Matthew Lecus Email & Phone Number

Raleigh, North Carolina, Us

• Led multiple Enterprise technical service engagements for new and existing clients as a SME for Cisco Contact Center Enterprise including pre-sales technical architecture, creation of implementation requirements, installation recommendations, and creation and validation of SOWs for professional services.• Responsible for installation and configuration of Cisco Contact Center Enterprise solutions (e.g., ICM, CVP, VVB, CUIC, Finesse, Outbound Option) on Windows/Linux physical or virtualized (i.e., ESXi 5.5+) hosts including databases (e.g., SQL Server, MySQL, IBM Informix) and web servers (e.g., IIS 6.0+, Tomcat 7.0)• Accountable for application performance through monitoring and testing to identify potential bottlenecks, develop solutions, and collaborate with developers on custom solutions.• Produced solutions engineering documentation including network topology, failover strategy, and disaster recovery.• Collaborated with customers to facilitate and deploy integrations using Active Directory, Cisco UCM, Calabrio, Splunk, and Tableau.

Raleigh, North Carolina, Us

• Managed the execution of service offerings for small to enterprise level clients including assisting with creating detailed services budget, assignment of technical resources, analysis and resolution of issues and escalations.• Supervised operations of 8x5 customer service desk staffed by 10 engineers including on-call scheduling, alert notifications, custom service definitions, after-hour escalation procedures according to contracted management services SLA using PagerDuty and Freshservice.• Coordinated new hire onboarding, training, and development for Managed Services team.• Improved customer outcomes with client onboarding, technical training, support, and maintenance. Led weekly engineer standup to review escalations and incidents.• Collaborated with customer stakeholders on project milestones and technical prioritization.• Led customer status meetings.• Supported Networking implementations by providing real time and historical diagnostics at client sites through integrated applications (Splunk, Solarwinds, SQL Server)

Raleigh, North Carolina, Us

• Accountable for pre-sales and post-sales technical solutions that address client requirements.• Responsible for installation of Cisco Contact Center Enterprise solutions on Windows/Linux physical or virtualized hosts including databases and web servers. • Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.

Grapevine, Texas, Us