I have 30+ years of experience, partly in the field, in the technology industry including voice, data and peripherals. Experience speaks loudly when it comes to getting the job done in a time and cost effective manner as well as customer satisfaction. Also, I am a detail oriented person and my primary focus, within limits, is profitability, monetarily and honorably.

Secondly, I have 25+ years of experience in customer service; field technician, technical support and business owner/operator. I feel that I can lead a team of field or support technician efficiently and effectively and I can build a team of dedicated employees that put their primary focus on the company not themselves.

My resume may be filled with keywords and experience but the many years in the technology industry has taught me to never stop learning and that there will always be someone better than you at your job. That has kept me grounded and humble and willing to teach others what I have be taught to assure their success.

My high degree of motivation has been recognized by my previous employers who have quickly promoted me to positions of greater responsibility.

• Experience with Network Monitoring and Alerting
• Experience with Application Monitoring and Alerting
• Experience with Network Design
• Experience with Network Security
• Experience with Asterisk SIP PBX Platform
  Experience with PBX functionality and in Telecom (e.g. extensions, voicemail, AA, IVR, Agents, Queues, Analytics, Mobile)
  
• Experience in troubleshooting VoIP interconnections, SIP telephony, and Carrier or PBX interoperability, QoS
• Strong LAN troubleshooting experience, including VLAN issues (CDP/LLDP. DHCP, MTU and MAC filtering issues; firewalls ( NAT, IP & TCP/UDP-based ACLs and Policies, Session Timeouts, ALG)
  
• Knowledge of WAN media including T1/E1-based circuits, Ethernet circuits, WAN protocols including PPP, Frame Relay, Ethernet, encapsulated Ethernet, knowledge of MPLS
  
• Experience in provisioning Cisco, Polycom, Avaya, Yealink phones, ATA device
• Ability to perform and analyze packet captures of SiP and RTP messages with tools like Wireshark
  
• Knowledge of router/firewall configurations (Cisco, Fortinet, Palo Alto, SonicWall, Watchguard)
  
• Self-starter, performing day-to- day tasks with minimal supervision, works effectively within cross-functional team
  
• Ability to listen, understand, analyze, and document the complex needs and requirements of end-users and translate their needs into specific actions and solutions
  
• Ability to balance multiple priorities, meet deadlines, and understand business impact and prioritize assignments
  
• Strong writing and customer service skills, attention to detail
  
• Persistence, positive attitude, and solid judgment
  
• Ability to learn and master new systems quickly and become a functional product expert
• Managing a global network support team
• Relationship building with vendors
  

• Splunk
• Hepic
• Looker
• Smokeping
• Grafana
• CheckMK
• Nagio
• AppNeta
• Broadcom NetOps
• Broadcom Spectrum

Broadcom - May 2022  to Present
Solutions Engineer - Agile Operations Division

• Performing value alignment with strategic customers.
• Building relationships across customer's or partner's IT silos and offerings to understand,
  build, document and share our knowledge of their infrastructure, challenges and potential
  technical impact of planned projects.
• Understand and act as a valued resource early and often within the customer's decisionmaking
  process (e.g.: during the idea or conceptual stages).
• Identify and lead adoption strategy and activities with key customers.
• Maintain account opportunity, engagement and adoption information.
• Managing and directing team members within assigned accounts.
• Maintain understanding of the Agile Operations Divisions (AOD) capabilities/products across the entire portfolio.
• Maintain good understanding of the domain (functional and technical) and AOD solutions in the AI, Network and Systems Management domain.
• Maintain understanding of 3rd party solutions and tools related to the domain.
• Perform demos and proof of value for AI, Network & Systems Operations solutions.
• Present solution & adoption roadmaps to customers.
• Collaborate with stakeholders across Sales, R&D, Services, and Management to ensure synergy and consistency across solutions (in terms of technology, architecture and roadmap) in assigned customers.
• Collaborate closely with other domain members within and across territories to ensure crosspollination, collaborative learning and 360-degree understanding of assigned accounts.
• Collaborate in the definition and execution of account marketing activities.
• Manage a portfolio of top tier clients.
• Project tracking & management of solution deployments into complex customer environments.
• Deploy, Configure, Train, and Progress value from Broadcom solutions to ensure the customer required business outcomes are met or exceeded.
• Deep-dive and report on your portfolio’s adoption to reveal successes, value, challenges, and recommended improvements.
• Act as a point of technical escalation and coordination for issues and projects involving the solution.
• Take ownership of escalated technical issues and own them to completion.
• Provide product feedback and suggestions for improvements from our top clients.
• Be the customer advocate to help prioritize Product Management and Development efforts.
• Raise product defects and influence the product roadmap.
• Perform scheduled and ongoing technical training, demonstration, and coaching of all value areas of the SaaS offering.

Catchpoint - March 2022  to May 2022
Technical Customer Success Manager

• Assume full accountability of the customer journey, from On boarding  through Renewal
• Conduct regular business reviews and monitor account health to maximize account retention
• Map Catchpoint’s value to client’s organization, goals, and challenges to generate growth
• Drive engagement and adoption of Catchpoint’s platform
• Transform clients into partners, developing champions and obtaining executive alignment
• Evangelize success outside of the platform by promoting success in client’s craft and careers
• Be a customer advocate while capturing customer feedback for Product and Marketing
• Partner closely with Catchpoint Sales, Support and other Technical teams to ensure an exceptional customer experience

Fuze formally ThinkingPhones - November 2017 to March 2022
Senior Technical Support Manager, Network and Platform

• Identify, develop, and implement service improvements, resulting in measurable customer satisfaction improvements
• Ability to effectively operate in very dynamic and sometimes ambiguous situations
• Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner
• Review cases to ensure expectations are exceeded
• Constantly assess and align resources to the needs of the business and customer
• Proactively communicate with internal and external customers
• Demonstrate passion for customer satisfaction and ignite that passion in others
• Introduce methods you know will improve the way your team operates
• Identify ways to increase efficiencies
• Own the processes you put in place and take pride in helping develop company communication
• Oversee the management of tickets within the Network Support Engineering team
• Work to resolve technical network-related issues as an individual or utilizing high level technical resources
• Participate in call center environment for network-related issues escalations, internally and externally
• Participate in after-hours On-call rotation

Fuze formally ThinkingPhones - February 2016 to October 2017
Senior Critical Situation Manager

As a member of the Global Center of Excellence Organization, as the Senior Critical Situation Manager, I manage the most urgent customer problems involving Fuze products and services, am thecommunication focal point for the customer, and I oversee all resolution efforts from the initial problem identification to post-mortem analysis. I also act as a customer advocate to help drive improvements across various internal organizations.
 

• Own and manage critical situations through completion
• Manage all Internal and External Communication
• Identify and assess impact and urgency of each situation, develop plan of action
• Act as single point of contact (SPOC) for internal and external stakeholders
• Leverage internal resources to drive critical issues to successful resolution
• Build relationships with internal Teams and the customer
• Document events, conversations, solutions
• Create case studies
• Define process and escalation points for critical customer situations
• Establish and develop key relationships within the Fuze global organization to align and leverage global customer support initiatives
• Drive alignment of support processes within customer care center of excellence
• Lead cross-departmental process improvement to maximize customer retention and revenue
• Employ practical experience for managing customer conflict
• Foster collaboration within a cross-functional environment

Fuze formally ThinkingPhones - May 2015 to January 2016
Senior Level Network Support Engineer/Team Lead

• Work directly with customers’ IT and Network personnel through phone, email, and case management system to troubleshoot and resolve customer reported network issues
• Configure and support Routers, Switches, Firewalls including but not limited to Adtran, Cisco, Juniper and SonicWall
• Restore, recover, or alter configurations, logical or physical, to maintain service integrity
• Respond proactively and appropriately to client monitoring alarms
• Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
• Proactively suggest and implement process improvements
• Configure and support T1's, setting up QoS, separating voice endpoints on their own VLAN, applying custom inbound / outbound rules to the firewall, etc
• Configure and support DIDs, Number Portability, TDM circuits, Data access DSL/Cable/T1/Metro Ethernet
• Configure and support OS - Linux (and / or other Unix and command line VM
• Network analysis fundamentals and troubleshooting skills
• Communicate verbally and in writing with customers in a professional and friendly manner
• Network troubleshooting of SaaS based architectures including network fundamentals (OSI Model, TCP/IP, Ethernet, routers, switches, firewalls) and any hands-on experience with routers / firewalls
• Packet capture analysis using ethereal/Wireshark or equivalent

ARO IT Solutions, MA– 2005 to May 2015
Owner/Operator

• Design and implement Key Phone Systems, PBX’s and VoIP PBX’s
• Design and implement Data Networking Equipment
• Design and implement Voice and Data Cabling Plants
• Business Desktop Computer Solutions
• Cloud Backup/Disaster Recovery
• IP Surveillance Systems and Door Access Systems
• Point of Sales Systems

Total Communications, MA, CT & RI– May 2005 to September 2005
Customer Service Technical Sales Engineer

• Technical Engineering for Key Phone Systems, PBX’s and VoIP PBX’s
• Technical Engineering for Call Center Applications
• Technical Engineering for Data Network components

3COM Corporation, Marlborough, MA – September 2000 to April 2005
Customer Service Technical Support Engineer / Pre-Sales Technical Engineer
Publisher, Web-Based Technical Documentation for Knowledgebase
Lab Coordinator – CSO North America

• Provided Post-Sales Technical Support for a VoIP PBX
• Provided Post-Sales Technical Support for a SIP PBX
• Provide NBX Call Center Technical Support
• Provided NBX Unified Communications Technical Support
• Provided after hours’ technical support 14-20 weeks per year
• Provided Pre-Sales Technical Support for complete Voice product line
• Beta site manager for the NBX100 V3.0
• Wrote technical documentation - web knowledgebase
• Edit/publish technical documentation, written by other engineers, for web-based Knowledgebase
• Lab Coordinator for North America

AVA Technology Inc., Billerica, MA – April 2000 to October 2000
Customer Service Technical Support Engineer

• Provided 24/7 technical support for a PC based voice processing system
• Approved Return Merchandise Authorization
• Wrote technical documentation for manuals
• Consulted Software Development on features and enhancements

ITI Inc, Detroit, MI – January 1998 to March 2000
Communications Technician/Field Engineer

• Engineered, installed and serviced many phone systems and voicemail systems and data networks including Samsung and Tadiran (ECI)
• Installed and terminated cat 3, cat 5, burial and aerial cable
• Integrated systems to ensure proper functionality
• Integrated T1, PRI, BRI and ISDN circuits with multiple PBX and Key Systems
• Installed proper grounding and lightning protection units such as gas or super resistors
• Consulted with customers to complete tasks in a time and cost-efficient manner

Adtran - Routers and Switches
Appneta Network and Application Monitoring
Inter-tel - Axxess and IP5000 and Call Center Suite
3Com - All VoIP and SIP Products
AVA Technology - All Products
Samsung - DCS, Starmail and Cadence Voicemail
Tadiran - SL and Coral ISBX Installation and Maintenance
Sprint - Protege
AT&T - Partner, Merlin and Legend
Bogen Communication School of Sound - Design and Installation
Key Voice Technology - Verbatim Voice Mail
Telekol - TVM Voice Mail
Panduit Network Systems Group - Category 5, 5e and 6 cable installation
MasteryPoint Learning Systems - Telecommunications
Learning International - Quality Service Skills

Red Cross Volunteer September 11 Search & Rescue - NYC

Music as a Hobby