Experience

Interactive Northwest, Inc.

• United States
• Telecommunications
• 1 - 100 Employee

• SALES ENGINEER

  • Jun 2014 - Dec 2020

  Virtual Office



Harmonic

• United States
• Telecommunications
• 700 & Above Employee

• CONTRACT TECHNICAL WRITER

  • Feb 2013 - Dec 2013

  Virtual Office Collaborative development of online help system for Harmonic's video network management solution.



Arrow S3

• MANAGER - SELF SERVICE SOLUTIONS

  • May 2012 - Aug 2012

  Virtual Office Managed a team of five self service application developers on the Avaya Aura Experience Portal and MPS platforms. Responsible for all presales project scoping and level of effort pricing. Worked with team on proof of concept development, packaged application scoping, and coding issues. Managed team workflow, and professional development of each team member.

• SELF SERVICE SOLUTIONS ENGINEER

  • Jun 2011 - May 2012

  Virtual Office Designed, developed, debugged, and deployed self service applications using Ochestration Designer for Avaya Aura Experience Portal. Retained responsibility for all presales project scoping and level of effort pricing. Earned ACSS.



Cross Telecom

• PRESALES SPECIALIST - SELF SERVICE

  • Jan 2010 - Jun 2011

  Virtual Office SME for Avaya Self Service Portfolio of products including Voice Portal, POM, ICR, Dialog Designer, Experience Portal and Orchestration Designer. Responsible for helping customers understand product capabilities and define business requirements for Self Service projects. Developed Statement of Work (SOW) documents, and bid generation for Professional Services work effort for pricing on Self Service projects. Developed SOWs based on customer requirements for Self Service projects gathered during… Show more SME for Avaya Self Service Portfolio of products including Voice Portal, POM, ICR, Dialog Designer, Experience Portal and Orchestration Designer. Responsible for helping customers understand product capabilities and define business requirements for Self Service projects. Developed Statement of Work (SOW) documents, and bid generation for Professional Services work effort for pricing on Self Service projects. Developed SOWs based on customer requirements for Self Service projects gathered during customer meetings. Provided proof of concept, webinars, and custom presentations to individual customers and hundreds of attendees at company-sponsored web events. Worked with developers to increase their skills and introduce new features of Avaya Self Service portfolio as they became available. Continued work as sole dedicated Self Service developer for major customer. Earned APSS, APDS.

• SELF SERVICE SOLUTIONS ENGINEER

  • Sep 2008 - Jan 2010

  Virtual Office Designed, developed, tested, and deployed Self Service applications using Dialog Designer for Avaya Voice Portal. Re-crafted and updated SOW process and format, implemented new reporting features and trained developers on same, implemented features available on platform but not being used by development staff. Taught myself development product without any training, engaged by major customer in multi-year ongoing development efforts as dedicated sole developer. Earned ACS.

• CONTACT CENTER SPECIALIST

  • Sep 2007 - Sep 2008

  Virtual Office Call Center application design, programming, implementation, project management, and customer training, for Cross’s US customers. Virtual Office with occasional onsite time for implementation and training. Developed several training presentations for remote and onsite training.



Mearns Business Services

• SOLE PROPRIETOR

  • Oct 2004 - Sep 2007

  Carmel, CA Provided one-stop IT consulting and business services to local small businesses and individuals. Specializing in QuickBooks accounting and training, website design and development, hardware and software support, implementation, and training. Certified QuickBooks ProAdvisor, member of PMI national and local chapters.



OfficeStar Training Centers

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• INSTRUCTOR

  • Feb 2007 - Jul 2007

  Salinas, California nstructor for local computer and business training center. Prepared and developed course material and taught classes in Project Management, QuickBooks Accounting, Business Skills, Time Management, and Business Grammar and Language Skills.



Health Dialog

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• TELECOMMUNICATIONS MANAGER

  • Jul 1999 - Jul 2004

  Manchester, NH Management, administration, and programming of all Enterprise-Wide Telephony Systems and Services for privately held, dynamic startup Company. Responsible for a staff of two. • Single-handedly built, implemented, managed, and administered 24/7 Nurse Call Center growing it from 15 agents to several hundred over 5 years. • Negotiated multiple contracts with AT&T, initially reducing costs by 65% in first two years, and by hundreds of thousands of dollars each year thereafter… Show more Management, administration, and programming of all Enterprise-Wide Telephony Systems and Services for privately held, dynamic startup Company. Responsible for a staff of two. • Single-handedly built, implemented, managed, and administered 24/7 Nurse Call Center growing it from 15 agents to several hundred over 5 years. • Negotiated multiple contracts with AT&T, initially reducing costs by 65% in first two years, and by hundreds of thousands of dollars each year thereafter. • Upgraded, designed, & implemented PBX, ACD, Voice Mail, & IVR systems multiple times with zero to minimal downtime accommodating explosive growth and always within extremely tight timelines. • First customer in the Atlantic Region to implement Avaya S8700/S8300 MultiVantage distributed PBX/ACD solution, reducing cost, and new site implementation time; while enhancing business continuity, system reliability, and disaster recovery capabilities. • Developed and wrote Enterprise-wide Disaster Recovery and Business Continuity Plan. • Developed a multitude of custom reports to enhance client and internal reporting. • Implemented Conversant IVR, developed Audio Library application, saving over $50k in outside development costs. • Implemented ISDN PRI for greater functionality, reliability and data collection. • Implemented AT&T Advanced Features (Routing Control, OCDD, Transfer Connect) to improve client connections and enhancing business-to-business relationships. • Developed training module for new Call Center Agents, and web-based online training guide. • Implemented IP Agent Telecommuting solution for small offices and tele-workers reducing operational, resource, and facilities costs. • Implemented Internal Meet-Me Conferencing solution, saving tens of thousands of dollars each month in outside vendor managed conferencing costs. • Implemented private network for VoIP, and corporate enterprise-wide Managed Internet Service. Show less



WILLIAMS COMMUNICATIONS SOLUTIONS, LLC

• SYSTEMS INTEGRATOR / PROJECT MANAGER

  • Sep 1998 - Jul 1999

  Merrimack, NH - Virtual Office Developed, implemented, and maintained CTI solutions for Williams Customers, utilizing Williams Dialect Suite of CTI products and Aspect Generations (VoiceTek) IVR development platform.



CIDCO INC.

• MANAGER, CORPORATE TELECOMMUNICATIONS

  • Oct 1996 - Jul 1998

  Morgan Hill, CA Managed corporate telecommunications needs for 650-person Caller-ID manufacturing firm, with 250 seat Call Center. Maintained and programmed Lucent (Avaya) G3r, G3i, G3s, CMS with EAS, AUDIX, Conversant IVR, CallVisor LAN Gateway, and CTI app. • Increased resource utilization through Call Center automation projects. • Custom Report development for Call Center scheduling and forecasting, Sales analysis, and Financial projections. • Implemented Blue Pumpkin Workforce Management… Show more Managed corporate telecommunications needs for 650-person Caller-ID manufacturing firm, with 250 seat Call Center. Maintained and programmed Lucent (Avaya) G3r, G3i, G3s, CMS with EAS, AUDIX, Conversant IVR, CallVisor LAN Gateway, and CTI app. • Increased resource utilization through Call Center automation projects. • Custom Report development for Call Center scheduling and forecasting, Sales analysis, and Financial projections. • Implemented Blue Pumpkin Workforce Management resource scheduling software. • Maintained switches in three remote sales offices. • Installed, configured, and implemented G3i and Definity AUDIX in remote Distribution Center. • Implemented Auto Attendant applications in multiple locations, freeing up administrative personnel from receptionist/operator positions. • Project Manager for Call Center CTI screen pop/scripting application. • Developed, designed, and implemented automated Tech Support, Order Tracking, and RMA applications on Conversant IVR, resulting in a 25% decrease in calls to CSRs. • Performed cost/benefit analysis for IVR purchase and implementation. • Designed and developed help-desk reporting application to track user requests. Show less



ALEXANDER & LORD/UCA&L/SOFTBANK SERVICES GROUP

• MANAGER, TELECOMMUNICATIONS

  • Jul 1993 - Sep 1996

  Monterey, CA Managed all telephony systems for 200 seat Telesales Call Center, and 150-person admin, sales and fulfillment organization. Installed DS3 service from Pac Bell, to carry T1s from multiple IXCs. Custom report development using Crystal Reports and SQL for scheduling, billing, and forecasting. Developed reports for client billing processes. Managed and trained Telecom dept employees. Presenter at 1995 Aspect Customer Applications Workshop on custom reporting applications.



BORLAND INTERNATIONAL

• ACD SYSTEMS MANAGER

  • Jul 1991 - Jul 1993

  Scotts Valley, CA Management, administration, and programming of multi-platform 250 seat Tech Support Call Center. Aspect ACD, Lucent (Avaya) G3r CMS. Custom Report development using Informix SQL. Received Excellence in Service award for decreasing change request turnaround time from 3 weeks to 2 days by taking over responsibility for task management from MIS department.



Ashton-Tate

• ASPECT SYSTEMS MANAGER

  • Dec 1989 - Jul 1991

  San Jose, CA Management, administration, and programming of Aspect ACD for 150 seat Tech Support Call Center. Received Employee of the Month award for working around the clock during a voice system crash.