Ben Petroff Email & Phone Number

Montreal, Qc, Ca

Montreal, Canada Area

Building a world class team focused on delivering quality IP telephony and networking solutions.

Montreal, Quebec, Canada

- Developped & Implemented new features in a cloud telephony environment- Supported complex voice over IP issues in a cloud Environment- Performed migration of cloud telephony to a more recent version of Linux- Managed database & migration for telephone provisioning- Performed detailed analysis and reporting on provider SIP trunk data

Montreal, Canada Area

- Integrated three managed service divisions: Software, UC and Network into one team- Managed a team of 11 employees which supports software, UC and network customers- Attained all company scorecard measures within 9 months of taking the position: NPS, Backlog Reduction, Ticket Age Reduction, Response time, Ticket Update Interval and Ticket Resolution under 2 days SLA- Performed hiring, onboarding and dismissal, off boarding of employees- Gamified company scorecard in order to engage the team- Implemented employee review form and process, cross-trained other teams- Identified new opportunities for the business and provided estimates for sales opportunities.- Defined requirements and productized a monitoring solution that was built in-house for our managed service offering

Montreal, Canada Area

- Managed a team of 6 employees which supports UC Customers - Developed and implemented new support processes to improve reporting and productivity- Developed reporting for internal and customer facing reports and ran client meetings: monthly and quarterly- Developed management KPI to measure departmental performance- Developed and maintained systems for information storage including sensitive customer data- On boarded new customers for UC managed services- Coached team members to improve soft skills - Provided training and assistance on technical problems with high complexity requiring traces from various Cisco Systems- Upgraded VOIP systems and installed new sites for existing UC solutions including call manager, unity, voice gateways and SRST

Montreal

- Identified issues and managed the upgrade of Unified Communications servers for several customer environments.- Managed unified communications projects including the addition of new features, new sites, dial plan, gateway design and system upgrades- Provided resolution on complex issues including call drops, call quality, toll fraud and relating to a wide range of versions of Cisco Call Manager, Unity, Presence, Emergency Responder, Expressway, voice gateways, Attendant Console, Call Manager Express, Unity Express, Contact Center Express.- Provided support for the integration of 3rd party solutions including Andtek, Imagicle, Lync, Asterisk, Nuance, Speech view and Exchange UM.- Wrote blog articles on technical issues for the company website.- Provided assistance and training to junior support technicians.- Fixed incidents and fulfilled technical requests as part of the UC support group

- Coordinated the migration from traditional PBX’s to Cisco’s VOIP solution for both manufacturing and office environments, this included network upgrades/expansion, phone installation and configuration, end user training, shutdown and removal of old systems- Installed networking/VOIP equipment/systems at various locations including paper mills, sawmills, chemical plants, and offices- Performed the upgrade and integration of mill production networks with PC business networks- Designed and Implemented various networking solutions such as switch port security, access lists, Phybridge, etc- Provided support in resolving issues with network connectivity and power over Ethernet- Coordinated the migration and testing of analog devices, external ringers, faxes, paging, PRI’s, etc. to VOIP- Performed wireless surveys and installations in both mill and office environments- Vacation coverage for various IT staff, basic PC and server support