• Supervising and fostering creation of a new department to drive design and architecture to support Carbyne’s call taking cloud platforms since its inception in April 2024.

• Overseeing the onboarding of new Network Engineers to the department, mentoring and pushing individual technical ownership.

• Implemented ESInet and NGCS technologies for 10+ vendors nationwide, through both software integration and hardware deployment of network infrastructure at datacenters.

• Practical operational application of cloud and on-premises network architecture and processes, increasing uptime and decreasing deployment timeframes.

• Directly managed a team of 6+ Professional Services Engineers across the US, aiding in deployment efficiencies and encouraging process ownership.

• Pivotal lead in driving process creation and collaboration between Operational and PreSales departments, reducing contractual change orders during deployments.

• Executed deployment of Carbyne’s cloud-based platforms for selected strategic customers, driving process and decreasing overall onsite visits by engineering personnel.

• Lead engineer on 20+ cloud-based customer deployments, including the 1st deployment of Carbyne’s cloud-based call handling platform within the US market.

• Practical management of customer migrations, supporting the ever evolving Carbyne feature sets within the Carbyne AWS cloud architecture.

• Coding development of various scripting tools (bash and Windows Powershell) aiding in reduction of deployment timeframes.

While continuing on at EUS Networks, primary efforts of the business progressed heavily into the delivery and expansion of the sipIQ Telephony Platform.

• Primary technical liaison with new and existing customers, providing technical leadership in converting customer-facing business requirements into engineering designs and configurations. Working with local and national telecommunication carriers troubleshooting T1, VPLS/MPLS, IPsec and SIP delivery technologies.

• Tier 3 engineering support within IP networking on LAN and WAN infrastructure, virtualized VMware, SonicWALL, and Adtran platforms. Extensive configuration and troubleshooting proficiencies in Linux and Asterisk, network monitoring and IP routing.

• Development of sipIQ platform networking architectures (cloud hybrid) in order to improve customer uptime, experience, and stability of the sipIQ telephony platform. Responsible for enhancing processes in order to increase the speed of platform delivery to the customer, and improving customer’s experience with regards to post-implementation support through the use of cloud-based CRMs and ticketing.

Focusing on project and resource management, I was also in charge of process development at EUS Networks delivering SIP-based telephony platforms for end customers.

• Managed a technician team of 3, including scheduling and skill allocation. Developed processes such as common calendar scheduling, customer/technician feedback reporting, and customer configuration documentation – leading to increased project profitability 20% and decreased tech support response times 15%.

• Responsible for project milestone delivery and inventory procurement, balancing small business cash-flow and overall customer experience. Refining customer support processes reducing customer follow up queries by 30%.

• Developed internal project process, timelines, and delivery from sales through to customer implementation. Champion for the development of better internal documentation for customer installations, decreasing future tech support response times.