Summary
Overview
Work History
Education
Skills
Certification
Clearance
Timeline
Generic

JOSEPH PICHOWSKY

Land O' Lakes

Summary

Dynamic Unified Communications Administrator with extensive experience, excelling in Cisco Unified Call Manager capabilities and customer service excellence. Proven track record in troubleshooting unified communication issues and implementing process improvements, enhancing communication capabilities and team productivity. Adept at training and mentoring, fostering collaboration across departments to achieve operational success.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Unified Communications Administrator/Associate Engineer

Peraton
Tampa
12.2022 - Current
  • Provided Tier I and II support for end-user UC functions and technologies.
  • Installed and configured VTC applications, system software, and upgrades.
  • Troubleshot and repaired hardware and network connectivity issues efficiently.
  • Managed data migration while removing old equipment from workstations.
  • Created and troubleshot Jabber accounts to enhance communication capabilities.
  • Supported Cisco, Microsoft, Polycom, and Crestron UC/AV hardware.
  • Coordinated software upgrades while assisting network team with performance troubleshooting.
  • Utilized Remedy ticketing system to manage customer issues effectively.
  • Managed call routing to ensure efficient customer service delivery.
  • Trained team members on effective communication techniques and protocols.
  • Oversaw daily call volume monitoring to identify peak times and trends.
  • Collaborated with IT to troubleshoot system issues impacting call flow.
  • Implemented process improvements to enhance customer interaction quality.
  • Configured settings within the call manager system according to customer requirements.
  • Documented processes related to managing calls using the call manager system.
  • Created reports on call management activities and performance metrics.
  • Performed troubleshooting activities to identify and resolve problems with the call manager system.
  • Assisted customers in resolving technical issues related to the call manager system.
  • Conducted training sessions for new users of the call manager system.
  • Collaborated with other departments on projects utilizing features of the call manager system.
  • Researched emerging technologies related to the call manager system for potential implementation.
  • Developed policies and procedures for proper use of the call manger system.
  • Implemented changes and upgrades to ensure compatibility with other systems.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Updated customer accounts within call management databases.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Maintained up-to-date knowledge of industry trends and customer service best practices.

Country Lead Unified Communications / VTC Engineer

PAE
Baghdad
12.2021 - 12.2022
  • Lead team of UC Engineers for entire country.
  • Act as the primary POC for Iraq and other outstations in AO for UC services.
  • Manage, maintain, and monitor TMS, CMS, CMM, and site-specific schedulers and MCU’s.
  • Create SOP for direction and utilization by all acting Engineers and Technicians.
  • Coordinate with appropriate computer/network help desks to ensure proper performance of systems attached to the UC and AV systems by submitting trouble tickets to facilitate fix actions on end-user equipment.
  • Provide Tier I and II support related end-user UC functions and technologies.
  • Assigning technicians to work all high visual meetings to ensure proper functioning of all capabilities.
  • Managing a team of 7 members, spread across the Area of Operations (AO).
  • Teaching and instruction on installation, inspection, repair, operation, and maintenance of all current Unified Communications systems.
  • Maintaining proper communications between other leads, in order to maintain working connectivity between all required stations.
  • Coordinating software upgrades and assisting network team in troubleshooting performance issues.
  • Managing and directing proper personnel to maintain shift and meeting coverage.
  • Recommends, researches, evaluates, and implements solutions to stated and assigned problems and issues that cut across functional boundaries and information mission area disciplines.
  • Other duties may include coordinating software upgrades, auditing telephony servers, assisting network team in troubleshooting performance issues.
  • Serve as an escalation point for Jr. System Engineers & System Administrators for all issues related to Unified Communications environment within the Desktop solution.
  • Identify issues and create improvement processes to help with the reduction of incident outage times.
  • Develop and maintain documentation of all processes associated with administration of the network and duties performed by network & system administrators.
  • Experience and specialist skills in the configuration and maintenance of Cisco voice communications infrastructure, including the ability to support a variety of technologies.
  • Knowledge of industry standards and government regulations relevant to voice communications.
  • Operating and maintaining a central VTC control hub and VTC suites; testing and troubleshooting VTC links; coordinating troubleshooting and maintenance of other network devices to prevent VTC disruption; maintaining configurations and settings for ancillary equipment that support the VTC network; and submitting work orders and turning-in faulty equipment for repair or replacement.
  • VOIP, VQ bridges and VTC’s, VCS Expressway, Controller, CUCM, CMS, CMM, TMS
  • Working in a direct customer service role including Executive level support.
  • Experience supporting UC/AV hardware. (CISCO, MICROSOFT, POLYCOM, CRESTRON)
  • Managed call routing to ensure efficient customer service delivery.
  • Trained team members on effective communication techniques and protocols.
  • Oversaw daily call volume monitoring to identify peak times and trends.
  • Collaborated with IT to troubleshoot system issues impacting call flow.
  • Implemented process improvements to enhance customer interaction quality.
  • Conducted regular performance reviews to assess staff effectiveness and engagement.
  • Developed training materials for new hires focusing on customer service excellence.
  • Coordinated cross-departmental meetings to align on service standards and objectives.
  • Configured settings within the call manager system according to customer requirements.
  • Documented processes related to managing calls using the call manager system.
  • Provided guidance and feedback on customer inquiries regarding the call manager system.
  • Created reports on call management activities and performance metrics.
  • Performed troubleshooting activities to identify and resolve problems with the call manager system.
  • Monitored and analyzed usage data from the call manager system to optimize performance.
  • Maintained records of all calls managed by the call manager system.
  • Assisted customers in resolving technical issues related to the call manager system.
  • Collaborated with other departments on projects utilizing features of the callmanager system.
  • Conducted training sessions for new users of the call manager system.
  • Researched emerging technologies related to the call manager system for potential implementation.
  • Developed policies and procedures for proper use of the call manger system.
  • Implemented changes and upgrades to ensure compatibility with other systems.
  • Verified accuracy of data entered into the call manger system.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Updated customer accounts within call management databases.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Coached team members on metrics and consumer experience behavior identification.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Retained top talent by authorizing and conducting team performance evaluations for corrective action planning.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Met and communicated with vendors to monitor product shipments, prices and backorders.
  • Maintained up-to-date knowledge of industry trends and customer service best practices.
  • Led team meetings to update on goals, share best practices, and discuss improvements.
  • Developed and monitored key performance indicators to assess team productivity.
  • Conducted regular performance reviews and provided constructive feedback to team members.
  • Facilitated communication between team members to foster a positive work environment.
  • Collaborated with other departments to streamline processes and improve service delivery.
  • Facilitated training sessions for new hires and ongoing development for existing staff.
  • Participated in the recruitment and selection process for new team members.
  • Oversaw daily operations of team, ensuring adherence to performance standards.

Unified Communications Administrator/VTC Engineer

Vectrus
Afghanistan & Qatar
01.2020 - 12.2021
  • Travel to Operating Bases around the CJOA-A when required to provide A/V and VTC technical support.
  • Support the installation, inspection, repair, operation and maintenance of all current A/V and VTC systems residing on the USFOR-A owned segment of Bagram Airfield and other A/V systems throughout the CJOA-A as directed by USFOR-A managers.
  • Manage the required meeting rooms that supported by USFOR-A A/V and VTC equipment, conduct scheduling of the rooms, ensure the rooms are operational prior to any meetings or events, and provide assistance as necessary.
  • Coordinating software upgrades and assisting network team in troubleshooting performance issues.
  • Coordinate with appropriate computer/network help desks to ensure proper performance of systems attached to the A/V and VTC systems by submitting trouble tickets to facilitate fix actions on end-user equipment.
  • Experience and specialist skills in the configuration and maintenance of Cisco voice communications infrastructure, including the ability to support a variety of technologies.
  • Knowledge of industry standards and government regulations relevant to voice communications.
  • VOIP, VQ bridges and VTC’s, VCS Expressway, Controller, CUCM, CMS, CMM, TMS
  • Working in a direct customer service role including Executive level support.
  • Experience supporting UC/AV hardware. (CISCO, MICROSOFT, POLYCOM, CRESTRON)
  • Assist in monitoring and managing the health of solutions and services, diagnosing and fixing basic system problems, escalating problems to senior staff or vendors.
  • Other duties may include coordinating software upgrades, auditing telephony servers, assisting network team in troubleshooting performance issues.
  • Provide Tier I and II support related end-user UC functions and technologies.
  • Manage and maintain Tandberg MCUs, Cisco Videoconferencing 3500 series, Tandberg 1000 Desktop VTC Units, Tandberg 1700 Desktop VTC Units, Tandberg 6000 & 8000 VTC equipment.
  • Provide support for special events on HQRS Kabul or in other areas within the CJOA-A. These special projects sometimes involved temporary runs of various cable types and creative solutions to service delivery issues for these events.
  • Assist users in the operation and set up of audio visual (A/V) and VTC equipment utilized in day-to-day operations and collaboration.
  • Serve as an escalation point for Jr. System Engineers & System Administrators for all issues related to Unified Communications environment within the Desktop solution.
  • Identify issues and create improvement processes to help with the reduction of incident outage times.
  • Develop and maintain documentation of all processes associated with administration of the network and duties performed by network & system administrators.
  • Operating and maintaining a central VTC control hub and VTC suites; testing and troubleshooting VTC links; coordinating troubleshooting and maintenance of other network devices to prevent VTC disruption; maintaining configurations and settings for ancillary equipment that support the VTC network; and submitting work orders and turning-in faulty equipment for repair or replacement.

Lead VTC Engineer/ Unified Communications Administrator

LEIDOS
Pentagon
01.2016 - 01.2020
  • Provide onsite/on call support for all video teleconferencing systems and networks under control of Army G2.
  • Monitor and maintain all network assets in consideration to video teleconferencing.
  • Knowledge of HQDA G-2 organizational missions, concepts, procedures, and goals.
  • Resource management of VTC usage and equipment.
  • Analyze problems, organize activity, prioritize work efforts, conduct fact-finding, synthesize relevant data, recommend and rank solutions, and implement action on all systems under my direction.
  • Personally working all high visual meetings to ensure proper functioning of all capabilities, oral communication is important for these meetings. (General Officers, Federal Government Officials, and Senior Executive Service.)
  • Serve as an escalation point for Jr. System Engineers & System Administrators for all issues related to Unified Communications environment within the Desktop solution.
  • Identify issues and create improvement processes to help with the reduction of incident outage times.
  • Develop and maintain documentation of all processes associated with administration of the network and duties performed by network & system administrators.
  • Experience and specialist skills in the configuration and maintenance of Cisco voice communications infrastructure, including the ability to support a variety of technologies.
  • Knowledge of industry standards and government regulations relevant to voice communications.
  • Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements. Good customer service.
  • Provide direct customer service and technical support to users as required via phone, email, fax, online systems and in person.
  • Assist in monitoring and managing the health of solutions and services, diagnosing and fixing basic system problems, escalating problems to senior staff or vendors.
  • Ensure systems security in compliance with customer policy including virus protection. Maintain database of all soft and hard copies of SOP and VISIO drawings of VTC rooms.
  • Maintain database and the effectiveness of systems to provide qualitative output of information for improvement, attention to detail is paramount.
  • Coordinating software upgrades and assisting network team in troubleshooting performance issues.
  • Provide Tier I and II support related end-user UC functions and technologies.
  • Implement and maintain network standards and guidelines.
  • Other duties may include coordinating software upgrades, auditing telephony servers, assisting network team in troubleshooting performance issues.
  • Perform site surveys; obtaining information for conference room installations and providing the customer with an accurate parts quote as well as fully installing all audio-visual hardware/software.
  • Reviews national, Department of Defense (DOD), Department of Army (DA) guidance, priorities, and trends to develop, coordinate and promulgate G-2 programmatic policy and procedures.
  • Represents the G-2 with counterparts in the intelligence community.
  • Ensures compliance with policies and executes corrective measures to meet Army and national defense requirements.
  • Coordinates G-2 policy development.
  • Conducts and participates in meetings with counterparts of Army and national intelligence organizations.
  • Experience supporting UC/AV hardware. (CISCO, MICROSOFT, POLYCOM, CRESTRON)

Unified Communications Administrator/VTC Engineer

KGS/SPECIAL OPERATIONS COMMAND
Macdill
03.2014 - 08.2015
  • Designed innovative systems for mission-critical operations in special operations environments.
  • Conducted thorough analyses of engineering designs to ensure military standards compliance.
  • Implemented solutions to complex engineering challenges under high-pressure conditions.
  • Developed and documented detailed technical specifications and user requirements.
  • Evaluated new technologies for integration into operational frameworks.
  • Provided training and mentorship to junior engineers on best practices.
  • Coordinated project timelines across engineering teams to enhance execution efficiency.
  • Completed projects on time and within budget.
  • Developed communication plans to support organizational goals and initiatives.
  • Facilitated training sessions to enhance team members' communication skills.
  • Monitored communication trends to inform strategy and improve engagement efforts.
  • Provided support in developing presentations for senior management meetings.
  • Managed incoming calls to ensure timely and accurate responses.
  • Coordinated communication between departments to enhance customer service efficiency.
  • Trained new team members on call handling procedures and customer interaction techniques.
  • Developed training materials for ongoing staff development and skill enhancement.
  • Resolved customer inquiries and escalated complex issues to appropriate personnel.
  • Supported team efforts by fostering a collaborative work environment among staff members.
  • Created reports on call management activities and performance metrics.
  • Maintained records of all calls managed by the call manager system.
  • Analyzed call data to identify trends and recommend process improvements.
  • Evaluated customer feedback regarding use of the call manager system.
  • Collaborated with other departments on projects utilizing features of the call manager system.
  • Documented processes related to managing calls using the call manager system.
  • Conducted training sessions for new users of the call manager system.
  • Configured settings within the call manager system according to customer requirements.
  • Assisted customers in resolving technical issues related to the call manager system.
  • Researched emerging technologies related to the call manager system for potential implementation.
  • Performed troubleshooting activities to identify and resolve problems with the call manager system.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Updated customer accounts within call management databases.
  • Maintained up-to-date knowledge of industry trends and customer service best practices.

Senior VTC Technician

URS-APTIS/SPECIAL OPERATIONS COMMAND
Macdill
12.2011 - 02.2013

Biometrics Automated Toolset Administrator/Instructor

BOWHEAD
Camp Leatherneck
08.2011 - 12.2011

Lead JWICS VTC Engineer

DSCI
Guantanamo Bay
06.2011 - 08.2011

Regional Command-East SIPR Bridge Manager

TRACE SYSTEMS
Bagram
05.2010 - 05.2011

SOFTACS (Special Operations Forces Tactical Satellite) Technician

MARSOC (Marine Special Operations Command)
Jacksonville
03.2009 - 02.2010

Information Technology Specialist Lead

MARSOC (Marine Special Operations Command)
Jacksonville
10.2006 - 12.2009

Special Systems Intelligence

United States Marine Corps
Camp Lejeune
06.2001 - 06.2006

Education

High School Diploma -

Continental Academy
Monroe, GA
01.2000

Skills

  • Experience with VTOL UAV’s
  • Unified communications support
  • Video teleconferencing systems
  • Cisco voice configuration
  • Customer service excellence
  • Troubleshooting network issues
  • Incident management
  • Technical documentation
  • Process improvement
  • Team leadership
  • Cross-department collaboration
  • Effective communication
  • Training and coaching
  • Time management
  • Adaptability to change
  • Data analysis
  • Analytics reporting
  • Internal communications
  • Excellent communication
  • Call management
  • Unified communications
  • Video teleconferencing
  • VoIP troubleshooting
  • System upgrades
  • Customer relationship management
  • Technical support
  • Performance monitoring
  • Incident resolution
  • Training and development
  • Collaboration
  • Call routing
  • Coaching and mentoring
  • Call monitoring

Certification

  • CCNA
  • CompTIA Security+ CE
  • CISCO Telepresence Basics
  • Special Systems Intelligence
  • SATCOMS
  • Special Operations Forces Tactical Satellite (SOFTACS)
  • BSA BAT/SEEK/HIIDE (Biometrics)

Clearance

TS/SCI

Timeline

Unified Communications Administrator/Associate Engineer

Peraton
12.2022 - Current

Country Lead Unified Communications / VTC Engineer

PAE
12.2021 - 12.2022

Unified Communications Administrator/VTC Engineer

Vectrus
01.2020 - 12.2021

Lead VTC Engineer/ Unified Communications Administrator

LEIDOS
01.2016 - 01.2020

Unified Communications Administrator/VTC Engineer

KGS/SPECIAL OPERATIONS COMMAND
03.2014 - 08.2015

Senior VTC Technician

URS-APTIS/SPECIAL OPERATIONS COMMAND
12.2011 - 02.2013

Biometrics Automated Toolset Administrator/Instructor

BOWHEAD
08.2011 - 12.2011

Lead JWICS VTC Engineer

DSCI
06.2011 - 08.2011

Regional Command-East SIPR Bridge Manager

TRACE SYSTEMS
05.2010 - 05.2011

SOFTACS (Special Operations Forces Tactical Satellite) Technician

MARSOC (Marine Special Operations Command)
03.2009 - 02.2010

Information Technology Specialist Lead

MARSOC (Marine Special Operations Command)
10.2006 - 12.2009

Special Systems Intelligence

United States Marine Corps
06.2001 - 06.2006

High School Diploma -

Continental Academy

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