Contact Center Technical Sales

PROFESSIONAL SUMMARY:

Enterprise Network Solution Architect Cybersecurity Network Analyst Technical Sales Consultant and, Product - Manager, helping Government and Public Sector companies translate business goals to reality.

I am experienced in designing and delivering global network solutions including; Voice, Video, Data, Cloud Solutions, Microsoft Azure - Entra-ID, OSS/BSS Telecom Systems, Contact Center Platforms, NG-911, Cybersecurity, Enterprise Mobility Networks, and Product-Offer Management. I am a seasoned professional with over 18 years of industry experience in the Telecom sector. I have extensive experience in network environments and am a subject matter expert (SME) in architecture design, offering/product management, and technical sales consultancy. As a proactive problem solver, collaborative team player, and manager, I excel in roles requiring excellent communication skills and understanding of several networks – Enterprise/Private Network Solutions, and Wireless. 5G/LTE, 4G, Mobile Edge Compute (MEC), Cloud, and private networks. I am currently in Jackson, NJ, and am open to on-site or remote commitments.

Technical skills:

Networking: MPLS, VPN, VLAN, BVoIP, SDN, ZScaler, Identity Access Management, SailPoint, Okta, Genesys Platforms, Cisco Contact Center Platforms, IoT, Wireless & Mobility networks, Unified Enterprise Management – MDM, etc.

Courses: Computer Networking (CN), Cybersecurity Infrastructure & Technologies (CIT), Linux Security (LS), Microsoft Security (MS), Network Security (NS), Cloud Security (CS), Python (PY), Java, Ethical Hacking (EH), Digital Forensics (DF), Microsoft Entra-ID/Azure, and various Cloud Solutions and Platforms.

Professional Experience:

Vinsys Information Technology, Inc. Reston, VA Nov 2021 – Present Solutions Architect

I lead the Vinsys Information Technology team, which provides research and assistance to leadership for the US government agency in developing and designing new projects such as Secure Access Service Edge (SASE), UCaaS, IaaS, and other Cybersecurity platforms and methods.

Team leader that defines the architecture of specific solutions, combining information from business, technical, and datasets, and through ideation, design, and implementation to solve business needs and problems. This also includes complying with all industry and government regulations like GDPR, PCI DSS, NIST, CSF 2.0, SOX, FASB, IFRS, ISO27001, and more.

Lead the sales team that designs, and defines the architecture of specific solutions, combining information from business, technical, and datasets, and through ideation, price, propose, design, and deploy to solve business needs and problems.

Lead the design for Unified End-Point Management / Mobile Device Management, Sales, Propose, and Design for Vinsys Information Technology, Inc.

Successfully managed large-scale integration projects involving diverse technologies, ensuring seamless system interoperability.

Conducted thorough risk assessments during the design phase, proactively addressing potential vulnerabilities in public safety systems to enhance security and reliability.

Business process mapping. I lead the team that helps define various business entity processes.

We do that by assisting the business enterprise in becoming more effective. We provide process maps to show the relationship among the steps required for providing the services designed (Microsoft Unified Endpoint Management, Microsoft Intune, Identification Access Management, and more).

Design Unified Communications as a Service (UCaaS) and Mobile Device Management technical development meetings for one of the US Government's agencies.

Design Secure Access Service Edge (SASE), a Cisco Meraki platform for a government agency. Our client chose the Cisco Secure Connect and AT&T Software Defined Network (SDN) platforms.

Participate in preparing end-user documentation, and technical illustration of user experience within the Government Agency for their Mobile Device Management and Security ecosystem.

Teamwork and collaboration. Partner daily with other engineers, sales engineers, and staff to deliver effective, and quality services

Authentication system design. Part of the team that designs best practices for Authentication Systems, and Tools, especially to meet NIST and other government standards.

Designed SIM management for our enterprise customers. All deployed mobile devices can be made safer and protected from unguarded access. This included the Centralized management of the enterprise.

Demonstrated expertise in implementing and managing SIP for voice and video communication, ensuring seamless connectivity and interoperability across various platforms. This includes Microsoft Teams, Zoom, and more.

Manage every SIM from a single location with the help of a Centralized management portal – MDM applications.

Collaborated with multiple end-user agencies and contractors to align project goals, timelines, and deliverables, fostering a cooperative working environment.

Implement security measures for SIM cards: SIM cards must be protected because they hold sensitive data. Install security measures like two-factor authentication, encryption, and physical security to limit unguarded access to your SIMs.

I worked with clients to establish clear policies and procedures for SIM management. This involved several meetings, during which one gathered enough information to help ensure consistency across departments various organizations, and business units.

System and platform migration. Participate in designing the phased migration of legacy platforms to next-generation platforms. This includes migrating secured access rights to various networks, and applications resident in the complex government ecosystem and domains.

Cloud infrastructure development. Partner with various vendors and service providers to design cloud-enabled infrastructure that allows for Federated security and distributed DevOps.

Critical thinking, and Analytical skills. Ability to properly gather, and analyze relative information needed for business solutions. This also factors into creating a good solution, and design.

Participate in the daily Mobile Device Management, and technical development meetings for the US Government – Agency.

Designed and presented Contact Center Platform Solutions for various Vinsys clients. This includes Infrastructure, Disaster Recovery, Genesys Cloud Platforms, Cisco Platforms, Amazon Connect, RingCentral, Nice Systems, Five9, Avaya, Cyara, and other Contact Center Solutions.

Partnered with some of our Professional Services team to design and implement Plasma solutions for clients.

Led the team of Experts and Solution Architects that responded to RFP for Enterprise Contact Center Solution. I Designed and presented the Genesys Cloud Solution which will replace the legacy Contact Center platform of Avaya and the legacy AT&T UCM platform. The customer whose identity remains vague due to a Customer Proprietary Network Information (CPNI) rule, accepted my team’s design and solution. I managed the deployment of this Enterprise Genesys Cloud proposal.

RitBridge Tech Consultants, East Brunswick, NJ May 2021 – Nov 2021 Technical Sales Consultant / Solutions Architect

Responded timely to proposal requests from management as well as product statements of work for various IT Projects.

Presented to customers, our designed solutions based on the RFPs.

Provided training to staff on various technologies, including Cloud Solutions and methods. Educate junior members of staff about SD-WAN, MPLS, Cybersecurity platforms, and other enterprise network solutions.

Designed and implemented virtual infrastructures that supported scalable integration solutions, optimizing resource utilization and performance.

Led the successful design and development of the client’s cybersecurity platform. Met with the client’s technical team and discussed their legacy environment and platform.

Served as one of the Subject Matter Experts on Unified Communications, SDN-WAN, VoIP, IP Telephony, Mobility, Cybersecurity, Contact Center Solutions, and several Business Practice Infrastructures, including the Salesforce platform and other Customer Relationship Management (CRM) platforms.

Engaged with key stakeholders, including law enforcement and emergency services, to ensure that architectural designs align with real-world needs and regulatory standards.

Committed to staying abreast of industry trends and advancements in technology, applying new knowledge to refine architectural practices for public safety solutions.

Developed robust technical architectures that support scalable public safety solutions, ensuring adaptability to evolving technologies and requirements.

Spearheaded the creation of cutting-edge public safety systems that integrate advanced technologies, enhancing operational efficiency and response times.

AT&T Global SI - SEGMENT, Bedminster, NJ March 2009 – April, 2021

Technical Consultant / Solutions Architect

As an overlay Offer Manager, Product Manager, Technical Sales Consultant, and Subject Matter Expert to the AT&T Global Systems Integrator Segment team, provided technical pre/post-technical support to ensure successful customer integration and implementation of company products, services, and solutions.

Partnered with AT&T Vendors (Oracle, Cisco, Genesys, Avaya, Ribbon, Fortinet, CheckPoint, ZScaler, Ciena, Riverbed, Meraki, Palo-Alto, Apple, Nokia, Samsung, Blue-Coat, Microsoft, Linus, and a host of other Managed Service Providers (MSP’s) to deliver sales and technical solutions.

Implementing, and designing AT&T’s SDN-WAN, MPLS, Voice, Video, Data, Mobility, Cloud, ZScaler, and IP Services. Managed operations, security services, and Contact Center technologies (Genesys Cloud CX, Cisco Unified Contact Center and Avaya OneCloud CCaaS, Cisco Contact Center platform, Digital Transformation, Marketing Solutions, and other IT Applications Management. This included Genesys Artificial Intelligence Capabilities. Expertise with Genesys Multi-Cloud CX and Google Dialog-Flow, Amazon Connect, and several other Contact Center platforms.

Designed, proposed, priced, and delivered Data Network Infrastructure and Contact Center Solutions

Collaborated with multidisciplinary teams to gather requirements and translate them into effective architectural designs, fostering a comprehensive approach to public safety challenges.

Successfully deployed RTP for real-time Protocol and video streaming, optimizing performance and

minimizing latency in multimedia applications.

Genesys Cloud CX, Cisco Unified Communications, Avaya OneCloud, UCaaS, SASE, and PaaS, for AT&T Enterprise customers. Provided systems architectural design and technical project management for AT&T System Integrator Segment’s Contact Center solutions for various platforms. I was responsible for all technical designs. This included migrating Genesys Voice Portal (GVP), Cisco Unified Communications, Avaya and other customized solutions to a Cloud-Based ecosystem. (Digital Transformation).

Delivered presentations to Enterprise AT&T customers, and partnered with our vendors to present needed technical solutions and methods. Led team that deployed customer-based OSS/BSS platforms.

AT&T has business arrangements with various certified vendors. As the need arises, we go- to market jointly and jointly we achieved volume sales which is beneficial to our partnership. Leveraged the business arrangements and agreements with our AT&T Vendors.

AT&T Strategic Account Managers, Sales Account Executives, and I were held to sales quota commitments. I used Siebel / Salesforce and other proprietary tools for our enterprise Sales enablement and tracking. We all work as a team to meet our goals. Jointly deliver sales solutions. Managed and led mostly the technical discussions. Owned the solution design, proposal, and price. The Accounts team takes ownership of negotiating the discounts where possible. Jointly with the AT&T Legal team, complete our Service Level Agreement (SLA), and generate a Contract. These Contracts translate to sales and deliveries. We always met and exceeded our sales quota.

Advisor for AT&T Products to our customers and AT&T Accounts team. Provided Network Engineering Technical support during joint sales meetings with AT&T customers and direct sales Accounts teams.

Managed SIP Trunking solutions to enhance VoIP services, reducing costs and improving call quality for enterprise communication systems.

Delivered AT&T Mobility solutions to enterprise clients. This includes Enterprise Mobility Management (EMM), Microsoft Azure and Microsoft Intune, Mobility Device Management (MDM), Mobility Application Management (MAM), and Mobility Security solutions. The customer’s security platforms were based on various vendors like Fortinet, Palo Alto, and AT&T’s inherent security design. Integrated customers’ EMM solutions into the needed security infrastructure. This allows for Security Information and Event Management (SIEM) data to be captured diligently. Digital Forensics and Information Response (DFIR) are also included in the entire security designs.

Configured and completed Security Management for AT&T’s Enterprise customer mobile devices and Laptops. This included the organization’s Managed Public Key Infrastructure (MPKI).

Our Enterprise customers require customized unique solutions. I have extensive Knowledge of tailoring mobility policies that can be implemented through various platforms. (EMM, MDM, MAM, and UEM). This includes AirWatch MDM, etc.

Evaluate the legacy/current Contact Center platforms environment and provide recommendations for optimization and transformation to digital and cloud solutions.

I worked with my compatriots in AT&T Labs / Foundry to test various technologies. I led the team that certified various vendor equipment and platforms for AT&T Contact Center, and BVoIP solutions.

Customized solutions for several AT&T Enterprise customers require thorough testing and proof-of-concepts. I participated in designing the end-user solutions for AT&T partners.

Projects:

Project Safeguard” AT&T Global SI Segment

Cybersecurity Assessment, Vulnerability Assessment. Used AT&T-acquired skills to assess customer sites. Proposed Cybersecurity Infrastructure and technologies for enterprise clients.

Result: New successful product sales to AT&T customers. Outcome: AT&T customers benefited from the Cybersecurity analysis which resulted in a new layer of protection and security services for customers, and new sales growth for AT&T

“Contact Center – Project Green” AT&T Global SI Segment

Project Managed the enterprise deployment for mixed environment Contact Centre and AT&T-BVoIP solution for AT&T’s enterprise customer. Designed a global Contact Center solution for AT&T’s customers. Partnered with AT&T’s deployment team and customer’s technical team to meet agreed timelines. Deployed this complex Contact Center seamlessly. Introduced AT&T BVoIP solution which made it possible for our customer to retire their legacy TDM platform. Created a hybrid solution (Premise based and Cloud-based) Contact Center environment for the customer. Outcome: AT&T customers saved a lot of money with their new BVoIP platform and solution which helped reduce costs of operation. Integrated Oracle’s UIM – OSM platform to this project.

“AT&T-BVoIP – Project Green” AT&T Global SI Segment. 2Yrs project.

Network – Digital – Transformation for Ten-Thousand, two hundred (10,200) seats/users located globally, India, China, and the USA.

Used my knowledge and skills for SDN – WAN, MPLS, BVoIP, and Network Security to propose, design, and deploy a new IP Telephony and Unified Communications platform for an enterprise AT&T customer.

Diagnosed and resolved issues related to SIP signaling and RTP media streams, utilizing tools like Wireshark for packet analysis.

Integrated Teleconference platform to the overall design. Extended the BVoIP solution, and SD-WAN to customer’s very remote locations. This allowed small office locations and users to be part of the enterprise. This BVoIP platform accommodated nomadic users and this AT&T customer and her global traveling employees leveraged this design as best. Therefore, users could work from anywhere regardless of their geographical location, as long as they have connectivity to the company’s Virtual Private Network (VPN).

Collaborated with cross-functional teams to integrate SIP/RTP solutions into existing telephony systems, enhancing functionality and user experience.

Result: Seamless transition from legacy TDM to IP technologies. Created a solid Service Management platform for this AT&T Global-Enterprise Customer.

Designed, proposed, and deployed the Zscaler platform for this enterprise network. Outcome: A happy AT&T customer. Impact: AT&T customers realized significant savings and a good return on investments.

NG911 / e911

I worked extensively with AT&T Foundry, and Labs to design solutions for enterprise customers transitioning from legacy platforms to digital VoIP.

Partnered with various PSAP providers to finalize how emergency responders communicate among

themselves and with the public. This includes working with various application vendors and Call Center service providers to provide faster response times and more resilient communications, resulting in improved emergency response overall. We had the opportunity to deploy and integrate the AT&T FirstNet solution into most of our designs.

I led the team responsible for Digital Transformation for one of AT&T’s Global System Integrator and MSP companies. This includes; Transitioning their legacy platforms to Cloud Infrastructure, Re-designing and Optimizing their Transport Network – VPN, MPLS, SDN, Security, and Redundancy/Business Continuity.

I participated in orchestrating seamless hand-off to Day-2-Support teams and Network Operations Centers for continuous support and operations for daily services. Occasionally, I joined the Day-2-Support team and or Network Operations Center in troubleshooting delicate Customer-care technical problems as warranted.

Education:

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NJIT – New Jersey Institute of Technology Cybersecurity Certificate

Direct-training Defensive Cybersecurity program that covers fundamental networking, cloud, Windows, and Linux security, as well as Cyberinfrastructure technologies, Incident Response, and Digital Forensics.

Prepared for Network+, Security+, LPI Essentials, SSCP, and CySA+ certifications. Certifications: Cybersecurity Technology Certificate

Hunter College -CUNY

Bachelor of Arts. (Business Administration).

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