(formerly Zoom International) Specialized in providing contact center workforce optimization solutions involving: call recording, video and telepresence recording, screen capture, live monitoring, quality management, e-learning, speech analytics, post-call survey, workforce management and performance analytics contact center modules.

Serenova provides a contact center solution that is cloud-based, multi-tenant and leverages AWS and Twilio technologies. SE responsibilities included: RFPs, discovery, consulting, presentations, demo, architecture design, PoC, SoW, trainings and creating documentation.

Overall responsibility is to position and deliver contact center solutions that solve business challenges for our customers. Details include: discovery, provide education on new technologies, solution positioning, presentations, software demonstrations and solution architecture design. Extensive experience with both Genesys PureConnect and PureCloud. Genesys PureConnect, powered by Interactive Intelligence Customer Interaction Center (CIC) for both Premise and Cloud (CaaS). PureConnect is a unique all-in-one multichannel engagement offering that is simple to administer, flexible and tailorable with comprehensive services for mid-sized to large organizations.The Genesys PureCloud platform delivers feature-rich services for collaboration, communications, and customer engagement. It's highly scalable, reliable, and secure, built on a true cloud Amazon Web Services (AWS), micro-services elastic architecture. Modern intuitive web UI provides advanced routing of omni-channel interactions, speech enabled IVR, recording & quality management, social channel & reporting.---------------------------------------------Since 04/2016, moved into a team lead role to support our growing West Solutions Consulting team. Responsibilities include: directly manage a portion of the SC team, coordinate team meetings, support escalations and continue to provide SC support to regional sales reps.

Provided a variety of technology roles for Valcom- a leading technology business partner in Utah. Responsibilities included: VoIP sales/support, network services, IT consulting and technical support. Details include: - VoIP: pre-sales/post-sales support for ShoreTel, Allworx and 3Com telephony solutions. Includes RFP responses, presentations, software demonstrations and system architecture design.- Network: cabling, routers, switches, firewall, VLAN, VPN, wireless, VoIP- Hardware: workstations, servers, printers, datacenter- Software: office apps, web apps, email, Active Directory, data backup/restore

Overall responsibility was to provide top level IT support and engineering for Intel factories. Worked directly with vendors on escalated issues or engineering needs. Included resolving system errors, system instability, security patching, research, testing and building new servers. Primary owner for Windows security patching for all of Intel's factories. Included support, risk assessments, patch testing and documentation. On-call for factory cyber security. Responded to escalations from Intel factories for any cyber security related incident. Included security issues, computer forensics, antivirus issues, incident documentation, security program development and provided support during any factory crisis.

Performed day-to-day telecommunication duties: perform moves/adds/changes, call center call programming flow, analyze call center trends/reports and troubleshoot issues. Supported: PBX/ACD systems, IVR, workforce management platform, recording solution, telco circuits, reporting, IVR programming, DID routing, ACD agent/supervisor programming and video conferencing units.Systems included: Fujitsu PBX, Intellicenter ACD, CallPilot, Aspect, Nortel PBX, Nortel Symposium, eTalk, Blue Pumpkin WFM

Tier 2 technical support department, responsible for server administration in a large-scale, multi-site web server environment. Included systems management, support and maintenance on FreeBSD, Solaris and Linux. Also assisted as internal helpdesk technician: built/deployed new office PCs/servers, printers, network wiring and software support.

Worked with owner at ISP startup. Duties included: create new customer accounts, onsite support for dialup modem install/configuration, design customer webpages, corporate network troubleshooting and network cabling.