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Information Technology Acumen | Process Development | Business Partnerships | Digital Optimization | Continuous Improvement Technology Solutions | Leadership | Document Processes | Optimization Opportunities | Meetings & Work Sessions | Negotiation

Resource Allocation | Communication | Issue Analysis | Problem Solving | Cross-Functional Teamwork

Focused, confident and capable technical expert with an innate ability to easily understand and readily adapt to new technologies and best practices. Thrive in dynamic, fast-paced settings that call for adaptability. Skilled in promoting a positive company image rooted in professionalism, loyalty and commitment. Able to readily grasp the big picture in developing a solution by considering all options and areas for potential impact. Comfortable in communicating vital content to both technical and non-technical audiences at all levels. Deliver results consistently, both individually and as a team member. In search of a challenging and exciting new Manager role that will allow for continued use of skills and deliver opportunities to lead notable improvements in efficiency.

  Develop and execute plan to reduce incident resolution time for the Unified Communications Services (UCS) department

  Generate an average savings of over 7K incident hours per month and use the same method with other teams totaling over 20K hours of monthly savings

  Lead projects such as the reduction of incident resolution time, an important upgrade for WebEx, development of new documentation strategies and continued improvement for ServiceNow CMDB operations

  Drive problem solving by pulling teams and vendors together to keep everyone focused on a given task at hand

  Implement and follow up on processes to improve team performance and efficacy

  Build and sustain vendor relationships to garner the ability to complete high-quality troubleshooting and swift issue resolution

  Join with other teams to provide data, documentation and process improvement that leads to faster and higher-caliber support

  Interact with customers and management at all levels daily; developed good working relationships in both areas thus far

  Work directly with other team members to mentor and train while troubleshooting issues as they arise; also aid in setting forth processes that add team value

  Create and update documents used as troubleshooting tools and process management drivers

  Interview and accept new members for the offshore team; includes providing feedback for candidates joining the team

  Have directed and mentored seven offshore team members in role thus far

  Maintained and troubleshot an enterprise voice system including Cisco Unity Connection, Cisco Unified CallManger, NICE, Genesys and Vista Point as major system components

  Suggested and set into motion numerous processes aimed at improving team efficiencies

  Created and updated documentation for use as troubleshooting and process management tools

  Proactively monitor voice systems to unearth issues in their early stages before they have a major impact

  Offered guidance and training for new team members, including instructing five offshore team members

  Designed an infrastructure that fulfilled established business needs; included virtualization, storage and networks designed for Voice over IP (VoIP), firewalls, spam filters and data backup

  Crafted IT budgets that broke down technology costs; allowed clients to forecast and better comprehend system lifecycles

  Devised technology and business plans to meet or surpass clients needs

  Met with client management to develop business processes to ensure the most efficient use of technology, both old and new

  Led contract negotiations for new phone service, data center contracts, cellular service and vendor support

  Developed technology and business plans to ensure continual corporate growth

  Formulated an IT Department budget that covered staffing, hardware, software, vendors and phone usage; helped other departments develop budgets within their areas also

  Worked on network redesign; replaced physical servers with virtual ones using under one-tenth of existing footprint while bolstering processing power, fault tolerance, disaster recovery and data storage

  Called on the model to grow the network without incurring the costs of physical servers or additional storage

  Developed phone system training that touched on access to the system for individual users; set up voicemail, as well as how to access and utilize voicemail through email

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  Created documentation for helpdesk staff, used to configure and troubleshoot many areas within the phone system

  Led hiring and mentoring of technical staff on: Cisco VoIP using SCCP protocol, Cisco Unity, Cisco UCCX, Windows Server 2003 and 2008, IIS 6, Barracuda SPAM filter, Active Directory, Microsoft Exchange, iManage document management server, virtualization, storage, routing protocols EIGRP and OSPF along with packet switching

  Upgraded the Cisco VoIP phone system including CallManager and Unity attached to corporate Active Directory and IPCC Express; doing so offered the opportunity for the use of intake queues and call prioritization

  Upgraded CallManager twice from version 3.2 to 4.1 and again to version 7.1

  Also upgraded Cisco Unity from version 4.2 to version 7 and IPCC Express from version 4.1 to UCCX 7

  Migrated from Citrix Presentation Server to VMware View for greater scalability, along with easier adds/moves and changes in a secure environment

  Saved the company over $2M in under five years through contract negotiations, business processes and network redesign

  Designed, implemented, maintained and troubleshot Cisco Unified Messaging for a large client base that varied greatly in design process needs

  Commenced each client process by speaking with management to determine phone system usage; followed up by creating documentation specifying the design and the steps used to arrive at the desired outcome

  Worked with most clients to integrate Cisco CallManager and Cisco Unity with Active Directory, with installs ranging from Cisco CallManager Express to full Call Center capabilities through IPCC Express

  Devised, updated and troubleshot client networks including Cisco routers and switches, Active Directory, MS Exchange, file and print servers, firewalls, virtualization, storage and end-user desktops

  Analyzed network infrastructure to ensure correct bandwidth and placement of equipment

  Enabled QoS to allow for heightened voice quality and appropriate prioritization for various applications

Voice Engineer, Department of Rehabilitated Services, 2002-2004

Network Engineer, NTS, 2000-2002

Network Manager, Island Oaks, 1999

Lean Six Sigma Black Belt

Certified Information Systems Security Professional (CISSP)

Cisco Certified Network Professional (CCNP)

Cisco Certified Networking Associate (CCNA)

Cisco Certified Design Associate (CCDA)

Microsoft Certified Systems Engineer (MCSE)

Microsoft Certified Professional + Internet (MCP+I)

Certificate, Computer Information Systems, Strayer University