Professional Services

JOSEPH SHOUP

Northlake, Tx ***** • 916-***-**** • *****.******@*****.***

Professional Summary: Results-driven IT professional with a proven track record in network monitoring, VoIP solutions, IT infrastructure management, and customer engagement. Adept at solution architecture, risk assessment, executive communication, and project implementation, with a passion for optimizing technology solutions, enhancing client relationships, and driving operational efficiency. Strong ability to translate complex technical challenges into strategic business solutions, ensuring long-term success.

Experience

Professional Services Consultant Vonage, Contact Center Division – North America Dallas, Tx

September 2021 – Present

Spearheaded the successful onboarding of over $1.5M in annual recurring revenue (ARR) by implementing VoIP solutions for new customers.

Optimized over 30 customer call flows, enhancing routing efficiency and long-term maintainability.

Reduced customer billing cycles, generating over $500K in annual cost savings and improving retention rates.

Built and nurtured strong relationships with internal and external clients, driving business growth and customer satisfaction.

Led project scope definition, solution design, and key deliverables, ensuring seamless technology adoption.

Deployed network monitoring tools to evaluate and optimize VoIP performance, reducing latency, jitter, and packet loss.

Conducted infrastructure audits to validate technical readiness, ensuring seamless deployments and high system performance.

Field Office Technology Manager DN Tanks Dallas, Tx

March 2019 – September 202

Led the deployment and maintenance of enterprise-wide IT solutions, including desktops, phones, voicemail, and collaboration tools.

Provided bilingual IT support to office, field, and remote employees, ensuring operational continuity.

Streamlined IT asset management and procurement, optimizing hardware/software inventory and replenishment strategies.

Improved help desk operations, reducing issue resolution times and increasing end-user satisfaction.

Managed Active Directory, refining access controls and departmental permissions to ensure security compliance.

Researched, deployed, and maintained server (VM/physical) and desktop operating systems, enhancing business efficiency.

Led hardware/software upgrade initiatives, ensuring seamless system transitions and performance optimization.

Information Systems Manager California State Treasurer’s Office Sacramento, CA

June 2010 – March 2019

Directed IT operations, overseeing daily system functions, infrastructure reliability, and security compliance.

Led and mentored a team of IT professionals, enhancing performance, productivity, and technical expertise.

Managed and executed IT projects aligned with organizational goals, ensuring timely completion and stakeholder satisfaction.

Spearheaded system maintenance initiatives, executing upgrades, maintenance schedules, and disaster recovery plans.

Negotiated vendor contracts and service level agreements (SLAs), optimizing cost efficiency and vendor relationships.

Developed and enforced IT security policies and compliance strategies, mitigating risks and ensuring regulatory adherence.

Monitored system performance metrics, conducted troubleshooting, and generated detailed infrastructure reports.

Skills

Fluent in Spanish, Network Monitoring & Performance Analysis (NVM, Vonage), VoIP Infrastructure & Optimization, IT System Upgrades & Migrations, Active Directory & User Management, Salesforce Configuration & Integration, Risk Mitigation & Problem Resolution, LAN/WAN Network Design & Deployment, IT Help Desk & End-User Support

Education

Salesforce Certified Associate

Master of Science (MS), Organizational Development – University of San Francisco

Bachelor of Science (BS), Criminal Justice – California State University

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