• Responsible for architecting, engineering, designing, deploying and testing server systems infrastructure for the global server footprint for the third largest BPO in the industry. Set business standards and policies for all server systems internationally.• Provide consultation and direct technical support in life cycle planning, developing design proposals, problem management, integration and configuration.• Responsible for project planning and architecting scalable systems infrastructure solutions to meeting business requirements for a high availability infrastructure whether on-premise or in the Cloud (Azure, AWS, Google). This includes detailing current and future requirements, planning analysis, project design, cost and personnel resource estimation for project implementation.• Works with Executive, Director level IT and Operations leadership to validate requirements and communicate solutions.• Enterprise Email projects to include all versions of Exchange, Office 365 and cost-effective alternative solutions with flavors of Linux for mailbox use for agents.• Early adopter of Cloud technology and with all facets of Microsoft and AWS offerings. • Supported all facets of PCI DSS, Sarbanes-Oxley, ISO, SAS70 audits by internal and external resources. PCI audits includes discovery, remediation and direct negotiation with QSA.• Provides 24x7x365 L4 technical support to the enterprise.

SYKES was acquired by SITEL Group in August 2021• Responsible for architecting, engineering, designing, deploying and testing network, systems and telephony infrastructure. Designed and deployed the SYKES global server footprint whether Active Directory, Exchange, SQL and Desktop for 250+ LOB within SYKES. Set business standards and policies for all systems internationally.• Provide consultation and direct technical support in life cycle planning, developing design proposals, problem management, integration and network configuration.• Responsible for project planning and architecting scalable systems, network and telephony infrastructure solutions to meeting business requirements for a high availability infrastructure whether on-premise or in the Cloud (Azure, AWS, Google). This includes detailing current and future requirements, planning analysis, project design, costs, and personnel resource estimation for project implementation.• Works with Executive IT, Regional IT and Operations leadership to validate requirements and communicate solutions.• Supported all facets of PCI DSS 3.2, Sarbanes-Oxley, ISO, SAS70 audits by internal and external resources. PCI audits includes discovery, remediation, and direct negotiation with QSA.• Founding member of the SYKES Cloud Governance Board. Build the initial offering and continued as Architectural advisor. Early adopter of Cloud technology and worked with Amazon regarding Amazon Connect integration whether Directory Service or full SAML 2.0. Worked with Microsoft regarding Azure projects (Azure Pulse) for design work with Scale Sets, Availability Sets, VM guests, and SaaS.• Provides 24x7x365 L4 technical support to the enterprise.

• Manage, direct and design network systems structured for e-commerce including Windows Server Systems, HP-UX, Linux and Riverbed systems. This also includes Microsoft ISA, Microsoft SQL, Microsoft Exchange and Active Directory.• Managed the Global Systems Engineering team within the Sykes. Worked with Fortune 500 business to ensure client ramp was a smooth process. Set business standards and policies for all systems internationally.• Converted 30% of all servers globally to Virtual Guests with VMWare. Early adopter of VM technologies. Created “Call Center in a Box”, deploying standard footprint to a single server.• Managed and directed international and domestic contact center expansion and resources on data center design (footprint, HVAC, power, etc.) and design server / workstation configurations that meet or exceed client expectations.• Designed and deployed Riverbed technologies to integrate client tools for bandwidth optimization with Microsoft ISA. Optimization averages 85%. Recognized by Riverbed, nominated for awards with Computerland and speaker for Riverbed. • Supported all facets of Sarbanes-Oxley, ISO, SAS70 audits by internal and external resources.

• Designed, managed and directed the implementation of all new Call Centers. • Managed all IT resources within the Sykes American organization. Set business standards for all systems within the Americas• Internal Sykes Microsoft Consultant for Sykes America.• Designed, managed and directed the implementation of all new Call Centers. • Direct and manage the 2nd tier level group for Sykes American centers.• Manage and support LAN/WAN network for Sykes America.• Member of the Global IT Steering team.

• Managed all IT resources within the Sykes American organization. Set business standards for all systems within the Americas• Internal Sykes Microsoft Consultant for Sykes America.• Designed, managed and directed the implementation of all new Call Centers. • Design and implemented BackOffice products for the Americas Call Centers. This included Windows 2000 AD, Exchange 5.5 and SMS 2.0 implementations.• Member of the Global IT Steering team.

• Managed all resources for IT / IS for the CSP fulfillment facilities in Nashville, Tennessee and Fremont, California. • Recommended, designed and setup client connectivity for e-commerce. Onsite visits with clients to recommend connectivity or configuration of networks.

• Built NT 3.51 and 4.0 Servers for Corporate to match quality and dependability of Refrigeration Division.• Designed, implemented and supported Exchange 5.0/5.5 for Internet email linking 4 existing MS-Mail Postoffices via LAN/WAN connectivity.• Managed Refrigeration Division, recommended and evaluated all software purchased for the Division. Managed local budget and all purchases for the Division. Managed IS personnel in multiple sites.• Designed, implemented and supported Proxy 2.0 with restrictive rights in a trusted-domain environment.• UNIX Administrator for Refrigeration Division.

• Installed and supported 34 schools LAN/WAN network on Prime Mini-computer (4150) and converted to Novell 4.1 Server structure.• Supported OSIRIS 4.3 Student Database on Novell network.• Installed and supported Edulog program from Transportation department. • Designed, installed and support ACT1000 maintenance program to track daily Work Orders, Personnel Accountability, and Inventory Control.