•SME for all voice, video, and conferencing-related technologies.•Lead engineer responsible for voice, video, and conferencing services in 7 data centers with 21 offices worldwide.•Lead engineer responsible for the design, implementation, and support of 56 Telepresence rooms, 29 MTRs, 2600+ phones, 4 CUCM/IM&P/Unity clusters, CER cluster, 3 Expressway clusters, UCCX cluster, TMS, TPS cluster with Conductor, CMS with CMM, UACs, Kurmi for voice provisioning, and TIMs Enterprise for CDR billing.•Lead engineer responsible for the design, implementation, and support of cloud services such as Vyopta for video conferencing monitoring and statistics, Logic Monitor for monitoring of UC services, Zoom, MS Teams, WebEx with hybrid video mesh, and InformaCast Fusion for emergency alerting via the Cisco voice platform.•Lead engineer responsible for the design, implementation, and support of PSTN services delivered by ATT via PRIs, China Telecom via PRIs, Masergy via SIP, Lumen via SIP, and SBCGlobal via Direct Routing.•Lead engineer responsible for the design, implementation, and support of MS Teams voice and video services. This includes Pexip/Cisco CVI for video interop and 2 Ribbon SBCs in Azure with Direct Routing.•Lead engineer responsible for the design, implementation, and support of Cisco UCS Servers, VMWare ESXi, and Vcenter environment.•Serves as an escalation point for all voice, video, and conferencing services P1/P2 incidents.•Other engineering responsibilities include maintaining secure systems, proactively patching security vulnerabilities, maintaining current system versions, managing Windows Servers, management PKI certs, management of users and groups via (AD, Entra ID, and O365), PowerShell Scripting for management of MS Teams, management of DNS, management of DHCP, management of VLANS, change management manager, and management of system backups.

C1 Cloud Services Management•Managed and maintained C1 cloud services, including:•Acano server (CMS) with customized branding and Lync integration•Cisco VCS Control/Expressway for cloud registrations•Cisco CUBE 3900/2900 series routers for PSTN access•Password management tools and directory services for cloud service authentication•Cisco Telepresence Servers for multipoint conferencing with Conductor•Cisco TMS for cloud management of registered devices, including phonebooksData Center Management•New York and California Data Centers: Implemented and maintained C1 data centers, involving:•5-host VMware clusters in each location, supporting 80 virtual servers for cloud services•EqualLogic PS SAN storage solutions in each location•Clustered ASA 5510 firewalls in each location•Cisco 3750 switch stacks in each location•Cisco 3900/2900 series routers for PSTN accessManaged Services Customer Support•Onboarding and Management: Managed the onboarding process and ongoing support for assigned Managed Services customers, utilizing technologies such as:•Cisco Call Manager for voice and video (versions 8.6 - 11.5)•Cisco Jabber I/M Presence•Cisco TMS with PE and Exchange integration•Cisco Telepresence Conductor and Telepresence Server (both physical and virtual)•Cisco VCS Control / Expressway, Core / Edge•Cisco Meeting Server / Acano with branding and Lync integration•Cisco Codecs (MX, SX, DX, IX, and C series)•Codian ISDN gateways and MCUs•Polycom Codecs (HDX and Group series)•Cisco Telepresence Content ServerCustomer Engagement and Documentation•MVS Review: Conducted weekly reviews with customers, covering projects, incident reports, bug reports, and maintenance windows.•Documentation: Created and maintained documentation of customer environments during onboarding and subsequent management changes.Escalation•Escalation Point: Acted as the primary point of contact for ticket escalation for assigned customers.

IT Administration and Support•Server, Network, and Workstation Administration: Provided comprehensive administration and support for servers, networks, and workstations in a 100-user environment running Windows XP, VISTA, 7, Server 2003, and Server 2008.•Network Management: Ensured the availability and maintenance of WAN/LAN networks.•Active Directory and Exchange: Managed Microsoft Server 2003/2008 Active Directory and Exchange environments.Hardware and Software Management•Hardware Deployment: Configured and deployed switches, routers, workstations, laptops, servers, surveillance cameras, Avaya phones, Android phones, and iPhones.•Software Deployment: Configured and deployed software and updates using SCCM 2012 and WSUS, with thorough testing on virtual machines before deployment.Security and Maintenance•User Accounts and Policies: Created and maintained user accounts and policies within Active Directory.•Security Measures: Implemented and maintained internet filtering, security patches, and enhancements on servers and workstations.•Firewall Management: Managed and maintained three SonicWALL NAS 2400 firewalls.Specialized Systems and ApplicationsStorage and Virtualization•Storage Management: Managed and maintained Dell EqualLogic PS4000 SAN (RAID 50).•Virtualization: Managed and maintained a Hyper-V virtual environment of 11 virtual machines.Telecommunications and Systems•Avaya IP Office: Managed and maintained the Avaya IP Office phone system and Avaya VOIP phone systems.•Backup Solutions: Managed Symantec Backup Exec 2010 and implemented Microsoft DPM 2012.•Database Management: Managed and maintained SQL Server 2005, Access databases, and user accounts/security in the Macola ERP system.•Exchange 2010: Implemented, managed, and maintained an Exchange 2010 environment.•Citrix XenApp 6.5: Implemented, managed, and maintained a Citrix XenApp 6.5 terminal server.•Mobile Device Management: Implemented, managed, and maintained MaaS360 MDM.

IT Administration and Support•Server, Network, and Workstation Administration: Provided comprehensive administration and support for servers, networks, and workstations in a 40-user environment running Windows XP, VISTA, 7, Server 2000, 2003, and 2008.Hardware and Software Deployment•New Hardware Configuration: Configured and deployed new hardware including switches, routers, workstations, laptops, servers, surveillance cameras, ShoreTel VOIP phones, Blackberry, and Nextel phones.•Software Deployment and Testing: Deployed software and updates using SCCM 2007 R3 and WSUS, thoroughly testing updates on virtual machines before deployment.Security and Account Management•Active Directory Management: Created and maintained user accounts and policies within Active Directory.•Security Implementation: Configured and maintained internet filtering and security on workstations; applied security patches and enhancements on servers and workstations.Network and Virtualization Management•VLAN Configuration: Configured and maintained VLANs on Adtran, Netgear, and Dell layer 3 switches.•VOIP and Firewall Management: Configured and maintained a Edgemarc 4552 VOIP router and firewall.•Hyper-V Management: Managed and maintained a Hyper-V virtual environment consisting of 8 virtual machines.System and Application Management•Exchange and Blackberry Server: Managed and maintained the Exchange 2003 environment and the Blackberry Enterprise Server.•Telecommunications and GPS Systems: Managed and maintained the ShoreTel phone system, the Sprint/Nextel account and phones, and the XORA GPS tracking system for Nextel phones.•Printing: Managed and maintained a fleet of ten Hewlett-Packard LaserJet printers.

IT Administration and Support•Server, Network, and Workstation Administration: Provided comprehensive administration and support for servers, networks, and workstations in a 100+ user environment utilizing Windows XP, Server NT, 2000, and 2003.•Resource Management: Ensured the availability and performance of WAN and LAN resources in a Microsoft NT/2000/2003 Server, Active Directory, and Exchange environment.Research and Deployment•Technology Solutions: Conducted research on networking and application solutions for organizational deployment.•Workstation and Laptop Distribution: Prepared and distributed workstations and laptops to end-users, including imaging and configuration.User and Security Management•Active Directory Management: Created and maintained user accounts and policies within Active Directory.•Security Implementation: Implemented and maintained internet filtering and security measures on workstations; applied security patches and enhancements on servers and workstations.Systems and Application Management•Server and Database Management: Managed SQL 2000/2005 Servers, Access databases, Seagate Crystal reports, and Vantage and Macola ERP systems.•Telecommunications and Network Management: Managed Avaya VOIP phone systems, Cisco routers and switches, Adtran routers, Cisco VPN access, and Blackberry Enterprise phones.•Payroll System Management: Managed the ADP payroll system.

Store Operations and Technical Management•Operations Management: Managed store operations to achieve daily financial goals and prepared comprehensive daily reports.•Staff Training: Oversaw the training of staff members to ensure efficient store operations and high-quality customer service.•Technical Support and Maintenance: Handled troubleshooting, PC repairs, maintenance, virus and spyware removal, and system upgrades.•Implemented and maintained network and security systems to ensure robust and secure customer networks at customer locations.