Thomas Glassen
Dallas,TX
Summary
Dynamic Senior Project Voice Solution Architect at Xcel Energy with extensive expertise in Avaya solutions and hybrid cloud design, and Copilot Agent builds. Proven track record in optimizing voice infrastructure and leading cross-functional teams. Skilled in telephony routing and advanced troubleshooting, delivering impactful results through strategic project management and customer collaboration.
Overview
31
31
years of professional experience
Work History
Senior Project Voice Solution Architect
Xcel Energy
01.2024 - Current
- Copilot Agent Build
- Power Automate Flows
- VSCode programming with GitHub and Python
- Solution design for voice architecture design.
- Flatten and Consolidate current voice Avaya solution.
- Collaborated with cross-functional teams to develop strategic roadmaps for voice technology integration and migration projects, aligning with organizational goals.
- Conducted thorough assessments of current voice infrastructure to identify optimization opportunities and recommend best practices for enhancing performance.
Avaya Telephony Enterprise Solution Architect
Avaya
01.2007 - 01.2024
- Design and create migration and change workbooks for implementation
- Lead technical resources during project migrations
- Presales and SoW technical review and audit
- Project Customer facing lead management
- Over 10 years of experience in designing, deploying, and supporting Avaya telephony solutions for enterprise customers
- In depth knowledge of Avaya architecture and telephony products, such as Communication Manager, SIP, VoIP, Session Manager, and Contact Center
- Experienced in planning and implementing large scale Avaya projects from start to finish, including design, implementation, testing, and system migration
- Experienced Avaya Telephony Enterprise Solution Architect with 8 years of experience in designing, developing, and implementing Avaya Telephony Enterprise Solutions.
- Developed and implemented the Avaya Telephony Enterprise Solutions for a number of highprofile clients, including large financial institutions, government organizations, and Fortune 500 companies.
- Experienced in designing and configuring Avaya Telephony solutions to meet customer requirements, including network architecture, high availability, scalability, and integration with existing systems.
- Responsible for providing technical support and troubleshooting for Avaya Telephony Enterprise Solutions, as well as managing the installation and maintenance processes.
- Proficient in Avaya Telephony products, including Avaya Call Manager, Avaya Voice Portal, and Avaya IP Office.
- Experienced in project management and able to successfully lead teams of engineers to ensure timely completion of projects.
VoIP Solution Deployment Planning
Nortel
11.2000 - 01.2007
- Provide technical project management and consulting for converged VoIP
- Solutions. Specialize in Cisco and Nortel QoS VoIP optimization for both
- Telephony and data networking.
- Developed and implemented VoIP solution deployment plans for enterprise level customers
- Coordinated with customers, vendors, and team members to ensure seamless deployment of VoIP solutions
- Configured and tested VoIP networks, routers, switches, and other hardware components
- Ensured VoIP solutions met customer requirements and industry standards
Network Architect
Sabre Holdings
01.1996 - 04.1999
- Worked as a Solution integration consultant helping customers to integrate with the Sabre Travel Reservation system.
- 8 years of experience as a Network Architect, developing and implementing comprehensive network solutions
- Proficient in designing, configuring, maintaining, and troubleshooting LAN, WAN, and wireless networks.
- Experienced in firewall configurations, VPN, VoIP, and other network security protocols.
- Ability to manage and monitor network performance and analyze network traffic trends.
Education
AAS - Electronics Engineering
Eastfield College
Mesquite TX05.1987
Skills
- Copilot Studio Agents
- Power Automate
- GitHub Copilot - Python
- VS Code
- Hybrid Cloud
- Cloud Computing - Microsoft Azure
- Web REST API Integrations
- SBC Configurations
- Telephony Routing Global Design
- Secure SIP and SRTP
- Telephony Advanced Troubleshooting
- Avaya Contact Center Routing and Design
- Global Voice Dial Plan design and migrations
- Hybrid Cloud design and migrations
- SIP Carrier integrations
- Project Plan Design
Timeline
Senior Project Voice Solution Architect
Xcel Energy
01.2024 - Current
Avaya Telephony Enterprise Solution Architect
Avaya
01.2007 - 01.2024
VoIP Solution Deployment Planning
Nortel
11.2000 - 01.2007
Network Architect
Sabre Holdings
01.1996 - 04.1999
AAS - Electronics Engineering
Eastfield College