Responsibilities:• Responsible for the global voice and video network of the Bryan Cave Leighton Paisner Law Firm.• Design technical infrastructure related to voice and video communications, including telecommunications, contact center, and video conferencing services.• Install, configure, maintain, and troubleshoot the voice and video environment, including the configuration of SIP trunks, telephones, softphones, video conferencing units, dial plans, and voice gateways with Cisco Unified Communications Manager and Zoom. Also maintains telecommunication systems such as Cisco Expressways, Cisco UCCX Finesse, Bridge Operator Console, Cisco Unified Border Elements, Cisco IM & Presence, Cisco Unity voicemail, and WebEx.• Develop standards around video conferencing, including standard configurations for WebEx and Zoom, and develop, design, implement, and maintain video conference rooms with WebEx RoomOS and Zoom Rooms.Accomplishments:• Migrated on-premises Cisco Call Manager and UCCX Infrastructure in the US, along with Skype for Business and Anywhere 365 in EMEA/APAC, to create a global unified communications platform that includes Zoom Phone, Contact Center, Rooms, and Meetings.• Migrated a CUCM and a Unity cluster from a single data center to a high-availability model in two separate data centers for disaster mitigation.• Deployed VoIP to an office with a $24,000 monthly bill, eliminating the expense with less than a two-month ROI. The call volume fit within existing services. Therefore, the cost was not carried into new services but entirely eliminated.• Developed and deployed new conference rooms standard with Zoom Rooms and Logitech kits to replace aging Cisco conference rooms.• Globalized contact centers onto a single platform on Zoom Contact Center. Built the call flow so that calls would route with a higher priority to agents in the same country as the caller but could still quickly overflow to agents in other countries without leaving the queue.

General Responsibilities:• Responsible for providing full scope support of the voice and video infrastructure with the goal of uninterrupted communications.• Design, install, configure, maintain, and troubleshoot the voice and video environment including configuration of SIP trunks, desk phones, Cisco Jabber soft phones, dial plans, and Voice Gateways with Cisco Unified Communications Manager. Also maintains ancillary telecommunication systems such as Cisco UCCX Finesse for contact centers, Cisco Unity voicemail, Informacast Paging Server, Zoom, Calero VeraSMART call accounting and Enghouse QMS call recording software.• Plan, install, program, deploy, troubleshoot, and administer Cisco based call centers across the Anderson Healthcare environment.Accomplishments:• Deployed Anderson Healthcare’s first Telehealth solution during the COVID-19 pandemic from initiation to deployment within 3 weeks using the Zoom platform. Deployed the Zoom Meeting Connector and Zoom Virtual Room Connector servers to keep meeting traffic on network for additional security and for saving bandwidth.• Upgraded the entire Cisco voice infrastructure from 10.5 to 12.5, including the VMWare ESXi as well as replacing deprecated phones.• Deployed video conferencing SIP devices for video conferencing between hospitals for the first time within the Anderson Healthcare system.• Deployed Cisco Expressway's from approval to final deployment within one week during the COVID-19 Coronavirus pandemic so that employees could work from home using Jabber MRA and utilize Business to Business (B2B) SIP calling.• Deployed Cisco Informacast for group and legacy paging.• Initiated a project to replace soon-to-be deprecated phones. • Standardized new site configurations for phones utilizing standard local route groups, as well as standardized CUBE configurations with SIP Trunks and SIP SRST on the same ISR 4400's for cost savings.

Responsible for providing operational support of the voice and video network, consisting of three CUCM clusters with up to 12 servers per cluster and over 30,000 phones, Unity Connection Voicemail, UCCX Finesse Contact Centers, Verba Call Recording, ISI Call Accounting, Biscom eFax, and other ancillary systems.Administered, installed, and maintained PRI trunks, SIP trunks, and POTS lines. Also configured and documented dial plans and managed DID numbers.Evaluated alternative telemedicine and telehealth services and technology solutions and recommended opportunities to direct supervisor any alternative cost-effective solutions.Configured Cisco SX20 and Cisco Room Kit Plus video devices to work on Avizia/AmWell mobile telehealth carts.Consolidated five hospitals scheduling and health benefits into a single call center. Worked with department managers to plan and design the phone tree, then built the call center in UCCX, CUCM, and Unity. Configured and deployed all on site telephony related equipment and provided training to managers and agents. Provided managers reoccurring reports on call center queues with CUIC.Designed, planned, oversaw the installation of over 40 complex video collaboration rooms, configuring Cisco Webex Room Kit devices to work with Crestron, Extron, and SMART devices for interactive experiences. Developed several javascript macro's for the Room Kit devices.Worked with AV vendor to design a functional SMART board integration with Cisco Webex Room Kit Plus devices to provide a touch screen collaboration conference room template that was deployed successfully several times in support of business functions.Utilized knowledge of javascript to build a server application that could securely connect to Cisco SX20 Telepresence endpoints to allow older telepresence systems to have macro's, bring them in line with current video conferencing standards and allowing the extension of life of the products for a better ROI of the system.

The Senior Enterprise Unified Communications Technician maintained the same tasks and responsibilities as the Unified Communications Technician as well as the following:Acted as the first point of escalation for the Unified Communications Technician team for any technical issues.Given a short two week deadline, I built an entire call center for Centura Health's Denver Health Benefits and Central Scheduling including the physical phones, programming of the menu and call center script using UCCX Editor, and the complete build in Cisco Unified Communications Manager and Cisco Unified Contact Center Express, as well as voicemail in Cisco Unity Connection. Once the call center went live I provided on site training and support. I worked with managers to develop a Cisco Unified Intelligent Reporting Dashboard for live call center statistics individually for Central Scheduling and HBA to meet their individual reporting needs.Assisted in the installation and implementation of Avizia CA750 Telehealth Carts throughout the Centura Health network.Completed several other engineering projects assigned by the Unified Communications Engineer team supervisor.Wrote, updated, and organized standard operating procedures and technical documentation for use by Unified Communications Technicians when no existing documentation was available.

Supported daily voice and video operations with various users on multiple platforms, including: training, problem resolution, and event planning.Reported on utilization, problem resolution, and streamlined processes to enhance the communications at Centura Health.Responded to and supported end user devices, such as wireless Cisco phones, laptops, Physician owned devices, Cisco desk phones, telemedicine devices.Interacted with various corporate, hospital, clinic and physician office personnel to create and implement multimedia solutions to business problems.Evaluated new products, monitored multimedia systems capacity and overall product life-cycles to ensure high performing, highly available systems.

Monitor and maintain of up to 150 individual networks from a remote location while serving in a combat zone involving strategic maintenance of tactical network systems. Perform implementation of systems across multiple individual networks in order to provide constant running backups of all devices in Afghanistan Regional Command (RC) South and (RC) East. Configure, operate, and troubleshooting for Cisco Routers, E-switches, Call Managers, and VoIP phones. Leadership of a team of up to 5 network support specialists. Responsible for $1.1 million in equipment. Ensure consistent network security and safe practices by all users to prevent information assurance violations.

Perform hardware and software testing to determine needs and service solutions for external and internal clientele. Facilitate the complete solution of product sales, upgrades, installations and service which involved extensive strategic planning and operational data analysis. Educate clients on the operation of their IT based products including product demonstration and manual updates to their software and hardware needs.

Assembled all of the content for a text or web project, and laid it out according to templates for numerical pages resulting in an ordered final product where each page includes specific content designated. Worked in print media and IT software skills for webpage design, ensuring that each page or section is logically and attractively organized, and that the site map had links to every part of the site. Copy edited articles to fit in allotted space on newspaper using Adobe InDesign and Adobe Photoshop