• Evaluate Customer’s needs and create solutions based on those needs◦ Carry out audit of customers' AVAYA product infrastructure and develop upgrade plan to best suit customers' business. Focus on minimal down time for customers and end users.◦ Collaborated with AVAYA Sales and APS team to win $2M contract on AYAYA Aura 8.1.X upgrade of Global customer solution.◦ Collaborated with customer to improve design of their Audio-Conferencing solution. Which increased capacity and reduced their costs on 3rd party conferencing.• Examine customer data and voice typologies to assist in modeling, analysis and planning within lab◦ Work with customers to design and build labs that replicate production environment for software certification and service request replication. Allow customers to perform full-functionality custom testing of new software before deploying to production environment, reducing any risk of deployment issues, allowing updates to be transparent to end user. • Plan new AVAYA product installs/upgrades and, prepare customer training and hand off documents and testing on AVAYA CM, ASM, AES, SMGR, CMS, AEP, AVP, MX, SAL and Avaya Solution Platform◦ Perform installs/upgrades of all AVAYA Aura Suite in customers Lab environment. ◦ Design certification and testing documentation with customer for complete certification process. ◦ Work directly with customer and provide in-depth knowledge transfer of new features, and process for each new release of AVAYA product. • Stage Avaya products on Bare Metal Servers, VMWare/AVP Cloud Virtualization Platform in both lab and production environment.• Debug any issues that occur, working with Support /Development to implement fixes using proper root cause analysis • Work with Avaya Development and Dev Connect to implement custom implementations many Avaya products

• Member of AVAYA Capsule, supporting top 5 AVAYA customers◦ Each capsule team consisted of members with unique product skills used in collaborating support and complex customer product environment.• Installation and support of the Avaya Audio Conferencing Bridges which required knowledge of AVAYA CM, ASM, and SMGR• Performed many onsite/remote installations of AVAYA Audio Conferencing Bridges◦ AVAYA S7000, S700 and Meeting Exchange Audio Conferencing Bridges.• Configured audio conference bridge to meet customer needs• Hardware and software testing of all Avaya conferencing equipment◦ Audio Conferencing Bridges running on both bare metal HP or Dell server and Cloud Virtualization hosted on XEN or VMWare.• Performed thorough investigations and research as needed to resolve technical issues◦ Often pulled into critical account customer escalation and collaborated many customer and AVAYA business teams. Escalated any issues with the bridge to engineering in order to resolve design flaws and issues with equipment.

• Performed many onsite/remote installations of AVAYA Audio Conferencing Bridges• Configured audio conference bridge to meet customer needs• Plan new AVAYA product customer training and hand off documents.• Collaborate with AVAYA product sales team to ensure customer requirements are delivered.

◦ Stage Spectel S7000 Conference Solution for customers environment. ◦ Design certification and testing documentation with customer for complete certification process.◦ Managing Licensing for all customers Conferencing Applications. ◦ Work with Technical team to plan and design custom large Conferencing Applications installations.