Coordinate cross-functional migrations of standalone branch offices onto centralized Five9 and Cisco platforms; align design, scheduling, and stakeholder sign-off across network and solutions development. Serve as a liaison to Five9 technical account managers and project managers by tracking deliverables and open items to keep rollouts on schedule. Own infrastructure documentation, including process best practices and Lucid design drawings, to ensure consistent handoff and reference material. Coordinate evaluation of new vendor technologies and track pilot outcomes. Lead resolution of platform issues by coordinating across network, cloud provider, and vendor teams; manage Jira Kanban execution and daily stand-ups in an Agile rhythm.

Voice Engineer at Cigna Health Insurance

June 1, 2014 - July 1, 2019

Coordinate cross-functional handoffs for migrated branch offices, ensuring clean transition of ownership, systems, and documentation between teams. Document voice system processes and best practices to standardize support and end-user procedures. Perform configuration and upgrades of Cisco UC CallManager, Unity, and ER across concurrent projects. Troubleshoot voice-related issues including SIP, MGCP, and SCCP.

Voice Engineer (Contract) at VdArt Inc. (contract to FedEx Express Services)

October 1, 2013 - June 1, 2014

Led maintenance and support operations for the Cisco MeetingPlace 7.1 platform, including quarterly maintenance planning and stakeholder utilization reporting. Managed and tracked PRI gateway issues and configurations for Cisco UC CallManager, Unity, and UCCX deployments.

Voice Engineer (Contract) at VDart Inc. (to FedEx Express Services)

October 1, 2013 - June 1, 2014

Lead maintenance and support operations for the Cisco MeetingPlace 7.1 platform, including quarterly maintenance planning and stakeholder utilization reporting. Manage and track PRI gateway issues and configuration for Cisco UC CallManager, Unity, and UCCX deployments.

Voice Engineer (Contract) at ClearBridge Technologies / AT&T Consulting (contract to US Federal Courts)

July 1, 2012 - May 1, 2013

Assisted team lead with VOIP installations onsite for court houses. Collaborated with clients on pre-install tasks and timeline. Configured gateways and routers for implementations, cut voice lines to the new system, and performed testing.

Voice Engineer (Contract) at ClearBridge Technologies / AT&T Consulting (to U.S. Federal Courts)

July 1, 2012 - May 1, 2013

Assist team lead with VOIP installations onsite at court houses. Collaborate with clients to maintain pre-install tasks and timelines. Configure gateways and routers for implementations, cut voice lines to new systems, and run testing.

Network Administrator / Voice Technician (IT Systems TAC-SWAAC) at IT Systems TAC-SWAAC (contract to US Army)

May 1, 2011 - June 1, 2012

Collaborated with theatre-wide IT administration teams on coordinated infrastructure projects and provided technical analysis for network planning, engineering, and design. Responsible for operation and maintenance (O&M) of strategic communications for the 25th Signal Battalion, managing enterprise infrastructure for over 30K military and civilian customers. Supported multiple enclaves and distribution zones, managed switching and routing troubleshooting in a large-scale network, and provided technical analysis in planning, engineering, and design.

Network Administrator / Voice Technician (IT Systems TAC-SWAAC) at U.S. Army (TS Systems TAC-SWAAC contract) — Kandahar, Afghanistan

May 1, 2011 - June 1, 2012

Collaborate with theatre-wide IT administration teams on coordinated infrastructure projects and provide technical analysis for network planning, engineering, and design. Responsible for operation and maintenance (O&M) of strategic communications for the 25th Signal Battalion, managing enterprise-class infrastructure for 30K+ military and civilian customers across multiple enclaves and distribution zones. Troubleshoot complex routing and switching issues and provide technical analysis to support network planning and implementation.