Manager – VoIP Engineering & Voice NOC
Velocity, A Managed Services Company
11.2020 - 09.2023
- Company Overview: Velocity is a managed services provider that creates customized, best-in-class solutions by integrating the latest technologies into its product offerings in the retail, hospitality, healthcare, and entertainment industries. Velocity also manages digital signage and DOOH media solutions within the same verticals.
- With 20 years of experience and knowledge in Telecommunications and Information Technology, I was hired by Velocity to lead the Voice Department through pains associated with the rate of recent growth. Reported to Velocity’s Vice President of Information Technology and Operations. Working 95% remote.
- Responsibilities include:
- Project management of all day-to-day and product development activities associated with the implementation, delivery, and support of voice services. Built a robust project tracker for voice services that was used by the PMO and entire IT Organization for all project management activity.
- Worked as a liaison between the VoIP Engineers, Customer Success Managers, Provisioning Team, Support/ Voice NOC, Third Party Vendors, and the Leadership Team.
- Created and facilitates the Velocity Voice Council which was designed to “Move the Needle” pertaining to Voice Services. The objective of this council was to define best practices, system improvement needs, lessons learned, product development, process refinement, removal of information silos, foster better internal and external communication, improve working relationships / reduce stress, build culture, enhance customer experience; empower and engage employees, establish key performance metrics, reduce time to install, and share knowledge/experience. This council has been acknowledged by the executive leadership team for the contributions and progress this team is making to the organization.
- Performed solution designs, Asterisk PBX provisioning, endpoint configurations, Tier 3/4 escalations, product development, proof of concept and interoperability testing, systems maintenance, troubleshooting of POTs and VoIP services.
- Inaugural member of Velocity’s Diversity, Inclusion, and Belonging Council. Personally selected by Velocity’s Chief People Officer.
- Developed, launched, and lead the Plain Old Telephone System (POTS) replacement initiative which was the largest program for Velocity to date. This program replaced outdated costly POTS landlines with VoIP solutions saving customers millions of dollars.