-Provide enterprise-level support for UCCE, CUCM, Unity, Jabber, CER, CUBEs, WebEx and Teams.-Implement and mediate Avaya to Cisco phone platforms project.-Manage internal and vendor relations to support an E911 and Analog Paging project for 200+ branch sites.-Responsible for change management during approved and emergency maintenance windows.-Escalation point for troubleshooting and remediating UC issues in support of business operations.-Manage, plan, implement, and troubleshoot Unified Contact Center Enterprise for 2000 agent configuration.-Oversees all IP telephony and related technologies' implementation, administration, and analysis.-Mentor and provide technical guidance to the UC team and training for service desk and administrator personnel.-Design and document procedures for business continuity and recovery alternatives in the event of failure or data compromise

-Responsible for administrating the UC platform, ensuring the best experience with internal users.-Administrate the UCCE platform for 2,000 users segmented in different departments.-Ensure that all CCE agents are provisioned in the correct team, Calabrio One and Cisco ECE.-Responsible for supporting the Analog and IP paging system to 200 terminals around the country.-Perform MACD operations tasks for new and existing users/extensions/Cisco Phones & Jabber/Voicemails/WebEx.-Implement System Call Handlers for small Auto-Attendants.-Implementing basic UCCE Scripting/Precision Queues and Call Routing.-Provide full configuration and support (Location, Region, Device Pools, and Class of Control) on the CUCM for new and existing terminals.-Assist the Senior UC Engineer on projects such as E911, and CUCM/UCCE Upgrades.-Perform configuration on the CUBEs to block undesired numbers.-Responsible for performing L2 troubleshooting on incidents, collecting relevant information from traces, and issue replication.

-Tracked shipments and updated customers on shipments in process. -Answered phones and assisted customers and carriers. -Developed and maintained carrier relationships. -Collaborated with the senior team to best resolve any issue. -Through the company system called Freight Hawk, I was able to assist and provide carriers and drivers with important information and documents to resolve any issue. This information were:-Pickup number, Rate confirmation, Appointment time, Proof of delivery, Location of the facility, and more.