Responsible for the strategic vision of unified communications for the company. Helping to drive the branches to the future and allow VOIP to change the landscape. The call center will be changed with AI and other features to allow for a streamlined effect.

Working with teams to convert over 400+ branches to a VOIP solution (Jive). Working with IT Ops to setup new conferencing software, using the best in the industry. Saving over 280k in the first 6 months on the job. Have direct reports that are learning new skills to help and support the UC environment. Working on an upgrade of the phone system at headquarters with Cisco CM and UCCX.

As Global Network Services Manager, I delivered strategic direction for network and telecommunications solutions across HQ and 500+ retail centers in the United States, Canada, and Australia. Further, I served as a key member on the IT Leadership Team, playing a key role in strategic planning, leadership training, and team building to synchronize management staff. Moreover, I managed all aspects of policy development, regulatory compliance, and business continuity planning while leveraging communication skills to optimize internal efficiency. Following is a short list of my accomplishments within this position: ♦ I achieved $5M+ in annual savings via change management initiatives to eliminate external IVR, network transforming centers, and an outdated phone system.♦ I responded to outages and service issues, performing root-cause analysis and researching cutting-edge solutions to prevent future issues; served as initial contact point while driving MTTR reductions. ♦ I cultivated and maintained productive vendor relationships with 20+ vendors to include Avaya, 8x8, and Cisco while overseeing all aspects of contract negotiations to secure customer-oriented data and voice solutions at optimal cost. ♦ Deployments of Avaya and 8x8 call centers with over 200 agents. 8x8 deployed in retail shops. 3000+ endpoints.♦ I delivered a large-scale network hardware upgrade project of 400+ centers within strict time, budget, and quality constraints, performing a complete overhaul of all switches, routers, and firewalls.♦ I mobilized teams via leadership coaching and staff training, leading cross-functional personnel to surpass SLA thresholds with 99%+ KPI achievement; recognized for high service delivery speed despite less headcount than other departments. ♦ I established top-performing teams by applying Lencioni’s Five Functions of a Team model, implementing process for performance improvement and 360 feedback.

As Telecom Manager, I led a cross-functional team of 3 direct reports while offering strategic IT direction to 47+ countries across the globe, managing 40K+ endpoints. Furthermore, I managed mergers and acquisitions within strict time and budget constraints. I also established UDP processes to streamline communications between 20+ locations without using external phone systems.Following is a short list of my accomplishments within this position: ♦ I led the design and implementation of innovative software solutions to optimize system monitoring of worldwide phone lines that ensured a 99.9%+ uptime with an MTTR under 90 minutes.♦ I delivered a large-scale Call Center Reporting upgrade project for 8 ACD’s in under 3 months while managing training of supervisors and leaders across the globe. ♦ I managed and delivered a large-scale upgrade of HQ and 2 remote sites with 2000+ personnel, managing a $1M+ budget while utilizing Waterfall methodology for project scoping, budgeting, resource allocation, and timeline management; drove significant cost savings via internal dialing.♦ I swiftly responded to Avaya outages as the first point of contact, overseeing troubleshooting to diagnose and resolve 95%+ of issues without external support.

As Senior Convergence Engineer, I oversaw network management at the home office location, overseeing all aspects of staff training, installations, and maintenance to ensure continuous efficiency. Following is a short list of my accomplishments within this position: ♦ I minimized business interruption via effective data network and voice network management, ensuring network readiness for VOIP through network assessment and testing.♦ I slashed company costs and improved reliability of IT equipment through efficient management of all company information services equipment.♦ I spearheaded the development and execution of IAS training strategy while documenting training plan and schedules to motivate numerous technicians to achieve Avaya certification.

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