Oversee the full lifecycle of the project implementation, including initial requirements gathering, solutions design, product development, customer training, system optimization, and ongoing support.Senior Professional Services Engineer• Led and facilitated discovery sessions with client success teams• Gathered and analyzed customer needs for business and technical requirements• Documented call routing requirements IVR call flow, voice user interface design, and technical specifications• Leveraged expertise in artificial intelligence. To implement and optimize CXOne Smart Assist (Ameli) solutions, enhancing customer interactions through AI driven automation and support.• Collected requirements for multi-channel solutions including CXOne Voice, Chat, SMS, Email, Dialer, and Digital Channels (Facebook, WhatsApp)• Led client meetings and provided regular management updates• Conducted QA testing for all IVR and call routing functionality• Developed detailed test plans for customers• Provided post go-live support to ensure smooth transitionsProject Manager• Managed end-to-end system lifecycle development for small, large, and global enterprise-scale projects• Developed cost proposals, performed risk analysis, and managed change control• Conducted business analysis, user needs assessments, and business systems design for major projects• Performed comprehensive cost/benefit analysis and prepared business cases• Applied Agile methodologies for efficient project executionSupervisory• Supervised junior and intermediate client staff and subcontracted personnel throughout the project lifecycle• Mentored NICE CXone staff on projects under your area of responsibility• Assisted in employee review and performance assessment processes

RingCentral Administrator

• Facilitating UCCaaS activation calls with customer, Verizon engineer, Verizon porting engineer, on-site technicians• Updating test plans during call, noting any technical issues that require additional follow-up• Leading troubleshooting discussions if necessary, and developing solutions for issues that occur during activation• Update activation information, meeting minutes, follow-up actions• Sending completion notices to internal and external staff• Lead Day 1 trouble reports from customer and assigning Verizon engineer to issue

Part of the Centralized Voice Engineering Team responsible for Nightly End-To-End deployments and managing Cisco Telephony systems for large scale, multinational customers. Project Manager is responsible for:• Interface with customer and the following AT&T teams to insure seamless deployment LCM or Sales team, WAN/LAN engineering teams, Field Services, Vendors • Develop and track activities in the IPT Project Plan • Communicate with customers to gather and document site and end user requirements • Confirm enablement of AT&T tools, which may include GPS, Prognosis, Cisco Operations Manager • Responsible for equipment provisioning • Responsible for scheduling and coordinating on-going change control and maintenance activities

UC VoIP Engineer• First and second tier support end user for 8x8 Cloud Communications and Cisco Call Manager.8x8 Cloud Communications:• Deploy 8x8 service, Polycom VVX phones, features and services. • 8x8 Contact Center Administrative and End User Support • Identify bugs, recommend where processes can be improved, and communicate that to our developer• Responsible for setup and installation of technical systems, applications, or process designs for client’s purchased or outsourced technology and business process solutions.• Part of the Telecommunications deployment team to Migrate Trimble divisions worldwide to 8x8• 8x8 Virtual Meeting Support• 8x8 Fax and eFax, migrating, administrator coordinate phone number porting from carrier• Manage installs, Moves, Adds and Changes of hardware, software and cablingCisco Unified Communications:• Cisco Call Manager versions 4.X-11.X • Cisco UCCX Contact Center administrator location(s) US, EU, AP, CHCH• Cisco Supervisor and Agent Desktop 10.0• Cisco Unity Connection• Cisco JabberTrimble, Inc. Other Responsibilities: • Extensive API Beta Testing for Corporate Business Sectors (8x8, SalesForce,Ring Central, Dialpad, LogmeIn, Polycom)• GoToMeeting and WebEx Administrator• Active Directory administrator• GSuites, Google Meeting, Hangouts, Voice• Technical Writing/Training changing software and hardware requirements, revisions, bugs, procedures, products, and integrations for Helpdesk and End Users• Vendor Management • Mobile administrator managing over 5000+ wireless and IOT devices • Manage carrier relationships (Verizon, AT&T, T-Mobile, Sprint, Tangoe, LogmeIn)• Perform weekly and monthly audits of all telecommunication charges with attention to departmental equipment, local, long-distance and wireless expenses.• Implemented worldwide dial plan

Certifications: Deploying Cisco UCCX• Manage communication systems, devices and services for company sites, e.g. Cisco Call Manager 4.X,7.X,8.5,10.5. Unity, Unity Connection and Cisco UCCX 7.X,8.6• Design, Implement and administer International call center applications on Cisco UCCX • Migrate new business acquisitions from TDM PBX to Cisco VoIP• Cisco Jabber• WebEx Administrator • Project managed new corporate onsite data center facility which includes telco and network cabling and racking • Coordinate the installation and troubleshooting of Telco circuits such as T1,T3, ISDN, DS3 MPLS• Implement worldwide dial plan• Manage installs, Moves, Adds and Changes of hardware, software and cabling• Install and support Polycom, Spectrum Wallboards and other Audio/Video Streaming equipment• Perform monthly audit of telecommunication charges with attention to departmental equipment, local, long-distance and wireless expenses.• Enforce telecommunication policies and ensure Sarbanes Oxley (SOX) compliant• Conduct cost analysis, make recommendations and coordinate projects.• Negotiate all telecommunication contracts; ensure service and support contracts are in place and craft long-term relationships with vendor’s objectives• Deployed and Manage Corporate Fax Server

Primary responsible for Nightly End-To-End Night VoIP migrations, demonstrating ownership of the entire process from beginning to end,• Lead Project Manager for nightly VoIP migrations. Successfully migrated over 4000 sites in 2014 with an average of 75 sites per week • Collect and review site survey information regarding VOIP systems, phone sets, network and technologies across the client's footprint.• Identify information from each site and record the information in our RSVM SharePoint database. • Ensuring supporting documentation is recorded for the implementation teams.• Act as the primary day-to-day single point of contact (SPOC) between EUC vendors and EUC project implementation team.

Dual role assignment responsible for Nightly End-to-end night Cisco Unity Connection migration, demonstrating ownership of the entire process from beginning to end, manage project timelines, building baseline schedules, and project initiatives I conduct risk analysis and providing communication to appropriate teams/personnel. VoIP Engineer role I was assigned to migrate large multi-site Unity clusters from Cisco Unity 4.x to Cisco Unified Connection 7.x. Consolidating current Cisco Unity Servers and migrated users, greetings and distributions lists to new Unity Connection servers. Decommission legacy Unity servers and performed Cisco cluster cleanup work on legacy Call Manager and Unity clusters to consolidate database. Provided first and second day support for branch cut-overs and resolved any issues that remained.

Certifications: NEC 2400, Neaxmail AD-40, ACD Global NavigatorManage communication systems, devices and services for company sites, e.g. NEC and Siemens/Rolm PBX and key systems.• Design and implement VoIP solution for company wide and international deployment. • Installed and support Unified Messaging • Coordinate the installation and troubleshooting of Telco circuits such as T1,T3, ISDN, DS3 • Manage installs, Moves, Adds and Changes of hardware, software & cabling as needed.• Administer Call Center ACD (Automatic Call Distribution) and IVR • Install and support Polycom, Spectrum Wallboards and other streaming Audio/Video equipment• Deployed and Manage Corporate Fax Server• Managed facility moves and participated in collocation moves • Maintain leading-edge knowledge of voice and data communications related technologies and their potential application to company's business strategies.• Perform monthly audit of telecommunication charges with attention to departmental equipment, local, long-distance and wireless expenses.• Enforce telecommunication policies and ensure Sarbanes Oxley compliant• Negotiate all telecommunication contracts; ensure service and support contracts are in place and craft long-term relationships with vendor’s objectives• Provide Desktop and Laptop support for local, remote and international users via telephone and remote administration tools. Mobile Responsibilities• Ordering, provisioning and managing our inventory of more than 500+ corporate cell phones used for both product development and business use. Blackberry, Palm, HP, Sprint/Nextel, Verizon, Cingular, Optus, T-Mobile • Installed and Administer Blackberry Enterprise Server • Negotiating and maintaining contracts with multiple cell phone carriers. • Assisting with day to day troubleshooting and maintenance of cell phones. • Forecasting and managing cell phone needs of internal departments. • Minimizing monthly and yearly costs

Certifications: Siemens/Rolm 9200,9005,9006, PhoneMailPrimary responsibilities is to answer and diagnose approximately ten phone calls per hour for service incoming to call center for phone systems and applications * Document repairs and requests in system database and other software applications for use by service center, field technicians and other Siemens entities* Repair and report diagnostics for customer's phone switches* Conduct research on behalf of customers on intranet for partner services, maintenance, and system modifications