About Us
25 years of Telecom Infrastructure Engineering and Operations Experience
Anthony Pennisi- anthonypennisi.com
Owner/Voice Engineer/Project Manager
I have over 25+ years with telecommunications , contact center infrastructure,, serving a Senior Manger, Project Manager, and Project Lead,. I have over 20+ years experience establishing /maintaining strong business partner and vendor relationships. My work history has provided me with both business acumen and technical skills which make my ideally suited to fill project management or leadership positions
My education has provided me with a variety of information systems knowledge and practical skills in management, collaboration, and organization. My previous work experiences are with all levels of management as well as customers and end-users.
Below are some highlights of the qualifications and experience for Anthony Pennisi:
- * Map business processes on a global scale, identifying opportunities for efficiency, consolidation and/or automation through process re-engineering.
* Develop, propose and implement new services strategies for global telecommunications and contact center infrastructure that effectively leverage the entire service delivery supply chain, transitioning and optimizing service delivery tasks where appropriate.
* Develop global telecom and contact center strategy to augment/support existing telecom related business activities driving cost optimization and efficiency.
* Develop sustainable governance and operational processes in support of global telephony contractor and vendor management
* Build both customer and vendor relationships in the direction and services to align with Solera's global business needs
* Identify automation opportunities to streamline expense management and exceptions.
* Develop sustainable operational processes to manage and optimize provisioning, billing and cost recovery
* Collaborate with contact center business leaders to define the telephony and contact center roadmap in order to support business goals, drive value through the vendor ecosystem, and minimize exposure to potential risks.
* Manage the corporate global telecommunications environment (premise and cloud based) and work with service providers by organizing, analyzing and determining operational requirements
* Collaborate with vendors to implement or improve business processes and participate in the quarterly performance review meetings.
* Lead and create telecommunications strategic, tactical and operational plans, lead, perform and where possible automate, complex research and data gathering analysis, develop and manage project plans and perform financial analysis.
* Lead the Global Telecom/Contact Center Engineering team in order to provide technical and analytical support for medium to large projects, as well as day to day operations.
* Led project teams in the successful deployment of contact centers in the domestic US and Latin America. *Created dedicated development lab for staging environments, and fully tested new technology for the organization prior to deploying in the production environment.
* Coordinated with QA testers to design the end-to-end unit test and post-production testing suites
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*Responsible for all new telephony technology innovation, from inception and design, to leading testing in a lab environment and implementation and documentation of hardware/software POCs.
I am adept at listening to clients’ needs, then delivering the best designed solution. My unique background makes me a strong leader for major change projects. I have devoted my career to developing proven project and program management strategies in order to meet or exceed client expectations.
ANTHONY PENNISI RESUME
anthonypennisi.com
Senior Voice Communication Engineer/Project Lead/Project Manager with over 25 years of experience in the Telecommunications field. Proven team leadership/design skills in the development,,implementation, and maintenance of VOIP telephone systems.
Skills
*Experience on NICE /Incontact/CX one Systems
*Experience with Live Vox Systems
*Experience with the Genesys Cloud Platform
*Experience with Ring Central Systems
*Experience with Netrix phone Systems
* Experience with 8x8 Systems
*Experience with Teleforte Universe Systems
*Avaya Certified Design/ Implementation Specialist
*25+ Years Experience with Avaya CM/CMS End to End Project Implementation/MACD/Maintenence/ And Troubleshooting
*25+ Years Experience with building/maintaining Vendor/Business Partner/Carrier Relationships and Change Management
*11+ Years in Business Continuity/Disaster Recovery Management
16+ Years Experience with AES/Experience Portal/Call Recording Implementation/Upgrade/Maintenence
*5+ Years Experience with Avaya SBC/SMGR/IVR
Professional Experience
SOLERA INC- Senior Manager- Global Telecom Engineering and Operations 6/2021-Present
Managed the work of 5 employees and 3-5 contract employees* Part of the development team for the new telecommunication technology offered by Avaya that introduced Omnichannel technology into the contact center lab environment.*Collaborated with business partners in the development of PCI technology into the contact center environment.*Established and maintained business partner/vendor relationships.*Project team lead on several CRE projects, including obtaining bids, budget proposal, establishing WBS plans, collaborating with the PM on task plan and test and deployment schedules, and business partner/relationship management. *Team lead for project deployment and implementations.*Maintained ongoing collaboration with engineering, marketing and technical support to present and discuss ideas to enhance product features, functionality and reliability.*Mentored and provided guidelines for junior software engineers.Highlights of my qualifications include:*Visiting Nurse Service of NY -Led and co –project managed the transition of the UC and contact center environments from Avaya to Cisco from end to end.*Visiting Nurse Service of NY- Served as both Project Lead and Lead Voice Engineer for all MetLife Telephony CRE projects end to end, including new site installs and digital to VOIP migrations.*Visiting Nurse Service of NY- Led and co-project managed the transition from traditional ISDN circuits to SIP trunking.*MetLife- Provided leadership and oversight for a complex multi -million -dollar PCI integration to the MetLife contact center environment including collaborating with the PCI vendor in the design/testing of the lab infrastructure prior to deploying this solution to the production contact center environment.*MetLife – Lead Engineer/Project lead end to end for the upgrades of Avaya Aura to both 6.3 (2015) and to Avaya Aura 8.0(2020).*MetLife- Served as both Project Lead and Lead Voice Engineer for all MetLife Telephony CRE projects end to end, including new site installs and digital to VOIP migrations.
Senior Voice Engineer, Lead
July 2015 to August 2020
MetLife – Cary, NC
*Designed and implemented voice systems into the current Avaya voice contact center infrastructure for domestic and Latin America MetLife offices.
*Structured Proof of Concept projects including the testing of headsets, phones, and polycoms,. Made recommendations to implement new telephony hardware in the production environment.
*Led project team in the implementation of various voice infrastructure projects
*Collaborated with Avaya business partners in the voice infrastructure design and implementation RFP process, including negotiating pricing and reviewing/approving the Vendor SOW.
*Analyzed and made recommendations to upper management with regards to infrastructure projects.
*Collaborated with Circuit Vendors to ensure delivery, implementation and testing of voice circuits.
*Collaborated with business units and Call Center teams on the telephony configuration for projects including telephone template configuration, data gathering, complex call flows, and Call Center design.
*Responsible for the development of documentation for all voice systems, adjuncts, call center designs, troubleshooting and resolution documents, BC/DR documentation, and service provider circuit documentation.
*Responsible for all Change Control for projects, including submission for implementation approvals, method or procedures, and pre/port implementation testing.
*Supervised team members on the MAC process and the assurance that SLAs were met for Help Desk tickets and change requests.
*Coordinated staff meetings with Telecom Manager and reviewed agenda. Lead team on project updates and staffing concerns.
*Provided Telecom team staff schedules and coordinated staffing for after hours and holiday coverage.
*Served as team leader for department in IT Problem Management meetings.
*Supervised staff in the troubleshooting and resolution of Avaya hardware/software incidents, including documenting resolutions and reporting to management.
Senior Telecommunications Analyst, Lead
May 2004 to July 2015
Visiting Nurse Service of New York – New York, NY
*Designed and implemented voice systems into the current voice infrastructure.
*Led project team in the implementation of various voice infrastructure projects.
*Structured proof of concept projects including the testing of headsets, phones, and polycoms. Made recommendations to implement new telephony hardware in the production environment.
*Collaborated with various Avaya business partners in the voice infrastructure design and implementation, including negotiating pricing and reviewing the project statement of work.
*Analyzed and made recommendations to upper management with regards to infrastructure projects.
*Collaborated with Circuit Vendors to ensure delivery, implementation and testing of voice circuits and the porting of DID numbers.
*Collaborated with customers on the telephony configuration for projects including telephone template configuration, data gathering, complex call flows, and Call Center design.
*Responsible for the development of documentation for all voice systems, adjuncts, call center designs, troubleshooting and resolution documents, BC/DR documentation, and service provider circuit documentation.
*Supervised team members on the MAC process and the assurance that SLAs are met for Help Desk tickets and change requests.
*Supervised a staff of 3 team members responsible for the ACD development and implementation of Call Center projects.
*Managed a staff of 3 team members in the maintenance of all Avaya adjuncts including VPI and NICE call recording, Avaya Desktop Wallboard, CMS, ECAS, Avaya Meet Me Conferencing, and Avaya IVR.
*Coordinated staff meetings with Telecom Manager and reviewed agenda. Led team on project updates and staffing concerns.
*Provided the telecom team staff schedules and coordinated staffing for after hours and holiday coverage.
*Served as team leader for the department in IT problem management meetings.
*Collaborated with the DR/BC department with regards to developing a BC/DR plan for the voice infrastructure, including coordinating and implementing BC/DR testing and documentation.
*Developed and implemented voice team reviews, including working with staff on goal development and progress throughout the calendar year.
*Monitored and analyzed the Prognosis Voice Infrastructure Management Tool, which assists in the troubleshooting of issues that arise with the Avaya infrastructure hardware.
*Led staff in the troubleshooting and resolution of Avaya hardware/software incidents, including documenting resolutions and reporting to management.
Senior Software Associate
November 1998 to May 2004
Avaya Inc. – New York, NY
*Designed and implemented Voice Systems including Complex Call Center configurations.
*Interface with the customers in the pre sale design, voice infrastructure development, and implementation of voice systems.
* Worked with Avaya Software Specialist and Design Engineer in the configuration of the voice infrastructure for various projects.
*Interfaced with the service provider in the implementation and testing of voice circuits.
Education and Training For Anthony Pennisi
Dowling College 1987
Oakdale, NY, USA
Business/Marketing/Finance
I
Competitive Pricing
Customizable Pricing Options Available Based On Your Business Requirements*
* W2 Work
*1099 Work
*Contract Work