As an independent contractor, my goal was to help this small business with all their technical management needs during their transition to the cloud.This was an all on-premise server hosting shop which was severely impacted when COVID-19 first hit and businesses were forced to shut down and work remotely from home - this was almost next to impossible for this business.Primary responsibilities included the management and migration of all technical services: • Managed offices’ COX Network and Avaya Telecom infrastructure• Managed on-premise Windows 2012 servers• Managed all AD domain services and devices• Managed locally-hosted customer facing website until migration day• Migrated web services to the cloud, leveraging WordPress to rebuild the websites and GoDaddy for hosting• Configured a new Office365 tenant with Teams, Sharepoint and OneDrive• Migrated on-premise domain controllers, domain services, domain users and local file shares to Office365• Migrated Telecom services away from Avaya/COX and ported phone numbers over to a new Grasshopper phone system account• Configured and managed Grasshopper phone system• Archived local email server and migrated email services to the cloud leveraging Rackspace • Management of Rackspace mailbox accounts• Management of LTS HikVision Video Security system, NVR & IP Cameras• Decommissioning of all legacy hardware systems as they were virtualized and migrated to the cloud• Created new documentation for the transition to the cloud and trained employees on how to use the new tools and technology• Upgraded user systems to Windows 10 and Windows 8.1, from previous Windows 7 and Windows XP versions• Managed electronic billboard signage using BroadSign X software

The Plantronics-Polycom merger legally finalized and it was time for the integration of both corporate systems.First project I worked on was the migration of Polycom Skype service objects, users, contacts and resource conference rooms, over to Plantronics legacy Skype servers.Immediately after the initial Skype user migration, we began a project to decommission Polycom’s Skype server infrastructure with a goal to repurpose the hardware for a new Skype pool.Next project was the build out of a new Skype on-premise server pool for the new company domain, Poly. Domain services and users were migrated off of Plantronics legacy servers and onto the new Poly Skype pools - a subset of users, primarily Sales+Marketing, were migrated to Skype Online - IT was fully migrated to Teams while the rest of the business remained using Skype/Teams in island mode. Another project that I led efforts for, was the conference room revamp. This called for renaming all collaboration and conference rooms, as well as upgrading all legacy conferencing hardware with Polycom’s video conferencing products. Renamed all of Poly’s conference rooms in the corporate directory to one single naming convention. This meant display name, Email and SIP address changes across AD, Exchange, Skype and Office365, for all global conference rooms. This brought upon additional notifications to the business, training and education to end users, which I delivered, as well as the creation of training material and reference matrixes on the changes. I partnered with Polycom’s IT Video Ops to replace all legacy video conferencing hardware systems with our latest and greatest products. This “Dog Food” project was completed and we moved onto the next project.There was a business decision to move Skype users to the cloud. We began planning and working the Teams migration project at the end of 2019 with a goal to complete the project by May 2020.

Joined Plantronics as a consulting contractor for a one-year contract shortly after the Polycom acquisition announcement. Primary responsibilities involved managing and supporting the business’ inherited legacy Skype 2015 on-premise (2008R2) server infrastructure and Hybrid Exchange online/on-premise environments, while working on projects such as building a new Skype server infrastructure that was scalable to support the company merger with Polycom. Other responsibilities:• provided internal support for Polycom Video Conferencing, Skype for Business, Teams and Zoom meetings.• supported all UC endpoints for internal endusers.• served as POC for all servicedesk escalations to IT System Admins team.• monitored our ServiceNow ticket queue and worked on cases assiged while adhering to SLA’s.• worked with network and Avaya telecom teams to troubleshoot UC-related technical issues.• assisted, worked and managed other Microsoft technologies such as AD, Exchange, Sharepoint, Office365, Azure AD, SCCM, SCOM.• assisted and acted as a backup resource to our SCCM and OKTA admins in their absence.• assisted with infrastructure system backups, as well as managing system monitoring tools

Assumed a new role to help strengthen and lead Modality’s Incident Response and Support teams out of Australia as the business began to ramp up service offerings for APAC customers.No relocation out of the country was necessary, but I did adjust my working days and hours so they aligned with Modality’s Australia team and therefore be able to successfully execute and support the business needs.

• Provided 3rd Line Support for our US Managed Service customers. • Monitored and managed multiple-customer UC Environments.• Experience supporting OnPrem, Cloud, Hybrid, O365, Multiple-Site/Pool environments.• Supported/managed SBAs and SBC gateways: Sonus and AudioCodes• Multiple 3rd Party Vendor/Supplier Relationship Management: Microsoft, Polycom, BT, PureIP, IntelePeer, Level3, Sprint, Techland, EventZero, Verba, Aspect, Altigen, Competella• Experience using logging tools such as OCS Logger, CLS Logging, LX Syslog, WireShark, Fiddler, Snooper. • Supported various VoIP phones and conferencing devices: Polycom, Logitech, AudioCodes, Microsoft LRS.• Performed User Adoption Training and delivered Onsite White Glove services for US customers.• Assisted with Service Delivery and Managed Service Customer Onboarding projects .• Oversaw and managed ServiceNow instance with upstream provider, and performed Incident Response Management responsibilities of customer cases to adhere to Service Level Agreements. • Participated in an On-Call rotation, to support Modality’s global 24x7 UC Managed Service Operations.

Joined Modality to help build and ramp up their US managed service and support offerings during its early stages. Initially joined as a 2nd Line Technical Support Engineer providing end-to-end UC managed services support. Primary responsibilities included providing 1st line incident response, 2nd line technical support and managed service monitoring to Modality’s US based customers.

• Assisted in the deployment of Lync2010 for IM/Presence• Upgraded to Lync2013 for EV & Video Conferencing• Assisted in the configuration and deployment of Sonus voice Gateway & EventZero monitoring• Assisted in the deployment of Exchange UM for Lync2013 EV Users• Migrated HQ Office away from Legacy Avaya PBX & frSIP Phone Systems, for an All-Aruba-Wireless HQ Office• Experience with Citrix GoToMeeting and BlueJeans• Deployed LyncRoomSystems & other Lync-enabled video solutions in collaboration conference rooms across all corporate offices• Performed daily tasks to support Lync, Exchange & Active Directory user and computer management• Participated in a 24x7 OnCall Support rotation schedule

• Senior Service Desk Support Team Lead • Led/Mentored a Team of HQ Helpdesk Technicians• Managed a Break/Fix Walk-Up Helpdesk for HQ Site• Primary IT point of contact for internal conferences & corporate events• IT Hardware, Software & Asset Management• Managed over 1800 User Devices (PC/Mac/Mobile)• Managed Global HQ Print Server & Corporate Printers• Executive VIP Support Lead to Office of CEO, at HQ• White Glove Support for C-level Executive Staff at HQ• IT Offsite Event Coordinator, Support Lead for TownHall• ITSM/ITIL Platform Administrator (Kayako, ServiceNow)• Participated in ServiceNow system migration• Developed/Maintained Internal IT KB’s in ServiceNow• Owned, managed and streamlined IT’s Newhire On-boarding and Termination processes • Onboarded on Average 10 new employees a week (creating AD user accounts & business apps accounts, imaging new laptop systems & other peripherals)• Hosted Weekly IT Training Sessions for endusers• Delivered User Adoption training to all employees for IT Business Apps, such as Lync2013, ServiceNow & others• Daily Management of Avaya PBX & frSIP VoIP systems• Experience with Citrix GoToMeeting and BlueJeans• Performed daily tasks to support Lync, Exchange & Active Directory user and computer management• Participated in a 24x7 OnCall Support rotation schedule

Joined Aruba Networks as an IT contractor during its early stages as a SiliconValley tech start-up. As with most start ups, IT professionals wear multiple hats and this role was not the exception. The majority of my responsibilities were customer service and helpdesk related, providing first and second line of technical support for all break/fix service desk duties at the HQ office in Sunnyvale, CA.During this contract opportunity: I also created new user AD accounts and account terminations, setup newhire workstations, kept track of asset management, supported end users mobile devices, managed and supported all HQ collaboration rooms and assisted with video conferencing meetings, helped troubleshoot telecom phones, network printers and other IT system related issues.