Donald Tillman

Senior Cisco Collaboration Engineer with 25+ years of experience designing, implementing, migrating, supporting, and optimizing enterprise Cisco Collaboration solutions. Extensive expertise in Cisco Unified Communications Manager (CUCM), Cisco CUBE, UCCE, UCCX, CER, Webex Calling, Webex Contact Center, SIP, SBCs, and enterprise voice architecture supporting Fortune 500 enterprises and global hospitality organizations. Proven success leading large-scale UC deployments, contact center integrations, production migrations, and complex troubleshooting for highly available, mission-critical 24x7 enterprise environments.

Sr. Cisco VoIP Engineer at universal Studios (2022-12 – Present)

Serve as the enterprise subject matter expert for Cisco Unified Communications architecture, secure SIP infrastructure, and enterprise VoIP services supporting multi-campus operations and 24x7 business critical communications.

• Architected and integrated the Cisco Unified Communications infrastructure supporting Universal Epic Universe, Universal Horror Unleashed, and the successful deployment of Universal Kids Resort, ensuring seamless integration with Universal's enterprise Cisco Unified Communications and Avaya Contact Center platforms while maintaining secure connectivity, high availability, and operational readiness.
• Led CUCM design reviews for new Theme Parks & resort deployments
• Architected and deployed a secure on-premises iMagicle Hospitality UCX Suite platform integrated with Cisco Unified Communications Manager (CUCM) and Opera Cloud PMS (for Resorts), implementing Active Directory authentication, role-based access control (RBAC), network segmentation, and firewall restrictions to reduce administrative attack surface.
• Hardened enterprise collaboration infrastructure by deploying trusted CA certificates, enforcing HTTPS/TLS encryption, disabling unnecessary services, validating listening ports, and reviewing firewall exposure to strengthen application security.
• Performed patch validation, post-upgrade testing, and configuration verification to identify regressions, maintain platform stability, and reduce operational risk.
• Administer Cisco Emergency Responder (CER), maintaining E911 routing integrity through ERL/ELIN management, switch-port tracking, RedSky/Intrado integrations, and structured validation testing to ensure regulatory compliance and location accuracy.
• Monitor and analyze SIP signaling across Cisco CUBE border elements and carrier interconnects using packet analysis and log correlation to identify signaling anomalies, troubleshoot service-impacting events, and support secure enterprise communications.
• Conduct root cause analysis of complex production incidents using packet captures, protocol analysis, and infrastructure log review to improve service reliability and reduce recurring operational issues.
• Validate network segmentation, routing changes, firewall policies, and control-plane reachability prior to production implementation to minimize operational risk and unintended service exposure.
• Develop standardized pre-change and post-change validation procedures that improve change quality, reduce production incidents, and strengthen operational resilience.
• Produce executive-level incident reports, root cause analyses, and technical documentation with recommendations that improve security controls, operational processes, and long-term service reliability.

Cisco Telecommunication Engineer II at Wyndham worldwide corporate (2021-07 – 2022-12)

• Perform global support with MACDs and Troubleshoot CUCM and Unity for Resorts, Contact Centers, Sales Site and Sale Sites
• Resolve and provide system, user, and applications support, as well as assist with system patching, hardening, and hardware/software updates and break/fix remediation.
• Support other Engineers, Analyst, and External vendors to resolve system and network troubles. In addition, maintain a comprehensive understanding of the company's applications, telecommunications system integration and can understand changes to anticipate business, customer, cross-system, cross-process, and cross-project impacts.
• Configure and troubleshoot Voice for Resorts, Sales Sites, and Contact Center's Infrastructure and Applications – Gateways and Switch, CLI, CUCM, CUE, and demonstrate my ability to perform and solve complex problem isolation within other Voice related environments.
• Log analysis for CUIC/CUCM/ RTMT and other Cisco platforms to match data with SolarWinds/Orion, NetScout, LiveAction, and compare data from the gateways, to isolate the origin of trouble and determine if it's a voice or network related issue.
• Install and maintain several local and remote telephony hardware and software to support the Hospitality Network.
• Cisco IP phones, ISM modules, Unity voice mail, RTMT Monitoring
• Dial-peers and backup session targets for Call Manager routing redundancy
• Assist with CM upgrades and Cluster Migrations
• Engineer/ Implementation for Cisco Voice Projects and participate in large scale Deployments of Call Manager, Unity, and Call Center Solution in conjunction with providing support as a Subject Matters Expert to external vendors and internal staff when needed.

Cisco Telecommunication Engineer at Wyndham worldwide corporate (2015-01 – 2021-07)

Sr Voice Specialist at Windstream Communications (2011-01 – 2015-12)

• Performed signaling validation and packet capture analysis to identify call path inconsistencies.
• Investigated routing failures across transport networks and signaling gateways.
• Validated trunk redundancy and failover behavior during service-impacting events.
• Troubleshot, configured, and provisioned: VOIP, MPLS, QoS, SIP Trunks, ISDN PRIs, CAS 2-way Trunks, FXS lines.
• Hosted IP Polycom Phones, via T1, Multilink PPP, T3, Etherloop, and Metro Ethernet Level.
• Build-out of Cisco IAD & Edge Routers, Sonus GSX & PSX Switches.
• Broadsoft and Sylantro Feature Servers.
• Transport equipment such as Adtran 2800 series, DMX, DNX, Alcatel and Cisco Multiplexers, and ATM equipment.
• Troubleshoot routine and complex SS7, IP, and TDM call routing issues by working with routing records (CDRs), ISDN, SIP, voice, and data traces/debugs in: Cisco Routers and Sonus Switches.
• SIP TCP Dumps.
• Wireshark packet captures from Edgemark SBCs.
• Provisioned, configured, and troubleshot Hosted IP Polycom 300, 500, and 600 series-hosted phones via Broadsoft feature Servers, Cisco IAD Routers, and Sonus GSX switches.

Computer Science – JEFFERSON sTATE

Network Engineering – Florida State College of Jacksonville

Fire Fighter I,II, Haz-Mat, EMT – First coast Technical institute

Network Engineering – Seminole State College