• Architecture of Cisco Collaboration suite, delivering voice solutions through Cisco Call Manager, Cisco Unity and Contact Center. Responsible for deploying, maintaining, and upgrading Cisco VoIP applications, devices and security.• Monitor production VOIP infrastructure proactively mitigating collaboration related issues. Provide root cause analysis and permanent resolution of VoIP system issues.• Manage vendor relationships and negotiate support contracts for OPEX annual renewals. I ensure our VOIP systems are secure and leveraging stable software deployments for production. • Conduct Proof of Concepts and identify and design opportunities and ideas for automation and other process improvements.• Implement design improvements for a highly redundant and available voice network, developing reliable disaster recovery procedures to support business continuity.• Architecture, administration, and maintenance of Webex Control Hub including beta testing new products for Cloud Connected UC.• Configuration and maintenance of Akkadian automation tool for on boarding and off boarding of users as well as building custom reporting.• Lead efforts to transition Insight Global’s calling platform from on premises design to Cisco Webex Calling solution reducing annual costs and adopting a cloud first model.• Mentoring and training of junior engineers in VoIP and Collaboration, utilizing platforms like CBT Nuggets and Stormwinds, while serving as an accountability partner to ensure active focus on next-step goals.

• Upheld corporate integrity by adhering to compliance standards within the Piedmont Healthcare Corporate Compliance Program.• Strictly followed HIPAA guidelines and regulations to ensure confidentiality and security of sensitive information.• Developed and implemented plans for changes to production environments in accordance with the Change Management Process.• Devised and executed strategy for monitoring VoIP infrastructure using Solarwinds and other advanced software monitoring tools.• Established technical knowledgebase references, architecture and enterprise standards for Cisco collaboration environments.• Documented and maintained a comprehensive inventory of telecom assets, phone numbers and all associated parts and supplies.• Processed service requests, cordinated with site technicians and scheduled services to meet construction and other special project requirements. • Led and provided senior-level support for comprehensive telecom infrastructure initiatives, encompassing preventative maintenance, configuration backups, capacity planning, telecom redundancy, disaster recovery and specialized expertise in CUCM, CUC, conferencing, and Expressway.• Led discussions with stakeholders to collaboratively select new hardware, software services and vendors ensuring alignment with organizational goals and requirements.

• Orchestrated the creation, implementation and auditing of VoIP and Collaboration procedures and guidelines, documentation, and training plans for internal team use.• Led the professional development of junior team members in in Voice and Collaboration.• Conducted bi-weekly team stand up meetings to strategically plan Agile sprints eliminate roadblocks and celebrate achievements.• Collaborate with other engineers and operations individuals across diverse services and infrastructure organizations to address issues, provide technical feedback, and to contribute to the overall architecture target operating model.• Managed and supported approximately 21 voice and collaboration services through mergers and acquisitions, encompassing UCaaS, Avaya Aura, Avaya IP Office, Nortel, and Vertical PBX solutions.• Evaluated and recommend purchases of voice, collaboration and network hardware, peripheral equipment, and software. • Provide technical consulting and architecture to departments and offices regarding use of voice and collaboration business needs.• Consult with business partners to translate requirements into successfully delivered projects, ensuring project milestones were met and issues/risks communicated appropriately.• Conducted audits of system logs to identify anomalies and guided best practices to mitigate risks.• Demonstrated expertise in TCP/IP, OSI model and familiarity with IPv6 protocols.• Utilized PRTG to monitor and troubleshoot network traffic and maintain high availability equipment supporting IPsec VPN and MPLs network connections.• Configured, installed, and maintained routers, switches, wireless networking, firewall and VPN.• Architected a voice and collaboration solution while the company was experiencing significant growth from $1.2 billion to $3 billion.

• Delivered 24x7x365 support for pipeline critical technology, data center and cyber security monitoring.• Ensured adherence to Compliance Regulations requirements, particularly while handling TSP/Public Safety/Government level accounts.• Executed the implementation and maintenance of crucial data networks, including T1, Cellular, Satellite, and back up dial.• Led as the primary technician overseeing Call Manager and Cisco Unity environments, handling moves, adds, changes and deletions for all pipeline corporate and field offices, as well as handled RMA requests.• Played a key role in the development, migration, and deployment upgrades of technologies such as Cisco Spark, Webex, Skype, and wireless controller upgrades.• Successfully deployed, upgraded, migrated, and supported the Solarwinds environment for both existing and newly established sites.• Proactively monitored network event logs, using Solarwinds, to identify potential issues and prevent network crashes.• Utilize QRadar to monitor suspicious activity and NetFlow analysis.• Conducted root cause analysis to troubleshoot connectivity issues.• Led comprehensive training and development initiatives for new hires, as well as advanced training programs for existing team members in network and voice engineering within the technical operations team.• Authored Knowledgebase articles regarding policy changes, configurations, and best practices

• Served as the escalation point for resolving critical customer issues that Tier 1 or 2 could not address.• Coordinated ticket resolution by collaborating with customers, vendors, and other ITSPs to minimize customer downtime.• Utilized Siebel and Kayako for trouble ticket entry, escalation, and administration.• Managed and served as a SME for Aretta Cloud PBX, Broadsoft Virtual Cloud Phone Systems, Cisco Phone Systems, and Toshiba Linux phone systems.• Provided comprehensive telecom and network hardware support for Cisco and Juniper switches, routers, hubs, and phone systems (PBX/CBX)• Single Point of Contact for field engineers assisting in resolving routing and switching changes and deploying new hardware.• Supported and maintained 3rd party hardware and software, including VPN, Backups, MSFT Operating Systems and introductory knowledge of scripts/coding, web hosting and various email clients.• Led continuous learning group classes with junior engineers to enhance their understanding of company infrastructure, fostering deeper experience in technology and developing essential soft skills for customer engagement.