Dom Chavez
Dallas/Ft. Worth,TX
Summary
Results-driven Technical Solutions Specialist with over 11 years of experience in Managed Services and Cisco Unified Communications (UC). Expert in Cisco Collaboration platforms including CUCM, WebEx Calling, and Contact Center solutions since 2013. Proven ability to lead full solution lifecycle from technical discovery and design to executive presentations and contract closure. Adept at architecting secure, scalable UC environments and collaborating cross-functionally to drive business outcomes. Recognized by Cisco and industry leaders for sales performance and leadership in the IT space.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Sales Specialist, Managed Services
Presidio Inc.
09.2022 - 10.2024
- Acted as the lead Cisco Collaboration strategist for Managed Services, creating scalable, SLA-backed support solutions for CUCM, WebEx Calling, Contact Center, and hybrid deployments.
- Designed custom managed services packages for enterprise and mid-market clients—including escalation frameworks, monitoring protocols, change management, and UCaaS onboarding.
- Worked closely with engineering, sales, and delivery teams to ensure seamless support transition for Cisco cloud and on-prem environments.
- Advised clients on SIP trunking, analog gateway design, and PSTN integration to ensure redundancy and call path optimization.
- Provided in-depth guidance on Cisco’s cloud collaboration architecture—including how media paths, data centers, and control plane elements interact across regions.
- Supported over $9.5M in closed annual recurring revenue by aligning Cisco platform capabilities to real-world operational support needs.
- Delivered executive-level presentations with service model diagrams, ROI summaries, and platform-specific support matrices.
Solutions Architect, Managed Services
Presidio Inc.
01.2020 - 09.2022
- Spearheaded the design of support-ready Cisco UCaaS solutions as part of Presidio’s Managed Services go-to-market strategy.
- Worked hand-in-hand with client IT teams to architect support transitions from legacy PBX or CUCM to WebEx Calling and hybrid cloud.
- Defined service components including gateway routing, analog failover, SIP path design, and survivability strategies.
- Documented Cisco UC architectures from both a technical and operational lens, ensuring service delivery teams had clear runbooks, escalation tiers, and proactive monitoring guidance.
- Built reusable managed services templates that accelerated sales cycles and reduced implementation friction.
Senior Manager, Service Operations & Escalation
Presidio Inc.
09.2015 - 01.2020
- Directed a 75+ engineer team overseeing 24/7 support for Cisco UC platforms across more than 300 global enterprise clients.
- Managed operational uptime and incident resolution for CUCM clusters, SIP gateways, SRST fallback systems, and voice infrastructure.
- Built escalation workflows and standardized troubleshooting protocols around Cisco voice environments, enhancing SLA compliance and customer satisfaction.
- Partnered with ServiceNow engineering to customize ITSM workflows for Cisco UC monitoring, change, and problem management.
- Collaborated with Cisco support and internal engineering to resolve deep-dive issues spanning gateway call routing, codec negotiation, and cross-data center failover behavior.
Operations Supervisor/Technician, Managed Services
Presidio Inc.
07.2013 - 09.2015
- Provided hands-on support for Cisco UC environments—including provisioning, troubleshooting, and user onboarding across CUCM, WebEx, Jabber, and voicemail platforms.
- Gained deep operational knowledge of SIP, analog gateway setups, and H.323/SCCP endpoint integration within multi-site voice architectures.
- Diagnosed call flow issues across local gateways and carrier trunks, ensuring call completion and QoS adherence.
- Played a key role in onboarding new clients into Cisco UC managed services—capturing baseline configs, identifying risks, and preparing documentation for long-term support.
- Mentored junior staff and helped formalize training protocols for Cisco UC troubleshooting and escalation.
Education
CCNA/CCNP - Computer Networking
Cisco Network Academy
Irving, TX05-2013
Skills
Cisco Collaboration (CUCM, WebEx Calling, Jabber, Contact Center)
Cisco Networking Infrastructure - Cloud Calling Migrations -VoIP Design and Support
Technical Sales and Solution Architecture - Key Account Management - Salesforce CRM
ITSM (ServiceNow) - Client Discovery and ROI Modeling - Team Leadership - Managed Services
Accomplishments
Cisco Networking Academy Panelist – Invited to speak at national webinars and local job fairs as a recognized leader in IT operations and network management. Provided guidance to students and aspiring professionals on navigating careers in infrastructure support and technical service delivery.
Cisco Feature Story Recognition – Selected by Cisco for a company feature highlighting leadership in managed services, operational innovation, and mentorship. Recognized for lifting others up, championing team growth, and helping shape the next generation of IT professionals.
Certification
- AWS Certified Cloud Practitioner (Expired)
- AWS Certified Solution Architect (In progress)
- Cisco Certified Network Associate (CCNA) - Cisco Systems. (Expired)
Presidio Inc. - 2023 Presidents Club Recipent
Recognized for bringing in the highest volume of new business through consultative selling and scalable solution design. Honored for operational excellence, client trust, and consistently delivering infrastructure models that drove long-term value.
Timeline
Technical Sales Specialist, Managed Services
Presidio Inc.
09.2022 - 10.2024
Solutions Architect, Managed Services
Presidio Inc.
01.2020 - 09.2022
Senior Manager, Service Operations & Escalation
Presidio Inc.
09.2015 - 01.2020
Operations Supervisor/Technician, Managed Services
Presidio Inc.
07.2013 - 09.2015
CCNA/CCNP - Computer Networking
Cisco Network Academy
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