Leah Dee Spencer

• Lead and oversee the approval for scoping, planning, cost estimating, and pricing of consulting projects across RingCentral’s Contact Center portfolios.
• This includes the statement of work development and risk assessment, including, but not limited to, defining goals and objectives, identifying and detailing client requirements, resource requirements, project budget, project risks, and the translation of the client's business requirements into specific results.
• Fostered alignment with Sales Team to support success in client acquisition and retention.
• Assisted in navigating RFP process alongside Sales Team.
• Produced accurate monthly booking projections for professional services.
• Report on sales pipeline and project portfolio, ensuring schedule fidelity.
• Identify sales opportunities, and lead PS pre-sales planning, project pricing, bid review, and presentation of sales proposals.
• Showcased advantages of Professional Services and Project Methodology.
• Provide engagement oversight for the project portfolio.
• Lead day-to-day relationships with client partners, and resolve all issues.
• Mentored PS delivery consultants, focusing on skill enhancement in pre- and post-sales scenarios.
• Transfer industry, technical, and product knowledge to clients.
• Keep up to date on relevant competitive solutions, products, and services.

• Lead the development and execution of multiple complex projects, while ensuring adherence to stakeholder specifications.
• Modified project plans when needed to better align with organizational objectives.
• Coordinated resources across multiple departments and teams as needed for successful completion of projects.
• Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
• Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
• Generated and tracked change orders and other contractual modifications affecting budget and schedule.
• Collaborate with internal and external resources to ensure project delivery is completed on time, and within budget.
• Lead all aspects of the project from discovery to completion, including data collection, build activities, porting, training, go-live, and transition to support.
• Promote a smooth transition from implementation to post-go-live support, and ensure any open items are documented and actively addressed via a RAID log.
• Porting SME for the Professional Services Project Management Team.
• Provide mentorship to newly onboarded project managers.

• Provide discovery, planning, deployment, and testing for ShoreTel/Mitel Cloud-based VoIP
• Ensure full functionality of account including porting DID’s into ShoreTel/Mitel, call handling, user settings, and network configuration
• Coordinate dedicated T1 or Ethernet Circuit install and testing
• Complete account location moves including dedicated T1/Ethernet Circuits

Advance Implementation Services (AvIS)

• Provide Technical Assistance on day of Go Live for Project Managers to ensure a smooth go live and resolve any concerns quickly to provide the customer the best experience
• Act as the first line of support during the project testing, go live, and transition phase
• Provide on the fly changes/updates for call flow, users settings, and system features
• Complete Hybrid configuration process between ShoreTel Premise System to Cloud-based account to allow for extension dialing and directory access between both systems
• Provide advanced troubleshooting for ATA devices and Polycom conference phones
• Complete account call flow builds including basic Contact Center builds

• Provide discovery, planning, deployment, and testing for Cloud-based VoIP customers
• Ensure full functionality of account including porting DID’s into RingCentral, call handling, user settings, and network configuration
• Provide admin training on setup and maintaining of RingCentral service
• Provide end-user training on basic phone functionality

Technical Account Manager (TAM)

• Identify scope of client-specific project and define parameters and deadlines to customer
• Provide pro-active service interruption notifications
• Ability to see and work support cases the moment they are created in a triage capacity
• Monitor and provide updates/escalate existing cases in a results driven capacity, utilizing all escalation paths available
• Provide visual representation of existing network and call handling via Visio modeling
• SPoC for technical needs, provide insight and visibility into future needs and feature requests to ensure customer gets the most of their RingCentral Service

AppNeta Admin

• Provide installation guidance for software sequencer and hardware appliance
• Configure paths and alert profiles to monitor network traffic both inbound and outbound
• Provide reports with findings and recommendations for the customer’s network
• Manage licenses to provide capacity for future growth of network services offer

• Promotion from Geek Squad Home Theater Agent
• Promotion to server-rated agent for business services
• Project Management – discover, plan, deploy, and assess server install projects, including network modifications
• New pc/workstation deployment in home and small business environments
• Home and business network deployment
• Remote verification and setup on network security, including routers, SonicWalls and most software firewalls
• Physical setup, software/AV installation, data transfer, email setup, network connection, file/printer sharing
• PC diagnostics and repairs
• Setup and activate new modem service to specific ISP
• Connect new and existing devices to wireless network
• Automated backup and NAS drive setup
• Trained clients on topic specific use of their computer and/or software