Jason Koval Email & Phone Number

San Francisco, Ca, Us

Basking Ridge, Nj, Us

Richmond, Virginia, Us

Ashburn, Virginia, Us

I am the Principal UC and Network Architect in the Office of the CIO. I provide global governance over the design and architecture of Unified Communications, Networking, and Video Conferencing.

Offering services such as architecting, engineering, programming, troubleshooting, and general consulting on large and complex voice systems specializing in Avaya, Nortel, Skype for Business, various Contact Center platforms and all associated peripherals.The work for many of my contracts surround Avaya Contact Center products and peripherals where I would be: • Tasked with performing large and complex upgrades of AACC (Avaya Aura Contact Center)for very large and well known customers around the world • Installing, upgrading Avaya Aura Call Center Elite and EMC (Elite Multichannel) • Tasked with connecting a third party app or CRM sometimes requiring the development of a connector. • Tasked with replacing AACC with other contact center products.I have a number of contracts that are both technical and business consulting where I am asked to review configuration, reports, processes in the call center as well as in the back office. During these engagements I meet with and/or speak to as many folks as possible from senior level management, including the "C" level, through to the agents who are truly the "frontline" of the organization so to speak. With the agents, I like to sit with them and listen into the their calls and watch their interactions on their PC while looking for what works well and looking for where improvement is possible or sometimes required. I find that the agents are also the best source for telling me what is truly working and what isn't. At the supervisor, manager, director, and workforce management levels, I am looking at what reports they are running and reviewing, checking to see how they are interpreted, and verifying this against how the call flows are setup and against my own contact center knowledge and experience.I also spend a lot of time reviewing patents and researching technologies for one of the worlds largest telecom product manufacturers.

Schaumburg, Illinois, Us

During my entire 6 years at Catalyst Rx/Catamaran (now OptumRX) I was the lead UC and Contact Center Architect/Engineer. Even with the titles of Manager and Director, I still designed all voice, contact center, fax, and network related systems and I was the primary on all issue troubleshooting- day or night.As Catalyst Rx/Catamaran grew tremendously by acquisition, I was the first from IT to visit the acquired sites to determine what had to be replaced or updated and what was worth keeping, and how it would all be integrated into the IT fold of the greater company. I would then travel back to the sites for workshops and meetings and then again for the installations and system cutovers.Catamaran also grew much organically through sales of the services. In this, I designed the media flows for the contact centers based on the client contract and requirements which included SLAs (many with severe penalties), contact media types, types of callers (end user, doctor, pharmacist, or calls forwarded/transferred from client), and reporting requirements.I also created and managed annual operating budgets in excess of $16m, negotiated with and managed all vendors, managed the voice and network teams nationwide, and met and worked with senior level leadership on a near daily basis.Through my designs, I was able to reduce costs and required manpower by: • Increasing system efficiencies through upgrades, new processes, and assigning accountability • Utilizing outsourcing or hosting where it made sense • Combining redundant systems and operations

Schaumburg, Illinois, Us

Schaumburg, Illinois, Us

Fairfax, Virginia, Us

Principal Resident Engineer at the US Patent and Trademark Office (USPTO)I was responsible for onsite level 3 and 4 support; engineering, planning and overseeing all maintenance and upgrades on a large CS1000/81C with all the peripherals like CallPilot, MICB, MIPCD, OTM, VoIP phones and a new installation of a Nortel MCS 5100.

Basking Ridge, Nj, Us

I was assigned as lead engineer to the highest profile accounts, especially ones facing large challenges, where there was a large call center, or where new technology was being deployed.

Syracuse, Ny, Us

My role was engineer, solution architect, and NOC all rolled into one. My primary account was the Bank Of New York for whom I designed, built, and supported their hidden backup call center post 9/11.

Binghamton, Ny, Us

I was responsible for managing and maintaining all aspects of a 10,000+ user voice system with multiple contact centers, an IVR, and all the peripherals. This also included an underground cable plant of copper and fiber, as well as a satellite TV headend.