Responsible for the design and implementation of software solutions that help businesses serve their customers more quickly and efficiently and help make sure businesses get the data they need to make informed decisions regarding their contact centers. Work with business stakeholders to turn high-level business requirements into detailed implementation plans that ensure projects come in on time, well done, and under budget. Design and build contact center and unified communications infrastructure based upon Cisco's Unified Contact Center Enterprise solution suite and Cisco's Unified Communications solution suite on Cisco UCS B-Series and C-series servers utilizing VMWare ESXi.Assess enterprise network infrastructure for required fault tolerance for contact center and unified communications services and fitness to carry Voice over IP traffic.Develop flows for voice, web, and email contacts coming into the contact center using custom Java and VXML applications.Design and develop custom SQL reporting for business users based on Microsoft SQL Server.Design, develop, and implement custom agent desktop web applications as well as work with 3rd party (non-Cisco) products to streamline processes for agents by integrating with external business applications. Configure, deploy, and administer phones and voicemail services to users. Configure, deploy, and administer voice gateways based on Cisco IOS using SIP/H323 protocols.Serve as an escalation point/mentor for other engineers to further team knowledge, foster collaboration between engineers, and ensure high quality results in projects.Create training materials and perform training sessions for both customers and for other engineers internally .Perform reviews of projects to ensure company and Cisco implementation standards are being met with the utmost consistency.

Work with Netech's customers to solve business probelms using Cisco customer collaboration solutions.Post-sales design and implementation of UCCE, UCCX, CVP, CUIC, Finesse, CUCM, and various 3rd party supplemental collaboration applications.

Professional Unified Communications and Customer Collaboration consultant focusing on the implementation of large scale contact centers.Areas include UCCE, CVP, Finesse, CUIC, CUCM, CUBE, and CUSP.

Serving as lead engineer for the new Netech Watch proactive monitoring program. Responsible for:-Design and implementation of all technical processes for the program-Research, design, and testing of the monitoring of platform and application health and performance for all products monitored through the program- Cisco Routers/Switches, UCS, Dell Servers, HP Servers, ESXi, NetApp FAS filers, all Cisco UC applications from CME up through ICM/CVP, Calabrio QM/WFM/DA, ASAs, Windows Server OS, Milestone XProtect, Avigilon, and more-Design and creation of all internal technical documentation for the program-Implementation of monitoring for new customers-Technical training of pre-sales staff and other customer support engineers-Day to day administration and support of N-Central-Creation and implementation of reporting for monitored devices-Periodic reviews of customer reporting to coordinate recommendations for the customer's environment-Act as technical guide during recurring customer environment reviews-Responding within defined SLAs to and resolution of alerts from the system to mitigate and minimize the length of outages in customer environments.

Provide the highest quality of customer service to all of Netech's customers by providing them the knowledge they require in their times of need. Responsible for quickly assessing, diagnosing, and resolving issues in the areas of CUCM, CUCME, CUC, CUE, UCCX, CUPS, Catalyst/Nexus Switches, Cisco ISR routers, UCS, Netapp, VMWare ESXi, and VMWare vCenter.

Provided leadership and direction for the Desktop Support team for Region 4 of Ivy Tech as well as managed the day to day operations for the team.

Administer the Cisco and Microsoft Network infrastructure for the Computer Information Technology program's networking labs.