Heinrich Scherman

Solutions Architect with 12+ years of experience designing, implementing, and supporting enterprise telecommunications and network infrastructure solutions. Expertise in MPLS, Direct Internet Access (DIA), WAN/LAN, routing and switching, FortiGate, Juniper, MikroTik, VPN technologies, and pre-sales engineering. Proven success partnering with enterprise and government customers to design scalable, secure, and cost effective network solutions.

Experienced leader with a strong background in technical consulting, stakeholder engagement, escalation management, and leading high-performing engineering teams in SLA driven environments. Proven track record of career progression through multiple technical and leadership roles while delivering enterprise networking solutions for commercial and government customers.

Solutions Architect at Vox Telecom (2024-03 – 2026-08)

• Partner with enterprise and government customers to identify business and technical requirements and develop scalable network solutions aligned with business objectives.
• Design scalable, secure, and cost effective MPLS, Direct Internet Access (DIA), WAN, and firewall solutions.
• Translate customer requirements into enterprise network architectures aligned with business objectives.
• Deliver technical consultation throughout the sales lifecycle, ensuring proposed solutions meet customer requirements.
• Develop technical proposals, solution documentation, and network diagrams using Microsoft Visio.
• Configure and demonstrate MikroTik routing solutions to validate proposed network designs.
• Perform configuration and navigation of Juniper networking devices.
• Implement foundational FortiGate firewall configurations as part of enterprise solution designs.
• Support account managers throughout the sales lifecycle by delivering technical presentations, solution proposals, and customer-focused solution design.
• Collaborate with engineering, operations, and vendor teams to ensure successful solution delivery.

Technical Escalations Manager at Vox Telecom (2022-05 – 2024-02)

• Managed executive-level technical escalations involving enterprise customers, vendors, and internal stakeholders.
• Maintained 95% SLA compliance by prioritizing and resolving critical network incidents.
• Coordinated complex technical incidents with upstream providers to restore customer services efficiently.
• Led escalation review meetings and drove continuous service improvement initiatives.
• Provided advanced technical guidance and mentoring to engineering teams.
• Built strong customer relationships through effective communication and ownership of critical incidents.

Team Lead – Tier 2 & Tier 3 Support at Vox Telecom (2017-11 – 2022-04)

• Led and mentored a team of 17 network engineers supporting enterprise networking environments.
• Managed team performance through KPI tracking, coaching, and regular performance reviews.
• Improved operational efficiency and SLA compliance through process improvements and technical mentoring.
• Served as Acting Operations Manager, overseeing daily technical operations and service delivery.
• Managed high-priority customer escalations and ensured timely resolution.

Tier 3 Network Engineer at Vox Telecom (2015-02 – 2017-10)

• Delivered advanced technical support for enterprise network infrastructure.
• Configured and maintained FortiGate and Juniper firewall environments.
• Supported Cisco and MikroTik routing and switching infrastructure.
• Implemented IPsec and SSL VPN solutions.
• Resolved complex networking incidents while maintaining SLA compliance.

NOC Team Lead / Junior NOC Team Lead / NOC Engineer at Vox Telecom (2012-02 – 2015-01)

Progressed through multiple technical leadership positions while supporting enterprise network monitoring, customer support, incident management, and team coordination within a high-availability operations environment.