Jacob Webb Email & Phone Number

Charlotte, North Carolina, United States

• Retained responsibilities from previous roles• Serve as the designer and SME for Cisco Unified Communications (on-premises suite including Communications Manager, Unity Connection, Emergency Responder, and VCS Expressway)• Migrated several contact center solutions (Five9 for voice, LivePerson and LiveAgent for chat) to NICE inContact• Serve as technical team lead and developer for CCaaS, supporting internal business partners to develop scripts that meet the requirements while proving feedback to ensure the delivered product aligns with the needs versus the ask• Added a new Work Item channel to the omni-channel contact center for routing of Salesforce cases• Serve as the point of contact for all incoming development and engineering features, changes, and rollouts; gather requirements and convert to technical deliverables; draft design documentation for signoff; and develop solutions according to agreed upon designs

Charlotte, North Carolina, United States

• Retained all responsibilities from Collaboration Engineer II role• Served as the Unified Collaboration practice lead, mentoring junior engineers and administrators• Configured, maintained, and supported a mixture of premise- and cloud-based solutions• Transitioned a largely office-bound workforce to work-from-anywhere with the rollout of Cisco Jabber and Five9 VCC softphones in response to the COVID-19 pandemic• Migrated the internal meeting platform from Cisco Webex to Microsoft Teams to fit evolving needs• Built materials, performed training, and provided refreshers for business technologists and support personnel

Charlotte, North Carolina Area

• Responsible for the design, implementation, and support of the Cisco collaboration environment, including voice, video, and other systems-- Maintained the existing Avaya IP Office phone system and created documentation during eight-month transitional period• Interpret and translate business needs into technical solutions, providing continuous improvement-- Designed and implemented the Five9 Virtual Contact Center platform to meet PCI standards -- Mentored team members for continued support of the design-- Partnered with business trainers to build educational documentation and assisted with classes• Monitor system-wide backups and perform infrastructure upgrades• Provide personal support to business teams that include call center agents• Perform regular checks to ensure the health of all systems, both physical and virtual• Serve as the liaison and technical representative for contact center providers and business leaders• Provide final tier of support and troubleshooting for voice, video, and contact center• Train administrators in basic troubleshooting and documentation for tier II support• Keep current with security vulnerabilities and patch to resolve any relevant issues

Billerica, Ma

• Was responsible for the global design, implementation, and support of Cisco phone systems-- Upgraded one Contact Center Express, four Communications Manager, and six Unity Connection clusters from 8.5 to 10.5-- Developed a Python program to inventory unlicensed users in the voice environment-- Deployed two new Communications Manager and three Unity Connection clusters in SouthKorea and Taiwan-- Added ten new sites as SRST deployments in the US, China, Singapore, and Japan• Globally deployed Cisco Jabber for chat and voice capabilities-- Configured Single Sign-On (SSO) with Active Directory Federated Services (ADFS) to WebExMessenger (Jabber) and WebEx in the cloud-- Integrated WebEx Messenger with six Communications Manager and nine Unity Connectionclusters via two VCS-Expressway pairs (Edge and Core)-- Wrote a Python program to create devices in Communications Manager to support Jabber onPC/Mac, tablets, Android, and iOS• Designed, configured, and deployed a new Meraki standard wireless solution after corporate acquisition-- Replaced Aruba Wireless, Cisco autonomous, and inherited Meraki access points-- Created heat maps to monitor activity and usage to make adjustments to the environment• Continuously trained regional desktop support personnel in day-to-day support of phone systems,including basic troubleshooting and moves, adds, and changes (MACs)• Maintained the video landscape in conjunction with the support vendor• Collaborated with other departments on various projects as needed

Billerica, Massachusetts

• Deployed a Communications Manager cluster with two Unity Connection clusters to support all European offices• Upgraded all Catalyst switches in the Yonezawa manufacturing facility and Tokyo sales office in Japan-- Managed the local resources to ensure the successful replacement of eight switch stacks in asingle weekend across two sites while keeping to the agreed-upon maintenance window • Worked as part of a team to open a new manufacturing facility in Bedford, Massachusetts-- Assisted with the switch deployment, configuration, and wiring-- Configured and deployed Aruba wireless controller and access points-- Designed and implemented a Cisco voice solution as SRST to the US cluster-- Worked to design two new video conference rooms and oversaw construction and installation• Converted the Wonju and Bundang, South Korea offices’ Cisco CME deployments to SRST• Developed a global internal dial plan for on-net free calling site-to-site• Upgraded the Aruba Wireless landscape from 802.11abg to 802.11abgn

Billerica, Massachusetts

• Took ownership of all Nortel phone systems worldwide for daily support, including MACs and basic troubleshooting, while working with varied local vendors for hardware support• Responsible for decision to move to Cisco for global standardized voice solution, plus design, implementation, and project management-- Deployed five Call Manager Express (CME) systems with Cisco Unity Express (CUE) across Europe and Asia-- Deployed one Contact Center Express, four Communications Manager, and eight Unity Connection clusters regionally across the globe-- Added eight SRST configurations for small and remote office locations• Helped design an isolated network for manufacturing SCADA systems at corporate headquarters to beused as a template for global deployment in the future• Performed network replacement and upgrades at several sites globally

Billerica, Massachusetts

• Co-led the Tandberg video conference roll-out project-- Performed C-level and super user training-- Coordinated efforts between global desktop support and installation vendor-- Maintained support documentation with site contacts, addresses, and serial numbers• Provided desktop support for all Massachusetts-based and regional field employees• Responsible for choosing, designing, and implementing a global wireless solution to replace the pre-existing multi-vendor autonomous environments• Served as a backup for the US voice engineer, providing day-to-day support of national phone systems• Performed basic Cisco network switch troubleshooting and configuration tasks

Billerica, Massachusetts, United States

North Andover, Massachusetts

Bedford, Massachusetts

Bedford, Massachusetts

Bedford, Massachusetts