Abdul Momeni

• Administer, configure, and support Cisco Unified Communications Manager (CUCM) clusters across multi-site enterprise environments with 1,000+ endpoints.
• Maintain and troubleshoot voice infrastructure including Unity Connection, IM & Presence, Jabber, Expressway, and SIP/MGCP gateways (VG350, VG204, AudioCodes).
• Design and manage dial plans, route patterns, translation rules, and SIP trunk configurations to ensure seamless call routing and high availability.
• Perform system upgrades, patching, and health monitoring using RTMT, CLI, and Cisco diagnostic tools.
• Provide Tier 3 support for voice-related incidents, collaborate with network, security, and service desk teams to resolve complex issues.
• Integrate CUCM with Active Directory and voicemail systems; manage user provisioning, extension mobility, and device profiles.
• Participate in change management, disaster recovery testing, and UC roadmap planning to align with business continuity goals.
• Document system architecture, technical procedures, and user guides for knowledge sharing and compliance.
• Oversaw end-to-end change management process for IT and infrastructure changes, ensuring compliance with organizational policies and ITIL best practices.
• Reviewed, approved, and coordinated changes through Change Advisory Board (CAB), minimizing disruption to production environments.
• Collaborated cross-functionally with engineering, operations, and business units to assess risk, impact, back-out plans, and communication strategies.
• Maintained and audited change records in the ITSM platform (e.g., ServiceNow), tracking KPIs such as change success rate, incidents caused by change, and lead time.
• Led post-implementation reviews to evaluate change outcomes and identify opportunities for process improvement.
• Developed and delivered change management training and documentation to drive adoption and awareness across teams.
• Supported emergency change procedures and high-priority incidents, ensuring fast-track approvals with appropriate documentation and mitigation steps.
• Contributed to maturing the change management framework by refining workflows, templates, and automation within the change management system.

• Championed SAFe Core Values while leading Agile Team through effective coaching.
• Supported team education in Scrum, Kanban, and SAFe to maintain strict adherence to Agile processes.
• Eliminated obstacles fostering a culture of high performance and relentless improvement.
• Directed a team of 10 to maximize self-organization and resolve gaps within Agile framework.
• Led sprint planning sessions, demos, and retrospectives utilizing internal tools.
• Managed daily scrum meetings ensuring alignment with sprint objectives.
• Worked closely with Product Owners to align product vision with team efforts.
• Evaluated team maturity in scrum practices, guiding progress at a comfortable pace.

Removed impediments, fostering high-performing team dynamics and continuous improvement.

Guided team of 10 in Agile/Scrum practices to enhance customer satisfaction and self-organization.

• Led sprint planning, daily scrum meetings, and retrospectives using in-house tools.
• Coached teams on agile concepts tailored to their specific needs.
• Collaborated with Product Owners to maintain a backlog that aligns with customer value.
• Facilitated grooming sessions, ensuring issues remained in 'Ready' state.
• Tracked team progress and dependencies, ensuring alignment with sprint goals.
• Champion continuous improvement initiatives to reduce waste and increase productivity.
• Oversaw cross-functional program roadmaps, aligning delivery with business priorities across product, engineering, and operations; ensured stakeholder alignment through quarterly planning and dependency mapping
• Partnered with executive sponsors and governance boards to communicate delivery performance, surface risks, and drive strategic decisions through data-driven reporting and quarterly business reviews (QBRs).

• Directed scaled Agile delivery across 6+ teams, supporting over 30 stakeholders.
• Increased sprint velocity by 22% and reduced blocked work by 30%.
• Implemented standardized delivery processes, including sprint hygiene and backlog prioritization.
• Developed leadership dashboards for KPIs, boosting CSAT from 82% to 94%.
• Conducted Agile maturity assessments and retrospectives to enhance team health.
• Mentored Scrum Masters and Product Owners to foster high-performing teams.
• Established performance metrics to improve team productivity and collaboration.
• Led cross-functional teams to ensure project completion within budget and timelines.

Supported and educated the team on Agile methodologies: Scrum, Extreme Programming, Kanban, and SAFe.

• Eliminated impediments to establish a culture of continuous flow and improvement.
• Guided a 10-member team in utilizing Agile/Scrum values to achieve customer delight.
• Conducted Sprint planning, retrospectives, and demos for enhanced team collaboration.
• Coached team members on Agile principles to strengthen understanding and application.
• Facilitated daily scrums to ensure cohesive communication and task tracking.
• Evaluated organizational Scrum maturity and provided coaching for advancement.
• Created a safe environment for conflict resolution, aiding project completion through thoughtful decision-making.

• Implemented, upgraded, and maintained the UC platform for global products including CUCM, Unity Connection, Cisco Webex Support with UC Support.
• CPC
• CCC
• IVR
• TelePresence
• Voice Gateway
• Gatekeeper
• UC end points
• Immersive video/collaboration and all associated circuits and connectivity
• Mentored College hires and JR Engineers.

• Voice Services escalation point for all of the Global Technical Response Center (Raleigh, NC, APAC, EMEA). Supplied the GTRC with current training material, policy information, and tools.
• Managed and maintained the Voice Services Internal Support Library.
• Educated related team members with circulating tools by facilitating learning sessions and tutorials. Engaged in constructing the new Voice Services internal website. HTTP level I to level II awareness.
• Facilitate team meetings and training effectively and hold regular status meetings with team.
• Kept team well informed of changes within the organization and general company news. Effectively communicated relevant team information to superiors.
• Resolved and/or escalated issues in a timely fashion.
• Understand how to communicate difficult/sensitive information tactfully. Initiated and implemented improvements in all areas of the team.
• Served as main point of contact on all team related matters. Responded and acted on upper-management direction.
• Identified and provided standards for gathering information for use in trend analysis and reports information to management.
• Challenged others to develop as leaders while serving as a role model and mentor. Inspired coworkers to attain goals and pursue excellence.
• Identified opportunities for improvement and made constructive suggestions for change. Consistently acknowledged and appreciated each team member's contributions.
• Effectively utilized each team member to his/her fullest potential. Motivated team to work together in the most efficient manner.
• Kept track of lessons learned and shared those lessons with team members. Mitigated team conflict and communication problems.
• Continually sought opportunities to increase internal client satisfaction and deepen client relationships. Conducted effective performance evaluations and mentored those with less experience through formal channels.
• Sought out and participated in development opportunities above and beyond training required. Trained team members through both formal and informal training programs.
• Suggested areas for improvement in internal processes along with possible solutions. Reviewed the status reports of team members and addressed issues as appropriate. Complied with and helped to enforce standard company and team policies and procedures.