Communications Manager Unified

Macon P. Vance 609-***-**** *

Macon Patrick Vance

**** **** ****** **• Upper Marlboro, MD 20774 • 609-***-**** • *****.*****@*****.*** Summary of Qualifications

Versatile, balanced, and dedicated technical professional with over 10 years of in-depth knowledge of building telecommunication closets and network implementation. Ability to read blueprints and schematic diagrams for diagnostic and locations of ports and equipment. Excellent interpersonal communication skills with internal and external stakeholders. Ability to convey complex, technical concepts into understandable language for non-technical people. Strong knowledge with Cisco CUCM version 5X – 12X Installation and maintenance of UPS and APC units. Configuration of Cisco Switch models 6700, 4500, and 3700 as well as TDM DMS 100 and 250 switching. General knowledge of Vmware Workstation 8 and Symantec backup exec 2012. Active Directory experience.

Chronology of Career Experience

Voip Engineer, Brave Federal

6/2022-present

Day to day Provide a high level of technical understanding for problem solving and troubleshooting. Interact with Hardware and Software vendors to address issues when necessary,Use escalation standards and personal judgment to ensure timely resolution of problems. Provide training and support to employees when necessary to accept and resolve escalated trouble tickets from Service Desk. Work On-Call shift rotations with other members of the department Deployment and troubleshooting of VOIP equipment such as Cisco UC equipment Deployment and troubleshooting of VOIP tools – Jabber, Microsoft Teams, WebEx, Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC)Other duties as assigned. Consulting, I have been doing consulting work for Verizon/Sky Communications since leaving the world bank.,9/2020-Present

Responsible for project design, provisioning, installation, and troubleshooting of mid-market Cisco Unified Communications installations using Cisco UCS C series installations of CUCM 12/14. 2nd/3rd level support for cisco UC product line for multi-site mid-sized corporations using Cisco Unified Communications Manager. Troubleshooting Hgateways and trunks to problem resolution. Conducting day 2 support with customer to complete the customer experience of a fully functional UC system.

Voip/Network Engineer, Skyline Technology Solutions Network Operations Center Technician 08/2019 – 09/2020

Utilizing Live Action, SolarWinds Orion, Riverbed Steel Head, Service Now, ConnectWise, APC UPS, SD-WAN, Monitoring WAN connections for Texas Department of Transportation and Maryland Department of Information Technology. Troubleshoot network connectivity issues across a wide range of Cisco and Juniper routers, switches, and wireless controllers. Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests. Opening TAC cases with Macon P. Vance 609-***-**** 2

vendors such as Cisco, Juniper and Riverbed. Triaging incidents in efforts to effectively allocate resources. Provided MAC’D support in Cisco Unified Communication and Unity. Created and removed Active Directory account, updated and linked to Cisco Call Manager when requested Providing remote troubleshooting of miscellaneous issues that may arise between several clusters. Following up with users to ensure satisfaction. VoIP Engineer, The World Bank Group (Supporting OIT) 1818 H Street, N.W., 8/2015-9/2020 Work closely with stakeholders to analyze IT system requirements, needs, and resources to plan IT projects and fulfill the stakeholders’ expectations. Develop IT system specifications after evaluating stakeholders’ nature of work and business volume. Research and document existing and new processes for IT Support Teams and interact with business users and other IT groups to gather business requirements for proposed system enhancements. Establish network specifications by conferring with End-Users; analyzing workflow, access, information, and security requirements; design router administration, including interface configuration and routing protocols. Communicate issues, solutions, and project status to IT management and End-Users community; and ensure the deadlines are met, but more importantly quality is delivered. Perform troubleshoot on all voice services for all LAN and WAN hardware modules and configure appropriate communication media modules. Monitor industry trends, vendor announcements, and product releases to identify changes that will impact existing and future services. Collaborate with network and security teams to develop integration strategies. Develop and document policies, procedures, standards, and guidelines. Selected Achievements:

● Design and execute various Cisco Unity configurations and provide support to Unified Messaging.

● Provide services for ten buildings in the DC Metropolitan area and over 50,000 End-Users. Consultant/Associate Network Analyst, Allied Telecom Group, 1400 Crystal Drive, Suite 700, Arlington, VA 22202 (09/2015-10/2016)

Served as a technical expertise for escalation between Tier 2 and Tier 3. Monitored network fault management and engaged in both proactive and reactive troubleshooting and isolation of issues using Zenoss platform. Configured and maintained Cisco Catalyst 3550, 3560, and 3750 switches; Cisco SF300; and 3524 POE switches, as well as 2651 routers. Provided remote support and guidance for Field Service Department during repair and maintenance dispatches. Delivered timely notifications and updates to management and internal departments during service impacting events. Communicated issues, solutions, and project status to IT management and End-Users community; and ensured the deadlines are met, but more importantly quality is delivered. Chaired service-level agreement (SLA) meetings with management to ensure the services it provides are quantified, measured, and compared; and implement escalation flow to achieve standards; resolve both data and network issues within SLA. Utilized BroadSoft database to manage customer network services. Synchronized and maintained utilization tacking for customers using Cacti graphing tools. Collaborated with network and security teams. Developed and documented policies, procedures, standards, and guidelines. VoIP Engineer, ICE Solutions/Supporting Telecommunication Infrastructure/Federal Aviation Administration (FAA)/U.S. Department of Transportation, 800 Independence Ave., S.W., Washington, D.C. 20591 (12/2010 – 09/2015)

Macon P. Vance 609-***-**** 3

Lead Network Engineer responsible for managing Day-to-Day Voice/Data Operations for over 5,000 users. Replace defective components using existing onsite spares and OEM Cisco SMARTNet. Perform Preventive Maintenance per OEM specifications. Responsible for the configuration and support of Cisco Call Managers, Cisco Unity Servers, IPCC Servers, Cisco Call Manger Express, and Cisco Unity Express. Support all major upgrades to EFI&T Voice/Switching equipment. Serve as a technical expertise for escalation between Tier 2 and Tier 3. Lead efforts for PRI circuit turnup and testing with the local telco; and to establish SIP Trunks between Cisco CUCM and Avaya for cross platform internal dialing. Built route patterns and developed dial plans for internal, local, long distance, and international calling. Manually configured Cisco IP Phone and roles for End Users. Collaborate with network and security teams. Configure VGA for fax machines. Perform daily telephone moves, adds, and changes. Submit weekly outage reports to ICE Solutions and the FAA management. Selected Achievements:

● Migrated FAA from legacy Centrix System to Cisco VoIP Infrastructure.

● Configured and maintained Cisco Catalyst 3550, 3560, and 3750 switches; Cisco SF300; and 3524 POE switches, as well as 2651 routers.

VoIP/Network Engineer, ICE Solutions/Supporting OIT/U.S. Food and Drug Administration (FDA)/U.S. Department of Health and Human Services, 10903 New Hampshire Ave., S.W., Silver Spring, MD 20993

(12/2009 – 11/2010)

Responsible for the network architecture, including all devices, for the FDA. Created troubleshooting strategies for multiple outage scenarios. Used NetCool to manage and troubleshoot the FDA’s Enterprise VoIP Network servicing over 11,000 End-Users. Troubleshoot common call setup problems with voice calls, complex Call Manager problems using system trace files, and resolved Cisco Call Manger dial-plan issues including CSS, Partitions and Translation patterns. Collaborated with network and security teams. Performed baseline analysis and documented existing infrastructure using Cisco recommended best practices. Provided End-Users training for all new deployed Cisco phones. IT Engineer, RTBS INC-U.S. Food and Drug Administration (FDA) (Supporting OIT)/U.S. Department of Health and Human Services, 10903 New Hampshire Ave., Silver Spring, MD 20993 (10/2004-10/2009) Responsible for the network architecture, including all devices, for the FDA. Prepared design specification plans as per customer requirement and provided appropriate enterprise solutions for architecture. Coordinated with technicians and performed installation and migrations of various technology solutions within network. Developed architecture plans for voice services and prepared appropriate budgets and specifications for projects. Designed and executed various Cisco Unity configurations and provided support to Unified Messaging. Troubleshoot on all voice services for all LAN and WAN hardware modules and configured appropriate communication media modules. Certifications

● Managers Training Certification from Burlington County Community College

● Cisco CCENT (No. 406504168627INZJ)

● Cisco CCNA Routing and Switching (No. 4170225196066HQVF)

● Cisco CCNA Voice (No. 420874169211JPCL)

● Cisco Certified Specialist-Collaboration Core (No. RXPOFYQM5GQ4Q8C2)

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