Eric Zahirsky Email & Phone Number

Denver, Colorado, United States

As the Connects Operations Leader, I lead a great team of Project Managers, Business Consultants, and Customer Success Specialists from the pre-sales cycle, project integration, and ongoing support for multiple b+s products and solutions.Key responsibilities include:• Driving the successful implementation of b+s products and services for new and existing customers• Ensuring seamless adaptation to new products, releases, and features• Overseeing critical Product Services Processes, such as on-boarding and adoption programs, and actively contributing to the sales cycle and customer service improvement initiatives• Fostering collaboration with Product Owners, aligning development and operations for organizational success

Denver, Colorado, United States

Provide technical leadership to guide customers through pre-sales, implementation and support phases. Using extensive CRM and CTI experience, I work to ensure successful b+s Connects Contact Center installations as well as work closely with the development teams for product and document enhancements.• Work closely with Cisco UCCE and UCCX admins to provide guidance on multi-channel call center CRM integrations• Expert knowledge of Salesforce and Servicenow CRM solutions • Provide customer facing video content and knowledge base articles• Work in Agile methodology with Software Development team• Participate in product demos to new customers• Deliver training for new integrations• Integrate flows, subflows and business rules in Servicenow CRM• Integrate flows and visual force pages in Salesforce CRM• Utilize API’s in Connects software, CRM’s, and telephony platforms for custom events, activities and interactions• Engage with pre-sales teams to assist in discoveries, POC’s, planning and analysis• Deliver enterprise technical support for existing customers• Stay up-to-date on UCaaS/CPaaS technologies and industry standards

Cleveland/Akron, Ohio Area

Responsibilities:Managing IT infrastructure including:• Overseeing IT infrastructure for 120+ clients running Windows and Apple operating systems• Managing virtualization hosts• Configuring and maintaining network routers and firewalls• Managing virtual servers running Windows Server and Linux• Implementing and managing inventory control systems• Managing cloud-based productivity solutions• Configuring and maintaining WAN load balancers• Implementing and managing endpoint protection solutions• Configuring and managing VPNs• Managing wireless network infrastructure• Monitoring and ensuring the security of the corporate network• Handling financial aspects of the department, including purchasing and budgetingKey Achievements:• Successfully reduced expenses related to internet and telephony services• Migrated on-premises email servers to a cloud-based solution• Coordinated the installation of corporate chat, video, and voice communication systems• Upgraded wireless infrastructure to support seamless roaming• Implemented redundant internet connections• Enhanced network security with advanced measures• Upgraded Windows Active Directory to a modern version• Implemented new firewall solutions

Cleveland/Akron, Ohio Area

Responsibilities:• Installing, testing, and monitoring new customer implementations• Demonstrating expertise in various technologies, including SQL, Windows Server, IIS, Apache, CTI, VPN, Remote Desktop, VXML, and VoIP• Managing multiple projects independently and efficiently• Conducting customer training sessions for system administration and basic user functions• Assuming the role of Project Manager when necessary• Installing and configuring Genesys TServers, URS, and GVP• Deploying VHT with ACD platforms such as Avaya, Nortel, Cisco ICM, Aspect, and AlcatelKey Achievements:• Successfully integrated major companies like GE, Adobe, AT&T, Verizon Business, Department of Veterans Affairs, and Rogers Communications• Personally oversaw the installation of multiple projects worth over $1MM each• Traveled extensively within the United States and internationally (Russia, Guatemala, Canada)• Promoted to Senior Integration Engineer, responsible for handling the most complex projects

Canton, Ohio, United States

Responsibilities:• Built, deployed, and supported small to enterprise sized servers• Built and maintained ISP network• Sold, built, and provided support for workstations and laptops• Designed local and wide area networks• Provided consulting services for all Microsoft products including Office, Exchange, Active DirectoryKey Achievements:• Created multi-homed T1 network featuring redundancy failover via BGP protocol• Built and supported Wireless mesh networks at Canton Akron Airport, local Hotels and businesses• Hosted websites with Microsoft IIS as well as Apache

Canton, Ohio, United States

Responsibilities:• Built out new customers sites via 2.4 GHz Alvarion BreezeNet wireless network• Maintained tower relay network with 5.8 GHz broadband equipment• Used FreeBSD based computers for routers, firewalls, DNS and Web servers• Designed and deployed Cisco based wireless access point systems• Monitored and controlled network with bandwidth graphing and QoS policiesKey Achievements:• Created and implemented first wireless access system at Canton-Akron regional airport• Helped build wireless hot zone for access in downtown Canton, OH• Built mobile broadband network for Police/Fire/EMT emergency roaming

Computer Science

Associate'S Degree