Sandrina Mosley

• Provided expert guidance on best practices for voice network design, implementation, and maintenance during project planning stages.
• Ensured optimal security measures were implemented across all aspects of the voice infrastructure to protect sensitive data from unauthorized access or tampering.
• Performed periodic audits of voice network components and configurations to verify compliance with established policies, procedures, and regulatory requirements.
• Maintained detailed documentation of voice network architecture, configuration changes, and incident resolutions to facilitate knowledge sharing among team members.
• Mentored junior team members by sharing technical expertise, providing constructive feedback, and fostering a collaborative work environment.
• Oversaw daily operations of the voice network environment to guarantee high availability and exceptional performance levels for all users within the organization.
• Enhanced system scalability by designing and deploying robust voice network solutions.
• Implemented effective troubleshooting techniques to resolve complex technical problems quickly and efficiently.
• Provided technical support to Tier 2 and 3 agents for voice connectivity support

• Reduced downtime for clients by proactively addressing potential issues in the voice 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.
• Provided expert guidance on best practices for voice network design, implementation, and maintenance during project planning stages.
• Ensured optimal security measures were implemented across all aspects of the voice infrastructure to protect sensitive data from unauthorized access or tampering.
• Enhanced system scalability by designing and deploying robust voice network solutions.
• Conducted comprehensive testing of new Unified Communications technologies prior to deployment, ensuring smooth implementation and minimal disruption to users.
• Developed customized training materials for end-users to promote effective utilization of Unified Communications features and functionalities.
• Collaborated with cross-functional teams to ensure seamless integration of voice services into existing IT infrastructure.
• Improved inter and external customer experience by implementing a cloud based reporting tool for Unified Communications

• Facilitated smooth transitions during system migrations by performing thorough testing procedures before deployment.
• Evaluated emerging technologies to provide recommendations on potential applications within the organization''s voice infrastructure.
• Managed vendor relationships, negotiating contracts, pricing, and service level agreements for telecommunications services.
• Enhanced call quality by optimizing voice network configurations and implementing troubleshooting techniques.
• Assessed organizational needs to recommend appropriate hardware, software, and network components for optimal voice communications infrastructure.
• Established clear documentation standards for all aspects of voice engineering projects, promoting consistency across teams and improving knowledge transfer among colleagues.
• Collaborated with cross-functional teams to design, implement, and support voice infrastructure upgrades.
• Increased overall user satisfaction with conference call capabilities through careful selection of equipment optimized for audio clarity.
• Decreased response times to service requests by developing a centralized ticketing system for tracking issues and resolutions.
• Boosted customer satisfaction by providing prompt technical support for voice-related issues on various platforms.
• Followed standards and procedures to maintain safe work environment.
• Assessed facilities to determine capacity and needs for telecommunications systems.
• Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
• Developed cost estimates for system and component implementation and operation.
• Communicated effectively with vendors to determine pricing and technical specifications for available hardware, software and services.

· Worked within the Unified Communications team with a primary focus on supporting the Judiciary's Unified Communications services

· Configuration of Cisco VoIP phones and troubleshooting

· Documented strategies for colleagues to refer to when installing phones, troubleshooting PBX, as well as mobile devices

· Provided guidance to new hires for the Cisco Call Manager configuration of business users, agents, and contact center related items via training and created processes

· Responsible for applications system analysis and application implantations

· Implemented Office 365/MS Team Voice Solution which included Creation of Auto Attendant, Queues, Groups, and call routing.

· Creation of MS Teams “How to” documentation for End Users to reference

· Manages contracts and service level agreements

· Prepares reports for Senior Management to identify application state and ensure operability within the applications.

· Delivers supervision to Unified Communication staff while mentoring and establishing growth potential.

· Management of the design and implementation of VoIP telephones as well as Polycom install at all Administrative Court locations

· Actively leads the design, planning and coordination of the staging, installation and connectivity of the unified communications systems to ensure stable, redundant and secure unified communications operations.

· Administer tickets from the Service now system and assign requests to UC Engineers accordingly/

· Maintain and update policies and procedures for the Unified Communications Team.

· Liable for ensuring UC Engineers meet all project requirements

· Responsible for training Customer Support Engineers on IT related duties to ensure effective outcome.

· Manage vendors and work with vendors to develop new applications

· Respond to Customer Inquiries and complaints from the courts and AOC staff and determine root cause to ensure proper outcome.

· Participate and Lead special projects and work with AOC and Court Staff to accomplish outlined objectives.

· Provide reports to Senior Management which includes complaints and disputes. Identify ways to resolve customer issues.

· Manage the company’s IT – Telecommunications mailbox.

· Manage and oversee a Team of Vendors and Unified Communication Engineers

· Provides system guidance for Video Conferencing Equipment, Telephones, and Unified Communications VoIP project.

· Schedules and oversees the activities of the Unified Communications support team to resolve relevant issues.

· Job duties and responsibilities include testing, deployment, performance monitoring, troubleshooting and documentation of a statewide unified communications network as well as traditional telephony and recording, utilizing industry best practices for security, disaster recovery and business continuity, change control and client support.

· Work remotely while establishing SLA’s and overseeing Unified Communication Engineers and Vendors

· Participate in RFP process which resulted in contractual award to the Vendor

· Analyze invoices from Vendors and Receipt and process payment accordingly

· Project Management of Video Conferencing installation in all courtrooms

· Project Management of Cisco VoIP implementation.

· Support applications such as Polycom Real Presence Service now, and Cisco Unified Communications manager.

· Design, configuration, maintenance, connectivity and operation of all virtual, physical, cloud-based systems and applications, end-points and peripherals.

· Knowledge and understanding of end-to-end unified communication infrastructure provisioning and management.

· Knowledge of routing/switching and QoS techniques and their impact on application performance.

· Knowledge of traditional voice call routing principles and techniques including dial plans.

· Ability to demonstrate Enterprise background with video systems, video platforms and services.

· Ability to demonstrate Enterprise experience with communication gateways, call processing, voice mail, conferencing, collaboration applications and systems.

· Ability to work closely with other internal groups in supporting users.

· Ability to demonstrate skill in organizing resources and establishing priorities and understanding of project methodology.

· Provides support, troubleshooting and maintenance for existing and newly implemented systems.

· Monitors and troubleshoots unified communication services (VOIP, IM, Video Conferencing). Configures and deploys Unified Communications infrastructure.

· Plan, Design, and implement local and remote CISCO voice communications hardware, software, and procedures

· Oversee and maintain voice network configurations.

• Evaluated new technology and bring opportunities forward that would improve the future Telecom architecture, performance, and services

• Worked with Mariner Finance Vendors while building positive relationships; worked closely with vendors to make purchasing decisions and meet Mariner Finance’s technology needs. (CMG, Mitel, Windstream, Verizon, all legacy systems.

• Managed and evaluated staff and incorporated methodologies to improve staff performance

• Provided expert guidance on best practices for voice network design, implementation, and maintenance during project planning stages.
• Performed periodic audits of voice network components and configurations to verify compliance with established policies, procedures, and regulatory requirements.
• Maintained detailed documentation of voice network architecture, configuration changes, and incident resolutions to facilitate knowledge sharing among team members.
• Streamlined communication processes by configuring and managing IP telephony devices, including phones, gateways, and servers.
• Oversaw daily operations of the voice network environment to guarantee high availability and exceptional performance levels for all users within the organization.
• Enhanced system scalability by designing and deploying robust voice network solutions.
• Managed numerous concurrent projects involving multiple stakeholders while consistently meeting deadlines and delivering high-quality results.
• Reduced downtime for clients by proactively addressing potential issues in the voice infrastructure.
• Conducted comprehensive testing of new Unified Communications technologies prior to deployment, ensuring smooth implementation and minimal disruption to users.
• Developed customized training materials for end-users to promote effective utilization of Unified Communications features and functionalities.
• Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
• Evaluated emerging technologies to provide recommendations on potential applications within the organization''s voice infrastructure.
• Enhanced call quality by optimizing voice network configurations and implementing troubleshooting techniques.

• Team Leader for the VoIP project which included a VoIP systems upgrade from Version 7 to Version 9 and consisted of providing required system design augmentation

• Team Leader for VoIP deployment initiative to upgrade the districts telecom infrastructure for an enterprise level by transitioning our city schools to VoIP services

• Worked with and managed Vendors during the VoIP implantation as City Schools

• Created strategy documentation for VoIP deployment which included, design, deployment plan, benefit, deployment schedule, and Cost savings

• Administered Upgrade of central office and 11 additional district locations’ Voice over IP (VOIP) system to accommodate the shift from analog Centrex based phones to VOIP handsets which include configuring phones via Communications Manager while occasionally utilizing Bulk Administration tool

• Configure, and troubleshoot VoIP phones via Communications Manager and assign voicemail via Unity upon request

• Produce Processes and procedures for effective support and to ensure optimal system provision

• Configure, Manage, and support 60 plus scripts and queues for City Schools Connect call center

• Design and develop Call Center scripts via Cisco Unified CCX Editor

• Modify existing scripts, prompts queues, applications, and triggers upon request of call center supervisor

• Create Call Center queues, applications, triggers, skills, prompts, and teams via UCCX

• Created and tested a strategy to allow call center agents to work remotely from home

• Install VoIP phones and troubleshoot connectivity related issues

• Track all VoIP network components including phones and gateways through Cisco Unified Communications Manager

• Manage voicemail via Cisco Unity Connection, including creating, deleting, and modifying voicemail upon request. 

• Create, maintain, and update technical documentation/standards for Network Team and outside vendors, includingtechnical specs for 21 Century schools.

• Configure/modify call center agent’s information in Active Directory and perform LDAP Syncs within Communications Manager

• Develop, maintain, and update technical troubleshooting documentation using screen shots to illustrate process and procedures for trouble ticket requests.

• Upgrade, install, troubleshoot, and configure network hardware and software, including Cisco and Extreme routers and switches

• Evaluates installation patches and resolves software related problems for Cisco Call Manager, Unity Connections and Contact Center Express.

• Implements and executes system design augmentations.

• Maintains data files and monitors system configuration to ensure system and data integrity.

• Utilizes software and hardware tools, identifies and diagnoses problems and factors affecting network performance.

• Configure Wireless Access Points and apply configuration to wireless ports on the switch

• Monitor Solar Winds to determine internet status of Schools to proactively resolve network issues and inform impacted users.

• Travel to City Schools to restore network and voice connectivity related outages

• Apply secure authentication on switches by configuring TACACS/RADIUS

• Provide network support which includes LAN troubleshooting and resolution

• Assisted with the management and deployment of the VLAN project which consisted of distribution of switches, routers, and the configuration of 802.1x

• Configuration of loop prevention utilizing spanning-tree blocking protocols

• Diagnose network issues involving replacing defective equipment and components or reconfiguration

• Focus on day to day management of the network by utilizing our network’s monitoring system, SolarWinds.

• Enter and update school’s network equipment information in SolarWinds to allow network monitoring

• Maximize network performance by coordinating with management and Network Leads to schedule, perform upgrades and troubleshoot network problems and outages

• Support layer 2 and layer 3 protocols including Virtual LANS (VLANs), IEEE 802.1x and TCP/IP

• Provision, configure, and rename Aruba Wireless Access Points (APs) in controller

• Troubleshoot wireless connectivity problems at schools

• Analyze and fix network-related problems reported by users

• Utilize HEAT tracking system to respond to end user’s request and ensure SLA’s are met

• Work with BCPSS vendors to resolve analogue telecom tickets by scheduling repairs, telephone replacement, relocation of equipment, and adding features to telecom devices

• Create BCPS network and e-mail accounts for new contractor hires via active director

• Provide desktop support to end users including LAN/Wireless network troubleshooting, VPN troubleshooting, printer installation, and software installs, by utilizing remote management software such as Dame ware

• Work with Verizon (vendor) to assure telephone lines are installed in new schools and/or lines have been disconnected in closing schools according to outlined procedures.

• Answer Remedy requests that correlates with day to day functions for Lockheed Martin and CMS Clients and staff

• Participated in Call Manager upgrade from version 8.6 to 10.5 which included utilization of BAT tool (Bulk Administration Tool)

• Configure VoIP telephones for end users including moves, adds, and changes

• Provided support to CMS call center including new hire configuration for Service Desk employee end users which included new account creation as well as added agents to correct queues

• Modified CMS service Desk queues per request of call center manager

• Modified and created scripting features within UCCX for Lockheed Martin/CMS call center

• Administered recording capabilities for CMS team leads to monitor end-users to assure the best customer service experience for clients

• Participating in Web Ex project to ensure functionality was compliant and functioning properly and end users were able to schedule meetings.

• Create and modify Networking Maps for data centers

• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.

· Responsible for new hire recruitment which consisted of interviewing, creation of interview criteria and provide new hire recommendations to upper management

· Created, managed, and conducted quality assurance program for call center staff to assure top quality customer support to City Schools Stakeholders.

· Configured contact Center queues, created scripts, teams, applications via Cisco.

· Created end Users in Cisco Unified Communication Manager

· Provide advanced level support and leadership to Service Desk agents in respect to handling Tier II level issues to end users

· Monitored call center agents’ calls real time, completed quality assurance score card, and provided feedback and conducted coaching strategies for agents

· Supervise and evaluate staff via quality assurance plan which includes monitoring Service Desk agents

· Created staff schedules to ensure coverage and maintain employee payroll

· Created training documentation for new call center staff to refer to when helping end users

· Develop processes/procedures to assist agents during call handling

· Attend executive level meetings for preparation of new application support and disseminate gained information to call center agents.

· Configured VoIP phones, and new user accounts for new call center staff.