experience

~20 years across IT support, network engineering, telecom delivery, and operations leadership. Click any role to expand.

Technical Support Lead · Alara Imaging Jan 2025 — Present
  • Lead full deployment of imaging gateways for radiology health systems — from intake in Jotform and Notion through VM build, static IP and DNS setup, and DICOM connectivity testing against imaging-integration standards.
  • Primary technical contact for customer IT teams across Windows, macOS, and Linux; troubleshoot software, hardware, network, and hypervisor issues (VMware OVA, Hyper-V, bare metal).
  • Run software upgrades across 100+ active gateways with AWS IoT Greengrass — scheduling maintenance windows, monitoring deployments, and resolving component failures and API-level rollback issues.
  • Monitor gateway health twice daily in Grafana, catching DICOM listener downtime, broken components, and disk alerts; restart services and escalate deeper pipeline failures with a documented root cause.
  • Validate RDSR and DICOM studies during onboarding, coordinating with the interoperability team to confirm scan quality before go-live.
  • Manage customer accounts in AWS Cognito (provisioning, password resets, access removal) across a growing multi-site base, and triage the shared support inbox.
  • Built internal support tools — a gateway console with RDSR analysis scripts and metrics commands distributed over Git — and automated repeat tasks like Jotform processing, health alerts, and mailbox triage.
  • Wrote a process-improvement proposal covering ticketing, deployment automation, customer communication, and version tracking; mentor newer team members on operations and upgrades.
Senior Consultant / Project Delivery Team Lead · Convergence Acceleration Group / Wipro Dec 2021 — Jan 2025
  • Met or exceeded project MOM targets (95–110%) and cleared backlog, generating $1.5M in revenue within 2 years.
  • Led full-lifecycle management for telecom infrastructure contracts using Salesforce and JIRA.
  • Directed Construction Coordinators and contractors — ensuring safety, compliance, and on-time delivery.
  • Managed project data systems, streamlining billing and timekeeping accuracy.
  • Oversaw consultant team, project scope, budgets, and timelines; kept costs within forecast.
  • Resolved contractor performance issues, mitigating delays and improving efficiency.
  • Improved customer-communication cadence, reducing response times and lifting satisfaction.
Supervisor — Network Engineering & Operations · Verizon Feb 2019 — Dec 2021
  • Managed large-scale network infrastructure projects for Verizon's backbone and IEN.
  • Directed technicians and ensured productivity through training, tools, and workload planning.
  • Reduced project backlog and improved vendor material-delivery consistency.
Supervisor — Technical Customer Service (CMB) · Verizon Jul 2014 — Feb 2019
  • Managed 130+ unionized employees and 5 direct reports; improved customer-satisfaction KPIs.
  • Optimized workflows and implemented performance improvements in call-center operations.
  • Led hiring, training, and coaching of high-performing teams.
Senior Analyst — Workforce Performance · Verizon Feb 2014 — Jul 2014
  • Delivered technical training programs on new systems and processes.
  • Provided cross-functional support, contributing to standardized procedures that reduced troubleshooting time.
Fiber Customer Support Analyst · Verizon Jun 2013 — Feb 2014
  • Resolved fiber-customer issues in a high-volume call center, improving first-call resolution.
  • Used diagnostic tools and intercompany systems to troubleshoot and document technical problems.
Network Engineer · Computer Professionals, Inc. Oct 2012 — Jun 2013
  • Delivered help-desk and on-site support for Cisco systems and servers.
  • Performed proactive monitoring and maintenance on virtual and physical servers.
  • Provided after-hours support and managed client issue resolution using remote tools.
Network Engineer / DSL Support / Provisioning · Cornerstone Telephone Sep 2005 — Oct 2012
  • Maintained 100+ physical and 200+ virtual servers across 2 data centers.
  • Managed Exchange (2003–2010), Active Directory, and Group Policies.
  • Troubleshot and configured customer hardware (Cisco, Adtran, Asterisk PBX, etc.).
  • Collaborated with vendors on WAN technologies, reducing downtime.
  • Authored internal wiki and training materials for technical teams.
  • Provided Level 3 support via Salesforce and led client migration to hosted environments.
Web Designer & Photographer · Freelance / Independent Ongoing
  • Design and hand-code responsive websites in HTML, CSS, and JavaScript — roughly a dozen to date, including paid client builds.
  • Handle each build solo, from layout and styling through cross-browser testing and launch, then walk clients through updates and upkeep.
  • Shoot portrait and event photography on a paid basis, handling sessions from setup through editing and delivery.
Facilities Manager · Lowe's Home Improvement 2003 — 2005
  • Managed warehouse operations, improved inventory control, and trained staff.
  • Ensured merchandise security and timely delivery to the sales floor.
Assistant Banking Manager · HSBC 1999 — 2003
  • Supervised branch activities and personnel; consistently met service-level standards.
  • Provided advisory services; maintained life/health and Series 6 licenses.

education

BA, Business IT Management · Western Governors University In progress
  • Focus: IT management, systems integration, and business operations.