This role is responsible for ensuring that technical capabilities of the application being deployed are in line with and satisfy the requirements of the associated process(es); develop process(es) to fit within the capabilities of the application; and coordinate resources across multiple business units to ensure the successful implementation of application and process(es).• Increased automation and efficiencies by identifying and eliminating manual steps through the creation of standardized procedures.• Led the implementation of Jira Service Management as part of team transformation efforts.• Designed Security Certification Lifecycle Management Program for Info Sec which would allow for the automation of the management of Security Certificates.• Merged and consolidated a product catalog for IT, Sales and Finance teams to provide the ability to automate processes across applications and business groups.• Developed a PoC that would automate the ordering and management of domains.

Lead engineer on Neustar’s migration to from Avaya TDM to Avaya Enterprise IP supporting 12 locations and 100+ remote employees worldwide.Lead engineer in supporting Neustar’s telecommunications systems which include Avaya Aura, Avaya System/Session Manager, ACME SBCs, Avaya CMS, Office-LinX voicemail, CallCopy call recording, eCAS CDR, Sonexis conference manager, Texas Digital digital signage, Cisco Call Manager, Cisco Unity voicemail, Avaya Meeting Exchange, Avaya One-X clients, and Polycom IP7000 SIP clients.Responsible for identifying, sourcing, designing, and implementing improvements to Neustar’s phone system including migrating from Avaya Modular Messaging to ESNA Office-LinX for voicemail and Witness to Uptivity’s CallCopy for call center recording.Developed the Telecom Team’s process for managing day-to-day projects utilizing Scrum principles and Jira’s Kanban board.Currently updating the Telecom Team’s Service Catalog for use in the ServiceNow incident management software and developing the processes for the fulfillment of requests and incident resolution based on ITIL practices. Lead engineer in rebuilding Neustar’s customer support auto-attendant call tree which combined 46 product support lines into a single call tree. Also developed Neustar’s new inbound sales call flow which resulted in a 25% increase in sales conversions.Performed on-going billing and usage audits to eliminate unused services and maximize the efficiencies of required services which have identified over $200k over the past 2 years.

Developed, implemented, and manage Gannett’s current 1800+ seat Enterprise IPT deployment using Avaya 8700, 8500 ESS, 8300 LSP, G650s, G700s, G450s, CMS, IMS, and Modular Messaging over a dedicated MPLS Network.Project Manager on many other phone system installations ranging in size from 40 to 450 stations. Systems included, but were not limited to: Siemens HiPath 4000, Siemens HiCom 300H, and Cisco CallManagers.Provide consultative services to Gannett’s 150+ business units in regards to telecom practices, equipment purchases, vendor selection, system design, and technology deployment.And much more...

Managed and performed all aspects of the Telecommunications Department. Duties included wiring; circuit card installation; PBX, CTI, and phone programming; call flow design and implementation; system administration; phone system repair, maintenance, and upgrade; project management; billing analysis; and vendor relations. Managed company’s Telecommunications systems at 6 different locations. Systems included Non-PBX systems, Lucent Merlin, Lucent Partner, and Lucent Definity G3 BCS. Voice Mail systems included Lucent Partner Mail, Lucent Intuity (Audix), and Meridian Mail. CTI system was Apropos Interaction Manager, on which I have received certification in Administration, Basic Programming, and Advanced Programming.

Provided Tier 2 customer support for the Appraiser's Choice software suite.

Squad Leader / Tow GunnerWpns. Co. Blt 1/41st MarDiv