Team included 30 members pulled from four regional helpdesk/desktop support team supporting 4000+ employees at over 50 worldwide offices. The IT Client services encompasses IT Helpdesk, desktop, telecom, and endpoint teams responsible for end user Mac/PC computers, VDI, GCP, AWS, Google Workspace, Slack, Zoom, email, messaging, mobile phones, PBX, Call Center, application deployment and support (Adobe, Microsoft, etc.), audio/video/web conferencing and IT billing. • Adapted to Covid-19 pandemic and our now remote workforce by moving the IT Client Services to remote support. Worked with vendors to adjust logistics of obtaining and deploying of end user compute equipment. During Covid the team successfully integrated over 800 new users from company merger and acquisition (M&A). Project manager and technical expert on office phone project as part of our modernization of the workplace initiative. Moved global offices from on premise PBX phone systems to hosted phone service from Zoom. Deployed SBC with SIP trunks as well as direct service from Zoom. This provides a richer and more mobile telephone experience from computer, mobile, other apps, and conference rooms.• With CEO sponsorship, co-led a cross departmental project selecting and deploying a modern messaging and collaboration platform, Slack, to the business. The project resulted in a new level of engagement with end users and how we train and onboard them on new technology.• Converted legacy video conference rooms to Zoom rooms and audio video systems. Including huddle, standard conference, and complex multipurpose and training rooms. Replaced over 100 LifeSize VC systems with Zoom Room systems. Created standard rooms in order to provide a low cost and highly reliable AV room system. Resulting in higher user adoption and reduced AV integration and support costs by over 50%.• Restructured and led a new global IT Client Services team to ensure SLA’s and KPI’s are met adhering to ITIL standards.

Responsibilities included company office phone systems, phone and network circuits, mobile phones, and unified communications (audio/web/video conferencing). Manage direct staff members and global telecom related vendors. Investigated, tested, and deployed many technologies to optimize the busi-ness.• Proposed and implemented new conferencing project moving from multiple vendors and ser-vices to one standard. Recognized the potential of Zoom conferencing and became an early adopter. By moving most users to one platform we increased the usage of video services over 50% while reducing the costs by $650K annually.• Consolidated voice and network services to selected vendors with annual savings of $600K.• Modernized corporate telephony by replacing the global phone systems from AVAYA to CISCO CUCM. This provided remote phones (softphones), better networking between systems, more reliability and 45% annual cost savings.• Moved Contact Center from AVAYA on premise to Five9 hosted solution. This enabled support agents from around the globe to join the Global support queue.

Led the telecommunications team and established standards for global telecom services. Collaborated with other international IT teams to deploy and support telecom services.• Managed AVAYA Contact Center including IVR and CTI.• Added LifeSize cloud for multiparty international and remote calls.• Moved corporation web audio conferencing from Adobe Connect to InterCall and WebEx.• Implemented optimization of telecommunications circuits resulting in a 35% cost reduction.• Managed the deployment of 80 LifeSize video conference systems to global offices.• Rolled out global video conference room systems after running vendor competition.• By CEO request, moved organization from WebEx conferencing to Adobe Connect.• Transitioned company mobile phones from Blackberry to Smartphones (iOS, Android).• Upgraded AVAYA G3R PBX and Modular Messaging voicemail to support higher capacity.• Deployed Blackberry Enterprise Server and Blackberry mobile phone devices across the org.

Provided support for all Audio/Video communication systems. Administered company wireless services (pagers, cell phones). Provided support for moves, additions and changes (MAC’s) for Avaya Definity G3R PBX and Audix Voicemail. Maintained call accounting system (Sierra Gold), and E911 system (Telident). Managed all aspects of MeetingPlace audio conference bridge server and peripherals. Managed all aspects of global audio/video conferencing network bridges and systems (AVAYA MCU, Meetingplace, Polycom and PictureTel). Managed Global Calling Cards (Sprint and AT&T). Provided training to IT Helpdesk and user groups on all telecom systems. Lead project that rereleased audio and video conferencing services to the enterprise, which resulted in a usage increase of audio by 200% and video by 400%.

Provided support and administration of corporate PBX, Voicemail, audio/video/data conferencing, telecom financial analysis, circuit ordering, wireless, voice systems and telecom projects. Administration and support of Northern Telecom Option 11-81c PBX and Octel 250/350 voice mail systems and WinCall Call Accounting system. Managed all aspects of global audio/video conferencing network bridges and systems (Meetingplace, Polycom and PictureTel). Administered North American calling card and mobile phone services. Managed vendors including contract negotiation and problem resolutions. Trained IT Help Desk to provide level one support for all telecom voice systems. Launched first Global Corporate All Hands Meeting via in-house Video/Audio Conference equipment, which led to expanded use of video/audio for all types of company meetings.