Apr 2024 – Oct 2025 · 1 yr 6 mos · Remote

• Developed tailored Contact Center solutions, enhancing customer experience and satisfaction, achieving a 40% increase in satisfaction within 6 months through targeted feedback.
• Piloted a Generative AI solution leveraging agentic reasoning for customer support enhancements; boosted IVR containment rates by 18%.
• Collaborated with internal teams to meet specific customer needs, resulting in a 52% improvement in solution adoption.
• Created and delivered solution demos using the Five9 and Genesys demo platforms, increasing customer engagement by 28% in 8 months.

Nov 2021 – Jan 2024 · 2 yrs 2 mos · Omaha, Nebraska, United States · Remote

• Nextiva
• Omaha, Nebraska, USA
• 11/2021 - 01/2024
• Enterprise Solution Architect
• Delivered innovative Pre-Sales Engineering expertise across SMB, Mid-Market, and Enterprise sectors,
• supporting 12 Sales Representatives to increase sales by 25%.
• Work Force Optimization/Work Force Management Subject Matter Expert.
• Generated high interest by conducting 43 presentations/month of Nextiva UC and CC apps tailored for direct and channel customers.
• Focused on Consulting, accountability, and business-driven consulting to
• support Nextiva's fast-paced CPaaS/SaaS/UCaaS/CCaaS environment.
• Collaborated with cross-functional teams to deliver customized solutions that aligned with clients' objectives.
• Led design and implementation of UCaaS solutions for enterprise clients, resulting in over 25 new logos secured within a short period.
• Provided technical leadership and guidance throughout the project lifecycle, resulting in successful solution design and seamless integration with various communication platforms.
• Provided industry insights and best practices to build Global Brand and Brand Trust, influencing clients to choose our solutions over competitors.
• Create Customer Engagement to refine solution discovery to solve business problems.

Dec 2019 – Nov 2021 · 1 yr 11 mos · remote

• Provide direct support to NICE inContact's sales and customer service organizations for pre- and post-sale connectivity engineering needs.
• Obtained a mastery-level knowledge of the voice and data services available through NICE inContact. Be able to communicate their full functionality and interconnection requirements to customers and their vendors.
• Develop solutions for a wide range of complex applications. Solutions are imaginative, thorough, practical and consistent with the organizations' objectives.
• Thoroughly document proposals for standard and customized services. Prepare detailed project plans and order summaries for presentation to end users and their partners.
• Approve designs for sale upon customer acceptance.
• Establish and maintain strong working relationships with various departments in and outside of the company, in order to ensure overall order coordination success.

Aug 2018 – Jul 2019 · 11 mos · Greater Omaha Area

• Designed and sold the largest ever voice solution. $56,000 MRR for 60 months. Design was a Hosted Avaya IP Office

Jan 2016 – Aug 2018 · 2 yrs 7 mos · Greater Omaha Area-Remote

• Design and continually improve customer experience using Avaya (Red/Blue), Mitel and Office Suite
• xCaaS/PaaS/SaaS products in my multi-state territory
• Guide clients on cost effective Digital transformation and AI
• Partner with Windstream network division to create MPLS, SIP, SD-WAN and other high-speed connectivity to support xCaaS/PaaS/SaaS solutions
• Consult with customers on routing changes, TCP/UDP port changes
• Handled troubleshooting tasks related to the components for Local Area Networks, Wide Area Networks and voice systems

Nov 2012 – Aug 2018 · 5 yrs 9 mos · Greater Omaha Area-Remote

• Provide pre-sales support and design on voice solutions including both customer premise and UCaaS (Unified Communications as a Service regional Subject Matter Expert)
• Provide pre-sales support and design for data solutions
• Conduct product presentations to CxO levels on TCO/ROI and in-depth technical briefings to engineers (speeds&feeds) as required by the specific solution
• Consult with customers, acting as "Trusted Adviser" to customers on both voice and data designs
• Support sales teams to achieve their sales targets/goals
• Provide technical product overview and product demos to customers
• Develop, track and execute technical activities and milestones through-out the pre-sales process
• Perform proof of concepts and support solution trials
• Provide informal technical training to customers as needed
• Work with Technical Support organization to provide technical transfer knowledge of customer's configuration and topology prior to the solution going into live production network
• Respond and follow-up to all customer requests, including ensuring the resolution of post-sales issues
• Maintain and enhance competencies in the technology, product and industry areas as they relate to successfully performing the above activities

Feb 2010 – Jan 2012 · 1 yr 11 mos

• Directly responsible for both sales and technical training of Westcon’s entire Avaya partner base on all Avaya enterprise products ensuring proper certifications and authorizations covering all Avaya enterprise solutions
• Consult directly with both partner principles and sales teams on additional technology directions required to continue to grow their Avaya business and revenue using new Avaya products and solutions
• Trained and certified over 200 partner sales people and engineers on both the Avaya APSS and APDS Certifications and 40 staff within Westcon in one year
• Lead Avaya enterprise instructor for all Westcon
• Partner with and manage outside vendors to offer new training options for technology relating to Avaya solutions, Example, the successful introduction of “The SIP School” for Westcon including press briefings and all aspects of product marketing
• Recruit new Avaya business partners, both enterprise and SME
• Conduct all Avaya product Webinars and Podcasts within Westcon

Sep 2007 – Feb 2010 · 2 yrs 5 mos

• I am responsible for the overall Avaya products and sales number

Sep 1996 – Oct 2006 · 10 yrs 1 mo · Greater Omaha Area-Remote

• Worked with both Avaya direct customers and the in-direct channel to design and engineer Avaya’s Enterprise level communications solutions including the following: Aura, all server and gateway combinations, Session Manager and all adjunct equipment including data products
• Selected to the Avaya Corporate Sales Engineering Team to provide tier 2/3 technical sales resources to the entire Avaya worldwide sales force
• Due to my strong presentation skills, I was asked to present the Avaya Enterprise Solutions at trade shows, competitive forums and users groups
• Selected for the Avaya Achievers Club in 1998 and 2000
• I was presented the “Best Technical Sales Award” by all my peers within Avaya for FY 2001

Jan 1987 – Jan 1992 · 5 yrs

• Assigned to Patrol Sqd VP-40, during that time I not only flew in support of the mission, I also ran Operations for the daily/weekly/monthly flight schedules and alert launch operations. At this time I received my exposure to Networking during support of our beginnings of networking for the Squadron. Desert Shield/Desert Storm Veteran 10/1990-5/1991