Don K. Email & Phone Number

The Voice and Telecom Manager is responsible for overseeing the design, implementation, maintenance, and support of our telecommunications systems and infrastructure. Technical background in telecommunications, excellent leadership abilities, and a customer-focused approach. In addition, hands-on expertise in managing telecommunication technologies, particularly with RingCentral, and leading a team of engineers.

Orlando, Florida, United States

Manages the team responsible for engineering of the company's telecommunications environment within a complex multi-location, multi-national and multi-vendor infrastructure. Developing, implementing, and maintaining telecommunications equipment and oversees research, evaluation and implementation of new technologies. Assisting in development of departmental and project budgets including expense, capital and resource forecasting.

Orlando, Florida, United States

Currently I serve as a key member of a team managing and executing the implementation and support of Unified Communications (UC) solutions utilized by 5,000 end users, including 1,500 contact center personnel. I am responsible for configuring and deploying contact center, workforce management, quality management, and web collaboration tools, and migrating from a legacy PBX to a cloud-based solution. As part of this, I work closely with business units to identify needs.Selected Accomplishments:☛ Successfully migrated 1,500 contact center seats to a cloud solution. Completed the project in 6 weeks instead of 12 to meet COVID-19 business changes.☛ Currently on track to migrate the remaining 3,500 users on or ahead of schedule.

Milwaukee, Wisconsin, United States

During this time, I directed a telecom support team responsible for customer service, solution development, and Cisco call center system support, including a 150-seat contact center, plus hosted voice solutions for multiple external clients. I carried out pre-sales UC design and architectural support for the sales teams, developed service offerings and pricing tools, and assisted with the preparation of business use cases and ROI tools. I also prepared the telecom budget ($400,000) and performed forecasting of future technology needs.Selected Accomplishments:☛ Contributed to sales growth by facilitating the development and sale of the UC as a Service offering.☛ Enabled added sales by evaluating and selecting products to add to the suite of service offerings.☛ Grew customer base 40% by partnering with network, sales, and design teams on business development.☛ Improved first call resolution times 25% by streamlining call center procedures.☛ Responded to a major ransomware attack and returned basic call operations within 12 hours.

Madison, Wisconsin, United States

I oversaw the migration of a large communication platform (more than 9,500 users) to a Cisco-based UC for UW Health/UW Madison, where I planned and led the migration efforts for each client department and created all schedules. I served as the prime point of contact for call flow mapping and discovery, and I provided cutover support and IP telephony engineering support for the project. In this role, I supervised a staff of 15.Selected Accomplishments:☛ Completed the UW Health phase 6 months of ahead of schedule and the UW Madison phase on time.☛ Designed and implemented the deployment strategies for both projects.

Waukesha, Wisconsin, United States

For this company, I designed and implemented UC, network, and telecom solutions for manufacturing and healthcare organizations. I coordinated client and vendor teams on projects, planned and led complete project life cycles, identified needs, and developed custom solutions. My responsibilities included administering budgets and managing vendor relationships.Selected Accomplishments:☛ Directed a large (3,000 users, 13 locations) UC upgrade, including hardware and software.☛ Formulated the strategy to replace a client’s outdated PBX. Evaluated and selected the new system.☛ Served as the Technology Services/Support Manager for several clients.

Greater Milwaukee Area

In this role, I led sales engineering, solution architecting, and process improvement for enterprise-class customers, including global corporations in multiple business verticals. I developed solutions to meet client needs, identified telecom and network issues for customers, and actively participated in sales presentations.Selected Accomplishments:☛ Increased a customer’s spend from $500,000 to $1M per month by upselling managed services.☛ Recognized on multiple occasions for superior performance and exceeding all goals.

Oconomowoc, Wisconsin, United States

This position involved designing UC solutions for customers in various verticals. I held responsibility for pre-sales engineering and sales support of hardware and services.Selected Accomplishments:☛ Completed implementations as large as 5,000 end users.☛ Met or exceeded all goals and added revenue by winning several key accounts.

Milwaukee, Wisconsin, United States

I designed UC systems and supported sales efforts for teams in multiple locations. I determined customer needs, prepared and delivered presentations, and selected products for implementation. Also, I supervised a staff of 2.Selected Accomplishments:☛ Created a UC sales and implementation methodology adopted company-wide.☛ Tripled the account base through the acquisition of new sales and added service contracts.☛ Recognized on several occasions for business development and project management excellence.

Provide business consulting services around communications management. Consulting services included harnessing and understanding of the client’s business needs and making process and / or solution recommendations focused on resolving business needs. Develop process and support methodologies for cost effective and quality voice implementation services.Key Results:Developed marketing materials and department policies and procedures as it relates to the development of a Cisco IP Communications products and services.Developed engineering and sales methodology for Unified Communications practice area.Trained sales team and engineering team on new service offerings and solution methodology.Developed engineering guidelines and best practice design. Provided training to the engineering and project management teams on the execution of these guidelines.Responsible for the design of Cisco Voice over IP solutions for both single site and multiple site implementations.Provided pre-sales engineering and design support to the sales team.