Experience

Go · Python · Rust · APIs · Linux/containers · relational and vector data · AI and agent systems · developer tooling

• —Developing public engineering projects across Go, Python, and Rust, with emphasis on APIs, data systems, Linux/container infrastructure, automation, and AI integration.
• —Designing small, inspectable systems with contract-first and schema-first interfaces, OpenAPI, tests, architecture decision records, and reproducible deployment instructions.
• —Researching provider-independent model routing, local/cloud execution, agent coordination, trust boundaries, observability, and repository-aware engineering workflows.
• —Preparing source, tests, diagrams, implementation decisions, and operating documentation for public release.

Up to 30 direct reports across the US, Poland, Costa Rica, and India · $20M–$30M ARR implementation portfolio

Advanced from supervisor into senior leadership to head the Global Professional Services organization, managing up to 30 direct reports, including a supervisor, across the United States, Poland, Costa Rica, and India. Led the teams and delivery systems behind a $20M–$30M ARR implementation portfolio supporting large-scale deployments across retail, franchise, municipal, finance, healthcare, and public-safety environments.

• —Transformed operations through KPI dashboards and continuous-improvement frameworks, reducing project overruns by 30% and delivery timelines by 33%.
• —Launched and operationalized a near-shore Tier 1 provisioning organization, building processes, training, and coaching that increased project throughput by 25% while sustaining 95% CSAT.
• —Designed a structured technical-escalation workflow that reduced resolution cycles from days to hours, improved handoffs, and converted recurring field and integration failures into Product and Engineering recommendations.
• —Directed platform migrations, integrations, onboarding, renewals, expansion, customer-risk prioritization, capacity planning, and delivery forecasting across concurrent enterprise programs.
• —Partnered across Product, Engineering, Sales, Solutions Engineering, Project Management, Customer Success, Support, partners, and carriers; presented operational insights and business cases that informed budgets and strategic investments.
• —Cultivated a high-retention senior team with average team tenure of 7–9 years and zero voluntary attrition through multiple acquisitions and restructures.

Regional Professional Services organization · complex implementations · platform migrations · quality assurance

Promoted for performance and technical leadership to lead a regional Professional Services organization spanning complex implementations, platform migrations, staff development, quality assurance, and cross-functional delivery.

• —Created and scaled repeatable deployment models for high-visibility multi-site contact-center programs; a representative rollout standardized the first 30 sites, reached six production locations per day, and remained approximately two weeks ahead of schedule.
• —Led RFP development, scoping, qualification, vendor selection, and negotiation for the company's first outsourced provisioning and go-live support team; established training, processes, and operating standards.
• —Designed Professional Services frameworks across Voice, Data, Access, and Project Management; partnered with Sales to prioritize backlogs and installation forecasts, achieving 100% installed MRR forecast accuracy.
• —Led high-complexity escalations and incident response, including overnight Engineering coordination, on-site disaster recovery, distributed-user restoration, and recurrence controls for a business-critical contact-center outage.

50–80 concurrent deployments · SIP · IVR · contact center · routing · multi-site implementation

Advanced from support engineer to implementation SME, owning complex multi-site voice, data, and contact-center deployments and serving as a primary escalation point for high-impact projects.

• —Led technical discovery, solution design, provisioning, integration, QA, UAT/UAR, cutover, go-live, hypercare, and handoff for complex enterprise implementations.
• —Designed and deployed SIP trunking, IVR, call-routing, contact-center, endpoint, and third-party platform integrations based on customer business and production requirements.
• —Built, tested, and validated call flows and configuration deliverables; coordinated Project Managers, Engineers, carriers, partners, on-site resources, and customer stakeholders through launch.
• —Carried approximately 50–80 concurrent projects during high-demand periods, including many of the highest-complexity deployments and escalations.
• —Managed 50+ active deployments while maintaining >99% SLA compliance and contributing more than $100K in new MRR per quarter through optimized design and post-launch performance.

Tier 2 support and NOC operations · P1 incidents · MPLS · carrier coordination · CPE · live customer environments

Provided Tier 2 support, MACD, and NOC operations for nationwide VoIP and MPLS environments.

• —Resolved 75+ weekly tickets ranging from routine changes to critical P1 production incidents.
• —Diagnosed and restored MPLS and transport faults with carriers and LECs, supporting 99.99% service availability and rapid incident response.
• —Configured, deployed, and tested customer-premise equipment remotely and with on-site teams; troubleshot live voice, data, routing, and endpoint issues.

Enterprise VoIP support · multi-platform troubleshooting · technical escalation · direct customer communication

• —Supported more than 10 enterprise BroadSoft VoIP clients simultaneously across different platforms, CRMs, ticketing systems, procedures, and escalation models.
• —Resolved approximately 90% of inbound escalations while reducing Tier 3 volume by 40% through deeper triage, prioritization, and first-touch diagnosis.
• —Maintained >90% CSAT while balancing multiple customer queues and adapting to each client's technical and operational standards.