Data Centers).
  • Researched and created network management process flows.
  • Identify and create both functional and technical requirements for UC and VoIP network management.
Network Engineer VLAN VoIP WAN
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Information Technology
Aug 2015 - Jan 2016
Charlotte, NC
BOA/AON Performing client consultation including supporting the voice infrastructure, designing, planning, and implementation
  • Design Cisco voice technologies, including Cisco Unified Communications products such as communications manager (CUCM), Unity/Unity Connection, and CER
  • Experienced Configuring and troubleshoot Cisco IP Communicator and Jabber
  • Experienced in DNS Server, DHCP, domains and TCP/IP based apps
  • Proficient/Experienced in LAN and WAN QOS design and configurations
  • Experienced supporting multi-vendor, multi-platform converged networks
No skills were added
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Information Technology
Mar 2015 - Aug 2015
Provided support for Unified Communications (UC) solutions on an enterprise scale with strong emphasis in Microsoft Lync Server 2013 (or earlier)
  • Implemented technical architecture and physical design supporting Microsoft Lync Server configure, test, and deploy UC technologies and related server infrastructure
  • Performed regular health checks in production environment. Proactively review performance statistics, identifying potential improvements and address capacity planning
  • Establish, create and update technical environment documentation and support processes/procedures conduct knowledge transfer to opera tional team Manage transition of new product function / services into operations Defined and executed steady state operational hand-over activities for new UC products Managed and provide quality deployment service to meet project schedules and demand. Participated on an on-call rotation basis
  • Worked closely with vendors or partners and ITS teams such as Messaging, Network, Security, Deployment, Communication and the PMO, including Global ITS and Member Firm counterparts, to resolve customer issues or deliver on project tasks
  • Analyze and troubleshoot incidents to determine root cause and mitigation plans
No skills were added
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Solutions Architect (part-time)
Mar 2015 - Mar 2015
Washington, DC
  • Presen Provide day to day project management support to task order leads including tracking deadlines, deliverables, resources, and timelines throughout the project phases
  • Develop, design, implement and troubleshoot innovative solutions by leveraging my understanding Cisco Collaboration technologies.
  • Planning, Executing, Monitor and Controlling, and Closing aspects of all projects/programs with little to no supervision serve as the central Point of Contact for all assigned projects to include but not limited to planning activities, forecasting, budgeting/cost estimating, scheduling, customer approved resource allocation, monitoring, controlling and auditing and any other associated IT related tasks
  • Provide consultative approach to understanding the customer business and technical requirements within architectural domain.
  • 10+ years of experience in Information Technology, with an emphasis on Unified Communications and it's interoperability with blended technologies such as Cisco and Microsoft UC offerings. Experience will include designing, architecting, implementing, installing and configuring complex UC solutions.
  • Expert level knowledge in Unified Communication technologies (such as CUCM, CUC, CER, Jabber/Presence, Dial Plan, SIP Trunking, SME, UCCX, Gateways, Virtualization, Microsoft Skype, Skype for Business).
  • Large-scale Unified Communications design skills.
  • Experience in Professional Services planning, designing, implementation and high-level support. In-depth knowledge in operations, management, availability and capacity planning of Cisco Contact Center Collaboration solutions
Solutions Architecture
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UC Engineer
Information Technology
Nov 2014 - Mar 2015
Alexandria, VA
Deployed, Integrated & of Cisco UC-Voice Infrastructure
  • Delivery/Service Assurance systems, VOIP and UC peripherals
  • Worked closely with Project managers throughout the implementation process
  • Worked closely with internal and external stakeholders including vendors
  • Participateed in key projects of client to provide recommendations and guidance for system migrations, service launches and technology initiative
  • Expertly conceptualize, design and configure CUCM, Unity Connection, IM&P and other UC application's building blocks: Partitions, CSS's, Device Pools, Users, Extension Mobility, MOH, DN/DID, BAT Files, their modification and import, media resource/conferencing, gateway configuration MGCP H.323 and SIP, Dial-peers, COR, PRI/T1, SRST, ICT/UC Clusters, Route List, Route Groups, Hunt Groups/List, Translation Patterns, TEHO, CTI RP etc., etc..
  • Expert-Level debugging and troubleshooting on Cisco UC infrastructure.
Cisco Cisco UCM VoIP
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SR. UC Engineer
Information Technology
Jul 2014 - Nov 2014
Alexandria, VA
Deployed, Integrated & of Cisco UC-Voice Infrastructure
  • Delivery/Service Assurance systems, VOIP and UC peripherals
  • Worked closely with Project managers throughout the implementation process
  • Worked closely with internal and external stakeholders including vendors
  • Participateed in key projects of client to provide recommendations and guidance for system migrations, service launches and technology initiative
  • Expertly conceptualize, design and configure CUCM, Unity Connection, IM&P and other UC application's building blocks: Partitions, CSS's, Device Pools, Users, Extension Mobility, MOH, DN/DID, BAT Files, their modification and import, media resource/conferencing, gateway configuration MGCP H.323 and SIP, Dial-peers, COR, PRI/T1, SRST, ICT/UC Clusters, Route List, Route Groups, Hunt Groups/List, Translation Patterns, TEHO, CTI RP etc., etc..
  • Expert-Level debugging and troubleshooting on Cisco UC infrastructure
Cisco Cisco UCM VoIP
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UC Engineer
Information Technology
Mar 2013 - Jul 2014
Alexandria, VA
Lead UC deployments for DOD customer domestic and internationally.
  • Assist the Program office with full range UC network engineering expertise in support of Conus projects.
  • Responsible for design implementation, planning and capacity management of the telephony environment.
  • Designed deploy, troubleshoot, and/or evaluate network management solutions to manage data (LAN, VLAN, WAN, Data Centers).
  • Researched and created network management process flows.
  • Identify and create both functional and technical requirements for UC and VoIP network management.
  • Perform assessments of existing client communications solutions and document "as-is" environments as required
  • Participated in internal and external meetings, prepare reports and presentations.
Network Engineer VLAN VoIP WAN
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Global Telecommunications Manager
Mar 2012 - May 2013
Baltimore, MD
Manage daily task and performance reviews of helpdesk personnel
  • Provide management guidance for all major telecom infrastructure initiatives
  • Research and recommend next generation technologies that align with business needs and the Enterprise roadmap
  • Participate in development of telecommunications strategy, including technology standardization, unified communications solutions, and services lifecycle management
  • Work with other IT leaders and engineers to design, develop and coordinate disaster recovery, high availability strategies, and Business Continuity Plans from a telecom perspective
  • Review and advice on high-level design decisions for medical centers, call centers, and on-sites to ensure proper integration of new telecom solutions into the enterprise
  • Provide detailed documentation on system design and implementation
  • Develop design standards and guidelines and mentor telecom personnel on best practices
  • Effectively collaborate with business and IT stakeholders to gain collective buy-in on telecom strategies
  • Manage and maintain vendor services relationships and contract negotiations
  • Proactively engage in telecom capacity planning and performance management
  • Evaluate, test and provide recommendations for new tools for telecom management
  • Lead effort to define and deploy a comprehensive telecom provisioning strategy for acquisitions, new construction, and remodel projects
Contract Negotiations MS Visio Performance Management Stakeholder Engagement System Design
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Senior VOIP Engineer
Information Technology
Jul 2008 - Mar 2012
Alexandria, VA
and Nutrition Services (USDA/FNS) (CNSI) Senior VOIP Engineer Developed and manage the business and technical needs, requirements, and risks for unified communications
  • Managed team of sub contractors while leading, deploying, and supporting the USDA/FNS IP Telephony infrastructure and applications
  • Performed USDA/FNS network readiness and current state telephony assessments to ensure compliance with unified communications policies, Cisco best practices, and industry standards
  • Submitted weekly, monthly, and ad-hoc detailed and operational documentation, reports, and white papers on innovative unified communications technologies to USDA/FNS senior IT management for procurement of hardware, software, and components
  • Advised senior IT management on the revision or creation of unified communications policies or standard operating procedures
  • Ensured compliance with unified communications standard operating procedures and policies while performing tasks and scope of work
Cisco VoIP
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Edit Skills
Non-cloudteam Skill
Education
Howard County Community College
Skills
VoIP
2021
8
Cisco
2018
6
Cisco UCM
2018
2
Continuous Improvement
2021
2
Disaster Recovery
2021
2
Contract Negotiations
2013
1
Database Upgrades
2018
1
Linux
2018
1
MS Visio
2013
1
Network Engineer
2016
1
Performance Management
2013
1
Stakeholder Engagement
2013
1
System Design
2013
1
Systems Engineering
2018
1
VLAN
2016
1
VMWare
2018
1
WAN
2016
1
Windows
2018
1
Windows Server
2018
1
Cisco Unity
0
1
Solutions Architecture
2015
1