Caleb M. Email & Phone Number

Greater San Diego Area

Responsible for overseeing delivery of voice services for municipal client of 10k employees and serve as the primary management point of contact for clients, vendors, and city stakeholders.Technical lead for projects delivering services such as new building infrastructures and technical refresh for aging city equipment across more than 400 sites.Business lead for moving contact center solutions for six client departments to the cloud including presentations and demonstrations to senior executives, planning, vendor evaluation and selection, business requirements. Presented recommended solutions based on technology and cost to cross departmental meetings. Developed contract modifications for implementation. Provide leadership in network operations support in a 24/7 operating environment including process and service quality improvements. Manage all event, incident and requests/change management using the ITSM process. Ensure timely and accurate notifications of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partnersCoach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture. Train the teams in process and procedures needed for the client. Directed those teams to meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.Work closely with internal stakeholders and customer to ensure proper alignment to business objectives including developing new lines of business including RFP contribution and review

Washington D.C. Metro Area

·Responsible for all operational activities including systems, upgrades, technology integration, customer service issues, purchasing and billing while maintaining high touch client experience requirements, and senior executive liaison. ·Manage teams both direct and dotted line reports, to meet unique client expectations and service levels using matrixed resources against client schedules, international requirements and quality expectations while meeting budget constraints and profitability requirements. ·Our team supported more than 80,000 endpoints in 180 countries providing telecommunications solution for the World Bank staff. We provided technical solutions including MACD, hardware support, software management, billing solutions, provisioning systems, as well as design and integration of new technologies.·We supported a complex set of contract deliverables including measuring and reporting of daily, weekly and monthly key performance indicators for adherence to the contract service level agreements. ·Our teams consisted of both professional services engineers and managed service technicians working together to deliverable for world-wide systems upgrades while delivery day to day telephony operations. ·Responsible for new hire reviews including primary and secondary roles for interviewing and staffing decisions.

Austin, Texas Area

• Lead Cisco collaboration implementation and upgrade projects for clients by providing design, deployment and administration in environments ranging from 200 – 9000 endpoints using CUCM, CUC, Presence, Mobility and UCCE. • Provide training and oversight to clients in Cisco collaboration solutions allowing them to take over day to day operations.

Dallas/Fort Worth Area

• Certified Cisco Systems Instructor providing instruction in voice technologies to clients. Classes include CIPT 1/2, CVOICE, ICOMM, TVOICE, IP Schema design and UCCX.• Provide consulting services for clients focused on Cisco voice implementation including architecture and design, deployment and administration.

Washington D.C. Metro Area

Technical lead and voice architect for the World Bank IP Telephony Project installing 80k endpoints in 180 countries phones, including voicemail, soft clients Notes integration, polycom integration, and telepresence. ·Support existing Cisco Unified Communications Manager, Communications Manager Express, Business Edition, Unity Connection, Unity Express, Contact Center Express (IPCC), and voice gateways worldwide. ·Led the team responsible for design, installation, configuration, upgrade, maintenance and staff training and vendor management for the voice and video solutions·Worked with clients, vendors, and senior management to evaluate and recommend voice solutions including new vendor product offerings.·Worked with cross functional teams to develop technical requirements for RFP. Work with vendors with RFP responses to SOW and SLA development and implementation

Greater Seattle Area

•Lead IP telephony engineer for multiple customers implementing Cisco IP telephony including CUCM, CUOM, CUPM, CUSSM, Unity, Unity Express, IPVC, •Provide pre-sales design and consulting support to IP Telephony customers.•Designed and implemented Contact Center Express solutions for customers. •Senior project and design engineer for IP telephony implementation at Portland General Electric including 5000 IP telephone design across 40 offices, and a 500 seat Contact Center Enterprise call center. Interface to multiple vendors for technical support and project management. •Support clients for migration from TDM systems including Nortel and Avaya•Installation and support of Cisco IOS, MS Windows, and Red Hat Linux operating systems to support voice solutions.

•Certified Cisco Systems Instructor •Course Director for Contact Center Courses Unified Contact Center Express Design (UCCXD), Unified Contact Center Express Advanced (UCCXA) including lab development, course management, instructor evaluation and instruction •Instructor for Cisco Voice (CVOICE), Quality of Service (QOS), Cisco IP Telephony part 1 and 2 (CIPT 1/2), Gateways and Gatekeepers (GWGK), Troubleshooting Unified Communications (TUC), IP Telephony Design (IPTD), IP Telephony Express (IPTX) •Provided training and consulting services to clients for design and implementation including two 20k plus phone installations.

Dallas/Fort Worth Area

IP Telephony discipline lead providing design, installation and support to a variety of customers using Communications Manager, Communications Manager Express, Unity, Unity Express, and Contact Center Express.Installation of 700 phone IP Telephony system including integration with three current call manager clusters and 100 traditional PBX systems supporting 40,000 employees.Created design, implementation and maintenance procedure documents for clients including as built documentation and maintenance schedules.

Chattanooga, Tennessee Area

- Responsible for all aspects of a 14 site multi-state network including original design and implementation of WAN and LAN systems including multi-layer switching, QOS, and VLANs. - Design, installation and support of Cisco AVVID solution including IP Telephony to PBX integration, Unity, ACD queue, and IVR scripts - Led team to redesign corporate data center including network wiring, power and flooring systems - Vendor relations manager including bidding, selection, safety compliance, and project management.

Greater Chicago Area

Cisco Networking Consultant for clients supporting global networking infrastructure including IP Telephony, routing, vpn, wireless implementations.Presales design and post sales Installation of Cisco AVVID solution with over 400 IP and analog phones in a manufacturing campus. Trained clients in C.C.N.A. and Cisco Call Manager support and maintenance

Certified Cisco Systems InstructorCertified to Teach Introduction to Cisco Network Devices (ICND), Building Scalable Cisco Networks (BSCN), Building Cisco multilayer Switch Networks (BCMSN), Building Cisco Remote Access Networks (BCRAN), Cisco Internetwork Troubleshooting (CIT)Average Student evaluation of 4.9 on a 5.0 scaleLead member of development team to redesign courses for online delivery

Supported LAN and WAN network with Offices in 50 North American cities and 30 countries including data and voice over frame relay solutions.Designed and supported software development team networks using Microsoft Clustered systems with Compaq and D.E.C. storage subsystems.Designed departmental labs for systems integration and development.Provided project management and second level support to technicians migrating computer systems from token ring to switched Ethernet.Implemented Cisco IPTV product for worldwide video distribution including multicast routing design and implementation.

Bellevue, Wa

Bs Information Systems - Networking, Computer Science, Summa Cum Laude

Religion/Religious Studies

Computer Programming

Astronomy And Astrophysics

Early Entrance program at University of Washington