Experience

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  Laboratory corporation of america

  Jan 1995 - Jan 1996

  Client product coordinator

  Installed and supported proprietary ordering/reporting system in physician offices.

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  Electronic form systems

  Jan 1997 - Jan 1999

  Technical business analyst

  Assisted sales reps with developing customer solutions, presenting solution to customer, post sale implementation.

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  Nortel

  Feb 1999 - Jun 2009

  Contributed to lab testing of a comprehensive Nortel Voice and Data Solution, including CallPilot, Contact Center, and Contact Recording products.Supported team-oriented lab environment, reviewing use and test cases, installing products, executing test cases, and reviewing documentation. Developed and delivered course for external partners focused on new High Availability offering for CallPilot. Directed CallPilot beta trial participation. ** Recognized with Gold Award of Distinction for securing $1.1M in cost savings by identifying and addressing production integration issues within lab environment. Show less Analyzed specifications of multiple products, preparing and presenting business cases showcasing recommendations for improving product serviceability and operability.Engaged with partners and internal support teams to gather product requirements; provided development teams with feature requirements; negotiated with product line management to deploy new features. Evaluated product requirements document (PRD) and feature specifications, identifying serviceability impacts and developing action plans. Show less Delivered tier-three technical support on Nortel Voice Messaging products.Collaborated with engineers and technicians, troubleshooting and resolving diverse technical issues. Managed product testing, installing CallPilot and Meridian Mail systems within lab environments and directing beta trial installations at customer sites. Prepared and maintained customer service and change requests. Trained and coached internal and external engineers.** Recognized for consistently delivering excellent customer service with Top Tier Pride Award Show less

  • Captive Lab Network Engineer

    Oct 2008 - Jun 2009

  • Serviceability/Design for Operability Prime

    Oct 2005 - Oct 2008

  • Senior Technical Support Engineer

    Feb 1999 - Oct 2005
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  Avaya

  Jul 2009 - Oct 2010

  Emergency recovery engineer / root cause analysis engineer

  Advanced through positions of increased technical scope during 10+-year tenure. Following acquisition by Avaya, retained to provide emergency support legacy for Nortel products.Closely assessed logs and configuration data reported during and following outages. Collaborated with development team to isolate issues and determine root case of hardware and software outages; developed action plans to stabilize systems and prevent reoccurrence; alerted partners and customers to action plans. Coordinated with fellow engineers and field technicians, collecting / documenting relevant data and executing remediation strategies. Prepared and updated customer service and change requests. ** Served a key contributor to the team that identified and tracked a resolution to a product issue impacting hundreds of Nortel's largest customers. Show less

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  Bupa health dialog pty ltd

  Dec 2010 - Apr 2011

  Contractor

  Initially contracted for temporary Fulfillment Coordinator role; requested to extend contract to support IT manager with development of Business Continuity and Disaster Recovery Plans.Served as key liaison between health coaches and community team leaders, addressing and resolving issues impacting fulfillment. Supported telephone system, troubleshooting problems, orchestrating moves, and implementing changes; assisted with softphone deployment. Designed and implemented InfoPath forms and a SharePoint document library.** Strategically modified data extraction and mail merge processes for business correspondence, streamlining workflow to improve efficiency.** Established exception tracking system and developed email templates for coaching teams to clarify exceptions for discrepancies between requested information and business rules. Show less

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  Telstra

  Aug 2011 - Sept 2013

  Platform specialist / platform lead

  Promoted within one year to leadership position accountable for ensuring 24x7 availability of online shops. Collaborate with Agile project delivery team on system functionality and production fixes. Coordinate across functions, engaging with Delivery, Technology, Operations, Sales, Security, Fraud, Credit, Change Management, Release Management, and Incident Management teams. Maintain open lines of communication with stakeholders, providing updates on project status. Manage site performance and availability monitoring, production verification testing (PVT) for new releases and bug fixes, and fraud monitoring / detection. Supported Content Management Team.** Directed deployment of automation within online shop which facilitated delivery of the majority of preorders on launch date, and making the iPhone 5 launch the most successful online handset launch in Telstra history.** Contributed to the implementation of bypass for backend systems, enabling shop to stay online during backend outages.** Recommended new process for completing "predeployments" within production environment, leading to zero failed production deployments. ** Received Telstra Extreme Hawaii '12 Award.** Recognized with five Quarterly Dare Awards (Digital Awards Recognizing Excellence). Show less

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  Sts international inc

  Mar 2014 - Sept 2014

  Field service engineer

  Installation / configuration of Airbus Defense and Space Communications Vesta - VoIP 911 system.

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  Telstra

  Sept 2014 - Oct 2016

  Digital channel specialist

  Taking advantage of my location and time difference, supported Telstra's digital platforms during Australian overnight hours. Monitor performance/availability of applications, test new deployments in production, and manage incidents across multiple platforms and applications. Create and deploy Adobe Test and Target campaigns as well as provide analysis and reporting on customer experience and NPS.

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  Motorola solutions

  Nov 2016 - now

  Assigned to site as a Field Engineer 2/2019 to cover open position temporarily. Assisted customer with final configuration and cutover of the 2 largest PSAPs in their district. Subsequently took the position permanently and relocated to Houston in 8/2019. Duties include design, build, test and implement new Vesta 911 features in GHC network. Testing of new products and releases in GHC labs as part of development partner agreement. Provided L4 support on Vesta 911 for GHC. Worked with R&D to resolve issues found in testing and production. Show less

  • System Manager - Greater Harris County 911 Network

    Apr 2024 - now

  • Solutions Architect

    Oct 2022 - Apr 2024

  • Senior System Technologist - Greater Harris County 911

    Jul 2019 - Oct 2022

  • Field Engineer

    Nov 2016 - Jul 2019