• Lead and motivate the engineering and support teams overseeing network and voice services, ensuring optimal performance, compliance with organizational standards, and alignment with industry best practices.• Act as the Subject Matter Expert for all network and voice technologies, collaborating with other stakeholders to translate requirements into efficient solutions that align with strategic objectives.• Build and maintain strong partnerships with external vendors and service providers, negotiating contracts, ensuring timely support and maintenance, and managing adherence to service level agreements (SLAs).• Identify and implement continuous improvement initiatives to enhance service delivery, increase operational efficiency, and reduce support overhead.Major Projects, accomplishments, and other highlights:• Led the architecture and implementation of a next-generation network across all retail locations, replacing legacy technologies with a secure high-performance end-to-end solution that enhances operational efficiency, and mitigates cybersecurity and resiliency risks.• Designed and deployed a new cloud-based voice solution for all locations, achieving significant cost savings and streamlining administration of 4,000+ phones.• Developed a multi-year strategic roadmap for the adoption of advanced architectures, including zero trust, to meet evolving business requirements and enhance security and scalability.

• Led the successful implementation of network and voice projects, ensuring precise configuration and optimal performance through a keen attention to detail and a focus on accuracy.• Conducted ongoing research into industry trends and emerging network and voice technologies, evaluating their potential for adoption, and providing recommendations based on performance, cost-effectiveness, security, and alignment with business objectives.• Fostered strong vendor relationships to ensure timely issue resolution and effective support.• Mentored junior team members and provided guidance on technical best practices.• Collaborated with cross-functional teams to best address technical challenges in networking and voice systems, driving cost reductions, resolving operational deficiencies, and enhancing overall system performance.Major Projects, accomplishments, and other highlights:• Migrated entire UCCX environment to Cisco Contact Center Enterprise across all call centers, enhancing system resiliency and scalability.• Delivered a remote work solution for all call centers within three days in response to the COVID-19 pandemic, ensuring business continuity and operational efficiency.

• Maintained the stability and integrity of networks across the enterprise, managing a network of over 4,000 Cisco devices to ensure compliance with industry best practices and PCI standards.• Managed all voice communication services, including Cisco UC and integrations, with legacy phone systems, ensuring seamless operation and improved functionality.• Installed, optimized, and supported WAN network communication links across 500+ locations to ensure optimal performance and reliability.• Provided support for multiple Cisco Contact Centers, including RoadSquad; the nation’s largest roadside truck service provider, ensuring high availability and performance for critical operations.Major Projects, accomplishments, and other highlights:• Spearheaded the implementation of a centralized SIP solution, consolidating approximately 75 individual circuits by overlaying carrier VoIP with media flow-around on the existing MPLS cloud. This pioneering deployment – being the first media flow-around implementation with AT&T in the U.S. –resulted in significant recurring cost savings while maintaining expected voice performance.• Led the design and upgrade of a new wireless infrastructure, developing tailored WLAN solutions to meet the diverse needs of the business across multiple brands while enhancing security.

• Managed and provided support for the entire Cisco network infrastructure across 10+ locations, including multi-homed BGP WAN connections to ensure robust, scalable connectivity.• Administered the Cisco Unified Communications Suite, including CUCM, UCCX, Unity, and Presence, enabling seamless communication and collaboration College-wide.• Maintained the 100,000+ user Microsoft Active Directory forest for all students, faculty, and staff.Major Projects, accomplishments, and other highlights:• Led phased network upgrades across core and distribution layers (6509-E), access layer (3850), data centers (6807-XL/3850), classroom labs (3560X), and internet edge (ASR 1002), overseeing a portfolio of projects totaling nearly $10M.• Fostered professional growth as a 2014-2015 graduate of the Mandel Leadership Development Program, focused on enhancing communication skills and leadership philosophies for high-performing emerging leaders. Actively contributed to several College-wide committees.• Directed the deployment of AT&T SIP across a multi-site environment. Coordinated College-wide WebEx deployment for all students, faculty, and staff. Upgraded all sites to 10Gbps AT&T Switched Ethernet. Virtualized Cisco UC services onto third-party servers as one of the first U.S. customers.