Michael Goston Email and Phone Number

As Manager of Implementation for Source my primary responsibility is the implementation of VoIP PBX systems and adjuncts, Call Centers and services. My team consists of software specialists, technicians, and implementation engineers. I also price all implementation services delivered by Source whether it is internal or vendor contracted. I am also tasked with review of said solutions and services to insure that we are delivering the correct solutions. From time to time I perform the role of Sales Engineer to assist our Account Representatives with suggesting the correct solution and instilling confidence in our clients that my team can deliver. Some of my key accomplishments during my tenure as Implementation Manager are as follow:• Developed Implementation Strategy and Documentation for implementing complex VoIP PBX’s and Call Centers.• Created and documented processes and procedures from the ground up.• Established Metrics and check-points to evaluate effectiveness of Iteam.• Developed pricing Matrix to price implementation.• Achieved Avaya Service Delivery Specialist certification. This involved having my processes and procedures audited by Avaya. • Achieved a score of 94% on customer service as audited by Avaya.• Received ISO9001 certification for the Implementation team.• Changed the culture regarding Implementations for Source. Instead of implementations being contracted out the success of the implementation team made my team 1st choice for all systems/services delivery.• Coached my entire team to becoming ACSS (Avaya Certified Solutions Specialist) certified in all products deployed by Source.• Achieved successful implementations/upgrades for several fortune 500 organizations.

As Manager of TAC (Technical Assistance Center), I led an initial team of 4 engineers. I refined the processes of TAC and greatly expanded TAC’s role. This allowed me to grow my team to 15 engineers as our maintenance base grew and our service offerings increased. I also assembled a very impressive group of engineers skilled in multiple vendor platforms as well as networking. This allowed Source to expand our service offerings to include VoIP PBX systems, Call Centers, and Unified Communications.I helped to define SLA’s for Source maintenance customers and I developed metrics to accurately track my team’s performance.

As a Senior TAC engineer I supported Source maintenance/Non-Maintenance customers by troubleshooting and correcting problems, performing moves/adds/changes, and provided consulting services on Avaya Key systems, (Partner, Legend, Magix, and IP Office) and PBXs (S8700, S8500, S8300, Definity G3R/SI/CSI). I provided Tier III support and training for the rest of the TAC group on the Avaya PBX server platform (S8700, S8500, and S8300). This support greatly reduced Avaya technical support charges. I pre-programmed and/or installed systems for high-profile maintenance customers. I was the Lead Engineer on the Source S8710 installation. I demonstrated my leadership abilities by becoming one of Source’s top engineers within my first year of employment and receiving employee of the quarter before my second year. I led my team from a traditional TDM environment to the new server based VoIP PBX systems on the Avaya platform. My leadership and training allowed my team to become more proficient at VoIP based platforms and Call Centers as well maintaining the traditional PBX systems.

Implementation of multi-platform PBX systems and adjuncts. Systems included Rolm, Nortel, Avaya, Sprint, and Toshiba.

As a Paging Systems Engineer I repaired, installed and maintained many types of paging transmitters, satellite receivers, and their related control circuitry. I proficiently maintained and monitored the paging switch, satellite links, and traffic sharing data links with Snider Telecom's strategic partners while working to enhance system integrity. I assisted in the building and wiring of Snider Telecom's new control center, which included: Installing and wire-wrapping DSX panels, installing and configuring NEC channel banks, re-establishing microwave links, moving the paging terminal, and re-establishing satellite links with over 50 remote transmitter sites. My duties as Engineering Coordinator were to coordinate the day-to-day operation of the Engineering Department including but not limited to: parts order, logistical support for field Engineers, database maintenance, and dispatch to remote satellite sites, and processing and assigning job requests. During this time I also served as the Network administrator for Snider Telecom's Local Area Network and administrator for the inter-office Nortel SL1 system and the Amtelco voicemail system used in Alpha Numeric Paging.

I Troubleshot problems with two-way radios, cell phones, and pagers using schematic diagrams, flow charts, and other electronic blueprints. I also helped to maintain the CARS local paging system which included working with transmitters, repeaters, and some radio tower work.

Military Occupation Specialty 5923, IHAWK Radar Repair Technician. Operation Desert Storm Veteran.Duty stations included Ft. Bliss, Tx, MCAS Cherry Point, and MCAS Yuma, AZ.