Senior Technical Manager
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After earning advanced degrees and a teaching certificate I launched my professional career lecturing geography at the collegiate level. When I transitioned to the private sector I tapped my training in geographic information systems to consult utilities and municipalities leveraging this technology for facilities and infrastructure management. My career path led me to a technical support position at MediaOne Group where I supported their ISP and POTS offerings of internet, cable television and residential telephone services.
In 2000 I joined Avaya, Inc. as a Tier 3 engineer to support interactive voice response platforms. My assistance encompassed all artifacts of software, firmware and hardware functionality, and I collaborated with product developers to identify software bugs. Upon changing hats I left Tier 3 to serve as a contact center subject matter expert and lead a team of 5 engineers in the fledgling Managed Services practice.
There I played a seminole role in building what became the most valuable business unit in Avaya’s history. My leadership capabilities flourished and positioned me for an appointment as a senior technical manager and critical point of escalation. I became proficient in virtualized computing and built multimedia server labs using vCenter.
Authoring scopes of work to mitigate cybersecurity vulnerabilities hardened my customers’ production systems in on-prem, cloud and hybrid ecosystems. And it became a primary responsibility during my last chapter at Avaya.
I have a deep technical expertise and strong communication skills with the ability to work closely with clients to resolve issues and maintain a high level of customer satisfaction. With over 27 years of experience supporting mission-critical telephony systems for public and private sectors, I have led IVR contact center consultants throughout cloud, hybrid, and on-prem ecosystems to maintain 99.999% system uptime for my customers. While managing HIPAA, PCI and PII compliance programs, I authored scopes of work to successfully mitigate security vulnerabilities on Red Hat Enterprise Linux and Microsoft Server 2016 platforms.
In my most recent role as a Senior Technical Manager at Avaya I supported vulnerability mitigation efforts for VoIP on Avaya Experience Portal, Breeze SDKs on Avaya System Manager, Nuance ASR/TTS over MRCP v2, and Microsoft SQL Server. While delivering invaluable cybersecurity vulnerability mitigations to maintain HIPAA and PCI compliance standards I’ve utilized Qualys scan data, CVE publications and SIEM administration frameworks. Additionally, I rebuilt a failing managed services engineering team and made it profitable while routinely saving the day and sustaining a labor utilization rate exceeding 100% annually.
As a system administrator with maintenance duties for VMWare implementations that leveraged HTTPS and TLS protocols, I hardened server security by manipulating PKIs with OpenSSL, Java and PKCS12 key stores, as well as certificate authorities to issue root and CA-signed certificates. As an expert in root cause analysis, I’m well-versed in evaluating system log and configuration data, event correlations, Wireshark traces, and system timestamps to construct event timelines.
I am an effective collaborator with cognate teams to achieve multidisciplinary resolutions and to sustain and coordinate secured systems in the health care industry. I’ve acted as a Single Point of Contact supporting air lines reservation systems at Delta Air Lines and for patient care platforms at United Health Group. And I have a proven track record of consistently providing actionable recommendations to safeguard my customers’ assets and their customers’ PII data for organizations such as Cook County, IL Children’s Hospital, the Military Bank of Thailand and Allstate Insurance.
My training on Linux, Unix and Windows Server 2016 operating systems has served as a basis for learning Avaya Aura contact center offerings implemented in cloud, hybrid and on-prem ecosystems. Having extensive training in multichannel products from Avaya, including Workspaces for Elite, Experience Platform and Experience Portal, I continued my education in cybersecurity to meet the demands of my managed services customers.
I hold the following certifications:
Avaya Support Professional Specialist Avaya Breeze
