Create feasibility studies and opportunity assessments of target markets for international expansionFormulation of entry strategy in chosen markets, including research and pricing analysesBusiness development including identification of potential sales leads across multiple business sectorSupply chain management and vendor sourcing to ensure production and supplyReview day-to-day business operations to understand what problems exist and whyIdeate scalable solutions to problems and present those analyses to business leadership

Global Contact Center Tier 3 escalation support for Verizon Enterprise CustomersDesign Thinking Team Lead in development of COE for VZ CCaaS Products (Advanced Comms)Give Contact Center expertise on custom bids, new customer acquisitions, and product improvementContribute direction and strategy on globalization of Contact Center Operations TeamLead & mentor Tier 2 engineers on Contact Center Architecture, Support, RCA, etc.Troubleshoot complex P1/P2 incidents via log analysis, call flow investigation, script changes, etc.Selected for Data Science Academy pilot program to develop AI/ML opportunities within Verizon

North America UCCE support for eLoyalty customers, including Fortune 500 clientsProvide escalation support including log analysis, call flow investigation, script changes, etc Leverage Cisco Toolset for support: Dumplog, OPC/RTTEST, PROCMON, SQL Mgmt, etcSupport complex environments w/ systems such as eGain, Outbound SIP Dialer, & Exony VIMMentor & train fellow engineers on Contact Center Architecture, Support, etc

SME for North America Cisco Contact Center OperationsProvide support & direction to the UCCE, VIM, & NICE PlatformsMentor & train fellow engineers on Contact Center Architecture, Support, etcBuild complex self-service IVR applications in CVP Call StudioDevelop, configure, and deploy Routing Scripts in ICM Script Editor

Focused on HCS for CC (CCaaS), UCCE Managed Services, and UCCE Projects.Build complex self-service IVR applications in CVP Call Studio 10Operate & upgrade HCS & HCS-CC environment including: CUCDM, HCMF, CCDM, PCA, etcStand up diverse UCCE/PCCE/HCS customer environments

Project Lead migrating of global Contact Centers from legacy ACDs to UCCE "Follow-the-Sun" ModelGuide customer through PPDIOO UCCE/ACD Discovery process and Business requirements gatheringCoordinate TFN/DID orders and porting between multiple carriers (SIP or TDM)Identify and implement Cisco Contact Center Scripting standards and best practicesProvide Contact Center mentoring and guidance to junior Voice Team membersMigrating 20 Global Contact Centers, with legacy ACDs or IPCC 7.x w/ IPIVR, to UCCE 8.x w/ CVP Develop, configure, and deploy Routing Scripts in ICM Script EditorDevelop, configure, and deploy VXML Server Applications in CVP Call StudioCreate Call-Flow diagrams to show routing decisions and verbiageProvide day 1 remote support to agents and supervisors

Configure Contact Center components in UCCE Configuration ManagerScript in ICM script editor and CVP Call Studio (Lab)Make changes in CVP Ops console and push out to CVP Call Server/VXML Server/Media Server Understanding of CVP Comprehensive SIP Call FlowAdd devices and CTI Route Points to CUCM for use with UCCEEnable Secure Messaging in CUC and integrate with ViewMailTurn up SocialMiner instance and setup mining of various social networksInstall, configure, and upgrade SRST routers, CUSP routers, and other Cisco ISRs and switchesCreate and troubleshoot dashboards in CUICAssist and shadow on various UCCE, CVP, EIM, and UC projects

Troubleshoot network connectivity and slowness (path determination, allowed subnets/ports, natting) .Collaborate and troubleshoot switchport connectivity issues within DC.Use network protocol analyzer (Wireshark) to troubleshoot network and identify allowed traffic.Determine VLANs and subnets for Radiology workstations and servers.Cross-connect wall-plate blocks to switch blocks - cat 5e punchdown.Assist network daily-production team with jack activations.Create network diagrams showing WAN connectivity, VLANs, subnets, natting, etc.Manage PACS, RIS, and Dictation systems.Administer multiple Windows 2000 & 2003 servers.Consult on workflow, setup, and implementation regarding PACS and RIS.Troubleshoot and modify systemic Radiology application settings.Administration and Clinical training on the functions and applications of PACS and RIS.

Provided Tier II support to 30+ companies via phone, email, or in-person.Hands-on troubleshooting LAN slowness and bottlenecks in Cisco Catalyst 3500 switches.Hands-on troubleshooting Cisco 6400 router(s) WAN connectivity problems with Sr. Engineer.Setup and maintained business network with 802.11N wireless AP.Interfaced with telco regarding MPLS connectivity issues.Created user accounts in Cisco ASA 5510s and 5505s allowing VPN access.Setup, maintained, and implemented various active directory and exchange tasks.Maintained Window 2003 and 2008R2 production servers.Assisted hosted customers through Hyper-Visor and Terminal Services.