Senior Sales Engineer

• Apr 2022 - Present

Solutions Engineer

• Jul 2018 - Apr 2022

*E911 subject matter expert, knowledgable with all available RedSky products*Provide hands-on, pre-sales technical guidance to sales partners to put together deals for prospects and existing clients*Identify requirements and develop advanced solution configurations in response to sales and prospect requirements*Provide escalation support to Application Specialists regarding our software product as well as best practices for emergency services*Act as a liaison between the professional services team and the development team*Create documentation for customers as well as Application Specialists regarding best practices and troubleshooting procedures*Setup and maintain lab environments tailored for different integration partners to test custom configurations*Provide support to developers as part of the Software Development Lifecycle*Support internal IT infrastructure for SaaS or Hosted customers*Triage technical issues and classify as potential software defects

Field Network Engineer

• Mar 2018 - Jul 2018

Pre Sales:*Work with Account Mangers and VCIOs to act as the technical subject matter expert in prospective client engagements helping to explain and define the proper technologies that might fit in with each prospective client.*Manage the System Assessment process. This includes the onsite interviews, RMM tool configuration and deployment on the client network, physical review and documentation of the IT assets. Then analyze the data collected and produce a detailed technical document that outlines the client network with our technical recommendations.*Conduct the in person System Assessment review meeting. Walking the client through the technical aspects of the System Assessment documentation and explaining our recommendations. This requires the ability to take the technical details and explain them to C level prospects in a non-technical way. Implementation:*Plan and lead the installation and configuration of all recommendations made during the System Assessment process. These include Windows Server, Hyper-V or VMWare, Exchange, SharePoint, Firewalls (SonicWall, Meraki and others), BDR Solutions (StorageCraft), Switching, Active Directory and Group Policy configuration, Cloud Services such as Office 365 and Azure and many others. Manage:*Work with the Level 1 and Level 2 Help Desk teams to plan and implement the client management and maintenance plans that include Windows and 3rd party software patching, Line of Business application updates, A/V profiles and scan schedules, Workstation clean up, Active Directory management and all network documentation.*Act as the top tier technical support expert and work to resolve complex technical issues that are escalated from the level 1 and 2 Help Desk technicians.Maintain:*Prepare monthly and quarterly reports about the clients network health and performance, end user tickets and all client communications. Continuously working to align the clients IT needs with their business goals.

Senior Systems Engineer (Upgrade Operations)

• Jan 2014 - Mar 2018

* Plan and execute complex system deployments, upgrades, or feature expansions emphasizing minimal impact to customer systems* Create documentation used to define the scope of the upgrade process and plan for system outages tailored to customer requirements* Troubleshoot network connectivity, hardware, and application issues that arise during the upgrade process* Work with a team of developmental engineers, systems engineers, system technicians, and field personnel to understand, design, and execute upgrades on large scale, multi-zone ASTRO P25 systems* Point of technical expertise with customers during upgrades to provide guidance and answer questions during and after on site visits* Upgrade, maintain, and troubleshoot user accounts, Organizational Units, Group Policies, Domain Security, and DNS in Enterprise Active Directories* Look for product, process and documentation improvements and communicate to the appropriate groups. Participate in project debriefings, provide feedback, and follow up whenever issues and defects are discovered* Improve the quality of the upgrade deliverables, minimize system downtime, and help ensure that a consistent methodology is used when deploying, upgrading or expanding a system.* Mentor new hires and interns to accelerate the growth and expertise in the department* Execute software patches on Red Hat Linux, Solaris, ESXi, and Windows servers and clients to close holes in security

Systems Engineer - Customer Center for Solutions Integration (CCSi)

• Oct 2012 - Jan 2014

* Worked with a team of development engineers, systems engineers, systems technicians, and field personnel to design and optimize radio communication systems* Provided detailed system design drawings/documents used for maintenance and troubleshooting* Configured and functionally tested customer communication systems at CCSi staging facility* Demonstrated system operation to customers, and performed acceptance test plans in a formal contractual presentation format* Served as focal point & catalyst for the resolution of product and system problems in complex communications and information systems

Customer Support Consultant

• Aug 2012 - Sep 2012

*Analyzed and resolved customer issues with the BigMachines web platform*Trained customers to maintain and update their own BigMachines solutions*Participated in software and security training provided to better utilize our proprietary software *Analyzed and resolved customer issues with the BigMachines web platform*Trained customers to maintain and update their own BigMachines solutions*Participated in software and security training provided to better utilize our proprietary software

Smart Classroom Technician

• Jan 2011 - May 2012

*Utilized problem solving skills to troubleshoot audio and video systems issues attributed to professor and student misuse*Trained six professors to use presentation equipment and podium controls*Secured equipment and classrooms at the end of each night*Serviced equipment to ensure optimal working conditions *Utilized problem solving skills to troubleshoot audio and video systems issues attributed to professor and student misuse*Trained six professors to use presentation equipment and podium controls*Secured equipment and classrooms at the end of each night*Serviced equipment to ensure optimal working conditions

Sales Assistant

• Feb 2009 - Jun 2009

*Collaborated with senior sales associates to reconcile disparities between customer orders and warehouse supplies*Reviewed and logged paper sale orders into system database to accurately interpret the customer’s requirements*Worked in a team environment to distribute approximately 1000 marketing materials to increase consumer product awareness *Collaborated with senior sales associates to reconcile disparities between customer orders and warehouse supplies*Reviewed and logged paper sale orders into system database to accurately interpret the customer’s requirements*Worked in a team environment to distribute approximately 1000 marketing materials to increase consumer product awareness

Server / Part-Time Manager

• Jun 2007 - Dec 2008

*Supervised a staff of six workers on a weekly basis to communicate expectations, explain policies, provide feedback, and evaluate actions of those employed*Reconciled shift profits of up to $3000 per night*Coordinated food orders between customers and cooking staff to streamline the production process *Supervised a staff of six workers on a weekly basis to communicate expectations, explain policies, provide feedback, and evaluate actions of those employed*Reconciled shift profits of up to $3000 per night*Coordinated food orders between customers and cooking staff to streamline the production process