Please visit our program's website for more information: https://www.colorado.edu/business/executive-education-leeds/customer-experience-certificate-program-onlineYou can also find my advisor profile here: https://www.cuboulder.education/derek-hanson

- Seasoned technical and people leader- Having the distinct honor to lead, mentor, and support a top-tier customer & solutions focused team- Enabling our customers to achieve their business goals through a combination of ingenuity and engineering excellence- Have exceeded influenced sales targets YoY with a proven and repeatable formula

Lead a highly specialized group of network, sales and software engineers to develop and implement custom solutions to inspire new sales and delight our customers. President's Club Winner for 2022

Working with up-market customers to build a unique and personalized experience leveraging our applications and communication APIs.- President’s Club winner for 2020

Nominated by Executive Leadership Team for Select Leadership Program

Providing businesses with a technological edge that enhances communications and automates business process workflow.

- President's Club Winner 2017- Received SE of the month award for February 2017Position Responsibilities:-Generate accurate and timely design configurations for customer sales quotations-Attend sales calls and assist with sales efforts-Conduct technical interviews with customers to clearly define needs-Provide technical expertise to ensure that customer needs are met-Maintain a working knowledge of the industry and competitors in order to act as a valuable resource to the customer and sales team-Review quotes, RFP’s, plans and other customer documents to develop and prepare an effective response or proposal-Conduct product demonstrations both in-person and using webinar tools-Provide sales tools and training for the sales force on conducting effective presentations and demonstrations on Vonage Business products to prospects and potential customers-Provide technical assistance to Product Management, Marketing, and Sales Training teams

Please visit our program's website for more information: http://cyber.ithaca.edu You can also find my board member profile here: https://cyber.ithaca.edu/derek-hanson.html

- Leading Denver SE for upmarket in Q2 2016- Selected for Q2/Q3 2015 Quarterly Awards- Supporting Mid-market & Majors Teams - Provide account management to larger, high-profile customers- Provide onsite implementations and demos when needed- Present advanced technical concepts through demonstrations, product overviews, and sales presentations- Develop advanced system configurations and implementations in response to customer needs and requirements- Develop and maintain expert understanding of all applications and products- Deliver sales and training programs to prospective and existing clients- Develop relationships with customers, sales and support teams, become a product and customer advocate, and provide world class technical support- Participate in the creation of training materials, technical documents, and product feedback- Representation at conferences, industry, and sales events as needed

- Provide CM/Endpoint support for Avaya's largest customers in the healthcare and finance industries- Provide Softphone Expertise to colleagues and outside organizations- Assist with implementations being done by our professional services team- Collaborate with our most talented adjunct engineers (CMS, Messaging) to determine root cause and resolve customer issues- Deep network capture analysis to determine cause of voice quality issue or signaling blocks or drops- Work closely with Tier4/R&D team to troubleshoot and help uncover the source of service impacting issues.- Provide Tier4 level support on One-x and legacy soft-endpoints

•Chosen to be a member of the Enablement Services (Tier3.5) for One-x Agent, One-x Attendant, and One-x Communicator products.•Serving as soft-endpoints SME and mentor to Tier3 engineers. This role involves providing technical direction, doing extensive research, performing issue reproduction in lab environment, and analyzing diagnostic logs and network captures. •Providing technical leadership to one-x endpoints team on a daily basis. Our team primary supports One-x Agent, One-x Communicator, and One-x Attendant. As a tech lead my duties consist of working with engineers to move problems to resolution more effectively, diffusing customer escalations, and assisting with highly complex problem scenarios.•Help support the needs of Operations Management by leveraging our team to accomplish them.. This may include items such as improving on metrics, focusing on aged cases, and helping to neutralize customer escalations. •Working as a lab manager with the responsibility of organizing equipment, maintaining software, and providing remote network accessibility for the soft-endpoints lab.•Provide input for necessary equipment/software purchasing for quarterly budgets.•Hold regular soft-endpoints meetings with Tier3 engineers to provide latest product releases, documented fixes, defect reports, and a live workshop for troubleshooting issues as a team. These meetings and the information discussed strengthens the engineers in their ability to support these products.•Viewed as go-to person for critical escalations by senior management

• Responsible for providing remote post-sales support of Avaya hardware systems (Legacy PBXs/Converged Servers), software (IP Agent/Softphone, Softconsole, One-x Communicator, One-x Attendant), integrated technologies (CTI applications, AES, Audix, Modular Messaging CMS), endpoints (analog/digital/h323/VPN/SIP stations, attendant consoles) and/or applications for customers (ASA, Val Manager) or field personnel utilizing telephone and remote diagnostic capabilities. • Authored and submitted proposal for all Tier3 engineers to be trained in Red Hat Linux, which was accepted and executed by senior leadership.• Work with LEC to resolve problems experienced on T1/H323/ISDN-PRI/CO/DID circuits. • Utilize CM tracing tools (MST, list trace) to diagnose call processing problems in CM and network analyzing tools (Wireshark) to properly identify the cause of VOIP problems (endpoint registration, audio quality, calls failure, etc.).• Responsible for supporting converged products (s8800/s8700/s8500/s8300, g250/g350/g450/g430 media gateways, g650 cabinets) and legacy Definity switches (s8100, G3R, G3SI, Prologix).• Led business critical conference calls working as technical lead with customer network, IT and voice teams, telecom providers, escalation managers, and executives from problem analysis to resolution.

• Serviced 3t Systems customers with world class desk-side IT support.• Provided remote system administration/support (Server, Network, Citrix, Applications). • Researched and proposed technology solutions to streamline ineffective IT processes.• Traveled to multiple-sites to fix problems/outages and address customer IT concerns.

• Delivered premium technical assistance to chief executives, their staff, and the department of executive protection to resolve technology problems experienced both in and out of the office. • Established and led information-sharing team that analyzed the team’s communication weaknesses and proposed solutions to them. (i.e. Technical Clipsheet)• Managed multiple medium sized IT projects that were tailored to our unique executive customer base. This included managing our team’s PC recycling project (replacing PCs with expired leases), facilitating the disk imaging and replacement of recalled hard drives, and planning and implementing a solid anti-virus strategy for our executive home PCs.• Researched, developed and designed the business solution for the secure deletion of highly sensitive executive data contained on computers and mobile devices. This involved meeting with data forensic experts, security experts and company policy authorities to decide which methodology should be used.• Chosen to support the IT needs of the Annual Shareholder’s meeting and offsite Board of Director’s meetings. This included scouting out the location to determine connectivity options, (Wi-Fi range, location of network ports) equipment setup, working in concert with the conferencing technician, and providing technical support to executives, meeting participants, and staff members

• Responded daily to technical problems and requests experienced in a Windows environment by 50+ Executives and their staff in the office, while mobile or at home. In the office, I was responsible for the installation, support and preventive maintenance of all forms of office hardware (printer, desktop/laptop, scanner, etc.) In the executive residences, I was responsible for the design, installation, support and maintenance of their home office LAN and their network connection to Ford (T-1, VPN over Cable or DSL). • Designed, authored and maintained team website and file server on a weekly basis. This involved maintaining a Windows 2000 Advanced Server, configuring IIS, writing HTML, creating hotspots with Fireworks, and publishing new information to website as soon as it was verified and considered newsworthy.