JASON URBANIK
Asheboro,NC
Summary
Dynamic and results-driven Senior Voice Engineer with over 30 years of experience in VoIP design, implementation, training, and support. Extensive expertise in configuring, managing, maintaining, and troubleshooting complex managed services systems, including UCaaS, CCaaS, call recording, and IVR systems. Proficient in all Mitel business products, complemented by a proactive attitude and a strong work ethic. Committed to contributing to a forward-thinking company that values growth and innovation.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Senior Managed Services Engineer
Ipro Media
Asheboro, NC
2025 - Current
- Coordinated support for service team in addressing escalations and maintaining SOC 2 compliance requirements.
- Delivered exceptional customer service to enhance satisfaction for clients in US and Canada.
- Analyzed customer issues and provided targeted support to team, ensuring timely resolution and adherence to SLA standards.
- Collaborated with IT team to identify and implement solutions that elevate customer interactions.
- Mentored junior engineers, fostering professional development and technical skill growth.
Senior Engineer, Voice Services
Medvantx
Asheboro, NC
2022 - 2025
- Facilitated support for Mitel VoIP solutions and applications.
- Directed installation and maintenance of Genesys CCaaS to enhance customer communication capabilities.
- Coordinated staff training sessions and offered continuous support to foster skill advancement.
- Coordinated vendor interactions and managed telecom partnerships to enhance IVR deployment efficiency.
- Led cross-functional teams to design and implement innovative engineering solutions.
- Mentored junior engineers, fostering professional growth and knowledge sharing within the team.
Senior UC Voice Engineer
Convergent
Austin, TX
01.2021 - 2022
- Executed implementation and support of Mitel VoIP solutions and applications.
- Coordinated and executed installations and services, maintaining high standards of quality and efficiency.
- Developed and delivered training programs for clients and their support teams to enhance service delivery.
- Executed implementation of Cisco Webex and Cisco Webex Contact Center solutions.
- Managed troubleshooting and maintenance of all Mitel applications to optimize user experience.
- Configured and maintained voice gateways for seamless connectivity across platforms.
Sr. Managed Service Engineer
IPRO Media
Austin, TX
2014 - 2021
- Installed, configured and tested equipment on Mitel platforms.
- Diagnosed technical issues and provided effective solutions for client equipment.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Conducted routine maintenance and troubleshooting on various media systems.
- Trained junior engineers on standard operating procedures and best practices.
Operations Manager
Blueprint Technologies
Austin, TX
01.2013 - 01.2014
- Implemented and administered Mitel solutions and applications.
- Delivered sales engineering and support to drive new business opportunities.
- Upgraded current systems to deliver improved voice and data service capabilities.
Installation Supervisor
Integrated Telecom Solutions
Stockton, CA
01.2010 - 01.2013
- Implemented and maintained Mitel product installations for new and existing customers.
- Collaborated with cross-functional teams to provide comprehensive sales engineering and support for product development and client needs.
- Managed installation processes and provided technical support for new voice and data services, ensuring seamless integration and functionality.
Director of Production
BTI Communications
Sacramento, CA
01.2007 - 01.2010
- Managed operations, service, and installations Provided Sales Engineering and support to area sales executives Supported existing customers voice and data networks.
Skills
- Mitel engineering expertise
- VoIP and SIP technologies
- Mitel implementation expertise
- IVR system implementation
- Call and screen recording
- Familiarity with Salesforce and Tigerpaw
- Guiding and assisting team members
- Critical thinking
- Project management
- Root-cause analysis
- Project planning
- System troubleshooting
Certification
MiVoice Business
MiVoice Call Recording
ASC Call Recording
MiCollab
MiCollab Advance Messaging
Mitel Boarder Gateway
Mitel Contact Center
Mitel Outbound Contact Center
NuPoint Voicemail
Mitel Standard Linux
MiVoice 250
Timeline
Senior UC Voice Engineer
Convergent
01.2021 - 2022
Operations Manager
Blueprint Technologies
01.2013 - 01.2014
Installation Supervisor
Integrated Telecom Solutions
01.2010 - 01.2013
Director of Production
BTI Communications
01.2007 - 01.2010
Senior Managed Services Engineer
Ipro Media
2025 - Current
Senior Engineer, Voice Services
Medvantx
2022 - 2025
Sr. Managed Service Engineer
IPRO Media
2014 - 2021