I led La-Z-Boy Southeast’s upgrade of its PBX phone environment to Mitel Connect (formerly ShoreTel) — mapping the migration with our vendors, testing thoroughly, and training staff so the business kept talking through the entire cutover.
Upgrading the Line Without Dropping It
The phone system is how a furniture business reaches its customers and its stores reach each other. Upgrading the PBX meant migrating live telephony to a new platform, validating every feature, and bringing users along — with zero tolerance for a dead line.
What I Delivered
Migration roadmap
Built the upgrade plan with our vendors — sequenced so every step had a fallback.
Tested cutover
Validated the new Mitel Connect environment through thorough testing before go-live.
User onboarding
Trained managers and staff and set clear expectations so the new system felt familiar fast.
PBX reliability
Tuned network and telephony so call quality and uptime held after the switch.
Skills & Tools
The stack behind this build — tap any to see related work.
The Impact
The PBX moved to Mitel Connect with communication uninterrupted — better functionality, a supported platform, and users who were ready for it. The upgrade landed the way phone upgrades should: quietly.
A Quiet Cutover
Telephony is infrastructure you only notice when it fails. A tested roadmap and real user training turned a platform migration into a non-event — exactly the outcome a phone-system upgrade should aim for.
