Justin Mann Email & Phone Number

Mckinney, Texas, United States

Richardson, Texas, United States

• Architected tenant-based session border controller to reduce friction with M&A integrations.• Lead system integration efforts to implement new organizational collaboration technologies Cisco Expressways Mobile and Remote Access Cisco Video Interop connection to Microsoft Teams and WebEx with ‘One Button to Push’ WebEx for Edge Devices in WebEx Hub• Manage white-glove telecom services for senior leadership, ensuring specialized configurations and call routing implementations• Direct additional team members in telecom duties and oversee execution of projects and day -to -day work• Define and build call-back queues to support better customer service, offering minimal on-hold time for customers • Negotiate with equipment liquidators on the resale of used telecom equipment, resulting in over $85,000 in cost recovery• Led multiple Pandemic response efforts including: Coordination, implementation, and deployment of soft-phones for all users in response to work-from-home directives Partnered with the department heads to ensure queues functionality for remote use by all agents

Richardson, Texas

• Facilitated implementation of firewall rules, DHCP options, and QOS settings in relation to the phone system requirements• Migrated legacy PRIs to centralized SIP delivery, including more than 2500 DIDs and 50 customer-facing toll-free numbers• Developed and delivered queue management, monitoring, and reporting training to queue managers for multiple platforms• Coordinated phone system acquisition, configuration, deployment, migration, and operation efforts for office changes• Collaborated with executive leadership in the evaluation and selection of new PBX, including RFP creation and review, pricing assessment, selection criteria, vendor demonstrations, and final decision• Led the company’s conversion of over 1200 IP phones, six queues, and 17 sites in multiple states from Nortel/Avaya to Cisco Unified Communications Manager system. • Enabled multiple contact centers spanning three time zones to operate as a unified call center• Realized 75% cost reduction & minimized downtime by enabling active/active redundancy between two data centers

Dallas/Fort Worth Area

• Coordinated and completed an office move in Washington DC of 35 firm employees• Served as primary on-site support contact for the Washington DC office while an IT staff was built up• Moved and configured servers for office phones, printers, and network resources • Worked with network engineers to convert the office from an IPSEC VPN tunnel to a DS3 leased line WAN connection• Built, upgraded, and maintained workstations for all users throughout the firm• Assisted in workstation uplift implementation to deploy a consistent operating environment for the Dallas and Austin offices• Trained new IT staff members on hardware, desk phones, mobile devices, and network resources• Coordinated the installation of customized conference audio visual systems for the firm’s board room• Managed relationships with vendors to maintain current conference audio visual systems throughout the firm• Managed local and international teleconference meeting setups• Managed on-premise PBX and voice mail systems• Developed, managed, and maintained vendor relationships to minimize downtime• Supported all firm employees through help desk calls• 90% of tickets completed with first-call resolution• Provided on-call, after-hour support on a rotational bases• Provided comprehensive remote user support for staff• Provided formatting and layout support of legal documents for staff