Work Experience
I started my career doing QA and desktop support, and looking back, that grounding in how things break shaped everything that followed. Each role pulled me deeper into infrastructure, contact centers, and eventually cloud — not because I planned it that way, but because I kept saying yes to the hardest problem in the room. At Arise and WillowCSN I learned what it means to keep a platform running at scale with thousands of remote agents depending on it. At Pegasystems I got to build a cloud offering from scratch and see what enterprise customers in regulated industries actually need. And at CloudHesive, I got to do all of it — build products, grow teams, earn every AWS certification available, and help customers migrate, secure, and operate workloads across industries. Twenty-five years in, the thread that connects it all is the same: I like building things that work, for people who need them to.
8 of 8 roles shown
Principal Product & Platform Architect — Call Center Power
- Deepening the firm's Amazon Connect practice and accelerating cloud contact center delivery for enterprise and public sector customers.
- Amazon Connect practice development — architecture, implementation, and platform strategy.
- Mentoring solutions architects across the delivery team.
- Pre-sales support — enterprise and public sector pursuits, solution design, and technical scoping.
- Product and partner strategy — contributing to CCP's AWS ecosystem roadmap.
CTO — CloudHesive, LLC
- Established AWS partnership and progressed to Premier Tier partner with 17 programs and competencies including multi-year renewals in the AWS MSP Program.
- Developed and grew product/development, consulting/professional services, and managed services teams including budgeting, forecasting, hiring, training, promotion and retention.
- Developed a standard set of measures against these teams to use in board level reports.
- Developed Product and Service offerings in Managed Services, Contact Center, End User Computing, Media, Compliance and Research Segments.
- Accepted as the first employee into the AWS Ambassador Program with multi-year renewals and recognition in certifications and evangelization of AWS, including contribution to certification exams as a subject matter expert.
- Led the process of demonstrating competency around workload migration with AWS, resulting in recognition through the AWS Migration Competency and eligibility for the Migration Acceleration Program (MAP).
- Leveraged MAP and MAP-aligned processes to engage with prospective customers in working sessions, demonstrating maturity levels through Migration Readiness Assessments (MRAs), opportunities for improvement, and the economics of migration and operation of workloads on AWS, including financial offset offered through MAP.
- Worked with customers to understand their current standards, desired objectives and current footing on the public cloud to design, build and operate to-be approaches from migration preparation through Landing Zone/Control Tower creation to assessment, planning and migration of individual workloads.
- Migrated workloads for customers using the AWS prioritization and migration strategy (7Rs).
- Performed assessments for customers considering migrating to AWS, Microsoft Azure and IBM Cloud, or customers already deployed but lacking staffing or expertise to manage. Assessments aligned to AWS Well Architected Framework.
- Developed Encryption as a Service (EaaS) based on global deployment of Vormetric DSM appliances on AWS as a migration path from Cloudera Gazzang.
- Developed Managed Security Service (MSS) based on EaaS, Trend Micro Deep Security and Alert Logic, and Managed Service Provider (MSP) service based on industry expertise, automation and tools such as Datadog and Sumo Logic.
- Principal during SOC and PCI Audits validating MSS and MSP Services.
- Responsible for Product and Development of SaaS offerings (ConnectPath, Centricity, Dextr), managing the backlog, testing and release of new features.
- These products, spanning 10 years, evolved from Java/MySQL to Serverless.
- Products integrated with AWS Contact Center, Analytics and Generative AI services such as Connect, Lex, Bedrock and Q, based on customer feedback implementing these services since their launch.
- Projects included competitive migrations to Amazon Connect, migration of IVRs from third parties including VoiceXML-based IVRs to Lex/Lambda/DynamoDB, and creation of data lakes and analytics based on AWS native services such as Lake Formation and QuickSight.
- Bedrock was used to augment SaaS applications' capabilities using third party and first party LLMs; Q was used to support internal corporate initiatives, customer initiatives, and optimize development and operations teams' capabilities.
- Implementation of automation processes to support managed services customers, specifically around bootstrapping and autoscaling scripts including deployment pipelines. Autoscaling scripts specialized in launching and configuration of Windows Application Servers and Citrix Worker Servers.
- Implementation of hardening process to take off-the-shelf AMIs and apply CIS recommendations, producing new encrypted AMIs. Leveraged Ansible and Packer.
- Enhancements and bug fixes for customers' existing deployment pipelines. Leveraged Jenkins, GitHub, Gradle, NPM, Artifactory, Chef, Docker, CloudFormation, ECS and ECR.
- Deployment of stand-alone security and operational control planes with supporting systems.
- Implementation of machine learning proof of concept to eliminate extraneous operational events.
Senior Manager, Production Engineering — Pegasystems, Inc.
- Built and managed the Pega Cloud offering including implementing over 1000 instances on AWS in a managed service provider model with full security architecture.
- Implemented over 50 customers on Pega Cloud platform using a revamped onboarding process ensuring standardization across customers.
- Implemented new suite of tools to manage production operations of Pega Cloud customers (Zenoss, Splunk, Trend Micro Deep Security) including a global hybrid hands-on deployment of Vormetric appliances in colocation to satisfy regulatory requirements.
- Performed ongoing coaching of colleagues in Service Desk and Operations teams on various operational and technical issues and acted as escalation point for issues raised by Pega Cloud customers.
- Orchestrated resolution of issues resulting from vendor outages and led planning activities for vendor maintenance.
Vice President, Product Engineering — Promero, Inc.
- Responsible for deployment and management of On-Premise and PaaS/SaaS product portfolio consisting of multitenant and remote deployments of Oracle's CRM and Contact On Demand offerings and Oracle's CCA product.
- Full involvement in customer (Fortune 500 and Government) lifecycle from Pre-Sales to Post-Implementation.
- Full engagement in operations: execution of complex/specialized projects, capacity analysis/load testing, provisioning, monitoring/trending of performance/utilization, coordination of maintenance, identification and mitigation of single points of failure and security.
- Acted as SME and provided escalation support to IT Engineers including creating test cases to clarify documentation and/or reproduce reported issues and escalating to product vendors.
Sr. Systems Engineer — Arise Virtual Solutions, Inc.
- Responsible for implementation of new customers on Contact Center PaaS environments. Typical implementations involved custom development work in SQL and ASP/JSP.
- Participated in annual PCI compliancy audit of PaaS environment as Lead Engineer responsible for all components of the platform.
- Performed capacity and single point of failure analysis of contact center PaaS environment using self-developed capacity planning methodology.
- Participated in domestic and international datacenter migrations and expansions including design, purchasing and deployment of new hardware and software.
- Migrated from Nortel Meridian to Avaya Communication Manager enabling multi-site and multi-carrier redundancy.
Systems Engineer — WillowCSN, Inc.
- Implemented new customers on Contact Center PaaS environments and delivered feature enhancements based on enterprise customer requests.
- Implementation, administration, support, expansion and patching of CCA PaaS environments with over 2000 ports and over 5000 remote agents.
- Daily monitoring and maintenance of WAN and LAN networks, servers and workstations including 24x7 on-call support.
- Created and updated technical documentation for task-specific job functions and troubleshooting.
- Part of core team responsible for first year PCI audit of PaaS environment.
Product Development — eView Technologies, Inc.
- Developed and improved products for private cable and outdoor advertising, including satellite receivers and antennas.
- Maintained large-scale LED displays including replacing board level components and troubleshooting functional issues.
- Administered and supported corporate and product end users.
Quality Control — ExamSoft Worldwide, Inc.
- Performed Quality Control testing based on self-developed test cases designed to validate functionality of features and embedded security in the product.
- Evaluated other products on the market for security/operational design flaws.
- Performed desktop support/administration duties for internal employees.
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