I independently consulted with local businesses to enhance their security practices/systems and implement efficient Business Management Systems. • Reviewed and updated security practices/systems with software, network, and hardware upgrades.• Implemented Business Management Systems for diverse clients, optimizing operations and efficiency.• Assisted clients in transitioning data to cloud-based systems for enhanced accessibility and collaboration.

Operational responsibility for client relationship management, service delivery, and sales plan execution. Directed development team in simultaneous, multiple projects and managed all client facing communication. Assessed client needs to identify, predict, interpret, and evaluate system and network requirements with solution being designed and built.

Strategic leadership of Application Development Services Division, end-to-end responsibility for P&L of $.5m in total budget, sales strategy execution, client relationship management, and service delivery. Established plan to ensure performance objectives were met through detailed analysis and streamlined processes. Oversight and support of IT operations working through contracted managed service provider.• Responsible for simultaneous multiple projects, full time staff and contracted developers.• Managed client facing communication to ensure all client compliance requirements are met.• Evaluated client needs, and used the information to identify, predict, interpret, and evaluate system and network requirements with solution being designed.• Collaborated and directed sales team regarding what application development services at PRG can provide for prospective clients.• Developed plan to shorten software development cycle and rapidly develop solutions.

Independently analyzed multiple systems for migration to new platform. Worked with cross functional teams to gather data. Determined process and data improvements and implemented recommendation plan and presented to Executive Team.

Automated Services Division:Business analysis, user interface design, technical requirements definition, planning, and test plan execution for Avaya Support site release. Analyzed traffic performance and site user behavior from web analytics tools. Project manager of programming for Avaya Virtual Chat Agent. Provided production support for Avaya Support website.Web Application Division:Supervisor of 10 direct report software engineers. Project manager for all design and maintenance of multiple data driven internal web applications for Avaya Global Support Services. Effectively managed team performance metrics, trouble tickets, and milestones. Responsible for employee reviews and career development.Team achievements include:Developed an automated case assignment system. Designed a trending analysis application that aggregated various data sources. Designed a workflow ticketing system where users requested hardware replacements and repairs. Created an application for tracking personnel movement and forecasting an organizational headcount budget. Support Tools and Remote Services Division:Resource manager for design and implementation of external Secure Access Link (SAL) environment for over 30 Avaya Business partners. Managed weekly trouble ticket and call center statistics for over 60 Avaya SAL Engineers. Effective design and execution of VMware production environment for SAL, including all servers and software. Designed, implemented and maintained over 70 VMware virtual machine test environments.Technical Remote Services Division:Project management and planning for launch of SAL. Coordinated effort of Secure Access Token delivery for 2FA requirements. Project lead for Business Partner setup of on-site SAL environment. Negotiated with third party vendors for software licensing and agreements.

Created new software development group as Project Lead of 2 software engineers. Designed an enterprise-wide Time Reporting System (payroll) used by multiple organizations to track and account for time spent on daily tasks and projects. Implementation and support (hardware/software) of enterprise workforce management suite. (Blue Pumpkin / Witness) Developed an automated case quality system that used data from multiple disparate systems to coordinate rankings of trouble tickets for engineers. Designed and developed various tools, utilities and reports automating an array of manual tasks

Provided internal and external technical support for customers as well as internal technicians. Extensive knowledge of Avaya Product Lines and systems including: Intuity Audix, Merlin Legend, Octel, IS II. Team Leader of 3: Coordinated team meetings, training on new policies & procedures, and distribution of daily data and performance charts.