Enterprise UC/UCS Operation Lead

ACI Solutions, September 2011 - June 2024

Contracts:

TSA-ITIP: CSC, CSRA, GDIT

TSA-IMPACT I & II CACI, Peraton

• Led Tier III service delivery for a federal enterprise UC/UCS environment, coordinating SME work across operations, maintenance, upgrades, integrations, production deployments, and operational readiness
• Served as escalation lead for complex UC/UCS issues while also managing the broader delivery rhythm: priorities, blockers, action items, documentation, stakeholder communication, and team coordination
• Supported enterprise UC/UCS platforms including Cisco UCS B-Series/C-Series, Fabric Interconnects, VMware ESXi/vCenter/vSphere, CUCM, Unity, CER, UCCX, TelePresence, CMS, TMS, and Webex Control Hub
• Coordinated with PMO teams on UC/UCS-related initiatives including integrations, migrations, testing, validation, hardware/software refreshes, production upgrades, and resource planning
• Worked with security and assurance teams on vulnerability analysis, POA&M remediation, ISVM findings, Nessus scan results, STIG/CVE-driven remediation, and ATO support activities
• Enforced operational discipline across change/configuration approvals, SOP adherence, system documentation updates, failover exercises, production readiness, and lessons learned
• Managed stakeholder and system-owner communication by addressing pain points, tracking satisfaction, coordinating expectations, and ensuring operational follow-through across federal service delivery activities
• Built and led a collaborative, non-siloed engineering team focused on accountability, knowledge sharing, operational consistency, and reliable service execution
• Supported multiple prime-to-prime contract transitions while maintaining continuity of operations, delivery discipline, stakeholder trust, and technical service stability

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