Professional Summary
Enterprise voice infrastructure and automation engineer with 10 years of experience managing unified communications for 20,000+ users across 400+ corporate and branch locations in financial services. Evolved from hands-on voice engineering into full-stack automation development, building end-to-end business solutions using Microsoft Power Platform (Power Apps, Power Automate, Dataverse), PowerShell, and Microsoft Graph API. Combines deep expertise in Microsoft Teams Phone, Cisco CUCM, and VoIP architecture with modern low-code/pro-code development to automate complex IT processes and deliver measurable business impact. Proven track record in regulated environments with strong understanding of governance, compliance, and security requirements.
Core Competencies
Platform & Automation
Power Apps · Power Automate (Cloud & Desktop) · Dataverse · Power BI · Copilot Studio · Akkadian Provisioning Manager
Development
PowerShell · PowerFx · Microsoft Graph API · REST APIs · JSON
Voice & Comms
Microsoft Teams Phone · Cisco CUCM · Unity Connection · UCCE · Calabrio · SIP/SBC · Cisco IOS · E.164 · MGCP · H.323
Cloud & Infrastructure
Microsoft Azure · Microsoft 365 · Active Directory · LDAP · Service Principal Auth · OAuth 2.0
Professional
Solution Architecture · Requirements Gathering · Stakeholder Communication · Process Automation · Governance & Compliance
Professional Experience
Charles Schwab
- Serve as the team's primary automation developer. Architected an end-to-end phone provisioning automation system for 12,000+ Teams Phone users: Canvas App for self-service requests, Power Automate for orchestration, PowerShell + Graph API for provisioning, Dataverse for inventory and tracking — eliminating ~25 hours/month of manual work.
- Developed automated license validation workflows using Microsoft Graph API and LDAP, integrating with ITSM systems for audit trail compliance and governance documentation.
- Built RPA solutions using Power Automate Desktop Flows for legacy system interactions, enabling fully unattended automation via Service Principal authentication.
- Co-developed an automated offboarding workflow that queries CUCM tables to validate user device associations, instantly closing tickets for users without active configurations — over 15,000 tickets closed to date, saving ~160 hours of manual work annually.
- Own and operate the Akkadian Provisioning Manager platform — designing automation jobs, building templates for phone types, line configurations, site builds, and DN management across the CUCM/Unity environment.
- Built a self-service portal enabling users to reset their own voicemail PINs, reducing help desk ticket volume and improving end-user experience.
- Led phone hardware refresh project, creating swap jobs in Akkadian to transition existing configurations from older phone models to new models across the enterprise.
- Trained service desk staff on Akkadian for basic phone troubleshooting and password resets, enabling Tier 1 resolution and reducing escalation volume.
- Created technical documentation including SOPs and runbooks for Akkadian platform operations, and authored the Solution Architecture Document (SAD) for the Teams Phone automation project.
- Define product vision and roadmap for voice automation initiatives, evaluating new M365 capabilities and recommending adoption strategies to leadership.
- Manage and administer enterprise voice and collaboration platforms (Cisco CUCM, Unity Connection, Microsoft Teams Phone) across corporate offices and hundreds of branch locations nationwide, supporting 20,000+ users.
- Manage Microsoft Teams Phone infrastructure: 14,600+ phone numbers, location-based routing, civic address management, and dial plan configuration across 30+ corporate sites.
- Assisted in decommissioning legacy TD Ameritrade voice systems and migrated/ported 10,000+ phone numbers during the Schwab acquisition transition.
TD Ameritrade
- Administered Cisco Unified Communications Manager (CUCM), Unity Connection (CUC), and Unified Contact Center Enterprise (UCCE) environments for a national financial services enterprise.
- Handled provisioning and MACD tickets, configured users in Cisco Finesse for call center operations, and managed call recording setup and administration in Calabrio.
- Deployed and configured Cisco voice gateways using Cisco IOS. Led branch router upgrades migrating from H.323 to MGCP for improved call routing and management.
- Participated in a corporate-wide project to replace voice gateways and migrate to SIP trunking with Session Border Controllers (SBCs), modernizing the enterprise voice backbone.
- Designed call routing solutions, hunt groups, and auto-attendants to meet business requirements across departments.
- Provided Tier 3 escalation support for complex voice and video issues, performing root cause analysis and implementing permanent solutions.
- Began building automation workflows using Akkadian Provisioning Manager, laying the foundation for provisioning automation carried forward to Schwab.
Key Project
Enterprise Teams Phone Provisioning Automation — Designed and delivered a full-stack automation platform transforming a manual phone provisioning process into a self-service, automated workflow spanning the complete request lifecycle:
- Power Apps Canvas App for self-service requests · Power Automate Cloud Flows for orchestration and twice-daily scheduled runs · Desktop Flows (RPA) for legacy system interaction
- PowerShell + Graph API for license validation and provisioning · Dataverse for phone number inventory with delta sync engine, location mappings, and audit history · ITSM integration for automated ticketing
- State machine-driven workflow with location-based number assignment logic, LDAP and license validation, and full audit trail for compliance
Impact — Eliminated ~25 hours/month of manual work, reduced provisioning errors, and delivered self-service capability for a 12,000+ user enterprise across 400+ locations.
Education & Certifications
Associate of Science, Information Technology · Nassau Community College
Certifications: AZ-900: Microsoft Azure Fundamentals (In Progress) · PL-900: Power Platform Fundamentals (Planned) · CompTIA A+ (previously held)