I thrive at the intersection of technology and customer experience, transforming visionary ideas into tangible products that drive business growth and user satisfaction. With a deep understanding of user needs and the technology behind making an innovative product, I lead cross-functional teams to deliver high-impact solutions in dynamic environments.

Create tools, automation, and experiences that align with the company's goals. Collaborate with key technology leaders to drive focus and bring ideas into valuable products that improve efficiency for our team members, allowing them to better deliver a world-class customer experience.

Lead and mentor a team of 30+ engineers with various specializations. Assist with customer escalations, internal processes, and management duties. Create knowledgebase articles, lead internal training, and maintain lab environment.

Provide expertise to problem identification, troubleshooting, and resolution for Enterprise Applications. Responsible for providing third-level support to our customers via escalations.

Lead and mentor a team of UC engineers while working on customer requests remotely. Assist with escalations from projects and design questions as needed. In depth troubleshooting utilizing linux log files and TSAPI traces. Create knowledgebase articles, perform internal training, and maintain lab environment. Achievements: Company Lead SME for AES/CTI questions and escalations SME for One-X Products and Conferencing systems Frequent, consistent “kudos” from both internal and external customers CEAL team member (selectively chosen highly technical Engineering team)Carousel Award Program reward recipient (commitment to quality, can do attitude, and outside the box thinking) Selected to be the Team Leader of a group of 8 people (dual role for over a year)

Company merged with SPS. Design and support Avaya customers’ equipment as a Platinum Business Partner engineer. Support customers remotely as well as onsite with installation, system changes, and upgrades of telephony products. Provide VoIP design counsel, recommendations, and advice for the company. Work on a wide variety of system releases and equipment. Specialize in IP telephony, call center, and new technology. Primary development engineer for a new Voice and Data monitoring product called Viz-ibility. Used Perl scripts to create complex rules based on regular expressions in order to auto remediate both simple and complex telephony tasks.

Develop, implement and support all internal telecommunications equipment. Installation, move/add/changes, maintenance and repairs to ensure all systems are functioning optimally. Design, document, and monitor telecom infrastructure. Interface and build rapport with vendors and internal teams for faster issue resolution and minimal down time. Keep up to date with latest technology to keep the team leading edge. Provide technical expertise used as a reference. Redesigned vectors to optimize features of newest software release. Saved the company money by implementing creative solution alternatives.

Provide top-notch, world-class technical assistance to our highest tier customers in regard to design, assessment, analysis, and troubleshooting of IP-driven systems. Support software applications integrated with multi-vendor hardware equipment and voice products by providing consultation services to customers, technicians, and internal associates.Achievements: Proficient with Converged (S8x00s), Legacy (Defininty G3x), Voice Mail (Audix) systems, and Linux Hardware: Definity G3r, G3si, Prologix, s8700, s8100, s8500, s8300, CCS, DefOne, Intuity, DefAud  Software: Avaya CM, MV, IP Softphone, IP Agent, Softconsole, SIP, Ethereal, ASA, Linux Frequently act as peer mentor, preventing escalations to the next tier and providing guidance to fellow associates on complicated troubles Assisted in setting up, configuring, and maintaining our product testing lab Created and facilitate S8300 classes given to new associates Created and maintain reference web pages for S8300, CCS, and SIP for all associates to utilize Frequently received customer commendations for outstanding support Always dive head first into complicated projects that are normally handled at the next tier of support Frequently called upon by management for special projects involving a high degree of technical proficiency Consistently received outstanding ratings in yearly performance review, exceeding all metric objectives