Voice and Collaboration Engineer
Resume:
Wayne A. Glass
*****.*.*****@*****.***
www.linkedin.com/in/wayneglass
Summary:
Accomplished Unified Communications Solutions and Contact Center Engineer with a track record of success by driving results in a global organization - experienced on both Cisco and Avaya systems. Innovative professional with breadth and depth of experience in service-delivery, IT strategy, professional services, project and portfolio management.
Work History:
UBS Financial (Contract) Feb 2020 - Dec 2020
Sr. Consultant - Unified Communications
Pandemic – business continuity service changes for financial management and trading floor operations
●Led migration of 12,000 branch users from Avaya to hybrid Cisco/MS-Skype voice platform
●Managed weekly migrations of 500-2000 users to work at home voice services during Covid19
●Planned and executed transitions of UBS branch locations from Avaya to Cisco voice service
●Managed MS-Skype for Business user accounts and LUWARE call-flows
Vertex Inc. Jan 2019 - Nov 2019
Sr. Unified Communications Engineer
Successfully led conversion of 120-agent contact-center from Avaya to Cisco
●Designed & Implemented Cisco UC infrastructure:
CUCM, Unity Express, UCCX, VCS on BE7000 hosts with geographic diversity
PUB/SUB diversity, CUBE, ISR VG310 & VG204 gateways
●Partnered with network team to develop required VLAN strategy and DHCP scopes & QOS
●Integrated CUCM and Unity to corporate directory for user account administration
●Simplified legacy Avaya design, removing unused call flows
Worked with customer service leaders to develop simplified call flows and define requirements
●Implemented cross-vendor SIP trunks (Avaya to Cisco) to simplify transition
●Tested new UCCX call flows, agent logins, UCCX-Finesse reporting
●Implemented Linux systems and scheduled backups all UC systems
Additional responsibilities
●Managed MACD and support issues for the Nortel CS1000 PBX at 3 satellite locations
●Installation of WEBEX/SPARK - video conferencing systems with hybrid registration
●Deployed E911 service (West Communication ERS)
Syncrony Bank (Contract) Jan 2018 - Dec 2018
Unified Communications Engineer III
Contact center support for Synchrony Bank
●Performed Vector, VDN, CMS changes on Avaya call-center systems
●Managed user access to Avaya CMS reporting tool
●Supported third-party integration VERINT-call recording via Avaya AES
●Implemented call routing changes on Cisco ICM
●Supported end-user issues for 10K work from home call center agents on Avaya
●ONE X-AGENTS and ACD login issues
●Lead SNMP integrated Avaya Voice servers into EM7 (Science Logic) network management tool
GE Digital Dec 2002 - Dec 2017
Program Manager - VPN Services 2016 - 2017
Led implementation of a single VPN Service across all GE companies
●Managed $12MM liquidation budget for remote access solution to all GE
●Managed support, implementation, and engineering teams
●Coordinated all LAN, load balancer, and ISP changes
Sr Engineer - Unified Communication 2008 - 2015
Lead engineer for migration of U.S. and European sites to hosted PBX/UCaaS solutions
Designed third-party firewall access between GE and regional UCaaS providers
Set designed standards and implemented local gateway solutions for over 50
where E911 or SIP number portability was not available
Partnered with cross-functional teams to develop standards for QoS, DHCP, VLAN standardization
Developed UCaaS desktop video integration with existing internal Telepresence video conference service
Led new UC product evaluations – including Avaya-AURA/Cisco/MS-LYNC SIP integration testing
Designed and implemented VoIP Gateway migration for FAX servers
Mentored IT leadership program members
Voice - Implementation Engineer 2005 – 2007
Implemented complex voice services on Cisco & Avaya platforms (CUCM, Unity, CME)
Designed SIP & H.323 inter-system trunks & call routing between Avaya and Cisco systems
Developed new multi-media training materials and a simplified ‘hand-over-to-operations’ process
Led the voicemail/email integration (IMAP integration with site/extension to email interface)
Led telephone firmware standardization and backup process:
200+ Avaya CM utilizing Windows server (unique directory per site) for TFTP/HTTP firmware downloads
Operations Leader - Voice Service 2003 - 2004
Lead 24x7 global telecom support team
●Avaya PBX and Cisco VoIP support
●Coordinated repairs with global telecommunications service providers
Advanced Systems Consulting, Inc. 2000 - 2003
Enterprise Consultant
Provided technical design and implementation services multiple customers including ITXC, Bed Bath Beyond
Led billing audit an 800 toll-free migration at GE
Logix Communications 1998 - 2000
Broadband Network Engineering
Led engineering projects, deployed 20 node Cisco-Stratacom Frame-Relay ATM network
Education
Rutgers University
BA, Business Administration
References
Available upon request
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