Subject Matter Expert, Pre-Sales. Primary responsibilities include leading and growing the company's Public Safety business, improving processes, building relationships with vendors and partners, and exploring new technology for our Offerings Portfolio. Tripled the number of call handling partners and helped expand industry presence in the public safety space.

Responsible for managing 14 field engineers across the USA. Provide third tier technical assistance and serve as an escalation point to team and to customers. Areas of focus: JITC/federal markets, international VESTA 911 deployments, and small to medium sized systems. Manage expense approvals, travel approvals, time and payroll approvals. Conduct bi-weekly one on one meetings with every direct report to establish and maintain a personal and professional relationship. Use delegation where appropriate. Provide feedback, positive and negative, as needed. Host of regular round table meetings with other departments to increase synergy and improve processes. Manage ongoing quality and cost reductions initiatives including automation tools. In addition to serving in a managerial role, I also spent more than half of my time in the field to perform system installations and visit sites to help keep abreast of the latest technologies and to maintain customer relationships.

Responsible for managing 14 direct reports in the Field Engineering group. Managed expense approvals, travel approvals, time and payroll approvals. Conducted bi-weekly one on one meetings with every direct report to establish and maintain a personal and professional rapport. Used delegation where appropriate. Provided feedback, positive and negative, as needed. Managed ongoing quality and cost reductions initiatives including automation tools (CITMD) which saved the company thousands of man-hours. While serving in a managerial role, I continued to go out and handle installations and visit sites as needed (about 50-75% travel).

Field Engineering Subject Matter Expert for VESTA 9-1-1 CTI, MIS, and Mapping products and related industry technology and processes. Provide remote and on-site technical direction and guidance to the Field Engineering Team, Customers, Solutions Engineering, and other internal personnel on complex or unusual installation and equipment issues, installation planning, and quality issues. Analyze equipment performance issues and work with Management to develop improvement plans. Create detailed site specific documentation related to product deployment (Method of Procedures). Perform on site installation, configuration and cutover support and perform remote Field Engineering services. Specializing in complex system designs and deployments and resolution of complex system issues.

Perform on site installation, configuration and cutover support and perform remote Field Engineering services. Specializing in complex system designs and deployments and resolution of complex system issues.

Responsible for providing support for 911 centers (PSAPs) across the United States and abroad, including Police and Fire Departments, Military Bases, Government Facilities, Airports, and Universities. Provided second and third level technical support to technicians from Verizon, SBC, Qwest, and Motorola to resolve complex user problems involving pc equipment and telephony hardware and software. Used in-house labs to reproduce software and hardware issues, and documented the steps to reproduce them. Authored a comprehensive Solutions Matrix consisting of over 1,200 frequently encountered problems with descriptions, troubleshooting steps, and case references; used by the rest of the Technical Support staff and integrated into the SalesForce CRM Solutions Database. Responsible for providing assistance to first tier staff through case consultations and escalations, and reviewed cases and actions taken to determine if escalation was appropriate. Worked closely with management and heads of other departments (Software Development, Integration and Testing, Product Management) to improve time to resolution by way of regular case review meetings.

One of four analysts responsible for providing first-response technical support services to over 2,000 on-site employees, assisting with software and hardware problems, and escalation of specialized incidents to the proper second and third level sustaining groups. Created and administered domain accounts, managed groups and computers on two separate domains, one of them using Active Directory. Provided support for a wide variety of applications including Oracle 10.7 and 11.0.3, and a number of Sony proprietary Secure Intranet applications. Authored new-hire training documentation and knowledge base articles

Played an leading role in the relocation of in-house users-- worked with data and voice cabling technicians, construction and facilities crew members, and the network support staff to ensure cubicles and offices were built to specification, equipped with power and data/voice/analog drops, and that workstations were collected and re-installed in a manner that minimized down time for the user population and met company deadlines for renovation. Provided second level desktop support by responding to and resolving user problems, including but not limited to network connectivity and issues resulting from user relocations. Administered user accounts on the company domain using both Novell and Windows NT. Regular imaging/re-imaging of machines, loading and updating software, setup of peripherals/devices, deployment of printers, scanners, and zip drives. Troubleshooting of software issues, correction of device conflicts, and resolution of application errors.