Major Project Technical resource for all UC integrations and upgrades. Provide Tier 3 technical support for Cisco Call Manager, Cisco WebEx, and Cisco Jabber. Escalate support for all Telephony related issues and outages. Complete daily/weekly backup/system checks for Telephony related applications as a part of daily routines. Review Remedy requests and respond to customer requests via email. Provide weekly support for MAC activity (Programming). Primary Support/Point of Contact for the Call Center Cisco/VPN/CIS related issues. Conduct Enduser training for Jabber, WebEx, Voicemail and IP Communicator. Facilitate software patching, hotfixes and updates. Telephony Technical Resource for Data Security System IDM checkout.*Notable Projects- UC/UCCE Platform Refresh, WebEx Migration Premise to Cloud based upgrade, Jabber IM & Presence Field Sales Deployment, WFM Solution Upgrade, Windows10 Telephony Packaging Upgrade, Software Upgrade for Inova Solutions (PM), Software Upgrade for ISI Infortel Select (PM), Voice Recording Solution Refresh, Remote Richmond Site Expansion, Spark Board Meeting Room Enhancements

Create and support programming of Cisco Unity Connection in all of the multiple local offices. Primary lead for the conversion of multiple Investor Centers from Nortel to Cisco Communications. Call Manager and programming and installation of video phones. Assist with upgrading the Nice Call Recording System. Assist with the design and implementation of Auto Attendants, Announcement Services and Menus. Design and implement Cisco Jabber Desktop, develop technical documentation and user guides for end user training.Project Telephony Lead on establishing and relocating remote domestic and international sites. Travel to multiple International cities to oversee and assist with the installations. Provide telephony and voice mail training after the conversion. Responsible for insuring the completion of the daily moves, adds and changes for the corporate office in Baltimore, Maryland, Singapore CUCM site, London CUCM cite, (1) Investor Center in Baltimore. Maintain the IPC Telephone System for the Trading Desk for approximately 100 Fixed Income and Equity Traders, includes assigning ID's, installing wireless headsets, adjusting volume settings, adding numbers to the turrets, etc.Primary technical support for Cisco WebEx, Cisco Jabber, Microsoft Lync. Install and troubleshoot theaforementioned applications as a part of daily routines. Review and respond to customer requests sentvia Telecom general mailbox and Remedy requests. Generate monthly telephone

Responsible of the supervision of the telephony team and the assurance of the proper operation ofthe Corporation's telecommunications network and associated sub systems. Under broad guidelines established by the director, responsible for the operation and function of the Corporation's owned and privately operated Nortel CS 1000E rls 7.6/ Succession 4.2 PBX/Call Pilot and Cisco Unified Communication 9.1/PCCE v10/Microsoft Lync.Monitor and generate reports on the technical activities to insure that proper procedures are beingfollowed and that Telephony standards are being met. Participate with other departments in the planning, installation and maintenance of related and connected telecommunication systems, specifically CTI, IVR and VoIP. In the absence of the PBX technicians, perform software modifications on the PBX and its sub systems and capable of recognizing, diagnosing and correcting faults and failures in the functions and operations of the PBX and its sub systems.Provide recommendations and analysis to the Telephony Administration Director, concerning additions or deletions of facilities or equipment to obtain the most cost effective service. Effectively collaborate with business and IT stakeholders to gain collective buy-in on telephony strategies. Manage and maintain vendor services relationships and contract negotiations. Proactively engage in telecom capacity planning and performance management. Evaluate, test and provide recommendations for new tools for telecom management. Lead effort to define and deploy a comprehensive telecom provisioning strategy for acquisitions, new construction, and remodel projects. Troubleshoot and engineer for any network issues that arise with UCCX, Call Manager, Unity, QOS, Telepresence, etc.