Brian Baron Email & Phone Number

Cape Town, Western Cape, South Africa

My remit includes planning, designing, configuring, implementing and managing the global voice infrastructure.Advising on the UC&C strategy and service/product road-map.Management and Support of Freshdesk, Freshchat & Freshservice ITSM tool.Ensuring that connectivity solutions are cost efficient for the business.Advising business leaders on best practice customer service journeys to implement client self-service as well as improve the overall experience for the consumer.Ensuring the UC&C solution proactively evolves for the voice technologies in use i.e. Teams, Amazon Connect, Poly VC solutions, AV technologiesTranslate internal and external customer needs to publish and drive standardization to ensure designs are fit for purpose.Designing solutions that follow the ethos of Centrally managed - locally empowered to lead the future of solution via Tools, integrations, API and design.Responsible for our financial services clients annual ISO 27001 & PCI-DSS compliance.Implementing solution monitoring and alerting utilizing a combination of Paesler PRTG, Prognosis and Pager Duty.Problem & incident management resulting in Corrective Action Plans (CAP) and Root Cause Analysis reporting (RCA).Implementing change control and annual disaster recovery processes.Third party vendor management and regular service review updates with a view on capturing issues, improving service and requesting feature releases.Regular production of technical documentation, training and standard operating procedure manuals (SOP). Primary Skills obtained: MS Teams, Amazon Connect, DynamoDB, Lambda, Identity Access Management, EC2 Instances, S3, Cloudwatch, Pinpoint SMS, SNS, CloudFormation, Cloud Trail, API Gateway, Amazon Translate and AWS Lex.Strong familiarity of physical telephony communication infrastructure including: Primary Rate ISDN, SIP trunks and Analogue lines as well as the associated voice protocols (SIP, SRTP, UDP, H323, RTCP, SDP).

Cape Town, Western Cape, South Africa

My remit includes planning, designing, configuring, implementing and managing the global Contact Centre voice infrastructure.Advising on the Unified Communications strategy and service/product roadmap.Management and Support of Freshdesk and Freshchat.Responsible for our financial services clients annual ISO 27001 & PCI-DSS compliance.Advising business leaders on best practice customer service journeys to implement client self-service as well as improve the overall experience for the consumer.Implementing solution monitoring and alerting utilizing a combination of Paesler PRTG, Prognosis and Pager Duty.Problem & incident management resulting in Corrective Action Plans (CAP) and Root Cause Analysis reporting (RCA).Implementing change control and annual disaster recovery processes.Third party vendor management and regular service review updates with a view on capturing issues, improving service and requesting feature releases.Regular production of technical documentation, training and standard operating procedure manuals (SOP). Primary AWS Skills obtained: Amazon Connect, DynamoDB, Lambda, Identity Access Management, EC2 Instances, S3, Cloudwatch, Pinpoint SMS, SNS, CloudFormation, Cloud Trail, API Gateway, Amazon Translate and AWS Lex.Strong familiarity of physical telephony communication infrastructure including: Primary Rate ISDN, SIP trunks and Analogue lines as well as the associated voice protocols (SIP, SRTP, UDP, H323, RTCP, SDP). Major Achievement:Led the migration of our legacy Avaya on-prem hardware solution to a Cloud based AWS Connect solution.Reduced and simplified the underlying multiple voice carrier footprint.Maintained legacy business/client feature-sets such as call recording, wallboards, voicemail, monitoring and secure-payment processing within the new AWS Cloud infrastructure.Introduced new feaures such as CRM integration(Freshdesk & Freshchat) and Payshield integration for secure client payments.

Cape Town, Western Cape, South Africa

Led a team of 6 highly skilled voice engineers.Assisted with the day to day running of the Unified Communications service desk.Pre-Sales site visits conducted to understand the client requirements AND to assist with the solution design for the Sales proposal.Design, build and implement new voice solutions (Onsite & Cloud) for 3CX and NEC systems.Migration of traditional telephony to Enterprise Voice systems.Extensive experience in SIP, VoIP, IP Handsets and Voice gateways.Knowledgeable in Analogue, ISDN, Satellite and Fibre connectivity.Mikrotik Certified - Configuration, troubleshooting and router support.Implementing solution monitoring and alerting, based on clients requirements.Responsible for the successful delivery of Unified Communications within a Service Management framework and in line with the agreed standards and Service Levels.Third party vendor management and regular service review updates with a view on capturing issues, improving service and requesting feature releases.Responsible for managing the resolution of major incidents and any escalated issues from L2 and supporting Unified Communications services.Writing of technical documentation including high/low-level designs and operational manuals.

Cape Town, Western Cape, South Africa

Provide ongoing support for the Contact Centre infrastructure and operations.Develop and deliver recommendations for improving the current voice architecture and technology solutions that best meets the business requirements.Design, develop, test, and support implementation of approved changes to the Contact Centre architecture and technology.Update and create SOPs and training content for any new changes, upgrades, patching, and implementation.Compile a root cause analysis document for each Severity 1 incident, resolved in accordance with SLAs.Mentor and lead junior engineers by ensuring projects and milestones are on track, following policies, ensuring best practices, and expanding UCC knowledge.

Cape Town, Western Cape, South Africa

Onsite installations, configuration and support of PABX systems.Additional installation and support of Call Management systems and Least Cost Routing solutions

Cape Town, Western Cape, South Africa

Responsible for daily PABX related support tickets logged by clients, resolved onsite or remotely.

Cape Town, Western Cape, South Africa

Installation and reticulation of PABX systems.System and ad-hoc user relocation's