DOMINICK A. CARZOLI

• Provide technical support and deployment assistance for Acrobits' SIP-based communication solutions, including Cloud Softphone, Groundwire, and Acrobits Softphone across enterprise and service provider environments.
• Troubleshoot complex VoIP, SIP, provisioning, call routing, push notification, and interoperability issues involving PBX platforms, SIP providers, and cloud communication services.
• Diagnosed and resolved issues related to APIs, VoIP infrastructure, mobile applications, backend services, and third-party integrations, ensuring seamless communication and service reliability.
• Collaborated with customers, service providers, product management, QA, and engineering teams to resolve issues, enhancing platform stability and customer experience.
• Support testing, release validation, quality assurance, and application lifecycle activities across iOS, Android, Windows, and desktop platforms.
• Managed app store submissions, technical documentation, onboarding, configuration, and knowledge base development as a liaison between customers and engineering teams, supporting mobile and cloud communication products for global customers.
• Coordinated submissions to Apple App Store and Google Play to facilitate timely app releases.
• Performed thorough API testing and validation using Postman to confirm service integrity.

• Founded and managed independent woodworking, fabrication, and content creation business, creating custom solutions for clients.
• Led end-to-end project delivery, including planning, budgeting, customer communication, quality control, and execution.
• Maintained long-term partnerships with Mirka, IGM Tools, Sortwall, Iluka Designs, Bleispitz, and ARKA Kraftprotz, enhancing collaborative opportunities.
• Produced engaging video content, product demonstrations, technical reviews, photography, and social media campaigns, driving audience engagement.
• Conducted product testing and provided technical feedback supporting partner product development and promotion.

• Provided 3rd-level technical support, resolving complex incidents, service requests, and system issues while consistently meeting SLA targets.
• Served as escalation point for internal teams, customers, and field engineers, facilitating efficient troubleshooting and issue resolution.
• Supported global cloud communication deployments across Mitel and Partner Delivered environments, providing voice, collaboration, and infrastructure solutions for enterprise customers.
• Managed Mitel MiVoice Business hardware environments in Prague, supporting installation, maintenance, upgrades, and integration with customer communication solutions.
• Collaborated with leadership on resource planning, workload management, and skills development across Unified Communications portfolio, mentoring junior engineers.

• Managed enterprise SaaS infrastructure and production environments, ensuring scalability, performance, security, and high availability for business-critical services.
• Administered and supported Red Hat Linux, F5, Apache, SSL, SSO, SQL, LDAP/Active Directory, cloud-based application platforms to ensure seamless operations.
• Led incident management and root cause analysis to drive service improvement initiatives, minimizing downtime and preventing service degradation.
• Implemented monitoring, backup, failover, disaster recovery, and capacity planning strategies to support operational resilience and business growth.
• Collaborated with engineering and architecture teams on change management and automation, optimizing infrastructure and enhancing production readiness.

Service Desk Support

• Provided 1st and 2nd level technical support for DHL employees across global operations.
• Resolved incidents, service requests, account issues, and application-related problems through phone, email, and ticketing systems, ensuring timely support for users.
• Maintained SLA compliance while providing support to users across multiple regions and business units, contributing to consistent service quality.
• Utilized enterprise service management tools including BMC Remedy to track and resolve incidents.

System Support

• Delivered on-site desktop and infrastructure support for approximately 1,400 employees within DHL's Prague office.
• Diagnosed and resolved hardware, software, operating system, and peripheral-related issues.
• Managed workstation deployments, hardware replacements, software installations, and user onboarding activities.
• Collaborated with infrastructure and application teams to enhance IT service delivery and support stability.

• Ensured data accuracy and consistency across business systems, facilitating reliable reporting and decision-making.
• Managed customer master data and record maintenance in SAP, enhancing data integrity for business processes.
• Supported process improvement initiatives and cross-functional operations, contributing to streamlined workflows.