Enterprise voice & collaboration
Call control, voicemail, presence, softphones, voice gateways, and the infrastructure that brings them together.
MICHAEL J. GRASSO / FLORIDA
Behind every
connection,
an engineer.
I build, modernize, and support the voice and network systems people depend on to do their work.
Senior Unified Communications & Network Engineer
VOICE / NETWORKS / COLLABORATIONSCROLL TO EXPLORE ↓
29+
Years in technology
22,000+
Users in a global voice environment
14
CUCM clusters at Goldman Sachs
500
Agents in an enterprise contact center
01 / THE DISCIPLINE
Complex systems.
Clear thinking.
From hands-on troubleshooting to full platform migrations, I connect technical decisions with the people and operations they support.
Contact center engineering
Agent experiences, IVR menus, queues, skill-based routing, and voice recording across on-premises and cloud platforms.
Networks & implementation
Routing, switching, design documentation, carrier coordination, cutovers, and root-cause analysis—from site surveys through ongoing support.
02 / SELECTED WORK
Experience,
put to work.
A selection of platform upgrades, global operations, and infrastructure transitions from my career.
01 / MODERNIZATIONARBITRATION FORUMS
A new chapter for
enterprise collaboration.
Upgraded CUCM, IM & Presence, Unity Connection, and UCCX to version 15. Migrated contact center agents from Jabber softphones to the Webex App and moved Calabrio voice recording from on-premises infrastructure to the cloud.
Day-to-day ownership continues across the voice environment: administration, maintenance, IVR and routing, troubleshooting, and carrier coordination.
200+users supported
40contact center agents
v15Cisco UC platform upgrade
CUCM / UNITY / IM & PRESENCE / UCCX / WEBEX / CALABRIO
02 / GLOBAL OPERATIONS
Voice at a
worldwide scale.
GOLDMAN SACHS
Supported a 14-cluster Cisco UC environment serving 22,000+ IP phone users worldwide and a 500-agent enterprise contact center.
Planned and executed the Mexico City migration from Nortel PBX to Cisco IP telephony, including gateways, dial plans, and carrier circuit cutover.
GLOBAL UC / CONTACT CENTERS / MIGRATIONS
03 / INFRASTRUCTURE
Connections that
support the market.
NASDAQ / INSTINET / INET ATS / THE ISLAND ECN
Deployed and supported Cisco voice services for 400+ users across five locations, including a 40-agent helpdesk.
Directed 150+ customer connections supporting trading services, consolidated contact center platforms, and migrated 100 users to the NASDAQ VoIP infrastructure.
VOICE / NETWORKS / PLATFORM CONSOLIDATION
THE THROUGH LINE
Technology evolves.
Connection stays essential.
My career has grown from network operations and backbone engineering to global voice systems and modern collaboration platforms. The constant is solving the problem and supporting the people behind it.
03 / THE JOURNEY
Built from
the ground up.
Hands-on roots.
Enterprise perspective.
2017 — PRESENT
Arbitration Forums
Network Voice Engineer
Enterprise voice operations, Cisco UC modernization, contact center engineering, and collaboration migrations.
2013 — 2017
Presidio
Senior Voice Collaboration Engineer
Government-site deployments nationwide: readiness surveys, technical designs, installation, number porting, acceptance testing, and post-deployment support.
2012 — 2013
AT&T
Voice Design Engineer
Legacy-to-IP voice migrations, dial plans, implementation documentation, and advanced Cisco UC troubleshooting.
2006 — 2011
Goldman Sachs
Senior Voice Engineer · Global Voice Services
Global Cisco voice infrastructure, enterprise contact centers, international migrations, and technical team training.
2002 — 2006
NASDAQ
Senior Network / VoIP Engineer
Multi-site voice and network operations, contact center consolidation, and customer connectivity for trading services.
1996 — 2002
Exodus / GlobalCenter / Global Crossing
Operations Lead → Senior Engineer → Manager
Progressed from network operations to managing four engineers. Supported a backbone spanning 550+ Cisco devices and 2,000+ customers; trained staff in London and helped open a European data center.
FOUNDATIONS
Telecommunications studies
LaGuardia Community College, Long Island City, NY
56 credits toward an A.A.S.
Prior Cisco certifications
CCNP · Cisco Certified Network Professional
CCDA · Cisco Certified Design Associate
04 / WHAT’S NEXT