RENEE G. DOERSCH

• Lead with authenticity, inclusion, and integrity—building high-performing teams, and creating spaces where innovation and collaboration thrive. Mentor, grow, and elevate talent while driving enterprise-wide transformation in UC and collaboration.
• Own strategy and operations for Microsoft 365 (Teams, IM, SharePoint, OneDrive, Email, Power BI/Automate), RingCentral UC, NICE CXone, Teams/Webex Rooms, Mimecast, and wireless, serving over 3,000 global users and over 700K calls annually
• Champion executive collaboration and stakeholder management, aligning roadmaps with business goals and driving trust, adoption, and transparency.
• Spearheaded the 2025 Omnichannel Innovation Roadmap, introducing Interaction Analytics, AI coaching, and Digital First strategies to improve CX, and agent effectiveness.
• Delivered contact center transformation: conversational IVR with CRM screen pop reduced call volume by over 20%, while gamification and RingSense drove insights and engagement.
• Migrated Avaya UC to RingCentral, enabling $40K in savings, and positioning for cloud agility.
• Directed a Microsoft license audit and modeled four strategic renewal paths, balancing cost, compliance, and scalability.
• Built teams and SharePoint governance frameworks to enforce lifecycle, security, and compliance standards across collaboration environments.
• Consolidated legacy SharePoint and M:Drive structures, modernizing content and workflows, and enabling scalable document management.
• Delivered CX feedback automation via SharePoint dashboards, surfacing service gaps, and improving accountability across functions.
• Achieved over $420K in SaaS/telecom savings, including $178K in service credits and $297K in added value; avoided over $185K in future costs via workflow and license optimization.
• Applied ITIL-aligned governance and change control to reduce UC risk, manage upgrades, and ensure continuity of service delivery.
• Sustained 98%+ SLA adherence through proactive incident response, outage management, and operational oversight.

Sep 2005 – May 2022 (17 years total)
Progressively promoted through four roles, often retaining oversight of prior responsibilities to ensure continuity, efficiency, and subject matter depth.

Jan 2015 – May 2022
Also retained leadership of Network Operations through 2016

• Directed post-merger integration of 5 Avaya/WFO platforms into unified UCaaS/CCaaS ecosystem across 200+ locations, saving $1M+ and enhancing workforce productivity.
• Oversaw $10M+ in operational and telecom budgets; managed Cisco enterprise networking, Verizon SIP circuits, vendor SLAs, and contract governance.
• Led VoIP/SIP standardization across global infrastructure, optimizing SBC configurations, disaster recovery protocols, and high-availability failover systems.
• Championed Microsoft 365 and Teams adoption, enforced enterprise-wide collaboration policies, and oversaw secure Active Directory governance and Mimecast rollout (17+ DLP/security rules).
• Delivered 96%+ SLA adherence through ITIL-aligned incident response and stakeholder communications, including executive leadership briefings.
• Reduced telecom expenses by 5%+ annually via carrier audits, Verizon contract optimization, and traffic shaping.
• Directed CCaaS enhancements integrating NICE and Verint platforms for contact center analytics, QM, and voice-of-customer insights.
• Managed 65+ AV/VC-enabled rooms (Polycom, Cisco, Crestron), driving hybrid workforce enablement and tech modernization.
• Spearheaded cross-functional team development, fostering talent growth, continuous improvement, and innovation culture.

Jul 2013 – Jan 2015
Continued overseeing telephony and video operations post-promotion

• Led Cisco networking/security infrastructure across 100+ enterprise locations, supporting SaaS readiness and MPLS core (AT&T/Verizon).
• Delivered $350K/year in savings via WAAS deployments, bandwidth upgrades, and Nexus hardware refresh.
• Oversaw day-to-day network/telephony ops, maintaining enterprise uptime and performance SLAs.
• Collaborated with cybersecurity and compliance teams to maintain secure, scalable network environments.

Jan 2010 – Jul 2013
Retained ownership of architecture/design duties from previous role

• Deployed 300-seat hosted Avaya UCaaS solution; migrated legacy PRI gateways to SIP trunking for 23% annual cost reduction.
• Managed 65 audiovisual environments, including 21 integrated video conferencing rooms (Crestron, VoIP, Cisco).
• Generated $30K+ in recurring revenue via conferencing solutions; streamlined collaboration across business units.

Sep 2005 – Jan 2010

• Designed and rolled out enterprise SIP trunking across distributed retail network, cutting $240K in annual carrier spend.
• Architected video conferencing ecosystem using Cisco and Polycom; established scalable voice/data connectivity.
• Managed telecom operations and vendor escalations, supporting enterprise service delivery and digital transformation goals.
• Engaged external providers on infrastructure design, integration, and lifecycle support.

• Built a strong technical foundation in voice and data infrastructure by leading the full lifecycle design, configuration, and support of Siemens telephony platforms and enterprise communication systems.
• Designed, programmed, installed, and maintained Siemens voice systems across diverse customer environments, providing technical leadership from pre-sales through post-implementation support.
• Managed complex multi-site deployments, including requirements gathering, configuration, cabling, implementation, and post-installation user support.
• Partnered with business stakeholders and sales teams to develop customized telecom solutions, and lead RFP responses, demos, and training programs.
• Provided Tier 2 service support and led small technical teams to resolve escalated issues, manage MACD orders, track inventory, and maintain service quality.
• Delivered hands-on end-user and admin training while maintaining all technical documentation and procedural standards.