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Manager Service

Manassas, VA
March 11, 2019

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Derek K. Lanham Sr.



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


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 & 2011 which resulted in a $1.8M savings

IT service implementation

• Managed the procurement and implementations of a new NPA/NXX in order to simplify and consolidate Inova Fairfax Hospitals (703 504 & 703 776)

• Successfully project managed the provisioning and installation of all 50 Nortel phone systems which includes twenty-three CS1000’s, seventeen BCM Key Systems and ten Contact Center systems totaling 26,000 stations under budget and on time o Collaborate with the IT Networks team to ensure the data network was configured to support the deployment of VoIP phones successfully o Re-designed Inova’s private voice infrastructure to better utilize the SONET technology that resulted in a $40K annually savings.

• Manage the relationship between Inova and the local service providers and vendors

• Managed the procurement and successful implementation of ten Nortel Contact Center systems in order to support call centers across the healthcare system. Post implementation I consulted the contact center managers throughout the healthcare system to develop strategic plans to meet their business objectives by reviewing statistic and utilizing Erlang table “C” to analyze the call volume to agent availability ratio.

• Managed E911 across the healthcare system and manage PS-ALI database Senior Telecommunications Specialist

Inova Alexandria Hospital - Alexandria, VA (January 1994 ~ October 1998)

• Provided voice communications support including the PBX, voice messaging,local pocket paging system as well as the UTP and fiber infrastructure

• Lead total replacement of the UTP cabling plant and fiber optics infrastructure in 1996. Owner and Manager

Lanham’s Telecommunications Services (LTS) – Dale City, VA (1990- 2001)

• Maintained a class “C” business to install low voltage cabling and Key Systems

• Coordinated Service Providers installation and repairs Electronic System Specialist

Fairfax County Public Schools -Fairfax, VA (January 1990 ~ January 1994)

• Supported for school system audio visual equipment including design and installation Systems Technician

AT&T Fairfax VA (September 1987~January 1990)

Installed and maintained telecommunications equipment for the large business Electronics Technician 2nd Class

U.S. Navy (April 1983~ August 1987)

• Supported of Line of Site and Satellite UFH communications transceivers (NEC1452)

• Supported NAVMAC automated communications system (NEC1425)

• Maintained a Top Secret clearance (inactive)


As a member of the National Emergency Number Association’s (NENA), work group. I contributed to the Enhanced 911 (E911) model legislation for multi-line telephone system

(MTLS) in 2008.

1995 "Service Excellence" of Alexandria hospital

1997 Inova Alexandria Hospital Employee of the year. OTHER INDUSTRY EXPERIENCE

local INNUA chapter President, 2005~2009 & Treasurer 2009~ 2015; & IAUG chapter

Presented at the International Nortel Networks Users Association (04, 05, 06, & 07) & Central East Coast INNUA conferences (04, 05, & 07) on implementing enterprise wide dialing plans and Meridian-Mail to CallPilot migration

Participated as a presenter on E911 implementation on a Voice Report webinar in 2008

Created a Podcast to provide an overview on the approach to implementing E911 EDUCATION

• Cisco training

• Cisco Certified Network Associate (CCNA®) boot camp completion

• ACUCW1 - ADMINISTERING Cisco UC workspace part 1 Basic V10.5

• ACUCW2 - ADMINISTERING Cisco UC workspace part 2 Advanced V10.5

• College

• City of Chicago

• Northern Virginia Community College

• CompTIA active certificates

• Network+ LF230W9JSCBES53N

• Security+ 3RN08KCB9GEE2Y02

• ITIL® – IT Service Management

• ITIL® Foundation Certificate in Service Management GR750510705DL

• United States Navy

• Basic Electrical and Electronics & Electronic Technician “A” School

• Nortel Training

• Basic Database Administration X11 Release 25

• AT&T

• 1A2 key, Merlin, Partner system installation


• NEAX 2400 MMG PBX and integrated ACD installation and maintenance

• Octel 250 voice messaging

• Microsoft Lync server 2010 server deploying, configuring and administering

• 3M Fiber Optic termination serial #970*********


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