Experience

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  Movate

  Apr 2009 - Feb 2015

  Euc practice lead

  Operations Analysis to determine areas for improvement (i.e. efficiency, adoption, cost reduction, etc) through training, tools, processes, or automation. Led all transition activities for new clients to Front-Line Support teams and instituted new operating standards based on ITILv3. Developed End-User Computing as a product by updating the existing Service Portfolio through market research, team trainings, and software development.

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  Nice

  Mar 2015 - Jun 2020

  Senior technical account manager

  Enterprise and Mid-Market account management with $6M portfolio, contact center consulting, ACD/IVR management, WFO solution matter expert (including Analytics), product launch team member, billing and contracts management.

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  Toyota north america

  Jun 2020 - now

  Solutions architect

  Assisting Toyota Financial Services in the migration of Legacy hardware and software stacks to a cloud-based, multi-tenant financial systems architecture, focusing on Agent Experience. Designing multi-level API frameworks to integrate Salesforce Service Cloud, Salesforce Marketing Cloud, NICE Contact Center products, and in-house software with Kafka, Mulesoft, Snowflake, Springboot microservices, and many other technologies.