Pegasystems, Inc.
​Solutions Consultant
Remote, FL (April 2018-Present)
  • Present, listen, create architectures, demo solutions, discuss ideas and solve problems
  • Work closely with the Sales Team to create and deliver world class technical demonstrations
  • Help enterprise clients meet strategic business goals by streamlining critical operations and engage their customers across multiple channels
  • Analyze the key issues of global enterprises and evaluate how Pega's unique technology can drive meaningful improvements
Nuance communications, inc.
​Senior Professional Services Consultant
(Purchased NSi-July 2014)
Remote, FL (July 2014-February 2018)
  • All Senior Remote Installation Engineer duties described below, to include integration of the Remote Installation Service (RIS) into Nuance Communications installation service portfolio.
  • Training internal employees on RIS policies and procedures.
  • Developed a Microsoft Outlook Add-In for other teams to leverage email templates to streamline communications.
notable solutions inc.
​Senior Remote Installation Engineer
Remote, IL/FL (June 2010-June 2014)
  • ​Service new and existing accounts by analyzing customer needs and designing workflow processes to streamline their scan and print workflows.
  • Study system requirements, plan, coordinate, and complete installation.
  • Perform User Acceptance Training (UAT).
  • Maintain the highest level of customer service through building relationships with vendors and customers.
  • Accurately describe complex workflow processes to vendors and customers with a range of roles and experience levels.
  • Establish and maintain policies, procedures, and documentation for the service.
  • Train vendors and customers on usage, maintenance, and troubleshooting of purchased and installed products.
  • Developed a Microsoft Outlook Add-In to leverage email and meeting templates to streamline communications.
Notable solutions inc.
​Tier 2 tech support
Rockville, MD (May 2009-June 2010)
  • ​All Tier 1 duties described below, to include escalation of support cases unable to be resolved by Tier I.
  • On-site technical support for local customers when remote troubleshooting was unavailable.
  • Extensive testing to provide possible fixes and workarounds to customers and Research and Development Department.
  • 24/7 Support for Enterprise Customers.
  • Pre-sales support for customers evaluating software. 
  • Assisted in the installation of AutoStore, set-up of workflows, and configuration of MFPs.
  • Training new and existing customers to use and configure purchased products.
notable solutions inc.
​tier 1 tech support
Rockville, MD (May 2008-May 2009)
  • ​Provided first-level pre- and post-sales support through phone and email correspondence to customers.
  • Troubleshoot a wide variety of areas to include:  Network Connectivity, IIS, Network Security, Firewalls, LDAP, Document Management Systems (SharePoint 2003, 2007, ApplicationXtender, Fortis, Xerox DocuShare, etc.).
  • Documenting all relevant information in Microsoft C360 CRM to track customer cases, resolutions, customer contact information, and creation Knowledge Base entries.  
  • Provide internal support for hardware, software, and network issues to include:  Installation of video cards, memory, hard drives, CD/DVD drives, deployment and configuration of Microsoft Server 2003, Microsoft Windows XP, Microsoft Vista, Microsoft Server 2008, Microsoft Office, Adobe Acrobat Professional, Microsoft Forefront Client Security, VMware Workstation, and Norton Internet Security Enterprise software.  
  • Create test servers using VMware to test and troubleshoot customer issues in a development environment, and upon replication of the customer issue.
  • Provide fixes or escalate to the Research and Development Department for further testing and release of a hot fixes.  
united states army
​PATRIOT Missile System Operator/Maintainer
Hanau, Germany (July 2001-July 2005)
  • Supervised, trained, and certified approximately 25 soldiers and 5 lieutenants on tactics and procedures.
  • Responsible for the conventional and technical maintenance of over $40 million worth of sensitive military equipment. 
  • Networked digital and analog units by fiber optics and over encrypted UHF radios.
  • Worked tirelessly to maintain fully operational status during Operation Iraqi Freedom. 
  • Assisted in writing new tactics and procedures for interoperability between US PATRIOT and Israeli PATRIOT/Arrow Air Defense systems. 
  • Was granted and maintained SECRET Clearance from 2001-2011.
  • Achieved a rank of Specialist (E-4).
  • Honorably Discharged in July 2009.