Kendra Lassiter-Watson, Itil4 Email & Phone Number

Jersey City, New Jersey, United States

Supports the organizations global Voice & Unified Communications platforms. Establishes processes to provide consistently high levels of customer service in a cost-effective manner. Lead and facilitate both internal and external meetings with customers and other internal stakeholders to understand and document overall project and system architecture needs.Capture all project related Unified Communications needs collaborating with other departments and/or vendors as necessary to support project goals.Review legacy systems and solutions creating documentation and technical drawings and business requirements.Assist in creating standardized design processes for Unified Communications systems. Make recommendations for improvements and alternatives for existing systems to increase cost effectiveness, system stability and future expandability. Review invoices, order statuses and issue service disconnect orders as needed.Act as a liaison with outside vendors to achieve desired work effort. Provide technical assistance to telephone systems personnel and other department personnel regarding telecom components.

Brooklyn, New York, United States

Brooklyn, New York

Provided overall technical leadership and support to multiple teams in Telecommunications, Help Desk, Field Services, and Asset Management. Effectively managing direct reports of Tier 2/3 Engineers, Systems Administrators, Business Analysts, and Technicians. Coordinating daily work assignments and project tasks. Designed and completed administrative changes on the Avaya Unified Communications system, Everbridge Mass Notification systems, MobileIron MDM, and Zoom portal providing planning and a strategic roadmap development for the new cloud-based platform. Reporting directly to the CIO, served as the SME, providing guidance and support for UC architecture, standards and documentation, IT installations, upgrades, maintenance, as well as repairs in line with ITIL best practices, SLA obligations, and KPI targets.Defines and deploys IT and telecommunications policies, procedures, and best practices in line with HIPAA regulatory requirements governing the confidentiality of private healthcare information and ensuring the stability and expansion of the existing voice network.Developed and updated process that serve as a continuing reference resource for all teams in IT and Telecommunications including Change/Incident/Problem Management and Disaster Recovery.Formulates recommendations of architectural improvements, design solutions and integration solutions.Innovated a formal Change Management methodology for the organization, accelerating the adoption of best practices across change management teams. Facilitating CAB with approval authority. Manage, negotiate contracts, and monitor performance of vendors and telecommunication carriers.Track and execute Telecommunication requirements and projects through to completion.Managed and re-designed large dial-plans and SIP protocols in an Avaya environment.

Greater New York City Area

Team Lead - Senior Voice Engineers engaged in the design, configuration, deployment, and upgrade of unified communication technologies including Avaya Communication Manager, Session/System Manager, ACCCM, Contact Center and NICE call recording at client sites for Morgan Stanley and Capital One.Bolstered the performance and capabilities of client infrastructure through the management of Telecommunications projects centered on VOIP systems; successfully directed multiple concurrent projects for Fortune 500 companies in the Financial Services industry.Engaged with executives and project management teams with Capital One and Morgan Stanley to gather business requirements, establish deadlines, and ensure the overall quality of the client experience.Leveraged the use of Microsoft Project to document timelines and build status reports providing insight to the PMO and senior leaders on the health and direction of each project.

Greater New York City Area

Investigated and resolved issues impacting the performance and availability of Avaya and Nortel PBX and voicemail switches, and served as the project manager leading the installation and upgrade of voice systems. Documented telecommunications procedures for integration into runbooks. Served as a source of Tier 3 technical support on a 24/7 basis, advising end users on the use of hardware and software applications.

Greater New York City Area

APEX Systems, Inc. Consultant supporting Citi Group, then Morgan Stanley Smith Barney (MSSB), then Morgan Stanley. Supervised a team of 6 PM's in coordinating the deployment of new Avaya gateways in financial branches throughout the US. Over 500+ switches were successfully installed.

Greater New York City Area

Provided MAC and voice network project support for over 2000+ employees. Maintained, programmed and troubleshot all aspects of the Avaya PBX, voicemail and call accounting system.

Greater New York City Area

Provided MAC and voice network project support for over 500 employees, including Traders. Maintained, programmed and troubleshot all aspects of the IPC Turrets, Avaya PBX, Nortel Option 11 and 81c system, Nortel Call Pilot, Octel voicemail and NICE call recording system.

Greater New York City Area

Provided MAC and voice network project support for over 5000+ employees. Maintained, programmed and troubleshot all aspects of the Avaya PBX, Call Center (Contact Center) vector/vdn design, voicemail and call accounting system. Managed the major relocation of the corporation headquarters to a new 550,000 sq.ft. location in lower Manhattan installing a new Avaya CM and Unified Messaging system.