Matthew Heflin

                         mh71977@comcast.net                 

 

Ø       As a visionary, provide roadmaps and cross-practice solutions to improve business processes, enhance business agility, contain costs and implement better communication strategies.  

Ø       As a solutions architect, apply cross-functional knowledge across technology, management, operations and finance to craft initial solutions proposals.

Ø       As a coach and leader, work closely with the design and delivery teams to add depth to solutions and provide leadership in cultivating customer supportable proposals.

Ø       As a customer expectations manager, provide leadership and direction from design to solutions delivery. Manage customer, executive and end user expectations and satisfaction.

Ø       As a solutions engineer, identify and define cross-practice solutions, including Unified Communications, process implementation and IT optimization. Mentor and train the implementation teams.

Ø       As a vendor/partnership manager, grow and maintain vendor/partner relationships to ensure suggested solutions are in line with IT roadmap while securing best pricing through understanding of manufacturer sponsored programs.

Ø       As a solutions delivery manager, act as the delivery executive and escalation point for customer, end users and project teams, provide leadership and continuity to the delivery team. Ensure customer and end user satisfaction while managing original commitments.

 

 

Lockheed Martin                                                                                                       APRIL 2015 – Present

NTI Enterprise Solutions Engineer

Ø       Part of a team of 14 that oversee Lockheed Martin Enterprise voice initiatives

Ø       Maintain, Administer CUCM SIP Cluster consisting of 12 server supporting over 20,000 devices.

Ø       Design and deploy remote sites for SRST.

Ø       Participated in product development and research for Lockheed Martin.

Ø       Plan and migrate sites over to Lockheed Martin’s SIP voice core.

Ø       Work with full UC suite including IMAP, Video, Unity CXN, Jabber, UCCX, etc.

 

Lewan Technology

Pro Services Voice EngineerMarch 2014-April 2015

Ø       Plan and deploy Cisco Unified communications solutions consisting of Cisco Call Manager, Cisco Unity Connections, Cisco Presence, Cisco Audio and Video Conferencing solutions, etc.

Ø       Primary contact for customer escalations from Tier-II managed services engineers.

Ø       Help improve and implement solid business practices in order to raise overall customer satisfaction.

Ø       Train customers on Unified Communications systems and assist with Pre-Sales customer meetings to ensure a proper match between customer needs and adequate technology solutions to meet said needs.

 

ReedGroup                                                    July 2013 – March 2014

Cisco UC Engineer

Ø       Provide overall 24/7 support of the companies UC Environment consisting of CUCM, CXN, UCCX, WebEx, Presence, .

Ø       Build custom CCX scripting to support Service Center and its 150 agents.

Ø       Support of Cisco UCS Hardware platform.

Ø       Align customer and business requirements to deliver cutting edge technologies.

 

Global Technologies Incorporated                                                    March 2011 –July 2013

NOC Manager/Tier III Cisco UC Engineer

Ø       Provide Tier III Voice support over 30 Federal/Commercial customers with a Cisco infrastructure

Ø       Lead NOC engineer who provided strategic mentorship to other NOC engineers

Ø       Manage customer relations and provided escalation path for various customer related issues

Ø       Manage daily operation of the GTRI GlobalSure NOC using the best practices outlined within ITIL standards

 

The Computer Merchant/CSC supporting United Launch Alliance                                             January 2008 – March 2011

Lead VOIP engineer

Ø       Single VoIP engineer for United Launch Alliance (multiple sites/1500+ users)

Ø       Successfully implemented and managed all aspects of the Cisco CUCM/Unity Connections platforms: from design to moves, adds and changes , troubleshooting, system and firmware upgrades, etc

Ø       Lead technical point of contact for video teleconferencing using Cisco MCU and CUVCM platforms

Ø       Designed and managed implementation of ULA’s Cisco MeetingPlace 6.0 deployment

Ø       Corporate-wide trainer for Cisco MeetingPlace 6.0, including creation of training program, documentation and admin and end user training

Ø       Participated in product development and research for network and voice teams

Ø       Maintain and operate ULA’s UCCX Platform including system maintenance and all call routing scripts

Ø       Design and implement enterprise-wide VoIP deployment initiative

Ø       Maintain and operate ULA’s 911 Enable Platform including system maintenance and all database programming

 

Lockheed Martin/United Launch Alliance                                                                                                August 2007 – January 2008

Ø       Single VoIP engineer for United Launch Alliance (multiple sites/1500+ users)

Ø       VoIP Engineer for multiple Lockheed Martin locations

Ø       Successfully implemented and managed all aspects of the Cisco CUCM/Unity platforms: from design to moves, adds and changes , troubleshooting, system and firmware upgrades, etc

Ø       Lead technical point of contact for video teleconferencing using Cisco MCU & CUVM platforms

Ø       Participated in product development and research for ULA and Lockheed Martin

Ø       Member of Lockheed Martin VoIP interoperability committee

Ø       Maintain and operate ULA’s UCCX Platform including system maintenance and all call routing scripts

Ø       New site engineering and deployment for both ULA and Lockheed Martin

 

Comcast Cable Corporation-Trunk Design Engineer                                                                           February 2007 – July 2007

Ø       Designed PSTN trunking for Comcast VoIP CDV product

Ø       Worked with carriers to ensure proper steps are taken to successfully launch new and existing LATA’s  and rate centers

Ø       Utilized trunk data analysis in order to calculate proper trunking sizes

Ø       Worked with dial plan and transport engineers to deliver a complete routing packages

 

Nextel /Sprint Communications-Senior Voice Engineer                                          May 2004 – February 2007

Ø       Provided 24/7 support of the Nextel/Sprint Call Center in Englewood consisting of approximately 900 agents

Ø       Managed and implemented scripting and various call routing features using Symposium Call Center Services

Ø       Provided support and installation of Cisco CallManager solution

Ø       Provided various hardware and software support for voice servers

Ø       Installed and configured hardware for Symon Enterprise Server and Reader boards

Ø       Worked with the ICM group to ensure proper routing of incoming calls to the proper support group

Ø       Coordinated and oversaw various installs ranging from internal solutions to solutions provided by outside vendors

 

Nextel Communications-Voice Network Analyst                                                                                                June 2003 – May 2004

Ø       Used MCI Network Manager Tool to create route plans using routing nodes including PCT, TOD, DOW, DOY, NPA/NXX, etc

Ø       Supported MCI Perspective Plus solutions by administering the server/Application, uploading call records, providing logins for telco management

Ø       Supported Switchview Hardware/Software/Reporting by providing customers with detailed Switchview reports along with support of the server application and Western Telecomm buffer boxes

Ø       Designed and implemented IVR/ECR application within the MCI cloud by interfacing with the customer and MCI to obtain the correct customer vision of the requested application Also building IVR application using the ECR manager within the MCI Network Manager tool

Ø       Streamlined reporting and other process for group and within other areas of the organization

Ø       Coordinated workgroups for circuit installs and outage repair

Ø       Worked along side of ICM to ensure archiving of routing instructions within the MCI/ICM routing for Nextel including adding trigger points/setting up translation routes and processing various requests for override labels, etc.

Ø       Processed reports from MCI to appropriate customers to verify issues at sites that lead to call blocking

 

EDS - Data Lead Technician                                                                                                                                     February 2002 – June 2003

Ø       Oversaw day-to-day helpdesk functions including closures and ticket tracking using Vantive

Ø       Ensured resolution of escalated issues met company wide SLA’s for timeline and business impact

 

Nextel Communications - IT MIS Sr Lead Technician III                                                                                       May 1998 – Jan 2002

Ø       Managed the network infrastructure serving the Denver, Colorado Springs, Ft. Collins and Inverness locations

Ø       Administered hardware, software and purchasing for all locations

Ø       Backed up Novell server on a daily basis

Ø       Telephone Adds, Moves, Changes to Nortel Option 81c

Ø       Assisted in planning and implementing hardware and software upgrades  

Ø       Supported over 600 employees along with two other desktop technicians and one voice technicians, averaging lowest number of trouble tickets in the Western US for the six consecutive months, with the highest user to technician ratio in the company

Ø       Provided backup support for the voice team using Nortel Systems

 

VOICE software/hardware: Cisco platforms including, Call Manager, Call Manager Express, Unity, UCCX, Presence, MCU, Meeting Place, 911 Enable, CUVCM, MCI Network Manager Nodes Based Routing, IVR Design/Build, T1/DS3 Circuit installs/Troubleshooting, Switchview support/reporting, ICM Platform, ECR Platform, MCI Reporting, Nortel Symposium, IEX, Witness, Symon SES & associated applications, Nortel Option 81c Basic Routing & Switching experience. DoD Clearance

 

Cisco CCNA, Cisco CCNA VOICE, Cisco CCNP VOICE, Cisco CCIEwr, ITIL V3 Foundation, Novell Certified NetWare Administrator, A+ Certified, Telecomm 1, Telecomm 2, Voice & Data convergence, Intro to VoIP, Certified Telecomm Analyst, Intranetworking with TCP/IP, Linux 1 User Fundamentals, Linux 2 Advanced topics for users, Java Programming I, MCI Network Manager Nodes Based routing 1, MCI Network Manager Nodes Based routing 2, MCI Network Manager Nodes Based routing 3, MCI ECR 1, MCI Advanced ECR, Cisco IPCC, IPTX, CMBA

Awarded “Nextel’s Circle of Excellence” Award (1999)

GTRI Customer Advocate Award 2011

2 Lewan awards for Customer service delivery