Zlatka Cody

• Designed and executed cloud migration strategies for Cisco video endpoints, transitioning systems from on-prem/Edge registration to full cloud registered environment.
• Collaborated with cross-functional teams and led enterprise-scale migration from on-prem to Webex DI, and Webex MT, while ensuring seamless transition with minimal downtime.
• Led SA Meetings migrations to Webex Meetings, Jabber to Webex App Migrations, Control Hub adoption and integrations
• Provided advanced technical support and escalation management with the various BU for large-scale enterprise customers, troubleshooting complex voice, video and collaboration issues across hybrid and cloud platforms
• Led BCS/LCS engagements and collaborated with project managers, solution architects, and customer stakeholders to align product roadmaps with business objectives, mitigate risk, and drive user adoption of Cisco Webex solutions. Developed 90-day planning strategies and customer journey maps to ensure successful outcomes.
• Created a team developing an AI-powered tool to generate Method of Procedure (MOP) documents for UC upgrades across collaboration applications.

• Supporting the largest single collaboration Cisco video endpoints customers with their very unique highly secure collaboration environment, multiple conferencing platform and home-grown applications.
• Strategic and tactical planning for our partnership and Customer's production requirements.
• Designing new builds and office retrofits for a safe return to work.
• Introducing our new products and finding the optimum fit to solve Customer's specific business needs.
• Focused on the essential elements of a hybrid work environment that reinforce safety and increase user adoption.
• Collaborating with various BU for new feature requests and product improvements.
• Providing and testing APIs for Control Hub, Video Endpoints, and Apps.
• Directly responsible for the Webex Meetings App on Meta's Portal devices. Testing and working with the developers to deliver a user-friendly, modern, and intuitive application.

• Identified technology gaps by assessing Health Care, Federal, SLED, and Public Sector accounts then devising and implementing a winning strategy using Cisco Unified Communications and Collaboration Architecture, Cisco Contact Center, Cisco Video Conferencing, WebEx Calling, WebEx Meeting, and WebEx Teams.
• Articulated Subject Matter Expert opinion to customers on the choices between Cisco Collaboration on Premise or Cloud to assist them with selecting the optimum solution.
• Expanded business relationships with existing accounts and developed strategies to identify new sales and revenue opportunities.
• Collaborated with customers and interdepartmental peers to gather client's business and technical requirements to transform them into unique technology solutions.
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems, or responding to questions.
• Delivered expert responses to RFPs, and authored presentations, Statements of Work, project hour estimations, and Bills of Materials.
• Explained technical information in clear terms to non-technical individuals to promote a greater understanding of the product's capabilities and technical solutions.
• Delegated tasks to Support Team members using cloud-based tools to help solve complex technical and business issues.
• Implemented cross-training within several operations departments to ensure responsibilities were covered when our department teammates were absent.
• Supported project management from kick-off through project delivery with interpretations of the SOW, technical scope, and customer satisfaction expectations.
• Contributed to sales engineering's effectiveness by identifying and correcting gaps and inefficiencies with internal processes such as SOW templates and pricing tools.
• Reviewed and analyzed Customer's Cisco Maintenance Agreements and advised the most effective renewal option, including software-as-a service (SaaS) offerings.
• Attended trade shows and seminars to promote Cisco Collaboration products and learn about industry developments.

• Designed and implemented VoIP, Core Network and Wireless solutions on time and within budget while delivering high quality services.
• Installed and configured hardware and software components from partners such as VMware and Cisco.
• Recommended UC and WAN/LAN technology upgrades and complementary products that could improve customer's end user productivity, processes and collaboration.
• Implemented Cisco Enterprise Voice infrastructure consisting of Cisco Communication Manager, Cisco Unity Connection, Instant Messaging (Jabber), UCCX, Call Recording, Configured Voice Gateways, Analog devices and 3rd party integrations.
• Deployed Cisco Video Collaboration consisting of Expressway Core & Edge, Telepresence Management Suite (TMS), bridging infrastructure and video endpoints.
• Developed and maintained Unified Communication documentation such as, implementation plan, cut-over test plan, video and voice risk assessment, and User Acceptance Test (UAT) documentation.
• Provided technical troubleshooting and problem solving for small and large (up to 20,000 endpoints) clients with installed Cisco IP Telephony, H.323, MGCP, and SIP Integration.
• Troubleshot VoIP issues using debug, traces, Real-Time Monitoring Tool (RTMT), and Dialed Number Analyzer (DNA).
• Collaborated with Customer's Project Managers and end users to understanding their needs and ideas then converted these into technical requirements and devised an appropriate infrastructure solution by choosing from Communication Manager, Contact Center, VoIP, and video conferencing.
• Maintained historical records by documenting client's system changes and revisions.
• Delivered in-depth user training for Cisco Unified Communication product lines, imparting knowledge of best practices for protecting data and minimizing errors.
• Assisted Pre-Sales team with customer presentations.
• Developed flowcharts and diagrams using Visio to describe and document the logical operational steps such a call flow or voice path.
  

• Implement and support Cisco Unified Communications and IP Telephony solutions for client, based on industry best practices.
• Provide knowledge transfer and detailed design/operational documentation to clients.
• Provide quality assurance documentation review and peer review on projects.
• Develop and maintain relationships with clients and internal teams.
• Strong skills in Core Networking, Wireless and UC / Collaboration and solid route/switch expertise
• Assisting the Company's customer base (i.e. Educations and Public Sector) with addressing or resolving voice and network questions and issues through troubleshooting.
• Updated and created drawings using Visio and AutoCad with controlled file versions.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Participate in on-call rotation and serve as an escalation point in troubleshooting network related and end users issues to ensure 24x7 operation
• Helped streamline repair processes and update procedures for support action consistency.
• Collaborated with vendors to locate replacement components and resolve advanced problems.

• Removed and replaced malfunctioning PC components to correct hardware problems.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Configured hardware devices and software to set up work stations for employees.
• Engaged end users and answered questions via email, phone and personal visits.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Built sets of wireless kits to enable mobile communication for the blood collecting buses.
• Configured routers, switches and wireless devices based on predefined requirements.

• Interpreted management directives to define and document administrative staff processes.
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
• Provided administrative support, including processing purchase orders, service contracts and financial reports.
• Managed daily payment processing in PeachTree Software and drafted daily financial documents.
• Oversaw office inventory activities, including ordering and requisitions, stocking and shipment and receiving.
• Decreased Company's costs by researching pricing, ordering and maintaining office equipment.
• Supported and maintained the Company's computer network.
• Removed malware, ransomware and other threats from laptops and desktop systems.