Driven, innovative and resourceful professional seeks management position within Collaboration in order to apply diverse portfolio of technical, managerial, and customer service expertise.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
UC/COLLABORATION TEAM LEAD
PRESIDIO
ORLANDO, FL
04.2022 - Current
Directed and supervised team of 4 Engineers engaged in troubleshooting high priority issues for Managed Services customers.
Evaluated team of 4 engineers with weekly auditing of tickets, 1:1 meetings to promote individual growth and mentoring.
Provided yearly reviews for engineers to score current and future growth goals and expectations.
Maintained split role of team lead and engineer by handling high priority issues and requests weekly to establish necessary team support.
COLLABORATION ENGINEER
PRESIDIO
ORLANDO, FL
10.2018 - 04.2020
Installed and configured CUCM, CUC, IM&P, CER, and UCCX for contracted customers
Provided coordinated upgrades for CUCM, CUC, IM&P, CER, and UCCX for contracted customers
Configured and maintained Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways for new and existing customers
Handled daily troubleshooting/support of Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways
Maintained daily support for users with an array of Cisco applications that included Cisco Unified Communications Manager and Cisco Unity Connection, Cisco Jabber, Cisco Unified Contact Center Enterprise, Cisco Jabber, and Cisco IP Communicator
VOICE/COLLABORATION ENGINEER
VEYTEC
ORLANDO, FL
05.2018 - 10.2018
Installed and configured CUCM, CUC, IM&P, CER, and UCCX for contracted customers
Provided coordinated upgrades for CUCM, CUC, IM&P, CER, and UCCX for contracted customers
Configured and maintained Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways for new and existing customers
Handled daily troubleshooting/support of Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways
Maintained daily support for users with an array of Cisco applications that included Cisco Unified Communications Manager and Cisco Unity Connection, Cisco Jabber, Cisco Unified Contact Center Enterprise, Cisco Jabber, and Cisco IP Communicator
SENIOR VOICE ENGINEER
VERITAS, HEATHROW
, FL
10.2015 - 05.2018
Led the configuration, migration, and support of Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC) during our separation from our parent company Symantec for 32 global locations
Led the configuration and migration for Jabber/IM & Presence rollout with SSO dependencies
Assisted with the migration of SIP trunks from one carrier to another for Unified Contact Center Enterprise (UCCE) which included proper coordination of department/queue changes and DID changes within an active production environment for North America, EMEA, and APJ
Configured and maintained Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways for new and existing site locations
Handled daily troubleshooting/support of Cisco 3800/3900/4300/4400 Voice Gateways and Cisco VG224 and VG204 Analog Voice Gateways
Maintained daily support for 9000+ users with an array of Cisco applications that included Cisco Unified Communications Manager and Cisco Unity Connection, Cisco Jabber, Cisco Unified Contact Center Enterprise, Cisco Jabber, and Cisco IP Communicator
Created and maintained internal documentation/SOPs for voice and network service components, software, and troubleshooting
Handled ordering and maintenance/refresh cycle of Cisco Voice/Network equipment
Maintained internal inventory of Cisco Voice/Network equipment to regulate cost and deployable assets
Managed ticketing queue assignments for entire team as well as monitored and maintained SLA requirements to meet business quality standards
MACD DELIVERY CENTER ENGINEER
PRESIDIO
ORLANDO, FL
03.2014 - 10.2015
Monitored alerting tools for customers’ voice and network equipment and took necessary steps to troubleshoot and open carrier tickets for outages and failures on the monitored equipment
Handled incoming calls and emails from customers regarding new and existing issues or requests
Implemented customer phone and voicemail migrations for new and existing locations
Provided daily troubleshooting support on routers, switches, firewalls, phone and voicemail systems, and resolved issues or escalated to tier 2 support when necessary
Created carrier/vendor tickets on customer equipment and assisted until completion/resolution
Responsible for handling medium and high-level priority assignments from our internal ticketing queue, and maintaining SLA requirements to meet business quality standards for our customers
VOICE CUSTOMER SUPPORT ENGINEER
THE SELECT GROUP/CISCO SYSTEMS, RESEARCH TRIANGLE PARK
, NC
01.2013 - 03.2014
Maintained support for clients with and array of Cisco applications that included Cisco Unified Communications Manager and Cisco Unity Connection, and IP Communicator
Assisted in support for clients during 1000+ IP phone implementation projects
Provided daily troubleshooting support of client’s phone, voicemail, and headset issues and requests
Managed ticketing queue assignments for entire team as well as monitor and maintain SLA requirements to meet business quality standards
IT NETWORK/VOICE ANALYST
CORNING INCORPORATED, CORNING
, NY
11.2008 - 10.2012
Developed and implemented performance enhancing Standard Operating Procedures that drove
department efficiency
Led installation, removal, and maintenance of company’s Analog, Digital and VOIP network systems
Configured and deployed Cisco routers and VG224 Analog Gateways for enterprise network
Scheduled and coordinated office moves for Fortune 500 executives
Led large telephony migrations from Avaya(PBX) to Cisco(IP) cutovers
Solved internal customers’ urgent phone and voice-mail technical issues by providing reliable
troubleshooting advice
Utilized internal ticketing system to create and troubleshoot user issues and requests along with system outages and infrastructure changes
Provided timely assistance and insights to deliver exemplary customer service
Handled Vendor Management of Wireless Mobility Accounts for AT&T and Verizon along with internal management of wireless account and for employees
Responsible for testing and troubleshooting of mobile devices company-wide to ensure the best products and services for employees
Created and maintained internal documentation for voice and network service components, software, and troubleshooting
Education
Associate Degree of Science - Liberal Arts and Humanities
Corning Community College
Skills
TECHNICAL SKILLSNetwork: Cisco IOS on non-distributed Routing & Switching Platforms with a primary focus on voice (3800 series routers and 3900 series routers, 4300 and 4400 series routers) and analog voice gateways (VG224s, VG204s, VG310s,VG320s, and VG350s)Telephony: Avaya Site Administration (ASA), Cisco Unified Communications Manager (CUCM) version 8 – 115, Cisco Unity Connection (CUC) version 8 – 115, Cisco Finesse, Unified Contact Center Express (UCCX) version 10 – 115, Unified Contact Center Enterprise (UCCE) version 10 – 115 Cisco Unified Intelligence Center (CUIC) version 10 – 115, Singlewire Informacast, Active Directory, Microsoft Exchange, the creation, removal, and maintenance of various database accounts and services in relationship to UC appliances Working knowledge of H323, SIP, SCCP, and MGCP protocols Configuration and deployment of BE6K and BE6Ms with virtual machines for customer site configurations of Unified Communications
Certification
ITIL v3 Foundation
Timeline
UC/COLLABORATION TEAM LEAD
PRESIDIO
04.2022 - Current
COLLABORATION ENGINEER
PRESIDIO
10.2018 - 04.2020
VOICE/COLLABORATION ENGINEER
VEYTEC
05.2018 - 10.2018
SENIOR VOICE ENGINEER
VERITAS, HEATHROW
10.2015 - 05.2018
MACD DELIVERY CENTER ENGINEER
PRESIDIO
03.2014 - 10.2015
VOICE CUSTOMER SUPPORT ENGINEER
THE SELECT GROUP/CISCO SYSTEMS, RESEARCH TRIANGLE PARK
01.2013 - 03.2014
IT NETWORK/VOICE ANALYST
CORNING INCORPORATED, CORNING
11.2008 - 10.2012
Associate Degree of Science - Liberal Arts and Humanities
<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC