Spectrum Enterprise Division, Voice Trunking Restoration. MSO is now ENOC. Daily carrier-grade troubleshooting on voice trunks, SIP, PRI and FXS with Cisco, Adtran, Audiocodes and InnoMedia. Troubleshoot PRI and SIP over Fiber and Coax across Legacy networks of Time Warner Cable, Charter and Bright House. Isolate root cause of media quality including one-way audio, DTMF and Fax. Assist field tech level 6 onsite with demarcation test, voice gateway conversion, rebuilt and replacement. Collaborate with Enterprise Technical Support, Voice Operations and Technical Order Fulfillment to restore critical telecommunications services. Primary resource for evenings and Saturdays. Perform weekly 24/7 on-call duties once every 9 weeks.Ciena OCA certified (Fiber-Optics) certified until 2026CWNP CWNA certified (Wireless) certified until 2027Netscout Sightline and TMS (Cyber Security)

We master lease luxury properties and provide short term rental to affluent VIPs and vacationers. We offer exotics such as yachts, private jets, helicopters and supercars (Ferraris, Lamborghinis, etc). For owners, we are a source of revenue stability and we maintain properties equal or better than their original condition. We have multiple properties in Miami, Florida. Business dissolved July 2020 due to disruption during Pandemic in the tourism industry.

Deliver administrative and engineering support for Operational and SSR tickets, assist Helpdesk Operations on frontline capture of UCCE ticket issues. Be the subject matter expertise for Call Routing, RTMT for CUCM cluster A and B UCCE CUCM performance, Finesse troubleshooting, QoS, UCCX IPT Jabber and Unified Communications, UCCE contact center enterprise and UCCE scripting projects to meet California Consumer Privacy Act (CCPA) and other projects to expand or add few functionalities to a call flow dealing with Precision Queue, announcements, etc.

LEADERSHIPA team first and synergetic environment goes a long way to achieving our goals and hitting our milestones.BUSINESS INTELLIGENCEKey leadership in IT to engage Business Unit. Lead pilot programs to assess viability of new and emerging medical device markets and continuous assessment in the efficient use of Certified health professionals to best capture high profit margins centers.WORK FORCE MANAGEMENT / QAPrimary technical lead and PM for NICE’s WFM and QA Upgrade and Cloud initiative from 4.6 on-premise to 7.0.1 Cloud Hosted. Technical tasks include planning and execution of XML and Smartsync integrity while adhering to stringent Apria’s Security requirements. Redundant design of VPN, Circuits, Routers, Firewalls, etc. Hence multi-circuits Diversity LEC and dual SM fiber circuits load-balanced, fully secured by dual Checkpoint firewalls inside vendors DC. Build long lasting relationship with WFM business leaders to ensure we speak the same language and have the same values working as one team. When facing challenges, be at the frontline to communicate clearly, hold all parties responsible and do whatever it takes to get the job done.NETWORKINGEngage with Apria Network Operations group for projects related collaboration in getting multi-vendor routing and firewalls tunnels to go through, bidirectional and to meet stringent Apria Security requirements. We have Cisco, Brocade, Checkpoint and ASA; we pipe Layer-2 EF real-time traffic to India and overseas all while pinning the SIP media within Session Border Controllers located in the United States. DEVELOPMENTContribute to Apria's Development Group telecom's delivery capabilities, be the technical POC to ask questions to assist business in making sound decision for UCCE applications. Lead special cutovers for Busienss E-initiatve. Develop, maintain and troubleshoot Cisco Collaboration ICM, CVP and VXML IVRs and scripts.

Responsible for weekly report of all engineers, runs the Mitel's enterprise voice service delivery arm of 130 global bank offices and branches for stability, resiliency and scalability to meet audit and compliance standards for East West Bank. Prioritize daily 30+ projects and tasks types to meet deadlines, lead meetings with internal Business Unit for all Contact Center related inquiries, help identify Contact Center pain points and offer solutions to help resolve them quickly and efficiently. Provide reports to help BU to forecast and to adjust and tweak KPI.Provide coaching and mentoring to engineers, drive vendor support and meetings work with Dev team for ACD screen pops with CRM, drive to improve network monitoring tools to help identify RCA, identify short and long term risks, lead emergency 911 and teleworker projects, create and maintain weekend support initiatives, ensure success of branch merger and site move cutover, assist in financial billing inquiries and cost center corrections.Mentor, assist and provide Policy and Procedures for greater China, Hong Kong, Shanghai, Beijing and Taiwan.

INFO MGMT MGR I:
 Working under Xerox (Atos), Lead VoIP transformation across 26 agencies 146 sites. Led kickoff, cutovers and critical care, site assignments, E911 plan and execution, cabling, wiring, network collaboration, QRF, UAT deliverables, maintains security clearance. COUNTY OF ORANGE:Healthcare HCA, Social Services SSA, Hall of Administrators HOA, County Counsel, Waste and Recycling, Sheriff OCSD (on hold), District Attorney DA (on hold), Public Defender PD, Courts, Jail, Grand Jury, Tax Assessor, Register of Voters, Child Care, Probation, OC Parks, etc.
PBX WE TRANSFORMED: Nortel SL100 Central Office switch (ongoing), Nortel Meridian 1, Option 11 PBX (HCA C29 and SSA N17 site), BCM 50 and various key systems, BCM 400/450, Nortel VoIP PBX (site C62V), Shortel IP PBX (public defender site C55), etc.VoIP used exclude Data:VG 204/224/310, 2921, 2951, 3925, 3945, PVDM3’s, Catalyst 3750, 3850, 7841, 8851, 7965, 8831, 6901 IP phones, sidecars AOM for 8851. Cisco CUCM v9.1, v8.6.x, Unity Express, Cisco Emergency Responder, UCCX, RTMT.
Xerox Business Services sold to Atos July 1st, 2015. Originally earmarked for promotion to Manager II over 5 departments (cabling, circuits, network, voice, contractors) before the acquisition politics took over.

Cisco VAR: Responsible for successful delivery of Cisco UC projects ranging from setting up a branch sites completely from scratch to pvdm3 video conferencing, Healthcare ACD transformation using 8941 / 8961 video phones and training customers. Understand all aspects of Call Manager for call processing, configuration, serviceability, upgrade, Cabling: TIA wiring standards, infrastructure power requirements, CUCM Low-Level Design Documentation, HA, DR, E911, licensing, maintenance and backup. Successfully work with customers such as IEHP, Glidewell Dental, Exchange Bank, Price Smart among others.Notable unique project:Upgrade CUE v2.1.2 to v7.1, Cisco CUE license migration.Successful completion of contract.

Responsible for day to day administration of Verint Impact 360 for enterprise wide Cisco Contact Center Enterprise’s Workforce Management and Quality Monitoring. Cisco ICM for pre-call processing Enterprise ACD agent ID database and contact center queues. ACD agent screen recording to meet HIPAA compliance. Call Recording server maintenance and monitoring across WAN traffic. Audio recording integration configuration (Cisco CUCM and Verint WFM) for enterprise agents in Viewer. Collaborate with CVP IVR developer for UCCE platform with ICM. Project management of Operations for the delivery of 298 physical and virtual servers. Maintain strict adherence to HIPAA compliance across all processes, communications and information exchange.UCCE enterprise platform 8.6.x w (ICM, CVP, QM, WFM, Call Recording, etc.) with 9,000+ ACD agents worldwide.Successful completion of contract. Was offered full-time by IT Director but global Hiring Freeze prevented that transition.

Implement Cisco's Best Practice Design in Unified Communications across sites for stability, scalability and manageability. Cisco Call Manager v6.x (VoIP PBX), internal engineering support, Add/Move/Changes, maintenance and upgrade. Explore ways to leverage technology to increase sales efficiency whenever possible such as CTI integration with Salesforce / Powerdialer, ACD reports. RTMT monitoring of sales team outbound bandwidth load balancing, MTP transcoding resource and management of multiple CTI Manager resources with 2 TSR programs running at the same time. Provide monitoring and recording in Call Center environment and CRS scripting to handle custom applications. Upgrade LAN and WAN infrastructure using Cisco's Best Practice, put redundancy where critical such as Power & Voice systems, QoS Policing and Traffic Shaping across WAN and plan migration strategies for CM 6 to 7/8.5 and UCCX 5 to 7/8.
Was in the last group after 8 rounds of layoff before Company filed Chapter 11.

Support legacy telephony system with NEC NEAX2400 PBX. ACD command based vector-based programming. System used: UCCX 17 canned and custom KPI and reports, Octel voicemail, Metropolis Office Watch call accounting, Navterm ACD terminal and Call Logging. Telco copper-line punch-downs and troubleshooting. Transformation in a 12-month period to Cisco Unified Communications 7.1 platform for a 700+ premium seat license across 5 dental companies housed across 2 building campus environments. Job responsibilities include meeting the daily demands of our internal BU customers such as add, move, changes, Contact Center ACD updates and changes, IVR maintenance, fax machines diagnostic, Rightfax server, Toll resporg DR management, telecomm circuits and cabling, T1 and MB circuit extension, mobile phones and Telecomm tickets with Cisco TAC. Primary lead person responsible for day to day administration of Unified Communications in Call Manager 7.1, route-pattern programming, Contact Center Express 7 and Unity 7. Provide reports for Contact Center managers and maintain live status management view of call queue, agent state, call monitoring and recording. During Cisco Unified Communications 7.1 migration, worked with Cisco Gold vendor in all phases of documentation, doc review and revisions, dial-plan design, pilot testing, toll-free number consolidation and test-and-turn-up with AT&T Global carrier. Post install responsibilities include training for general population and executive administrators; multi-button and Intercom customization for senior CEO/VP executives. In addition, I manage services to over 45+ Directors/VPs/CEOs for their wireless cellular needs when traveling internationally.