Experience

Alvaria, Inc.

• United States
• Software Development
• 700 & Above Employee

• Senior Director Global Alliances

  • Aug 2018 - Present

  Orlando, Florida Area Aspect and Noble are now Alvaria! We are a premier customer experience and workforce engagement management provider. I'm excited to continue my role with our alliances and partners in this exciting new company.

• Senior Manager, Professional Services

  • Nov 2017 - Aug 2018

  Orlando, Florida Area Aspect's pivot to the cloud continues to occur at a larger scale. The vision and process I helped implement as part of the Cloud Solutions leadership team that lead to decreased Time-To-Revenue (TTR) Year-Over-Year (YoY) by 23%, an increase of new installs by 25%, and a doubling of ACV revenue contribution, will be applied on a larger scale across Aspect's Professional Services organization. I've been added as a key contributor in professional services responsible for continuing to drive… Show more Aspect's pivot to the cloud continues to occur at a larger scale. The vision and process I helped implement as part of the Cloud Solutions leadership team that lead to decreased Time-To-Revenue (TTR) Year-Over-Year (YoY) by 23%, an increase of new installs by 25%, and a doubling of ACV revenue contribution, will be applied on a larger scale across Aspect's Professional Services organization. I've been added as a key contributor in professional services responsible for continuing to drive process efficiencies, less work for our customers, shortened Time-To-Revenue, and delightful implementations. Cross-functional collaboration is an important initiative as professional services helps drive feedback and control mechanisms to R&D, operations, and sustaining groups that create more user friendly software, more stable platforms, and better customer experiences. These corporate initiatives will all be driven by a team of outstanding project managers that I look to continue to grow into future leaders.

• Senior Manager, Cloud Solutions

  • Apr 2017 - Nov 2017

  Orlando, Florida Area Team and overall Cloud growth facilitated the need for a Senior Manager to work with leadership during a time of swift change and process improvements. As Cloud Solutions Senior Manager I develop, execute, and refine our team Vision. Priorities and goals for the entire functional area are balanced against direct feedback from our Cloud SVP & GM and performance indicators are measured on a quarterly basis (time-to-revenue, utilization, cloud growth, customer retention, referenceability). Cross… Show more Team and overall Cloud growth facilitated the need for a Senior Manager to work with leadership during a time of swift change and process improvements. As Cloud Solutions Senior Manager I develop, execute, and refine our team Vision. Priorities and goals for the entire functional area are balanced against direct feedback from our Cloud SVP & GM and performance indicators are measured on a quarterly basis (time-to-revenue, utilization, cloud growth, customer retention, referenceability). Cross functional collaboration with Cloud Operations, R&D, Professional Services, and Sales are core responsibilities where Inform and Guide principles are delivered to improve the overall customer experience and business operations. These forums are also used to train other groups and strategize / executive new initiatives with other senior managers, directors, and C-level executives. One of the most enjoyable aspects of my job is guiding and working with a passionate team of high performance project managers and delivery solutions architects that validate proposed solutions and architectures for new sales opportunities and onboard our new Cloud customers.

• Manager, Cloud Solutions

  • Mar 2016 - Apr 2017

  Orlando, Florida Area As the Manager of the Cloud Solutions Team I'm responsible for ensuring proposed IVR and Contact Center solutions are technically viable, cost optimized, and delivered with excellence. Cross functional integration and communication is a fundamental requirement to ensure work flows are executed timely and subject matter experts are consulted with the overall goal to win joint ventures and become trusted advisors for our customers during the entire sales-implementation-sustaining life cycle… Show more As the Manager of the Cloud Solutions Team I'm responsible for ensuring proposed IVR and Contact Center solutions are technically viable, cost optimized, and delivered with excellence. Cross functional integration and communication is a fundamental requirement to ensure work flows are executed timely and subject matter experts are consulted with the overall goal to win joint ventures and become trusted advisors for our customers during the entire sales-implementation-sustaining life cycle. This role also maintains the project management responsibilities I've held since joining Aspect Software in 2014.

• Project Manager, Cloud Solutions

  • Apr 2014 - Mar 2016

  Orlando, Florida Area Led various implementation teams responsible for delivering highly technical, multi-channel, self-service IVR and Contact Center solutions. Developed firm working knowledge in Telecom/Networks, IVR, Speech Recognition, Business Intelligence, and Security Standards such as PCI and HIPPA compliance. Projects supported multiple verticals including Finance / Banking, Technology, Government, Health Care, and Consumer Goods, and ranged in size from $0-$4M+ TCV. Project activities and… Show more Led various implementation teams responsible for delivering highly technical, multi-channel, self-service IVR and Contact Center solutions. Developed firm working knowledge in Telecom/Networks, IVR, Speech Recognition, Business Intelligence, and Security Standards such as PCI and HIPPA compliance. Projects supported multiple verticals including Finance / Banking, Technology, Government, Health Care, and Consumer Goods, and ranged in size from $0-$4M+ TCV. Project activities and milestones included: - Architecture Design (Server Counts, HW / SW Requirements, Network Connectivity, Communication Protocols) - Telephony and SIP Integration - Backend DB / Web Server Integration - MPLS Infrastructure - Voice, Mobile Web, SMS Call Flows - Reporting Development and Business Intelligence Integration - User Acceptance Testing - Training Implementation methodologies were tailored to customer preferences and project fit (Standard waterfall / PMI principles and agile scrum). Served as Account Advocate for several Top 25 customers providing Escalation Management and Recurring Business Reviews in an effort to grow the customer relationship and business.



NASA - National Aeronautics and Space Administration

• United States
• Aviation and Aerospace Component Manufacturing
• 700 & Above Employee

• Project and Program Manager

  • Jan 2006 - Mar 2014

  Kennedy Space Center Over 8 years project and program management, engineering and professional services, new business development, system and equipment commissioning, and safety and environmental analysis. Served as key member of a successful NASA management team overseeing the Institutional Services Contract (ISC): a 10 year, $1.2B, 1200 employee workforce supporting all prime KSC programs including Ground Systems Development Office (GSDO), Center Maintenance & Operations (CMO), International Space Station… Show more Over 8 years project and program management, engineering and professional services, new business development, system and equipment commissioning, and safety and environmental analysis. Served as key member of a successful NASA management team overseeing the Institutional Services Contract (ISC): a 10 year, $1.2B, 1200 employee workforce supporting all prime KSC programs including Ground Systems Development Office (GSDO), Center Maintenance & Operations (CMO), International Space Station (ISS), Orion Production Operations, Launch Services Program (LSP), and various Commercial Customers (Space-X, Boeing, Lockheed Martin). Primary responsibilities: • Integrate and oversee local authority projects across all KSC programs including CMO, GSDO, ISS, Orion, and LSP (~$20M/yr) • Plan, validate, program, and approve new local authority projects ($50k-$1M each) • Assess overall project performance and summarize findings as award fee inputs and recommendations • Ensure customer program managers are satisfied with project and overall annual operating plan performance • Develop feedback and control mechanisms to integrate customer requests, technical requirements, and business, resource, and development communities • Chair NASA led integration review boards, technical integration working groups, scoping agreements, design reviews, and implementation plan meetings Show less