Brian Day

Experience

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  Sysco

  Jan 1992 - Mar 1998

  Shipping Manager

  Performance-oriented professional with a proven track record in workforce scheduling, conflict resolution, payroll management, budgeting, safety training, hiring, new process implementation, and employee relations. Successful in effectively managing a team of 25+ direct employees and up to 85 indirect employees on a daily basis.▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Impact► Recognized for developing and implementing impactful new-associate training programs that reduced ramp time and maximized productivity.► Received the SYSCO Corporation Haul of Fame Supervisor Award in October 1997 for outstanding achievements. Show less

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  Lucent Technologies

  May 1998 - Jan 2000

  System Support Specialist (Tier 2)

  I provided extraordinary customer relations, remote diagnostics, troubleshooting, problem-solving, and feature administration for Avaya’s flagship product. Co-lead of the TSO Maestro SME group and Secretary for the BCS Maestro Focus Group, specializing in TSO processes and applications.▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Impact► Resolved customer technical issues through detailed understanding and thorough troubleshooting and testing.► Awarded the Lucent Premier Associate Award for contributions in leading migration of new ticketing system for the Global Service Center. Show less

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  Avaya

  Jan 2000 - Jun 2001

  Call Center Consultant- Avaya Professional Services

  I provided contact center consulting services to Avaya customers designing the complete customer journey from initiation of call through quality assurance. I conducted on-site workshops for executives, internal managers, end users, and system administrators on the use of analytics tools. I performed training on end user functionality and administrator training on CC technology.▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Impact► Empowered 20+ enterprise customers to achieve significant productivity gains by strategically conceiving and deploying cutting-edge call center technology.► Handpicked to spearhead Utah-West region’s critical call center consulting endeavors. Show less

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  Arch Wireless

  Jun 2001 - Feb 2002

  Telecom Specialist

  As a telecom specialist, I provided system administration for all telephone products for a 1,000+ seat contact center. I managed vendor relations for negation, support, and new business. ▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Impact► Improved efficiency and customer experience by re-writing call routing and call center programming.► Increased capacity of calls to call center by completing implementation and conversion from DS1 to DS3.

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  Mountain West Telecom

  Feb 2002 - Jul 2005

  Solutions Engineer

  I joined Mountain West Telecom to provide pre-sales engineering support by designing Avaya communication solutions for small to large enterprise businesses and contact centers.Throughout my tenure, I developed detailed project scope of work (SOW), managed complex scheduling and resource allocation, and communicated cross-functionally with internal, third-party vendor, and customer teams.Partnering closely with the sales team, I provided technical guidance during sales presentations, meetings, and phone calls, and analyzed customer infrastructures to align products with business goals.▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Impact► Spearheaded the organization, promotion, and sponsorship of a local Avaya users group functions and demonstrated the technology’s potential for transformative business impact. Show less

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  Black Box Limited (Formerly AGC Networks Ltd)

  Oct 2005 - Aug 2015

  Sr. Solutions Architect

  I was recruited to join AGC Networks (now Black Box Limited) to drive the technical pre-sales process for 5+ sales representatives supporting 70+ clients across healthcare, manufacturing, government, and finance industries.Supporting sales activities, I gathered technical requirements during client conversations, presented product demonstrations to leadership teams, and collaborated on account development and go-to-market (GTM) strategies.With AGC Networks being an indirect channel seller, I stayed up to date on emerging technologies from manufacturers, always ready to arrange proof-of-concept (POC) trials for clients.I routinely developed statements of work (SOW), proposals, architectural diagrams, bills of materials (BOM), and request for proposals (RFP).Partnering with the sales team during contract negotiations, I informed material margins and identified cost cutting measures to provide competitive quotes.▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Impact► Positioned sales team to consistently surpass $2M in quota and supported individual reps in attaining top-10 performer statuses within the company by delivering consistently excellent designs for clients.► Reduced change requests more than 65% by crafting comprehensive statements of work (SOW) that were rooted in well documented use cases.► Developed strong client relationships by attending annual technology conferences. Show less

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  Avaya

  Aug 2015 - Mar 2023

  I was one of five solutions architects—out of 55+ companywide—handpicked to launch a new company initiative designed to improve overall client satisfaction—from pre-sales to implementation—within enterprise accounts.My focus was to position pre-sales, sales, and implementation teams with high-level designs that provide comprehensive and integrated solutions for client infrastructures.As part of a newly created team, I worked closely with other architects to develop and implement foundational procedures and processes to position the department for success.▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Solutions Development & Team Collaboration► Designed $10M+ UC/CX solutions for 3+ enterprise clients simultaneously. Worked directly with third-party vendors to integrate complex technologies across a broad product suite including API engines, IVR, workforce engagement platforms, data systems, and outbound calling platforms.► Drove successful client delivery by collaborating with pre-sales, sales, product engineering, project management, implementation, and support teams to define and execute detailed scopes of work (SOW).► Upleveled team by training and mentoring new hires in product knowledge, process efficiencies, and overall best practices.▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Impact► Affected $1M in added professional services revenue for enterprise client by analyzing and documenting global technical business requirements.► Reduced operational risk 65% and increased administrative efficiency 50% for Fortune 100 client by designing a complex, integrated, streamlined solution. ► Received team recognition for client excellence and transformation based on profound client impact. Show less I was recruited to rejoin Avaya as a solutions architect to help improve post-sale implementation for multimillion-dollar UC/CX projects within Fortune 500 client accounts.My focus was to act as the technical lead following the sale by collaborating with key stakeholders to gather requirements, analyze customer data, engage with third-party vendors, and design integrated solutions for streamlined implementation.I owned the technical process, working cross-functionally with SMEs to identify risks throughout design and develop detailed statements of work (SOW) for successful delivery.Because I delivered consistent quality, accountability, and performance in projects, I was often selected to spearhead new strategic initiatives.▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄▀▄Strategic Initiative Leadership► Supported Avaya’s development of cloud-based products by qualifying, testing, and designing proof-of-concept (POC) trials within the cloud. Enabled sales team to present proof-of-concept (POC) in presentations noting reduced client setup time from up to 6 months to less than 2 months.► Co-led the requirements gathering, design, and implementation for the inaugural SaaS customer project within the Avaya Private Cloud and defined core processes along the way.► Handpicked to develop initial documentation and architecture design material to be provided to sales team for presentation. ► Created team SharePoint site and collaborated with team members to improve processes through automation.► Reduced new hire onboarding time from months to weeks by developing “go-to” onboarding guide that defined every stage of the process from scratch. Show less

  • Enterprise Solutions Consultant

    Dec 2020 - Mar 2023

  • Solutions Architect

    Aug 2015 - Nov 2020
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  ESS

  Sept 2023 - Mar 2024

  Substitute Teacher K-12

  As a substitute teacher, I was committed to maintaining a positive and productive learning environment in the absence of the regular classroom teacher. It taught me patience and flexibility in learning how to work with new students and prepare for lessons in a short amount of time and ever-changing environment.My duties include: 1. Following Lesson Plans: I ensure continuity in the curriculum by implementing the lesson plans provided by the absent teacher. I adapt and modify the materials as needed to meet the students’ learning needs. 2. Classroom Management: I maintain discipline and order in the classroom, enforcing school rules and policies. I create a respectful and inclusive atmosphere where students feel safe and engaged. 3. Facilitating Learning: I deliver instruction, lead discussions, and assist students with their assignments. I encourage active participation and foster critical thinking skills. 4. Building Relationships: I establish rapport with students, getting to know their individual needs, strengths, and challenges. I communicate effectively with school staff, parents, and students. 5. Handling Emergencies: In case of unexpected situations (e.g., teacher illness), I manage classroom emergencies, follow emergency procedures, and ensure student safety. 6. Supporting Special Needs Students: I provide accommodations and modifications for students with diverse learning needs, ensuring an inclusive classroom environment. 7. Professionalism: I arrive punctually, dress professionally, and maintain confidentiality. I am flexible, adaptable, and committed to promoting a positive educational experience for all students. Show less

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  NSP

  Mar 2024 - now

  Solutions Architect - Call Center & Telephony App Developer

  Solutions Architect - Call Center & Telephony App Developer will work with IT and business partners to help deliver high-quality and well-tested Telephony systems and software that meets the needs of so many.Responsibilities and Duties• Serves as the subject matter expert in key areas with a broader background in technical solutions and technical support• Analyzes customer needs, issues, and interests to formulate a strategy that will achieve business objectives• Keeps current on industry changes, and communicates with customers to provide current information with products and services, and continually works to improve techniques and knowledge• Provides ownership of Technical Solution Deliverables. These could include:• Participating in Discovery and Documentation of Business Requirements• Coordinating with Call Center resources for Bill of Materials, 3rd Party Quotes and SOW, Services, Infrastructure Requirements• Participating in Solution/Delivery Assurance and Services Handoff MeetingsQualifications:• Highly proficient with Excel, Word, and Visio. Skill in communicating ideas and specifications both written and verbally.• Must be detail-oriented, highly organized and have superior quality standards.• Subject matter expertise related to SIP and Cloud based Services and architectures• Must have a good working knowledge of the collaboration industry and related protocols, including SIP, H.323, WebRTC, firewall traversals and VoIP• Knowledge of ancillary technologies that help govern IP-based collaboration: firewalls, routers, MPLS networks, media relays, reverse proxies, etc.• Multi-channel knowledge regarding SMS, Chat, Web, Social Media.• Able to manage multiple simultaneous work assignments.• Ability to handle multiple priorities and demands in a fast-paced environment.• Ability to program technical scripts and call flows to facilitate business requirements and requests Show less