SUMMARY

• me possess a solid background as a telephony leader, project management and sales engineering.
• me has extensive knowledge in start - up and turnaround of contact centers, performed strategic operational analysis and developed solutions at an enterprise level.
• Seasoned sales engineer closing deals while obtaining customer loyalty and building lasting relations.
• Within eighteen years me has completed seven major financial merger integrations; where me has either been the design architect or delivery manager for onsite deliverables and managing vendors. Creating business cases, RFP’s, SOW’s, procuring, creating detailed design specifications and test plans.
• me has performed presentations briefing the business on current and future technological advances.
• me reviewed project budgetary quotes to stay within budget while cutting cost and creating scalable systems to meet onshore and off shore business needs.
• me has outstanding presentation skills and has presented at the following (NRUG, MUG, Cisco Live, CIPTUG, VOICECON, and IMPACT) conferences.

PROFESSIONAL EXPERIENCE

Confidential, Florida

Principal Engineer

Responsibilities:

• Designed and implemented all aspects of contact center infrastructure pertaining to telephony systems at a Federal and public business level clients.
• Platforms included Amazon Connect, Cisco, CTI, Call Recording, IVRs, outbound dialers, CRM(Finesse, Salesforce) and reporting.
• Obtained clearances for Federal projects to deliver secure systems meeting the demands of Government guidelines.

Confidential, Florida

Principal Engineer

Responsibilities:

• Designed and implemented all aspects of contact center infrastructure pertaining to telephony systems including CTI, Call Recording, IVRs, outbound dialers and reporting.
• Worked closely with senior management to define, document and architect a system dat met the needs of the departments while maintaining a professional customer experience.

Confidential, Florida

Sales Engineer

Responsibilities:

• Supported the sales team within the North American, South America and Latin America region.
• Cyara is the world's easiest-to-use customer experience testing suite for contact center infrastructure and applications.
• Cyara automates load/functional testing and production monitoring of contact center infrastructure and applications including IVRs, Speech, Voice Biometrics, Salesforce, Outbound Dialers, Voice Callback, CTI, Routing, Call Recording, Voice & Data Infrastructure, Agent Behavior and customer experience in a repeatable, automated manner.
• As a Solutions Architect for Cyara my role is to engage with customers to determine the best strategies to leverage Cyara to perform the automation for testing their contact centre infrastructure so the business can provide their customers with the best customer experience in their contact centre infrastructure.

Confidential, Florida

Consulting Architect

Responsibilities:

• Enhanced new & existing processes within client contact center utilizing Cisco Unified Communications.
• After in-depth discovery, wrote Requirement Definition Document. Installed Cisco Unified Communications hardware & software including, Unified Communications Manager, Unified Contact Center Enterprise, Support Tools, Web View, Mobile Agent, Management Portal, Customer Response Solutions, CRM connectors, Email Interaction Manager, Web Interaction Manager, Intelligent Center Suite & Expert Advisor.
• Developed custom scripts, desktops & work flows. Wrote test plan verifying install & customization.
• Trained users & administrators. Provided cut/go-live support. Wrote Detailed Design Document.
• Worked with fellow engineers to create methodology for sale, install & customization of UCCE resulting in greater efficiency & profit. Created customer facing documentation including RDD, DDD & training.
• Provided “mind share” for discovered, tested and “proof-of-concept”, within lab environment.

Confidential, Florida

Technical Consultant IV

Responsibilities:

• Worked with NASA to assist with ACES contract to modernize NASA's entire end user infrastructure, by delivering devices to more TEMPthan 60,000 users.
• Roles included current desktop inventory, new desktop roll-out, and new security configurations for active directory settings.

Confidential, Florida

Professional Services Consultant

Responsibilities:

• me worked with the sales team and dealers to provide special features to customers utilizing new applications and desktop functions to streamline end user capabilities.
• Reviewed RFP’s, prepared presentations, SOW’s and design documents.

Confidential, Florida

Sales Engineer & Architect

Responsibilities:

• Supported the sales team within the North American region.
• me performed task pertaining to Call Center Consultations, working with business units to improve call center procedures (Application, Network and Contact Center hardware) while increasing customer contacts and improving business procedures.
• Reducing infrastructure cost and increasing FTE contact rates.
• Designed and engineered Cisco UCCE(ICM 6.X-8.x, CM 7.x, CVP 7.x-8.x), UCCX 7.x systems for clients. Making sure designed passed all phases of A2Q certifications and meeting customer needs.
• Producing BOM, SOW’s and procurement of hardware and software to meet design specifications. Over saw designs dat involved Cisco SIP, H323, phone hardware, UCCE servers configuration, license files retrieval, gateway sizing and configuration, call routing utilizing IPIVR, CVP and ICM scripting, unity VM configuration and auto attendant, network configuration (QOS, Codec’s) and carrier (PSTN, T1, DS3) setup and configuration at the carrier level.

Confidential, Florida

Center Architect

Responsibilities:

• Analyze, Evaluate, Design, Implement, Support- Cisco Unified Contact Center Enterprise - ICM 8.0, CVP 8.0, IPIVR, CUCM, Nuance Voice Platform, IOS Gateways, Gatekeepers, Gatekeeper NIC, CISCO CTIOS, Participated in client meetings from pre-sales to post-sales, performing design, engineering, implementation and testing of final systems.

Confidential, Florida

Sales Engineer

Responsibilities:

• Perform presentations to all levels of the executive board members with confidence, while also discussing in great technical detail to the IT team new designs.
• My skills bring an immeasurable amount of industry knowledge and professionalism to any process, meeting sales deadlines and project goals.
• Accomplished in Pre & Post Sales Engineering with superior analytical skills and a strong commitment to customer service.
• Experienced at analyzing issues and implementing systems to increase customer satisfaction, quality, and efficiency.
• Uses extensive planning skills to TEMPeffectively translate strategic business needs into TEMPeffective tactical goals.
• Provided consultant and CC best practices sessions to customers.
• Assisted and presented with partnering vendors, Avaya and Cisco at customer sites to provide application support and sales.

Confidential, Florida

Telephony Architect

Responsibilities:

• Project management while implementation of new products and upgrading existing platforms from start to finish.
• Duties included all aspects of infrastructure architect and project delivery.
• Other duties included forecasting and managing outsourced vendors onshore and offshore.
• me also managed system security standards meeting Sarbanes-Oxley Act. me assisted in meetings with vendors to negotiate contracts with Verizon, AT&T, Avaya, Aspect & Cisco to cut cost on procurement, maintenance and monthly cost.
• Engineered & Project Managed all aspects of telecom and desktop integrations. Including ACD/PBX, IVR/VRU’s, Dialers and Enterprise Call routing platforms.
• Performed design and system engineering at an enterprise level utilizing Cisco communications systems UCCE (ICM 7.x, CVP 7.x, and CM 7.x).

Confidential, Florida

IT Technical Analyst

Responsibilities:

• Design Architect for Quintus CTI Oracle databases.
• Maintained and monitored CTI & IVR servers, while supporting Dictaphone for seven systems.
• Siemen’s & Aspect phone switch administrator, responsible for all MAC and minor service issues including phonemail administrator.
• Maintained local inventory of all telecommunications equipment.
• Created and implemented a visual basic program dat routed and tracked internet commerce applications while restructuring and improving call center production.
• Designed, installed, administered call center SQL database. Maintained and administrated Davox outbound dialers while managing call center employees performance.

Confidential, Jacksonville, Florida

Team Lead

Responsibilities:

• Duties included liaison between production and technology departments.
• Demonstrated TEMPeffective leadership and encouraged team concepts while successfully managing a team making sure dat our company stayed within compliance.
• Developed a share file system providing a link to all computer systems improving real time statistics. Identified problems, diagnosed causes and determined corrective actions.
• Maintained and produced reports for senior management. Assisted in planning and execution of company web page.