Fifteen years of technical and functional experience implementing various Contact Center Technologies. From legacy TDM PBX to Cisco VOIP, Genesys Frameworks and NICE Call Recording.

Experience

Verizon BusinessPrincipal Engineer

2021 — Now

Virginia, United States

DeloitteDC Specialist Master

2020 — 2021

Philadelphia, Pennsylvania, United States

Managing and Designing Contact Center Solutions to Deloitte's Government and Public Services clients.

St. Luke's University Health NetworkSr. Telecom Engineeer

2018 — 2020

Bethlehem, PA

Lead Engineer working on the architectural design and configuration of the organization’s conversion from a Legacy Avaya Phone System to a HA multi-clustered CUCM v12 VOIP environment that will support the current and future growth of SLUHN.

OpsTel ServicesTechnical Guru Cisco CUCM, Genesys and NICE

2017 — 2018

Greater Phoenix Area

Lead Consultant providing the guidance to OpsTel’s Automation Engineers, on the analysis of the agent configurations within Cisco CUCM, Genesys and Nice Call recording as it pertains to call control, recording and licensing.

Verizon Enterprise SolutionsGenesys IVR/ICR/ACD Lead Analyst

2013 — 2017

Lead SME for an Enterprise Wide Deployment of Call Center Technologies (Cisco, Genesys, NICE and eWFM).

Education

Penn State University

Bachelor's degree

1996 — 2001

Penn State University

Associate's degree

1996 — 1998

Experience+2

Education

Bachelor's degree

Associate's degree

Experience