Experience

NovelVox

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Director - Technical Solutioning

  • Jun 2021 - Present

  NovelVox - Great customer experiences are made possible through great agent experiences. NovelVox - Great customer experiences are made possible through great agent experiences.



Carousel Industries

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Director Contact Center Professional Services

  • Aug 2016 - Jun 2021

  I enjoy the responsibility of architecting contact center solutions to meet client needs and budgets. My experience in both the technology arena, and in contact center operations, provides a unique insight and understanding of client challenges along with the required solutions. I enjoy the responsibility of architecting contact center solutions to meet client needs and budgets. My experience in both the technology arena, and in contact center operations, provides a unique insight and understanding of client challenges along with the required solutions.



LogistiCare

• Hospitals and Health Care
• 700 & Above Employee

• Director of Telecommunications

  • Mar 2004 - Jul 2016

  Overall responsibility for the architecture, implementation, and management of LogistiCare’s telecommunications technology and carrier services. This included 20+ contact centers, supporting 4500+ agents, carrier based routing platforms, on-premise and hybrid cloud communications platforms, including georedundant data centers, virtualization, enterprise SAN, ACD, IVR, WFO, and WFM systems. Financial management and oversight of support teams, equipment, vendors, carrier services, and related contract negotiations. Overall responsibility for the Provado Technologies subsidiary, encompassing sales and services of Unified Communications and Contact Center systems including ACD, IVR, WFO, WFM, and various surrounding technologies. Show less



Provado Technologies Inc.

• Waterbury CT

• Principal

  • Oct 1993 - Mar 2004

  Leveraging experiences gained working in private and government sectors in the Washington DC and surrounding areas, I attained partnership and then ownership of On-Line Communications Inc. As a technology partner with Avaya (Lucent), Rockwell, Tadiran, AVST (Active Voice), Polycom and others, our business found a niche in the contact center and service bureau space. Supporting customers such as Thomson Financial (Reuters), Connecticut Transit, and LogistiCare, we developed a deeply technical staff and domain expertise. On-Line Communications was acquired by Logisticare in 2004 and renamed Provado Technologies. Teams were created to support our corporate transportation business along with our existing customer base. Show less



Business Telephone Services & Virginia Telephone Services

• Baltimore MD, Washington DC, and Richmond VA metro areas

• Systems Technician

  • Jan 1992 - Oct 1993

  Field Service Engineer responsible for implementation, training, and support of highly complex digital communication systems. Government clients include the Dept. of Interior, Office of Personnel Management, House of Representatives, the IRS, and others. Private clients included CDA Investment Technologies and Thompson Financial. Field Service Engineer responsible for implementation, training, and support of highly complex digital communication systems. Government clients include the Dept. of Interior, Office of Personnel Management, House of Representatives, the IRS, and others. Private clients included CDA Investment Technologies and Thompson Financial.