Lance Serbousek
Brandon,SD
Summary
Senior Unified Communications Engineer with a proven track record in network troubleshooting, project management, and customer support. Expertise in optimizing voice network performance and mentoring junior engineers to enhance team capabilities.
Overview
2027
2027
years of professional experience
Work History
Unified Communications Voice Engineer
Highpointnetworks
- Implemented voice solutions using Cisco Unified Communications Manager to enhance telephony systems.
- Configured and maintained VoIP systems ensuring optimal performance and reliability for end-users.
- Collaborated with cross-functional teams to troubleshoot and resolve communication issues swiftly.
- Developed and documented best practices for voice system configurations and maintenance procedures.
- Led initiatives to upgrade legacy systems, improving overall functionality and user experience significantly.
- Mentored junior engineers in troubleshooting techniques, fostering a culture of continuous learning and development.
- Optimized voice network performance by monitoring and maintaining Unified Communications systems.
- Assisted in capacity planning efforts by analyzing usage trends, identifying areas for improvement, and recommending appropriate upgrades or enhancements as necessary.
- Mentored junior team members by sharing technical expertise, providing constructive feedback, and fostering a collaborative work environment.
- Conducted comprehensive testing of new Unified Communications technologies prior to deployment, ensuring smooth implementation and minimal disruption to users.
- Managed numerous concurrent projects involving multiple stakeholders while consistently meeting deadlines and delivering high-quality results.
- Enhanced system scalability by designing and deploying robust voice network solutions.
- Ensured optimal security measures were implemented across all aspects of the voice infrastructure to protect sensitive data from unauthorized access or tampering.
- Maintained detailed documentation of voice network architecture, configuration changes, and incident resolutions to facilitate knowledge sharing among team members.
- Developed customized training materials for end-users to promote effective utilization of Unified Communications features and functionalities.
- Streamlined communication processes by configuring and managing IP telephony devices, including phones, gateways, and servers.
- Evaluated vendor proposals for new hardware or software implementations related to Unified Communications systems based on technical requirements and budgetary constraints.
- Implemented effective troubleshooting techniques to resolve complex technical problems quickly and efficiently.
- Collaborated with cross-functional teams to ensure seamless integration of voice services into existing IT infrastructure.
- Coordinated with telecom carriers in the provisioning process of circuits required for IP-based telephony services such as SIP trunking or PRI lines to establish connectivity between systems.
- Contributed to the development of disaster recovery and business continuity plans for the voice infrastructure, ensuring minimal impact on operations in case of unforeseen events.
- Reduced downtime for clients by proactively addressing potential issues in the voice infrastructure.
- Provided expert guidance on best practices for voice network design, implementation, and maintenance during project planning stages.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Installed, maintained and supported voice/data applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Coordinated installation of new users and relocations of existing users.
- Researched and recommended network and data communications hardware and software.
- Maintained documentation for telecommunication systems, equipment inventory and floor plans.
- Performed telecommunication and networking business evaluations.
- Installed, maintained and supported VoIP applications.
- Installed, maintained and supported IVR applications.
- Initiated improvements to operational efficiency of network.
- Ran and analyzed call processing flows and traffic studies to determine optimum configurations.
- Identified poor quality lines and underutilized circuits.
- Adapted and modified standard techniques, procedures and criteria to solve complex problems.
- Analyzed and interpreted complex data from multiple sources.
- Designed, installed and maintained organization's telephony network.
- Interpreted electrical schematics and design documents for system installation and build-out.
- Maintained appropriate environmental conditions in telephone equipment rooms.
- Answered questions regarding Type and Type issues, resulting in Number% fewer calls to helpdesk.
- Followed standards and procedures to maintain safe work environment.
- Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
- Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools.
- Accurately read, understood and carried out written instructions.
- Repaired cut cable of various sizes and worked with color-coded wires and cables.
- Installed and maintained systems and analyzed users' needs.
- Assessed facilities to determine capacity and needs for telecommunications systems.
- Monitored and analyzed system performance, such as network traffic, security and capacity.
- Developed and implemented procedures for preventive maintenance, backup, and data recovery.
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
- Evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems.
- Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
- Used Software to prepare and evaluate network diagrams, floor plans and site configurations for both new and existing facilities.
- Reviewed and interpreted facility orders, network design orders and circuit layout orders.
Senior Unified Communications Engineer
Highpointnetworks
Sioux Falls, SD
10.2013 - Current
- Achieved enhanced network reliability and performance through effective design and implementation of communication systems.
- Optimized bandwidth allocation and improved service delivery by analyzing network traffic patterns.
- Resolved technical issues efficiently by coordinating with cross-functional teams.
- Generated detailed documentation for system configurations and operational procedures, facilitating smoother operations.
- Evaluated emerging technologies to recommend enhancements for existing communication infrastructure.
- Managed project timelines and deliverables, ensuring alignment with organizational goals and client expectations.
- Increased client satisfaction by providing exceptional customer support and training on newly implemented systems.
- Developed detailed documentation outlining project specifications, guidelines, and best practices for future reference and knowledge sharing among team members.
- Ensured compliance with industry regulations and safety standards during all phases of project planning and execution.
- Reduced operational costs by identifying opportunities for process improvement and implementing cost-saving measures.
- Improved communication infrastructure by designing and implementing advanced network systems.
- Led training sessions for both internal staff and external clients on the use, operation, and troubleshooting of newly installed communication systems.
- Troubleshot complex technical issues, providing timely resolutions for clients experiencing network disruptions.
- Managed multiple high-profile projects simultaneously, ensuring timely completion while maintaining strict adherence to budget constraints.
- Streamlined workflow processes through the development of efficient project management methodologies.
- Conducted comprehensive site surveys to assess feasibility and identify potential challenges for new communication installations.
- Collaborated with cross-functional teams to ensure seamless integration of communication systems in large-scale projects.
- Mentored junior engineers, fostering professional growth and contributing to an environment of continuous learning within the team.
- Leveraged strong analytical and problem-solving skills to address complex technical challenges, ensuring optimal network performance for clients.
- Evaluated emerging technologies in the field of communications engineering to maintain a competitive edge in service offerings.
- Established a strong reputation for quality workmanship, consistently meeting or exceeding client expectations in project delivery.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Installed, maintained and supported voice/data applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Coordinated installation of new users and relocations of existing users.
- Researched and recommended network and data communications hardware and software.
- Maintained documentation for telecommunication systems, equipment inventory and floor plans.
- Performed telecommunication and networking business evaluations.
- Installed, maintained and supported VoIP applications.
- Installed, maintained and supported IVR applications.
- Monitored overall network performance.
- Initiated improvements to operational efficiency of network.
- Adapted and modified standard techniques, procedures and criteria to solve complex problems.
- Analyzed and interpreted complex data from multiple sources.
- Designed, installed and maintained organization's telephony network.
- Followed standards and procedures to maintain safe work environment.
- Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
- Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools.
- Accurately read, understood and carried out written instructions.
- Repaired cut cable of various sizes and worked with color-coded wires and cables.
- Installed and maintained systems and analyzed users' needs.
- Assessed facilities to determine capacity and needs for telecommunications systems.
- Monitored and analyzed system performance, such as network traffic, security and capacity.
- Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
- Used Software to prepare and evaluate network diagrams, floor plans and site configurations for both new and existing facilities.
Education
Associate of Science - Network And System Administration
Southeast Technical Institute
Sioux Falls, SD12-2003
Skills
- Network troubleshooting
- Customer support
- Wireless communications
- Training and mentoring
- Call routing
- Video conferencing
- IP telephony
- QoS implementation
- Voice network design
- SIP trunking
- Session initiation protocol
- Voice gateways
- VoIP protocols
- Collaboration solutions
- Unified messaging
- Telephony integration
- Contact center technologies
- Cloud-based ucaas
- Hardware installation and configuration
- Effective communication
- Telecommunications equipment
- Project leadership
- Analytical problem solving
- Project management
- Network architecture design
- Network protocols
- Telecommunications repair
- Troubleshooting
- Network engineering
- Supporting voip
- Network field installations
- Cloud computing
- Networks
- Testing
- Inter-tel voice system
- Supporting unified messaging (UM)
- Unix
- Carrier circuits
- CTI and IP telephony
- Mitel voice system
- Telecommunications field service
- Software installation and configuration
- Technical standards and deliverables
- Analysis and problem solving
- Telecommunications field installations
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
Timeline
Senior Unified Communications Engineer
Highpointnetworks
10.2013 - Current
Unified Communications Voice Engineer
Highpointnetworks
Associate of Science - Network And System Administration
Southeast Technical Institute