Experience

• 

  Qualcomm

  • United States
  • Telecommunications
  • 700 & Above Employee

  • IT Engineer, Senior Staff

    • Nov 2020 - Present

  • IT Engineer, Staff

    • May 2014 - Nov 2020

    Driving strategic vision and realization of Qualcomm's global Collaboration infrastructure (voice and video). Recent successful projects include migration of Telephony services from PRI to SIP in EMEA region, implementation of a new dial plan across 60K+ endpoints in 20+ countries and transitioning our contact center QM and WFM solution from Verint to Calabrio One.Unified Communications Engineer with experience supporting the following Cisco technologies:CUBE Integrated with Multiple SIP ProvidersUnified Communications Manager 9, 10, 11Unity Connection 9, 10, 11Expressway for Jabber - iOS, Android, Mac, Windows.Emergency ResponderTMS, TMSXE, TMSPE, VCS, Conductor, Telepresence Server 8010, 7010, vTPSTelepresence Immersive Systems, SX-10, SX-20, MX, EX, DXEnd to End Encrypted Audio, Video and SignalingVMwareCisco UCS-220, USC-230 serversSecure Logix Voice Firewall and reportingCisco IP phones - 69xx, 79xx, 78xx, 88xxLead Voice Engineer for Contact Center Telephony with the following solutions:Ayava CM 6Avaya AES and Experience PortalAvaya CMS/CenterVuAvaya Contact RecorderAvaya EliteMultiChannelAvaya 1x/1xAgentVerint and Calabrio QM and WFO productsNuance Speech Attendant

  • Manager IT

    • Jul 2005 - Jun 2014

    Provided leadership and direction for Engineers, IT Coordinators and Technicians responsible for Telephony, Field Service and Hardware Asset Management needs of Qualcomm employees worldwide. My teams consistently performed, closing in excess of 50,000 trouble tickets per year. • Scope, plan and prioritize multiple project deliverables based on dependencies and changing business needs. These projects ranged from 600 employee site establishments to technology deployments on a world wide scale.• Tier 1/2 Telephony Engineering lead. Designed a metrics-based performance rating system intended to create an environment where performance and achievement are recognized and rewarded. Determined merit increases, cash bonuses, and stock awards for employees based on their performance during the review period. Resolved all customer issues that are discovered as a result of customer surveys. Served in a Project Manager role on multiple cross-departmental projects. Responsibilities included: resource allocation, hardware coordination, timeline adherence, documentation, and managing customer expectations. Worked closely with partner service groups to improve existing processes and create efficiencies that help drive customer satisfaction. Created and documented several process improvements designed to either align with new policies/procedures or improve efficiencies. Continued oversight of 5,000+ employee relocations per year. Recipient of 30+ Qualstar Awards for exemplary customer service and outstanding performance.