Mark Nicholson

Senior Voice Engineer

PSAP 911 Voice Engineer

Over the past 15 years, Mark has led several 911 Nortel PBX installations in the Maryland and Virginia area. His PBX design included alternate backup methods with geographic diverse configurations. In addition, Mark maintains an extensive background in Avaya’s Call Center Server installation; call flow scripting, real time, and historical reporting. Because of his geo-diverse design, Mark has successfully completed several Avaya / Nortel Communication Server, Callpilot, Symposium, and Avaya Aura Contact Center upgrades with no down time to the public.

Nortel Engineer

Mark has worked with several large organizations such as the Sheraton and Marriott Hotel chains, Lockheed Martin, General Electric, Dyne Corp, The Center for Naval Analysis, Freddie Mac, and Fannie Mae. Some of his special achievements include a networked four node call center spanning from New Jersey, Boston, Washington DC, and Los Angeles. In addition, Mark has successfully completed new dialing plans for Lockheed Martin and Dominion Electric.


  • NNCSS: VoIP Design, Install, and Support
  • NNCSE: VoIP Design, Expert
  • NNCSS: Certified Callpilot Install and Configuration
  • NNCSS: Certified Contact Center Manager Install and Configuration
  • NNCSS: Certified CCM Technical Support
  • NNCTS: Certified Technology Specialist
  • NNCTE: Certified Technology Expert

Water Enthusiast

Mark served as a merchant marine in the Caribbean and delivered yachts from St. Thomas USVI to Florida. Today, he enjoys kayaking large rivers like the Cheat in West Virginia, Youghiogheny River in Pennsylvania, and the Potomac River in Maryland.