Skills

PROFESSIONAL SUMMARY

US Military Veteran with thirty-five years of hands-on experience in voice communications support, engineering, management, and strategic planning with seventeen years specializing in the healthcare vertical. Extensive knowledge and experience with implementing and supporting a wide array of voice communications technologies and manufactures. Detailed oriented with the ability to use technology to the utmost limits. Constantly striving to improve systems\' functionality, and utilization leading to operational cost reductions. Excellent communication skills and a high commitment to exceptional customer support; public speaker and published author in technical magazines and contributing author to NENA E911 model legislation. Specialties:

• IT Voice strategic planning

• IT service implementation

• E911 MTLS implementation

PROFESSIONAL EXPERIENCE

Lead Associate

Booz Allen Hamilton- McLean, VA September 2011 ~ Present

• Lead the Booz Allen Hamilton Unified Communications Operations team, which encompassed six FTE and six contractors, to provide daily support by addressing 2000 incidents monthly and to ensure operational integrity of the voice enterprise systems, which includes 26,000 stations worldwide.

IT Voice strategic planning

• Reviewed and revised departmental policies and procedures resulting in a 53% reduction in requests that drove a reduction in support staff requirements and thus operational cost.

• Renegotiated maintenance agreements to tighten SLA, enhance support while reducing over-all cost $250k annually in 2014

• Lead an effort to resell unused equipment leading to over $150k in revenue IT service implementation

• Managed the firm\'s transition from ISDN to SIP trunking infrastructure to reduce cost by

$1M and improve service resiliency

o Deployed Oracle SBCs and ECBs to enable integration of SIP voice traffic between diverse systems

o Negotiated MPLS contract and managed the installation of MPLS circuits at each of our geographically dispersed data centers

o Porting 80k DIDs in a diverse infrastructure

• Lead the Unified Communications Operations team in the transformation from Avaya CM to Cisco CUCM and unity operational support

• Identified and addressed E911 risk for hoteliers by integrating two products IT Voice Engineering Manager

Inova Health Systems -Falls Church, VA October 1998 ~ September 2011 Managed both Telecommunications Engineering and Service Departments at various times during my tenure. Responsible for the implementation and ongoing support of all voice communications systems at all Inova sites. Prioritize support, requests, projects and monitor results to ensure that technical support team provides excellent customer service. Maintained all assigned systems and applications at 99.999% reliability. IT Voice strategic planning

• Lead the Systems overall Telecommunications systems Y2K assessments, resulting in numerous voice messaging system upgrades and the total replacement of the health care systems paging system.

• Spearheaded the development and ultimate migration of system office voice services department away from dispersed to centralized support o Created the departmental standards to improve manageability and security of the voice network.

o Developed and managed a $7M annual capital and operating budgets for the Enterprise\'s Telecommunications needs

• Spearheaded the complete redesign of voice infrastructure embrace technology and address system growth by both organic and acquisitions. o Developed an expanded dialing plan standard to meet the continuous growth of Inova and successfully managed the implementation of the new dialing plan throughout the enterprise

o Re-designed the CallPilot voice messaging architecture to successfully network the services which effectively saved $500K in capital funds by reducing the number of systems required

o Facilitated the purchase of conference bridge applications which resulted in a cost reduction of $100K annually

o Strategically managed both the public and private voice interconnections of the phone systems to ensure P01 availability. In 2010 my assessments and consequential infrastructure modifications resulted in a $100K operational annual saving

o Created and managed the execution of the Enterprise\'s voice strategic plan that includes a road map to enabling Unified Messaging, multimedia communications, VoIP, IP phone deployment, and Contact Center application.

• Conducted in-depth audits of the service providers invoices which resulted in over

$400k in credits due to overbilling

• Work closely with departments to assess repetitive or chronic voice issues and to develop solutions to address the reported issue

• Negotiated local and long-distance service agreements in 2006, 2008

Get In Touch