Awards and Recognition:Verizon Spotlight Award - 2H24 Demonstrating our Core Values Award (12/09/24)Verizon Spotlight Award - 2H24 Demonstrating our Core Values Award (12/02/24)Verizon Simple Thanks Award - 2H24 Teammate Support & Collaboration (09/26/24)Verizon Spotlight Award - 2H21 Going Far Above and Beyond Award (12/21/21)3Q 2021 - MVP - Shared Service Team (10/07/21)• Contributes whitepapers on Artificial Intelligence (AI) aimed at practice enablement• Provides leadership and engagement support to Enterprise, Public, & FedRAMP sectors• Contributor to both SMB and large Verizon CCaaS Wins• CX CCaaS technology-focused areas: NICE CXone, Genesys Cloud & Cisco Webex CC• Experienced Contact Center Consultant • Manages strategic initiatives within the Genesys Cloud CX solution offering• Advisory leadership toward discovery, requirements gathering, SOWs, and solutions• Advocates for process Improvement while maintaining a strategic vision toward growth• Experienced in competitive intelligence and market gap research analysis in CCaaS• Participates in Verizon volunteer activities

Awards and Recognition: Verizon Spotlight Award - 2H20 Demonstrating Verizon's Core Values Award (12/11/20) Verizon Spotlight Award - 1H20 Recognizing Our Partners Award (08/28/20) Everyday Heroes #15 - Honored as one of Verizon's Global Solutions Team Members (05/05/20)As a customer experience solutions architect, my primary focus has been helping customers adopt a cloud-based contact center solution that facilitates their pathway to digital transformation. By leveraging Verizon's CX ecosystem, customers benefit from curated contact center options involving NICE CXone and Genesys Cloud. These solutions can also include Verizon's IP Contact Center (IPCC), Hosted Interactive Voice Response (HIVR), Local Origination (VILO), Toll-Free (TDM and IP), SIP trunking, Network IVR, VIAA, and VOIP/MPLS/PIP, coupled with a variety of complementary third-party vendor solutions.• Act as a trusted advisor by guiding customers during their digital transformation process. • Conducted technical presentations and demonstrations, and assist presales teams with solution roadmap discussions, business requirement gathering, architectural designs, and RFx responses. • Enable the development of proposals, professional services estimates, and SOWs.• Support the account sales teams' understanding of the contact center industry and our solutions through education and proactive account planning.• Explain Verizon's solution differentiation to potential customers.• Design and architect CCaaS solutions that meet customers' business needs.• Develop and maintain robust business relationships with key customer contacts and decision-makers.

AI 2030 is an initiative aimed at harnessing AI's transformative power to benefit humanity while minimizing its potential negative impact. By bringing together leading experts from government agencies, academia, industry, and various sectors, AI2030 seeks to shape global AI agendas and foster public-private collaboration in the responsible development and use of AI. The initiative addresses various aspects of responsible AI, including governance, regulations, industry-specific frameworks, principles, best practices, and cutting-edge tools and solutions.

MSIS Program Instructor

• Demonstrated experience as a trusted consultant, specifically regarding to solution implementation, architectural review, integration design, and business processes.• Increased contact center configuration efficiency by 15% on average per quarter.• Reduced the contact center’s security exposure vulnerability by 20%. • Streamlined process by implementing optimization services and thereby reducing customer wait times.• Introduced time-saving methodology resulting in improved customer experience and satisfaction.• Increased contact center stakeholder rapport with third-party vendors by facilitating a weekly technology session conference. • Saved company money by reducing contact center TAC cases and decreasing internal IT staff hours.• Increased customer satisfaction and competency by hosting customer environment-specific Knowledge Transfer (KT) sessions, including mentoring customers on their environments.• Instrumental in delivering effective collaboration techniques and project management skills, resulting in delivery teams staying within timelines and estimates.

• Led engineering team to ensure successful customer engagement and advised pre/post-sales team on technical expertise.• Expanded customer capabilities and service offerings by enabling features, enhancing self-service menus, call flows, CTIOS/CAD data delivery, reporting, and CRM/Screen-pop.• Enhanced customer brand and reputation by hosting successful technical discovery sessions, which allowed internal clients to gather detailed business requirements for contact center workshops.• Demonstrated ability and experience in defining an overall technical solution, understanding the business requirements for the solution, and developing a response for any gaps between the technical and business needs.• Converted several clients’ applications from UCCX to UCCE in high quantities while maintaining high accuracy.

• Awarded (3) *Cisco Case Study merits for making the top 100 external clients' most frequently reviewed case studies for IPCC applications, pre-routing, and post-routing.• Trained and mentored numerous peers and clients on various environmental changes, from feature enhancements to product introduction.• Utilized project management skills to effectively serve as an Account Manager for clients, overseeing simultaneous and multiple projects, deployments, and tasks.*Case Study: How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network*Case Study: How Cisco IT Reduced Linksys Contact Center Outsourcing*Case Study: How Cisco IT Migrated Call Centers to IP Contact Center

• Honorable Discharge, 6/94• Bestowed USMC Citation Award, 6/91• Successful integration of Saudi Arabic Military Telecommunications equipment during the Gulf War, which led to an accommodation award from the United States Marine Corps. • Oversaw and instructed 20 Telecommunication Specialists• Responsible for training and instruction of U.S. government telecommunications equipment.• Installation and deployment of SB3865 and SB3614 mini-PBX equipment. Connection of PBX equipment to GPS (Global Positioning System) and Radio/SAT Comm. • Reinforced MDF and IDF Telecommunication closets, maintenance and repair responsibility of COAX cable, Fiber Optic and Copper.