Manager, Product Management / New Product Development (Product Architecture) at VERIZON (2014-12 – 2024-10)
- Served as the technical advisor between product owners and IT and engineering for nationwide connectivity, communications, and security offerings while coordinating with network, operations, sales, support, finance, legal, and vendors.
- Contributed across product concepts, business cases, customer needs, requirements, roadmaps, vendor selection, testing, launch readiness, and post-launch analysis for 4G/5G FWA, VoIP, SD-WAN, and security initiatives.
- Enabled a demonstrated 48-hour drop-ship and self-installation model for a year-long SD-WAN pilot involving more than 200 small-business customers.
- Created a standardized base configuration that allowed in-stock hardware to ship without being unpacked, manually configured, and repacked and enabled wireless service to become a backup connection after fiber installation.
- Created a vendor scorecard and evaluated six software and six hardware vendors across security, usability, manageability, reliability, and customer experience.
- Performed SD-WAN lab architecture, hardware configuration, software setup, requirements development, demonstrations, testing, customer-feedback analysis, troubleshooting, and executive presentations.
- Informed vendor selection, roadmap changes, investment decisions, design improvements, and the decision not to scale an unsuitable mass-market model; transferred configuration, hardware-selection, provisioning, security-control, and wireless-failover lessons into the enterprise offering.
- Evaluated 10 4G/5G routers, gateways, and customer-premises devices and defined and validated requirements for functionality, deployment, and customer experience.
- Identified device limitations and firmware defects that influenced remediation and launch timelines while protecting confidential technical details.
- Built a daily master report and segmented dashboards for FWA and associated security products using SQL, Python, Teradata, Excel, Power BI, and Tableau.
- Reduced recurring dashboard creation and ad hoc analysis from hours to minutes and supplied product owners and executives with activation, adoption, performance, reliability, defect, customer-experience, usage, sales, support, and launch-readiness insights.
- Established KPI definitions, data-quality controls, reporting standards, and documentation used for product planning, roadmap prioritization, and operational decisions.
- Supported nationwide launches of Business Digital Voice for Verizon Wireline and One Talk for Verizon Wireless, primarily serving small and mid-market businesses.
- Developed and validated VoIP requirements covering activation, provisioning, device compatibility, call quality, security, reliability, usability, administration, and technical-support readiness.
- Evaluated four Business Digital Voice and two One Talk hardware vendors and coordinated lab, field, interoperability, user-acceptance, and launch-readiness testing across devices, applications, administrative portals, calling features, and network integrations.
- Identified VoIP defects, installation problems, and customer-experience issues that influenced product development and launch timing and created demonstrations, documentation, training, and troubleshooting materials for sales and support teams.
- Supported nationwide Wireline and Wireless network-based security offerings and security capabilities embedded within SD-WAN.
- Developed and validated bundled connectivity and security requirements spanning firewalls, secure routing, threat protection, managed and endpoint security, VPN, identity, secure access, intrusion prevention, and content filtering.
- Evaluated two network-security software vendors and coordinated security, vulnerability, lab, interoperability, failover, usability, customer-trial, and launch-readiness testing.
- Identified vulnerabilities, product limitations, integration problems, and customer-experience issues that influenced designs, vendors, firmware, roadmaps, and launch decisions.
- Managed one full-time analyst for one year, including reporting, requirements, documentation, performance reviews, goal setting, and development planning.
- Mentored 5-10 colleagues across product management, technical architecture, analytics, testing, telecommunications, and career development and supported an intern through a final project and presentation that preceded a full-time offer.
Consultant, Product Management / New Product Development at VERIZON (2011-06 – 2014-12)
- Supported development and lifecycle management for consumer, small-business, and enterprise voice services, including FiOS Digital Voice, Business Digital Voice, PSTN, SIP, Centrex, and unified communications; promoted to Manager in December 2014.
- Improved FiOS Digital Voice expansion and migration readiness through business cases, product requirements, use cases, customer journeys, process designs, test plans, demonstrations, reporting, and support documentation.
- Built daily migration, order-fallout, and issue-tracking reports in Excel and SQL using order and trouble-ticket data for product-planning and IT teams.
- Analyzed order flow-through, provisioning, activation failures, fallout, and support patterns and translated findings into product, system, support, and process improvements.
- Performed order-entry, provisioning, feature-activation, customer-experience, operational-readiness, and end-to-end service testing.
- Supported feature launches, service expansions, customer migrations, and product retirements through requirements, testing, training, performance monitoring, and service-continuity planning.
- Coordinated issue resolution across product, IT, engineering, operations, sales, and support and prepared customer-facing teams with training, process documentation, support flows, and troubleshooting guidance.
Senior Analyst, Business Operations Support at VERIZON (2010-01 – 2011-06)
- Supported service reliability, operational performance, and customer experience across FiOS voice, internet, and video services and related wireless and business-service operations.
- Owned complex customer escalations end to end, including customer interaction, technical investigation, cross-functional coordination, status tracking, and leadership reporting.
- Built daily Excel- and SQL-based trouble-ticket, provisioning, order-fallout, and performance reports used by support-team leadership to identify trends, isolate root causes, assign issues, and track corrective actions.
- Investigated network, hardware, software, provisioning, and system failures and coordinated restoration across IT, engineering, Tier 2 support, and operations.
- Co-developed troubleshooting, repair, quality-review, and escalation procedures used across at least four support centers and delivered coaching and operational recommendations.
Fiber Network Technician at VERIZON (2006-12 – 2010-01)
- Contributed to a 99% service-availability metric for FiOS voice, internet, and video through remote technical support to customers and field technicians.
- Performed triage and fault isolation across optical network terminals, routers, optical components, customer equipment, provisioning systems, inside wiring, hardware, software, and service configurations.
- Resolved provisioning fallout, activation failures, order-data errors, service mismatches, workflow defects, equipment and wiring issues, and failed-installation, repeat-repair, outage, and field-support escalations; promoted to Senior Analyst in 2010.
Founder - Independent Research, Automation, and Creative Practice at J THE DESTROYER, LLC (2024-12 – 2026-08)
- Used a self-directed, non-client project studio for technical experimentation, quantitative research, AI-assisted creative work, and skill development.
- Designed, tested, and refined 50 rule-based trading strategy concepts spanning traditional and cryptocurrency markets, ultimately selecting one preferred approach using Python, SQL, MongoDB, Visual Studio Code, TradingView, and open-source market data.
- Developed automated workflows for market screening, signal generation, risk calculation, manual execution, and direct-to-exchange execution.
- Incorporated position sizing, stop-losses, drawdown limits, volatility, and risk-reward controls and validated strategies through backtesting, paper trading, and limited live trading.
- Used ChatGPT, Codex, Claude, Claude Code, and Ollama for research, coding assistance, troubleshooting, and iterative development without representing the work as a commercial AI product.
- Produced approximately 150 original songs and 150 paintings; completed one copyright registration, released one song to streaming platforms, and retained the paintings in a private collection.
- Used Mureka, Suno, and generative-image platforms as part of music and visual-art production.
