Career History

Work Experience

A decade of progression from help desk to network engineering to leading enterprise collaboration teams.

Full-time · 3 yrs 2 mos · Morristown, New Jersey

Crum & Forster Morristown, NJ

Feb 2025 — Present · 1 yr 2 mos

Led the Telecom Team in designing, programming, and deploying all telecom services and devices across the organization for 2,500+ daily users
Designed, programmed, and deployed contact center and SMS platform add-ons
Managed and provided Tier 2 & 3 support for the Zoom UCaaS system
Managed and provided Tier 2 & 3 support for the Microsoft Teams ecosystem
Determined appropriate configurations for hardware and software components across information systems and telecom networks
Assisted in developing strategic plans within the Telecom department
Streamlined technician roles and responsibilities to improve operational efficiency

Crum & Forster Remote

Feb 2023 — Feb 2025 · 2 yrs 1 mo

Documented, created, and maintained processes for daily telecom operations
Troubleshot hardware and software issues across multiple office locations
Conducted site surveys to assess and plan telecom infrastructure needs
Managed onsite conference room AV and telecommunications systems
Evaluated technical aspects of projects, noting recommendations and deficiencies
Maintained programming on legacy Cisco telephony hardware and SBC cube router

6 yrs 10 mos · Union, NJ · Cloud Phone Systems, VoIP, UCaaS, Call Center

TeleCloud Union, NJ

Mar 2018 — Jan 2023 · 4 yrs 11 mos

Managed Ubuntu servers and Cisco Firewall/Switches across multiple datacenters
Ran and managed OS updates and Netsapiens VoIP platform deployments
Monitored and resolved alarms and errors across the full software and hardware stack
Managed security and threat detection on server infrastructure
Maintained 99.999% platform uptime SLA for all customers
Handled high-priority technical and non-technical customer escalations
Used Wireshark and deep SIP/network stack knowledge to diagnose complex issues
Created documentation and trained L1 and L2 support staff
Interfaced with customer IT professionals to optimize their environments for VoIP traffic
Designed and implemented network and phone hardware for small-to-medium businesses

TeleCloud Union, NJ

Apr 2017 — Mar 2018 · 1 yr

Led the service team in daily technical operations and customer escalations
Coordinated support workflows across VoIP clients and internal engineering teams
Mentored junior technicians and established process documentation standards

TeleCloud Union, NJ

Apr 2016 — Apr 2017 · 1 yr 1 mo