Engineer Service

BRIAN SCOTT MIZELL

Austin, TX • 830-***-**** • *****************@****.***

linkedin.com/in/brianscottmizell/

UC Solutions Architect

Experienced, proven, top-performing Senior UC Engineer and Solutions Architect with unique and repeatedly proven skill set of designing, architecting and partnering with internal Devops teams to bring order to the chaos which is phone number and voice endpoint inventory management and orchestration. Deeply familiar with Agile development processes and multi-vendor unified communications, I will bring benefits to the organization such as phone number cost savings/avoidance by getting control of phone number inventory, reducing operational overhead through automation of UC asset lifecycles and optimizing IT support processes.

IT innovation comes standard.

2016 - Present Sr. UC Engineer & Automation Solutions Architect General Motors

Overview:

• Skype for Business deployment and support

• Transformed the Unified Communications operations space by designing and implementing new standardized processes, accountability, reporting and automation which achieved an average 50% improvement in incident and service request Time to Resolve metrics

• Established advanced predictive analytics Tableau reporting dashboards to identify operational problems proactively including device oriented poor call quality

• Identified new innovation opportunities and initiated partnerships across the organization to deliver solutions which benefit the entire organization

• Invented and lead the development of an internally produced voice operations management system which automates the full life-cycle of voice assets by integrating service management, engineering and operations workflows into a single cohesive software suite which was awarded a U.S. copyright

• Noted prominent innovator and top performer

• Lead for Global Telecom Workplace of Choice committee DID Management Vault Key Benefits:

• Skype endpoint provisioning from 4-8 hours per week to under 1 hour per week

• Over 71% improvement in Service Request TTR

• Over $2M annualized cost avoidance of 3rd party software licensing

• Skype for Business auditing capability

• Automation of UC endpoint lifecycles and automatic asset reclamation

• Elimination or significant reduction of mundane operational tasks providing engineers with more time to innovate and deploy

2017 Operational Transformation Results - Phase 1:

• Skype Incidents: 41% Time to Resolve improvement over 2016

• Skype Service Requests: 55% Time to Resolve improvement over 2016

• Cisco Back Office Incidents: 40% Time to Resolve improvement over 2016

• Cisco Back Office Service Requests: 48% Time to Resolve improvement over 2016 Summary

Work experience

2017 Unified Communications Organization Combined:

• Incidents: 40% Time to Resolve reduction over 2016

• Service Requests: 54% Time to Resolve reduction over 2016 2015 - 2016 Unified Communications Engineer III

Hewlett-Packard Enterprise

Overview:

- Subject matter expert and authority of ATM – an HP application used for the inventory and tracking of over 150k DIDs.

- Contributed significantly to the development of cooperative Skype for Business applications for the use of User provisioning and DID tracking.

- UC Engineer Workbook design approvals through peer review processes.

- HPE Enterprise Voice provisioning authority.

- Skype for Business solutions consultant for multiple HPI and HPE UC-integrated software platforms.

- SMART Lync/Skype for Business Room Systems support.

- Participated in several UC device test groups and providing detailed use-case reports.

- Provided comprehensive live training sessions to UC Operations team.

- Developed detailed training documentation for several advanced procedures involved in the management of Skype for Business.

2015 - 2015 Unified Communications Engineer III

Hewlett-Packard

Directly involved in the planning and migration of tens of thousands of Lync/Skype for Business Enterprise Voice Users, Common Area Phone devices, Response Group objects and Dial In Conferencing numbers between HP Inc. and Hewlett Packard Enterprise during the separation of Hewlett-Packard. Overview:

- Subject matter expert and authority of ATM – an HP application used for the inventory and tracking of over 150k DIDs

- UC engineer Workbook approvals through peer review processes

- Enterprise Voice provisioning authority

- UC consultant for multiple HP UC-integrated software platforms

- SMART Lync Room Systems support

- Participating in several UC device test groups and providing detailed use-case reports 2014 - 2015 Voice Operations Engineer II

Hewlett-Packard

Hewlett-Packard hosts one of the worlds largest deployment of Microsoft Lync 2010 and 2013. I participate in monitoring, troubleshooting, and configuration and deployment of hundreds of Lync servers and their dependent service components.

Overview:

- SCOM voice infrastructure monitoring.

- Troubleshoot and resolve voice application issues.

- Configure and manage MSR, SBM, SBA media gateways.

- Configure analogue voice appliances for VoIP integration.

- Configure Lync physical and virtual phones.

- Microsoft server and voice gateway certificate renewal.

- Enterprise scale DID management.

2014 - 2018 Bachelors of IT - Security

Western Governors University

Currently Enrolled - Planned Graduation Winter 2018 2007 - 2009 Biblical Studies Certification

Atlanta Leadership College

Education

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