Implementation Engineer

• Aug 2023 - Present

Bright Pattern Omni-channel Engineer

• Feb 2018 - Aug 2023

Builds and supports omni-channel contact centers (email,chat,voice,sms) Builds and supports omni-channel contact centers (email,chat,voice,sms)

Senior Supervisor Service Desk

• Sep 2016 - Aug 2023

Lead VoIP Service Desk Support.Leads and trains L1 support for cloud and premise deployed Cisco Unified Contact Center Enterprise Solutions for multiple enterprise level customers.

Senior Service Desk Analyst

• Jul 2015 - Sep 2016

Supports cloud and premise deployed Cisco Unified Contact Center Enterprise Solutions for multiple enterprise level customers.

IT Operations Senior Analyst

• Apr 2014 - Jul 2015

Manages the network security infrastructure of the largest telecom in Italy. Manages the network security infrastructure of the largest telecom in Italy.

Network Engineer

• Jul 2011 - Apr 2014

Monitors all client devices and to be responsible for managing all network outages. Troubleshoots and resolves issues, following up on pending problems. Prioritizes outstanding issues that directly affect a client’s ability to run their business. Informs management of critical issues that may affect clients. Assists VPN users to connect to their network thru RSA token. Monitors all client devices and to be responsible for managing all network outages. Troubleshoots and resolves issues, following up on pending problems. Prioritizes outstanding issues that directly affect a client’s ability to run their business. Informs management of critical issues that may affect clients. Assists VPN users to connect to their network thru RSA token.