Derrick Smilovitz
Chicago,IL
Summary
Professional with strong background in implementation and project management. Skilled in system integration, process optimization, and client training. Known for fostering collaboration and driving results in dynamic environments. Reliable team player with flexible approach to evolving needs and challenges.
Overview
12
12
years of professional experience
Work History
Network Voice Engineer II
Thredpartners
09.2021 - Current
- Engaged in migrating more than 600 sites in the Chicago land area to the Clearspan cloud-based telecom solution. Served as the site lead and was responsible for coordinating and supporting the implementation at the sites.
- Provide Help desk and NOC support on Mitel and Clearspan system, create and monitor Remedy and Service Now Tickets
- Manage and provide SMDR Records as needed
- Configure and Update AudioCodes Meridiant 800 Enterprise Session Border controller
- Configure and Update AudioCodes Analog VoIP FXS/FXO Gateway MP-112, MP-114, MP-118, MP-124, MP-124, MP504, MP508, Mitel 8-Port Streamline, Mitel 24-Port Streamline, Mitel 48-Port Streamline
- Analyze and complete help desk telecommunication support and moves, add, and make changes.
- Provide translation of Auto attendant from English to Spanish and recorded the greeting in English and Spanish
- Perform Daily system check and monitor Solar Winds
- Attend and Serve as Telecom Liaison on Weekly CAB Meetings
- Served as the site’s point of contact for coordination and successful migration of the site and end users to the Clearspan telecom solution for our client
- Ensured that the requirements are well-defined and translated into the configuration of the system and support each site and end user as they migrate to the new telecom system.
- Analyzed and assessed current setup onsite and meets with the site’s leadership to discover and verify information for accuracy and correctness on the system design forms including auto attendant setup, user contact information, and call routing
- Coordinated onsite between site personnel, phone placement teams, union technicians and remote Clearspan installation group for installation activities
- Perform post-cutover support and complete moves, add and changes during post-cutover and update system documentation reflecting moves add and changes requested during post-cutover support
- Complete and provide cutover documentation to technicians and assign technicians work order
- Exported current system data and analyzed and performed comparisons on the systems PBX and Voicemail system to validate user data that was used on system design
- Analyzed and reviewed current system user data, call flows, system programming, and auto attendant
- Provide onsite contact system snapshot and verified the current system user data, call flows, system programming, and auto attendant
Cloud Engineer
Mitel Networks
01.2013 - 09.2021
- Contributed to product improvement initiatives by providing valuable insights based on hands-on experience with various cloud engineering tools and frameworks.
- Assisted in migration projects from on-premises data centers to cloud environments, ensuring minimal disruption to business operations.
- Collaborated closely with cross-functional teams during major incident response efforts, ensuring timely resolution of critical issues affecting business operations.
- Served as a Subject Matter Expert on large, complex, and global infrastructure projects that may require cross-department resources and coordination.
- Performed programming of UCaaS Infrastructure, PBX, Voice mail System, Call Recording system, and Contact Center system, and collaboration software
- Performed end-to-end project management, implementation, and training for cloud-based unified communications and contact center deployments.
- Responsible for system design, data collection, solution documentation, and systems engineering post-sales.
- Configured and deployed UCC solutions, call flows, user profiles, user permissions, call management, and collaboration tools.
- Effectively designed, programmed, trained, and documented all phases of a Cloud Contact Center Implementation.
- Configure and deploy MiCollab UCC solutions, call flows, user profiles, user permissions, call routing, ACD, and Mitel Audio Web Video applications.
- Specialized in large, complex multi-site and national customers and focused largely on complex systems, data, and network designs, work independently to perform installation activities for customer locations or virtual environments
- Designed and programmed CCaaS business customers' contact center call flows on Serenova platform
- Performed and assisted in Serenova platform change and migration of over 150 accounts
- Conducted technology testing performed reviews and audits, and ensured all solutions were built to enterprise standards and meet customer's business needs.
- Performed system design or extract of current system, programming of the new system, voice system deployment, software, support, and trained administrators in new system and all different software included.
- Provided project coordination and management on large projects of moderate to significant complexity by defining system and project requirements, as well as working as Project Coordinator to determine all resources required, for the project, including but not limited to human resources, material resources, telco resources, and other requirements.
- Initiated, scheduled, and conducted customer programming meetings in which advanced applications and software programming specifications were developed.
- Effectively documented, communicated, and reported on defined deliverables as well as resource requirements, work plans, and barriers to success related to Management and clients
- Managed project activities for multiple projects across all project phases, including initiation, planning, user experience, launch, and ongoing maintenance
- Led cross-functional teams in full Software Development Life Cycle (SDLC), implementing Agile methodologies and Scrum practices to enhance project delivery efficiency and foster collaboration.
- Facilitated regular project team meetings including meetings with internal team members and client representatives and held regular meetings to monitor progress and identify any issues
- Developed a trusted advisor relationship with client contacts through efficient, quality execution of projects, effective communication, and value-added consulting advice
- Provided technical support to internal stakeholders, diagnosing and resolving complex issues related to organization's cloud environment.
- Elevated customer satisfaction ratings through personalized support services, addressing unique challenges faced during implementations.
Education
Bachelor of Science - Information Systems
DePaul University
Chicago, ILSkills
IVR development
Soft-phone configuration
Telecom Engineering
Voicemail systems
SIP Trunking
Contact center solutions
PBX administration
Call Routing
Project Management
Project Planning
Data Migration
Requirements Gathering
Implementation and configuration
Customer Service
Agile Methodologies
Cloud Computing
Timeline
Network Voice Engineer II
Thredpartners
09.2021 - Current
Cloud Engineer
Mitel Networks
01.2013 - 09.2021
Bachelor of Science - Information Systems
DePaul University
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