Tech Stack Advising

IVR Voice Architect + Consultant

National Marine Corps Business Network (501)(c)(3)

Contact Center Consultant

13North Consulting LLC

Providing professional services, consulting, industry expertise, contract negotiation, and solutions in Telephony, Contact Center, IVR, Carrier, Outsourcing, Vendor Management and Technical Support.

Founder & CEO

Amherst

Director, Enterprise Telephony

Responsible for the strategic planning, design, maintenance, and configuration of Amherst’s telecommunications systems and tools. Works with other members of the IT staff to ensure that telecommunications solutions meet company needs. Determines the strategic direction and day-to-day operations of all telecommunications and collaboration technologies to meet the needs of users throughout the enterprise. Evaluate the use of technology, hardware, and applications to determine priorities, allocate resources, establish project schedules to ensure their timely completion, maintain the integrity and security of the systems, and make recommendations to keep the systems current with technological advances in hardware and software.

Manager, Voice Engineering

Sr Voice Engineer

Netspend

Responsible for the full lifecycle of the enterprise IVR system processing over 5 million calls per month. Work with Vendors, Partners, and Business Units to establish, scope, and meet IVR requirements, troubleshoot issues, and establish effective alerting and reporting on all circuits and hardware. Coordinate deployments of new IVR features and applications: scripting call flows, implementing skills based routing, and CTI for web based screen pops. Manage Cisco Call Manager and IPCC/UCCX for the local call center.

Manager Voice Engineering

USAN, Inc.

Manage a call processing center that provides IVR service functionality to the Level(3) Communications carrier network.  Maintain multiple Windows (2003, XP, NT) and Linux systems, Cisco routers, switches, and Pix firewalls.  Work with carrier personnel and customers to resolve network issues and ensure network diversity and stability for our customers.  Schedule maintenance, updates, installation, and augments.  Review daily and weekly performance and traffic reports.  Provide 24 hour response, service, and support in accordance with Service Level Agreements.

Field Operations Manager

Verizon

Subject matter expert, providing last-line support and analysis for the Lucent 5ESS Switch to the entire Verizon footprint, which spanned all 50 states.  Partnered with vendors, local technicians, field personnel, and customers to quickly resolve service issues and provide maintenance assistance.  Participated in ISO documentation and audits.

Network Support Specialist

United States Marine Corps

Led all high-level repair of telecommunication equipment for Marine Corps Base Hawaii.  Tracked parts, reviewed equipment repair orders, analyzed and reconciled repair logs and daily progress reports, and managed telecommunications repair service and support for nine separate Marine Corps units.  Counseled, inspected, and trained marines in telecommunication repair and support, physical fitness and appearance, and professionalism.

Sergeant of Marines

With 30 years in telecom and contact center tech, I've excelled from military service to leading enterprise telephony and CCaaS implementations.  As a consultant, I leverage my expertise in architecture, infrastructure, and support to drive efficiency and profitability for clients. Let's connect and explore collaborative opportunities!

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