IT Executive and Enterprise Architect

OBJECTIVE

To achieve a responsible, challenging and equally rewarding position in Information Technology Management.

PROFILE

• Master of Business Administration, with a concentration in IT Management (2012)
• Master of Science, Information Security and Assurance (2013)
• Over 25 years of experience in Computer hardware and software.
• Over 20 years of experience in solid software design, programming and development.
• Over 14 years of experience in Information Technology and Business Management in a Leadership role.
• Self-motivated, hard-working, detail-oriented, professional team player with excellent problem solving and analytical skills.
• Excellent record of implementing projects of various scales, completing them on time and under budget, while simultaneously executing day-to-day responsibilities. 
• Microsoft, Amazon, Cisco, Genesys, CompTIA, and SANS Certified.

WORK EXPERIENCE

Genesys Telecommunications, Inc., Daly City, CA                                                   2/2021 – Present
Position:              Director, Global Innovations Technology

The Global Innovations division is responsible for delivery and support of off-the-shelf Expert Applications that complement or extend Genesys line of products, Tier 2 support for Custom and PS developed solutions, and managed PAAS services such as Analytics as a Service (A3S) and Predictive Routing. This position provides technical leadership and oversight to the Innovations Division and supports Genesys Professional Services initiatives and growth of business across all regions.

Environments: Genesys, Cisco, Avaya, Salesforce, SQL Server 2000-2008, C#, Java, PHP, Python,  ReactJS, NodeJS, REST and SOAP Web Services, XML, CSS, HTML, ASP, ASP.net, Amazon AWS, Kubernetes , Linux, and Windows Servers and Workstations.

Responsibilities:

• Managed 9 employees in the Expert Applications and 11 employees in the Applications Support groups within the Innovations Division globally
• Managed the Innovations AWS Platform, and acted as the Platform Owner.  Also responsible for managing DevOps activities on the AWS Platform.
• Designed and managed AWS services and applications across the AWS family of offerings, including EC2, S3, Aurora, Dynamo, Lambda VPC, CloudWatch, and Xray,
• Acted as Interim Security Officer for the AWS platform.
• Evangelize service capabilities and offerings to drive new business opportunities
• Provide team leadership for allocation and resourcing based on skills and complexity, time and expense management, and application support scheduling
• Document and scope proposed solutions. Review and advise on accurate implementation effort estimates in collaboration with the proposal teams. Develop and review Budgetary Estimates specific to custom development work and system integration, review Custom App Support SOWs for compliance on as needed basis;
• Structure the team for optimal billable opportunity and attainment of utilization goals
• Provide oversight and leadership for software development, quality, release processes and effective use of tools
• Manage global development initiatives, customer application support entitlements, onshore/off-shore custom development engagements and partner interactions
• Ensure the team are adequately trained for customer engagements and work activities required of their role. Drive cross training within team members to ensure optimal skill balance across different product offerings
• Advise on compensation goals, annual and quarterly business strategy, project metrics and management reporting
• Maintain strong technical understanding and proficiency in Genesys Product and Solution Portfolio and related technologies
• Manage internal and customer escalations as appropriate
• Active management of the Tier 2 Application Support Group which entails working with Project owners (PMs) on transitioning projects from delivery to support mode, ensuring completeness of entitlement requests and sending requests to Customer Care and PS Operations, ensuring all support cases are triaged, contain timely responses and resolved in accordance to SLAs and agreements.
• Foster enthusiasm and creativity within the team to identify new areas of technical innovation, new opportunities for improving team’s efficiency and reusable solutions for the marketplace and develop these opportunities in parallel with development workload.

Genesys Telecommunications, Inc., Daly City, CA                                                     7/2019 – 2/2021
Position:              Director, Global Custom Solutions, NA and LATAM

The Global Custom Solution Practice is responsible for delivery and support of custom developed software services, centered around Genesys products, solutions and off-the-shelf Expert Applications that complement or extend Genesys line of products. This position provides business and technical leadership and oversight to the Custom Solutions Practice and supports Genesys Professional Services initiatives and growth of business across all regions. Services provided by the team include solution architecture and design, software development, integration consulting, software deployment, customer training, team education, quality assurance and custom application support. 

Environments: Genesys, Cisco, Avaya, Salesforce, SQL Server 2000-2008, C#, Java, PHP, Python, ReactJS, NodeJS, REST and SOAP Web Services, XML, CSS, HTML, ASP, ASP.net, Amazon AWS, Linux, and Windows Servers.

Responsibilities:

• Managed 11 direct employees in the Custom Solutions Practice in NA and LATAM
• Evangelize service capabilities and offerings to drive new business opportunities
• Provide team leadership for project allocation and resourcing based on skills and complexity, time and expense management, and application support scheduling
• Oversee the team quote to deal process with prospect interactions, estimation delegation, backlog and quote/Statement of Work reviews
• Document and scope proposed solutions. Review and advise on accurate implementation effort estimates in collaboration with the proposal teams. Develop and review Budgetary Estimates specific to custom development work and system integration, review Custom App Support SOWs for compliance on as needed basis;
• Structure the team for optimal billable opportunity and attainment of utilization goals
• Provide oversight and leadership for software development, quality, release processes and effective use of tools
• Manage cross-regional development initiatives, customer application support entitlements, onshore/off-shore custom development engagements and partner interactions
• Ensure the team are adequately trained for customer engagements and work activities required of their role. Drive cross training within team members to ensure optimal skill balance across different product offerings
• Advise on compensation goals, annual and quarterly business strategy, project metrics and management reporting
• Maintain strong technical understanding and proficiency in Genesys Product and Solution Portfolio and related technologies
• Manage internal and customer escalations as appropriate
• Active management of Application Support which entails working with Project owners (PMs) on transitioning projects from delivery to support mode, ensuring completeness of entitlement requests and sending requests to Customer Care and PS Operations, ensuring all support cases are triaged, contain timely responses and resolved in accordance to SLAs and agreements.
• Foster enthusiasm and creativity within the team to identify new areas of technical innovation, new opportunities for improving team’s efficiency and reusable solutions for the marketplace and develop these opportunities in parallel with project workload.

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Genesys Telecommunications, Inc. (Direct), Daly City, CA                                       2/2017 – 6/2019

Genesys Telecommunications, Inc. (Contractor via Eastridge), Daly City, CA        5/2016 – 2/2017
Position:              Lead Professional Services Engineer – Architect

Principle technical expert, responsible for designing and supporting enterprise call centers utilizing Genesys Solutions.  This position required integrating with a variety of platforms, including Avaya and Cisco, as well as various CRM solutions, such as Salesforce and custom solutions. 

Environments: Genesys, Cisco, Avaya, VXML, SQL Server 2000-2008, Oracle SQL, Cassandra, C#, Java, Siebel, Salesforce, ServiceCloud, HPSM, REST and SOAP Web Services, XML, CSS, HTML, ASP, ASP.net, Terraform, Chef, Linux and Windows Servers.

Large Projects:

• Managing Architect for the conversion of a large worldwide call center to Genesys, for a well-known database technology company.
• Lead Architect for the conversion of a large US based call center to Genesys, using Avaya and Salesforce, as well as Genesys Routing, Inbound, Outbound, Email, Chat, SMS, and iWD for a well-known online university.
• Senior Architect for the conversion of a massive multisite worldwide call center to Genesys, using Genesys SIP Server, as well as Genesys Routing, Inbound for a major online person-to-person lodging company.

Responsibilities:

• As “Managing Architect”, lead a multi-functional team of client employees, Genesys engineers and Architects, as well as partner resources in requirements gathering, system design, implementation, testing, and “go-live” activities
• Facilitate discovery as well as JAD sessions with clients to define requirements. 
• Define business and technical requirements
• Create Business Requirement Documentation (BRD) as well as Technical Requirement Specifications (TDS)
• Design and architect CTI based solutions to meet the client’s requirements
• Expert hands-on experience with Genesys installation, configuration and development
• Work closely with Project Managers to ensure on-time, quality delivery
• Provide support for clients, as well as other engineers and architects, especially with Cisco networking and Genesys issues
• Assist Project Managers with the development of project, implementation, and deployment plans

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Performance Technology Partners, Gold River, CA                                                11/2013 – 4/2016
Position:              Senior Enterprise Solutions Architect

Principle technical expert, responsible for designing and supporting enterprise call centers utilizing Genesys Solutions.  This position required integrating with a variety of platforms, including Avaya and Cisco, as well as various CRM solutions, such as Salesforce and Siebel. 

Environments: Genesys CTI, Cisco Networking, Avaya, GVP, InfoMart, VXML, SQL Server 2000-2008, C#, Java, Siebel, Salesforce, SOAP Web Services, XML, CSS, HTML, ASP, ASP.net, and Windows 2008/2012.

Large Projects:

• Senior Architect for the conversion of a massive multisite worldwide call center to Genesys, using Avaya and Seibel, as well as Genesys Routing, Inbound, Outbound, Email, Chat, and iWD for a major online auction company.  Developed custom solutions utilizing C#.net.
• Lead Architect for the conversion of a large US based call center to Genesys, using Avaya and Salesforce, as well as Genesys Routing, Inbound, Outbound, Email, Chat, SMS, and iWD for a well-known online university.

Responsibilities:

• Lead a multi-functional team of client employees, PTP engineers and PTP Architects in requirements gathering, system design, implementation, testing, and “go-live” activities
• Facilitate discovery as well as JAD sessions with clients to define requirements. 
• Define business and technical requirements
• Create Business Requirement Documentation (BRD) as well as Technical Requirement Specifications (TDS)
• Design and architect CTI based solutions to meet the client’s requirements
• Assist the Sales team with customer meetings and technical presentations
• Expert Hands-on experience with Genesys installation, configuration and development
• Work closely with Project Manager to ensure on-time, quality delivery
• Provide Tier 3 support for clients, as well as other engineers and architects, especially with Cisco networking and Genesys issues
• Develop software and development standards. 
• Train clients and engineers
• Assist Project Managers with the development of project, implementation, and deployment plans

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Branch Banking & Trust, Wilson, NC                                                                     08/2007 – 11/2013
Positions:            Assistant Vice President – Business Process Architect
Banking Officer – Systems Consultant
Systems Consultant

Principle technical expert, responsible for designing and supporting major custom banking applications, for one of the country’s top 10 largest financial institutions. Primary Subject Matter Expert on Genesys Inbound, Outbound, and eService call center solutions. Liaison and provide technical direction between the technical group and the Call Centers. 

Environment: Genesys CTI, Cisco Networking, GVP, InfoMart, VXML, SQL Server 2000-2008, DB2, CICS, C#, HP Peregrine, Pega, Web Services, XML, Visual Basic 5/6, CSS, HTML, ASP, ASP.net, and Windows 2000/2003/2008/XP/7.

Responsibilities:

• Led a cross-function team in support of the Genesys Platform, consisting of team members from multiple disciplines with the bank, including developers, network, infrastructure, security, line of business, strategic planning, and management.
• Product Manager for CRTS, an in house Call Center management solution which allowed individual LOB managers to manager their own call center.  Designed and implemented in ASP.net using C#, Infragistics web controls, and MS-SQL.  Interface directly controlled settings in Genesys, and allowed the Lines of Businesses access to management capability, without allowing access to CME.
• Primary Solution Provider on conversion of the main inbound call centers to Genesys, utilizing Genesys SIP, GVP, and GIM.  Worked closely with the vendor and the project teams to define requirements as well as the technical design for the new platform. Solution also utilized the existing Aspect ACD, as well as new Acme SBC’s and Cisco Media Gateways. System was design to be fully HA using dual data centers over High Speed WAN connection.
• Primary Solution Provider and Lead Technical Expert on conversion of Banking, Insurance and Mortgage call centers to VoIP, as well as over 60 remaining smaller ACD Groups, onto Cisco UCM using Genesys routing, integrating them with the Enterprise Genesys Platform.
• As Genesys resident expert, provided technical expertise for the Outbound call centers conversion from Aspect E-Pro to Genesys OCS over SIP, using Genesys SIP, GVP and GIM.  Worked closely with the vendor and the project teams to define requirements as well as the technical design for the additional hardware and software to be added to the existing Genesys platform.
• Lead Technical Expert on the implementation of Genesys eServices, including Email, Chat and iWD.
• Developed and led training for various departments on the use of Genesys Solutions in both one to one training, and classroom environments.  This included both technical/support personnel, as well as Line of Business end-users.
• Acted as liaison between IT and multiple Lines of Business, and assisted in defining Call Center Strategy that aligned with IT Enterprise Strategy.
• Designed, wrote, and implemented various software projects using C#, ASP.net, XML, DB2, iTextSharp PDF, and the RightFax API

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AmeriKooler, Inc., Hialeah, FL                                                                               02/2003 – 06/2007 Positions:            Vice President, Operations
Vice President, Information Technology
Director of Information Technology

Designed, wrote, and implemented a complete custom MES/WIP Factory Automation and Sales system for a Walk-in Cooler and Freezer manufacturer using Visual Basic.net Windows and Web Forms Applications and Microsoft SQL Server.  This linked all of the departments together under one system, including integration with the Mas-90 Accounting system, which allowed for real-time job tracking. This allowed the company to double from $15 Million to $30 Million in sales in 4 years, with only a minor increase in overhead.

Environment: SQL Server 2000/2005, VB.net, ASP.NET, Web Services, XML, CSS, HTML, VPN, SMTP, JavaScript, ADO.NET, VBA, ASP, MS Access, AutoCAD, and Windows 2000/2003/XP.

Responsibilities:

• As Vice President of Operations, directly managed over 125 employees in the Manufacturing, Production, Engineering, Purchasing, Shipping and Information/Technology departments.
• Defined infrastructure needs of the organization, negotiated service levels, managed suppliers, and provided strategic input into the development of infrastructure services.
• Negotiated contracts for consultants for several projects; defined scope, arranged for acceptable budget, monitored to see that costs and timelines were met.
• Consulted on Business and Sales Strategy as part of the senior management team.
• Designed, wrote and implemented a custom solution using barcode readers and wireless Pocket PCs to allow for real-time production tracking on the factory floor.
•  Designed and implemented automated robotic manufacturing machines to cut and shape panels.  Created custom software linked to the office system to operate the machines, and provide real-time tracking
• Responsible for setting site desktop standards, as well as evaluating, recommending and implementing new technologies. Led problem-solving efforts on desktop problems such as memory management, software integration, and communications software.
• Developed local policies and procedures.  Analyzed the feasibility of purchasing new software and hardware, purchased equipment and supplies.
• System Administrator.  Upgraded server applications, coordinated and upgraded client software.   Planned and implemented the rollout of Microsoft Exchange, researching and selecting software to synchronize Pocket PCs with Outlook.  Maintained and monitored all systems to ensure business continuity.  Managed user accounts, monitored systems for performance, and performed troubleshooting for both client and server issues.

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Peach Systems, Inc., Raleigh, NC                                                                                              1999-2003
Position: President

Owner/operator of a computer services firm serving the Research Triangle area of North Carolina, which offered on-site computer services, as well as custom programming. 

Environment: Microsoft Access, Microsoft SQL Server 2000, ADO, DAO, ASP, HTML, CSS, VBA, VB 6, JavaScript, IIS, VP-ASP, Windows (all versions), DOS, Linux, Novell Netware.

Responsibilities:

• Provided on-site support and service for over 100 clients in the Research Triangle area of North Carolina. 
• Managed up to ten employees.  Assigned tasks, prioritized workloads, performed evaluations, created performance plans, coached and counseled employees as needed.
• Built custom computer workstations, servers, and networks to client specifications. Led problem-solving efforts on desktop problems such as memory management, software integration, and communications software.
• Performed computer forensics for private investigators, and IT Audits for large clients.
• Instructed clients on a one-to-one basis on the use of their software.
• Installed and supported LAN software, application software, and operating systems.
• Provided custom website design and web programming, including e-Commerce integration to existing websites, as well as custom software and solutions for various clients, including Precision Cutting Systems and AmeriKooler.

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Precision Cutting Systems, Raleigh, NC                                                                                              1998-1999
(Formerly Affordable Automation)
Position: Director of Operations

Director of Operations for a nationwide firm which specialized in automated manufacturing machinery, using Routers, Plasma, Laser or WaterJet cutting tools to cut parts out of various materials.

Environment: Visual Basic, MS Access, Pascal, AutoCAD, VBA, SQL Server, Windows 95/98, DOS.

Responsibilities:

• Managed up to fifteen employees.  Assigned tasks, prioritized workloads, performed evaluations, created performance plans, coached and counseled employees as needed.
• Oversaw the accounting department, and implemented and supported the QuickBooks accounting system.
• Responsible for planning, creating, testing and documenting business and machine automation applications.  Troubleshooter for computer and network-related problems.
• Liasoned with outside vendors on automation controls and design specifications and requirements.
• Instructed clients on the use of their software.
• Evaluated and made recommendations on new technologies and coordinated implementations.

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OTHER EXPERIENCE

• Healthcare Information Systems – Senior Systems Engineer                                             1996-1998
• Affordable Automation – Automation Programmer                                                          1993-1996
• Holiday Inn – Guest Service Manager/ Front Office Manager                                           1991-1993
• Planters Bank – System Operator (Temporary Contract)                                                     1990
• Holiday Inn – Night Auditor                                                                                                1988-1989

EDUCATION

• Western Governors University – Master of Science, Information Security                        2013
• Western Governors University – Master of Business Administration, IT Management     2012
• Western Governors University – Bachelor of Science, Information Technology                2011

COURSES & CERTIFICATIONS

• Microsoft Certified Professional (MCP) -Operating Systems and Application Development
• CompTIA Certified A+, Network+, Server+, Security+ and Project+.
• Cisco CCNA
• Genesys Certified Consultant – SIP, Inbound Voice, GVP, PSDK, and CIM8 Troubleshooting
• Certified Ethical Hacker and Computer Hacking Forensic Investigator
• Amazon AWS Course – Work from Home Using AWS Remote Work Solutions (Business)
• Amazon AWS Course – Desktop and Application Streaming with AWS (Technical)
• Amazon AWS Course – Cloud Practitioner Essentials
  • Introduction
  • Core Services
  • Integrated Services
• Amazon AWS Course – Deployment Best Practices for Amazon Workspaces (Technical)