Experience
eLoyalty/Teletech (Cisco Collaboration Cloud Partner Award Winner), work from home/travel
4/13 – 8/14Telecommunications Principal Engineer
Primary implementation engineer on many customer voice projects for
upgrades, migrations to our cloud hosting, and conversions to Cisco based
Unified Communications and collaboration systems for Fortune 500 and large
government customers. Worked paired with an IP Telephony architect
under a project manager in the system design and project requirements
refinement of the IPT portions of the solution, typically including all call
routing with Cisco Unified Communications Manager, Cisco Unified SIP Proxy,
voice gateways, Customer Voice Portal, voicemail systems, integration with
Contact Center Enterprise and many third party applications and appliances.
Highlights include working with a private higher education provider to
transition all IP Telephony, contact center IVR, and third party voice apps
to eLoyalty’s cloud hosting. Our team virtualized and moved all systems
supporting 11,300 phones at 96 school sites, including 5 large contact
centers during 6 consecutive weeks of intense cutovers.
Worked with a state government on a 5 person project team to upgrade
and virtualize all back-end IP Telephony and supporting systems servicing
27,000 IP phones for several agencies and all contact centers.
Hewlett Packard Healthcare Enterprise Services, work from home/travel
7/11 – 4/13Network Delivery Engineer / Lead Voice Engineer
HP won Healthways’ IT operations business in 2011 and I was one of the
few employees incentivized to join HP in a role. I was dedicated
exclusively to voice engineering design and new service implementation.
A very deep ITIL-based change management process is a major part of the HP
service delivery model. Customer relationship care was a vital part of
this high visibility role. Was individually responsible for expanding
Healthways’ PSTN trunks, SIP proxy, and call handling capacity by 3x for the
2013 benefits enrollment season. The system launched flawlessly.
Healthways Inc., Salt Lake City, UT
11/09 – 7/11Network and Telecom Administrator, work from home/travel
2/07 – 11/09Manager Datacenter Operations (Utah)
Healthways Inc., a pioneering provider of phone health coaching,
acquired Digop (see below) in 2007 for its medical websites expertise.
My Digop IT team was recognized as the most qualified in Healthways to manage
the hosting of high-volume web applications and in server
virtualization. We led the virtualization of Healthways’ entire
datacenter. Having already implemented Cisco VoIP for Digop, in 2009 I
became certified in Cisco voice on my own (CCVP) and was invited to take the
reins of the new headquarters building’s Cisco VoIP system with a mandate to
expand to all sites and call centers. We converted 25 sites including
12 medical call centers.
Digop, Salt Lake City, UT
12/03 – 2/07Lead Systems Engineer
Leader of a small team of great systems engineers at Utah’s premier
web development studio in developing new methods for using new server
virtualization technology to manage environments for web development,
testing, and hosting. Was integral in Digop’s Microsoft Gold Partner
certification in Infrastructure Solutions. This experience led to my
leadership of the Utah VMware User Group in 2008 and 2009. The role
turned to network engineering as we grew rather than datacenter engineering
(had already certified CCNP in 2003). Was a successful early adopter of
Cisco Callmanager Express across 5 sites. Implemented Citrix load
balancers and Cisco firewalls.
Previous Employment
Magellan Health - Network Technician,
Sandy, UT, 7/01 – 10/02
Zions Bank Data Services - Network
Operations Administrator, built the NOC, Salt Lake City, UT, 5/00 – 3/01
CDI Corp - Systems Engineer (contractor), Salt Lake City, UT, 12/99 – 1/00
Uinta Business Systems - Systems
Engineer (contractor), Salt Lake City, UT, 5/99 – 10/99
Education and Language
MBATM Master of Business Administration in Technology Management, 2012 Westminster College
Technology Commercialization MBA Program with honors
BIT Bachelor of Information Technology, 2008 American Intercontinental University
IT Management Program
Spanish language Speak/read/write with good
fluency
Active
Professional Certificates
Cisco Certified Network Associate since
2000
Cisco Certified Network Professional - Voice, since 2009
Previously held other mid-level technical certifications including
Cisco CCNP, Microsoft MCSE, Qlogic, ITIL
Professional
Awards and Donated Work
Wayne Brown Institute – Investor
Liaison (Feb 2012 – Feb 2013)
WBI is a nonprofit Utah based venture capital accelerator aiding
high-potential businesses with mentoring and investor introductions.
Evaluated potential deals, coordinated mentor groups, and connected with
VCs/Angels. Also volunteered work on Jan 2014 WBI Investor’s Choice
conference in Midway, UT.
Member SLC Bitcoiners (2013+) – Bitcoin
group formed of local leaders in the cryptocurrency community. Seeking
apply cryptocurrency to modern problems of value transfers and educate on the
potential and the perils.
VMware – VMware vEXPERT (Feb 2010)
Was recognized by VMware as one of 300 yearly recipients worldwide for
“significant contribution to the community of VMware users over the past
year” for work as the Utah VMware User Group Leader 2008-2009.