Oversee global engineering operations encompassing software development, quality assurance, observability, support, and AI initiatives. Drive innovation and strategic direction while fostering a culture of engineering excellence, resulting in exceptional team retention and customer-centric solutions▪ Pioneered development of low-code/no-code cloud SaaS ETL platform with API flow editor and job scheduler, resulting in $200,000 reduction in operational expenses▪ Engineered enterprise-wide observability platform incorporating Kafka, Grafana, and InfluxDB, monitoring 40,000+ desktops in real-time and delivering $600,000 annual OPEX savings▪ Orchestrated AI Large Language Model RAG platform initiative, enhancing knowledge retrieval through custom vector search algorithms▪ Transformed QA processes with advanced test automation framework, integrating AI-powered testing tools and REST APIs to accelerate delivery cycles▪ Established comprehensive CI/CD framework achieving 50% faster releases and 85% test coverage, optimizing team productivity through streamlined deployment processes

Selected to drive architectural vision across business divisions, championing full-stack excellence, API integration, and process automation. Unified development practices while bridging cross-functional teams.▪ Established comprehensive development standards for full-stack projects across multiple business divisions, creating a unified approach to software development and system integration.▪ Designed and implemented enterprise-wide REST API integration framework, enabling seamless communication between disparate systems while ensuring scalability and maintainability.▪ Guided infrastructure observability initiatives by defining monitoring strategies, implementing tooling, and creating standards for system health tracking and performance optimization.

Develop and implement innovative observability solutions while managing critical vendor relationships and third-party integrations.▪ Architected and implemented comprehensive observability strategy through collaboration with product experts,customers, and vendors, significantly increasing proactive issue detection and reducing system downtime.▪ Established architectural patterns and best practices for system integrations and monitoring solutions, creating a foundation for scalable and maintainable systems.

Implement and Support Cisco UC solutions.

Responsible for managing customers, voice engineers and projects to successful completion. Developed voice services, sales, support strategies and processes. Mentored junior engineers into voice engineering role.

Provide support to sales and operations divisions. Train field engineers on best practices on Cisco IPT projects and provide escalation support to field engineers. Develop complex SQL interfaced IPCC/UCCX scripts for IVR/ACD applications. Developed Cisco certified applications to provide value added product offerings.

Design, implement and troubleshoot Cisco AVVID networks. Interface with customers to asses voice network needs and create most cost effective and robust solution. Authored applications in Microsoft’s .Net platform leveraging AXL and XML. Developed IPCC Express scripts using XML with ASP.Net interfaces. Authored applications in VB and VBA to enhance productivity during the entire AVVID project cycle. Conduct site surveys for future AVVID installations. Work with management in creating profitable and attainable scopes of work. Create bill of materials in the pre-sale of a project including labor cost projections.

Design, implement, and troubleshoot Cisco data and AVVID networks. Specialized in Cisco Callmanager, IPCC Express and Unity Unified Messaging deployments in a Microsoft Exchange environment. Authored software for NEC UNIX products and Cisco AVVID using C++. Primary languages used were C++, VB, and VBA. Provide project management on special projects. Provide technical support nationally for field resources. Engaged management with project team in conducting post mortem on all special projects for future growth.

Work with installation team to integrate advanced applications and products. Responsible for authoring software for product integrations and productivity enhancement. Provide technical support for field support resources.