New York City Metropolitan Area
• Unified Communications professional with over 20 years of experience with networking, firewalls, Video Conferencing, Telepresence, Unified Communications, on premise and cloud based global deployments • Technical engineer with exceptional troubleshooting and analysis skills in networking and Unified Communications • Manager with proven track record of hiring, motivating, mentoring, and developing employees • Trainer who developed and delivered targeted in depth product training to technical engineers and c-level executives • Subject Matter Expert for Scopia and Avaya Equinox product lines • High proficiency in designing, deploying, monitoring and supporting complex Unified Communication networks • Project Management of high profi le customer deployments • Customer advocate before Product Management and Development teams • Documented and created Knowledge Base articles for customers and engineers • Security Clearance
Tier 3/4 Support for pre-sales and post-sales engineeers resolving issues with high level complex deployment integrations. Act as liason between R&D engineering and engineers/customers. Develop and deliver high level technical training to internal engineers and delivery of Unified Communications Training to integrators, resellers, partners and customers. Submit enhancement requests and follow through to incorporation in product lines. Design deployment and testing procedures for Proof of Concept testing. Provide network designs for integration of Unified Communications for resellers, service providers and end-users. Develop and execute test procedures for interoperability with 3rd party vendors. Develop documentation as training materials. Develop testing and troubleshooting procedures for internal engineers. Design,build and maintain training and lab environments including integration with CUCM, Cisco TP, Meeting Place, Microsoft Lync, Active Directory, MS Exchange, Avaya Aura Platform, Cisco routers, switches and firewalls and terminals from UC vendors.
-Interviewed, selected and trained engineers responsible for Global support for Radvision, Cisco OEM, Lifesize OEM customers. -Worked with engineers to resolve customer issues and when needed escalated issues to R&D -Designed and deployed support schedule for 24x7x365 including primary and alternate engineers and procuring technology to allow engineers to fully support customers -Managed and maintained Cisco accounts for all engineers and some R&D personnel. -Responsible for providing weekly reports for the status of all cases -Hosted weekly meetings with internal support staff -Participated in weekly status meetings with Cisco -Responsible for maintaining high level of global support for customers based on Cisco's requirements and metrics -Led support team to perfect Cisco random survey (BINGO) scores for the month of April 2010 -Maintained support team metrics that met or exceeded Cisco expectations -Procured materials for and promoted Cisco, Linux and Wireshark certification training for support engineers. -Developed and delivered internal training specific to support of customers
-Provided 24x7x365 support for Radvision and OEM customers -Team lead for other support engineers -Utilized network engineering skills to assist customers with new technology deployments and existing video infrastructure -Tested customer deployments in house in an effort to resolve issues -Used various troubleshooting tools (Wireshark, Baretail Pro) to collect, analyze and determine root cause analysis for issues -Instructed customers on installation, deployment and integration of Radvision video infrastructure into existing networks -Designed complex dial plans for customers -Received 3 Cisco CAP (Cisco Appreciation Program) Awards based on performs and support of Cisco customers, and sales engineers. Nominated for 2 additional CAP awards