Primary responsibilities are leading, building, developing, and implementing sales strategies for the National Practices Contact Center sales team to achieve operational objectives. Create and maintain client relationships within the customer base to include meetings with manufacturers, customers, and partners to continue and enhance the effectiveness for the customer solutions.Developing and maintaining partner and eco-system relationships.

Contact Center Solutions Architect ManagerLeading a National Team Focused on Pre-Sales efforts for Contact Center, Customer Experience and Transformation. EnvisioningBusiness Continuity PlanningBusiness TransformationArchitecture Planning Solutions IntegrationMigration Strategies Risk Mitigation

Contact Center Solutions Architect- Results Oriented, Sales professional with Expertise Focused on Pre-Sales - Analyze, Evaluate, Design, Implement,Pre-Sales Support for all things Contact Center and Customer Care.EnvisioningBusiness Continuity PlanningBusiness TransformationArchitecture Planning Solutions IntegrationMigration Strategies Risk MitigationCisco Unified Contact Center Enterprise -UCCE, ICM, CVP, IPIVR, CUCM, Nuance Voice Platform, IOS Gateways, Gatekeepers, Gatekeeper NIC, CUSP, CUPS, CISCO CTIOS, Integration to Siebel.Certifications/ Exams:CCVPCCNA-VoiceCCNACisco Unified Contact Center Enterprise Support Cert ExamCisco Unified Contact Center Enterprise Implementation Cert Exam Cisco Unified Contact Center Enterprise Design Cert ExamCisco Unified Contact Center Enterprise SpecialistExpertise in the following:Cisco ICM,Cisco IOS Gateways, Cisco VXML gateways, Cisco Gatekeeper, Cisco Unified CallManager, Cisco Unified Customer Voice Portal (CVP), Nuance Voice Platform (NVP), Avaya G3, Avaya CMS, Avaya CLAN, Avaya MAPD, Adomo Unified Messaging, Siebel Integration with Cisco/ Avaya.

Contact Center Solutions Architect Team Lead- National Team Focused on Pre-Sales efforts for Contact Center, Customer Experience and Transformation. EnvisioningBusiness Continuity PlanningBusiness TransformationArchitecture Planning Solutions IntegrationMigration Strategies Risk Mitigation

Senior Contact Center Engineer- Responsibilities include Analyze, Evaluate, Design, Implement,Pre-Sales Support for all things Contact Center (call center)-Cisco Unified Contact Center Enterprise -ICM, CVP, IPIVR, CUCM, Nuance Voice Platform, IOS Gateways, Gatekeepers, Gatekeeper NIC, CISCO CTIOS, Integration to Siebel.Certifications/ Exams:CCVPCCNA-VoiceCCNACisco Unified Contact Center Enterprise Support Cert ExamCisco Unified Contact Center Enterprise Implementation Cert Exam Cisco Unified Contact Center Enterprise Design Cert ExamCompleted Projects:UCCE Technology Refresh/Upgrade to 8.5- Jan 2012-May 2012-UCCE, CVP(convert from IPIVR to CVP), CTIOS- Agents G729- APAC, Philippines, US- UCCE Customer Transformation Project- June 2010-June 2012UCCE/ CVP- Implementation Lead Engineer-14 locations/ 11 Contact Center Locations across North America- 1300+ agents, SIP and G729 End to End- UCCE Re-scritpting Project: Jun 2010Re-script 30 UCCE scripts with IPIVR to best practices based call flows.UCCE Implementation/ Convert Contact Center to Cisco: March-May 2010Converted users from Key system to UC/ UCCE-Approx 10 scripts, 30 Agents.Upgrade UC/ UCCE- Jan/Feb 2010CUCM 5.1.3 to 7.1.3CUPS 6.0 to 7.0.5Unity 5.0 to 7.0.2IPIVR 5.0.2 to 7.0.1UCCE from 7.2.3 to 7.5.6IOS Gtwys from 12.4.15.T to 12.4.24.TUCCE 7.5 Implementation Support-Nov/Dec 2009Appox 100 agents.Expertise in the following:Cisco ICM,Cisco IOS Gateways, Cisco VXML gateways, Cisco Gatekeeper, Cisco Unified CallManager, Cisco Unified Customer Voice Portal (CVP), Nuance Voice Platform (NVP), Avaya G3, Avaya CMS, Avaya CLAN, Avaya MAPD, Adomo Unified Messaging, Siebel Integration with Cisco/ Avaya.

Senior Contact Center Engineer- Responsibilities include Analyze, Evaluate, Design, Implement,Pre-Sales Support for all things Contact Center (call center)-Cisco Unified Contact Center Enterprise -ICM, CVP, IPIVR, CUCM, Nuance Voice Platform, IOS Gateways, Gatekeepers, Gatekeeper NIC, CISCO CTIOS, Integration to Siebel.Certifications/ Exams:CCVPCCNA-VoiceCCNACisco Unified Contact Center Enterprise Support Cert ExamCisco Unified Contact Center Enterprise Implementation Cert Exam Cisco Unified Contact Center Enterprise Design Cert ExamCompleted Projects:UCCE Technology Refresh/Upgrade to 8.5- Jan 2012-May 2012-UCCE, CVP(convert from IPIVR to CVP), CTIOS- Agents G729- APAC, Philippines, US- UCCE Customer Transformation Project- June 2010-June 2012UCCE/ CVP- Implementation Lead Engineer-14 locations/ 11 Contact Center Locations across North America- 1300+ agents, SIP and G729 End to End- UCCE Re-scritpting Project: Jun 2010Re-script 30 UCCE scripts with IPIVR to best practices based call flows.UCCE Implementation/ Convert Contact Center to Cisco: March-May 2010Converted users from Key system to UC/ UCCE-Approx 10 scripts, 30 Agents.Upgrade UC/ UCCE- Jan/Feb 2010CUCM 5.1.3 to 7.1.3CUPS 6.0 to 7.0.5Unity 5.0 to 7.0.2IPIVR 5.0.2 to 7.0.1UCCE from 7.2.3 to 7.5.6IOS Gtwys from 12.4.15.T to 12.4.24.TUCCE 7.5 Implementation Support-Nov/Dec 2009Appox 100 agents.Expertise in the following:Cisco ICM,Cisco IOS Gateways, Cisco VXML gateways, Cisco Gatekeeper, Cisco Unified CallManager, Cisco Unified Customer Voice Portal (CVP), Nuance Voice Platform (NVP), Avaya G3, Avaya CMS, Avaya CLAN, Avaya MAPD, Adomo Unified Messaging, Siebel Integration with Cisco/ Avaya.

Completed the retirement of 3 Avaya G3R PBXs and staged the retirement of the 4th Avaya G3R PBX- migrating/ retiring single line/ ancillary devices. All of the contact center users have been migrated to UCCE. Worked with Team to create a process and CVP call Flow to migrate Octel Forms Apps to CVP, then retiring the Octel platform.Completed project plan and task list to upgrade CUCM from 4.2.3 to 6.1.4, CVP from 4.1.1 to 7.0.2es2, and UCCE from 7.2.7 to 7.5.6/7 with a completion date of 12/31/09.Completed (Jul/Aug 2009) upgrade of ICM from 7.2.2 to 7.2.7 and CTIOS Server from 7.2.2 to 7.2.7- Completed (JAN 31,2009) Converting 200+ Skill Groups and 1500+ Agents from 4 Avaya G3R PBX(s) to Cisco Unified Contact Center Enterprise-UCCE-ICM 7.2, CVP 4.1, UCM 4.2, Adomo Unified Messaging, Cisco CTIOS 7.2 Agent Desktop- integrated with Siebel 7.5.As Lead Engineer collaborated with Partner to Implement and Configure CVP 4.1, IOS Gateways, VXML Gateways and Gatekeeper setup to migrate 5 Avaya Contact Centers to UCCE.*Worked with Cisco Account Team and Cisco CCBU-sponsoring a request to allow more IVR concurrent ports on IVR PGs- Result of request increased port capacity from 1200 per PG to 4800 per PG, facilitating consolidation of PGs and was released as available to all Cisco ICM 7.2.2 and beyond customers.Completed —ASPECT Integration with Cisco RTA, Real Time Adherence ProductComplete ICM Upgrade from 7.1.3 to 7.2.2- RTR/LGR/HDS/15 Duplexed PGsComplete Implementation of Adomo Unified Messaging Solution with Avaya and Cisco CallManager.Expertise in Cisco ICM,Cisco IOS Gateways, Cisco VXML gateways, Cisco Gatekeeper, Cisco Unified CallManager, Cisco Unified Customer Voice Portal (CVP), Nuance Voice Platform (NVP), Avaya G3, Avaya CMS, Avaya CLAN, Avaya MAPD, Adomo Unified Messaging.

Convergence Team - Voice Network Analyst: Responsibilities Included Analyze, Evaluate, Design, Implement,Level 3 Support- UCCE -ICM 7.2, CVP 4.1, IPIVR 4.0, UCM 4.2.3, NVP-Implemented BCBSF First Contact Center, converted from Avaya Call Center to Cisco UCCE environment. ICM 6.0, CCM 3.3.4, IPIVR 3.1, Avaya G3, CMS, MAPD, CLANImplemented Cisco Mobile Agent/ IPCC solution for remote agent support over Citrix and VoIP to POTS PSTN lines.Web access and a pots/cell phone as a Contact Center Agent.Completed Upgrade of ICM from 6.0sr3 to 7.1.3- completely replaced the duplexed routers, LGR, RTR, HDS servers and re-homed all PGS after upgrading to the new A and B sides-Part of the upgrade included add new ICM Domain.Completed Upgrade and Installation of 3 Call Manager clusters from 3.3.4 to 4.2.3- Build out servers, install CallManager, Configure and Validate buildout. Configure and Setup all connections to new ICM PGs.Completed RFI and selection process for Self Service IVR , which also resulted in an Ingress Gateway selection process to IP Enable inbound calls.- Install and Build out AS5400 Gateway Infrastructure for converting TDM traffic to IP to enable interaction with Nuance Self Service IVRs, while allowing transfers to connect to Avaya G3 Environment. Assisted with procurement and build out of Nuance Server/ IVR environment.Implemented IPCC -CCM3.3.4, IPIVR 3., ICM 6.0.sr3.-Migrated 17 Skill Groups from Avaya G3, and engineered a multi-skill solution to alleviate the necessity for re-skilling agents.Implemented Cisco IPVR for auto attendant functionality.Implemented Call Manager 3.1 and migrated 1500 professional users to VoIP.Cisco Voice Over IP- CVoice 9E0-431-Passed ExamExperience with Cisco ICM,Cisco IOS Gateways, Cisco VXML gateways, Cisco Gatekeeper, Cisco Unified CallManager, Cisco Unified Customer Voice Portal (CVP), Nuance Voice Platform (NVP), Avaya G3, Avaya CMS, Avaya CLAN, Avaya MAPD.

Voice/Data Network Analyst-Voice Services Team: analyze, evaluate, recommend, design, and implement voice solutions on Avaya PBX, Avaya CMS, and Cisco ICM.Team Member with Voice Services implementing Cisco ICM, integrating to (5) Avaya G3R PBX. Expertise in Cisco ICM,Cisco IOS Gateways, Cisco Unified CallManager, Avaya G3, Avaya CMS, Avaya CLAN, Avaya MAPD, Octel Voice Messaging. Specialties:Formal Training: February-1999- Avaya CTC423M-CentreVU CMS Custom Reports; October 2000- Cisco ICM/NAM Product Training; October 2000- Cisco ICM/NAM System Administration.