Robert Harris has over 30 years of experience in VOIP/network engineering, working with Cisco and Nortel technologies. He has expertise in areas such as network support, improving operating environments, resolving outages, equipment performance, Cisco VOIP, onsite support, system implementation and integration, and customer acceptance testing. His professional experience includes roles as a senior voice engineer for GEICO, CUCM voice engineer for Compucom working on migrations and troubleshooting for US Bank, and senior CUCM voice engineer for Compucom managing Cisco VOIP systems including Call Manager, Unity, and Unity Connection for Ameriprise.

1. ROBERT HARRIS
651-808-4047 • rharrs@comcast.net
VOIP/NETWORK ENGINEER
Building 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 CURRENT
Sr. Voice Engineer
Responsibilities 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 – DEC2014
CUCM 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 2014
Senior 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

2. 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 - 2011
Lab 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 - 2009
Specialist, 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 - 1999
Senior Field Technician
Accomplishments
• 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 1985-1994
Sr. Technician
Installed and Maintained Earth Stations, Vsats, Performed QA work in LAB.
EDUCATION
S.U.N.Y Farmingdale 23 credits
US 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