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Presents

Resume 810.

* Pre/Post Sales Software System Engineering and Business Analysis

* Project Manager/ Consultant/Technical Support

* Managerial experience as Division Director and Production Manager.

* Electronic Design of unique/original circuits, micro controllers and systems

2002-Present – Onyx Software

* Sr. Systems Engineer – East Coast – Design and presentation of customized CRM solutions meeting customer requirements. Business process evaluation and analysis. Mapping solutions to requirements. Respond to RFI and RFP. Live and web based presentations to CXO level and below audiences. Provide systems engineering support to multiple sales account executives. Technical liason during the complete pre and post sales cycle. Provide technical support to client candidates during evaluation period. Provide proof of concept solutions for customer evaluation.

2001-2002 – eGain Communications Corporation

* Sr. Sales Engineer – East Coast – Design and presentation of customized presentations of Customer Interaction Management software products, including electronic mail relationship management, customer and agent facing knowledge base products, automated assistant chatterbot, live web chat, collaboration and remote control. Provide technical responses to RFI and RFP. Technical interface for existing customers. Assist with post sales installation and support. Supporting sales executives in the commercial, financial and government sectors. Customer needs assessment and business analysis. Provide technical support to clients evaluating the software solution. Assist in beta testing.

2000-2001 – Mobileum Corporation

* Sr. Sales Engineer – East Coast – Design and presentation of enhanced wireless application middleware. Design and presentation of Power Point documentation on wireless services. Creation of white papers on product capabilities. Supporting the sales force on the East Coast with technical presentations and responding to technical questions regarding the middleware products. Business Analysis of customer needs. Provide technical response to RFPs. Design of XHTML, XML and WML based WAP (Wireless Applications Protocol) demonstrations for browser enabled cell phones, two-way RIM pagers and PDA devices. Assist with training of new Sales Engineers. Assisting post-sales engineering with proof of concept design, pilot program content and configuration including customer tech support to ensure product operability in their environment. MSSQL7, BEA Weblogic, XHTML, XML, WML, HTML and ColdFusion programming.

1999-2000 – Quintus Corporation

* Sr. Sales Engineer /Northeast Region Team Leader – Responsible for design, configuration and presentation of Call/Contact Center software solutions for CRM eCRM, HR, Help Desk and Web agent interfaces. Present customized high level as well as technical demonstrations of various product capabilities. Business analysis of customer requirements. Provide technical support to Sales force on product questions by clients. Provide post-sales support on customer purchased solutions, including technical support. Train new Sales Engineers in presentation techniques as well as on product capabilities. Supporting sales force on the East Coast. Setup and configure East Coast demonstration center.

1997-1999 - Pragmatics & Paradigm Solutions

* Sr. Technical Consultant/Project Manager - Provide business analysis, technical solutions, HR solutions and project management for call center application, from automated telephony devices, CTI, ACD, IVR, audiotext, phone service provider interface, Remedy case management tools and automated inbound call report capture to the technical requirements of the support staff. This was a 1.4 million-dollar project. Provide work flow and work rules determination based on business requirements programmed into the Remedy case management system and File-Net Discovery Suite document management system. Provided the technical input and project management for the redesign, component procurement and implementation of the Office of the Comptroller of Currency Consumer Assistance Unit. Provide technical training and support for Customer Assistance Group onsite. Assisted in the design of the CAG facility. Provide technical assistance, support and input to LAN/WAN management team. Provide technical assistance to Video Conferencing user support team. Compose white papers for the Executive Committee on technical proposals for telephone networking, customer assistance call center reengineering and video teleconferencing improvements.

1996-1997 - PMI, Inc.

* Senior Design Engineer - Responsible for the electronic design enhancement of the FIT-2000 Fitness for Duty tester. This device non-intrusively tested users for drugs, alcohol or fatigue during a 30 second test, by measuring involuntary eye movements while following a target. It compared captured data against the users baseline for a high or low risk determination. IR LED problem resolution by electronically balancing IR output. Mirror movement problem resolution by identifying incorrect adhesive and replacement. Alignment of system optics via test fixture implementation. Provide technical support for field deployed devices. Responsible for configuration and support of the corporate Window NT/95 based network, including Internet access.

1989-1996 - Scientific and Commercial Systems Corporation

* Sr. Systems Analyst - Responsibilities included evaluation of usage and upgrade migration of all computer systems, communications and networks at HQ Army Material Command. This consisted of multiple vendor equipment, including DEC, Pyramid, Sperry, 3Com, and others. Reported technical recommendations to the Director of Information Systems. Design and set-up of first help desk for Army Material Command, providing telephone and onsite support. Work with Voice Processing Division setting up and supporting Microlog VCS systems across the country at US Dept. of Education sites. Familiar with the installation, configuration and support of Microsoft DOS 2.1 - 6.22, Windows 3.0, 3.1, Windows for Workgroups 3.11, Windows 95, Windows NT Server and Workstation 3.51 and 4.0. Installation and support of Lantastic 3.X-6.X. Various manufacturers software products, including Lotus, MS Office Products, WP4.2-6.1, Dbase III+, Netscape. Basic and HTML programming.

* Sr. Design Engineer - Responsible for the conceptual design through first run fabrication of corporate backed projects. Program management of ongoing design and engineering projects. Use of automated design tools to capture unique schematic diagrams, provide technical guidance for board layout and design, based on requirements, debug and troubleshoot, as required, any prototypes. Digital and analog circuitry. Cross section of projects directly under my design and management control:

OSSI - Off Site System I - Transportable laptop computer. The first to contain a built-in ink jet printer, fax/modem, cellular telephone interface, and removable hard disk drive. 386SX based processor mainboard. Marketed to law enforcement vertical with bundled software that included blood splatter analysis, facial recognition and construction software, auto crash analysis and crime scene analysis. Also bundled with voice stress analysis.

SIDEKICK (PARS) - PATENTED - A "follow-me" telephone system that transfers calls to the users current location, without telephone company intervention. Micro controller engine based on Intel/Phillips 80451 CPU.

TID - A call routing device for interception TTY for the Deaf tones and routing them to the appropriate phone number of a corresponding TTY device, without user intervention or line pick-up. 386SX based micro controller subsystem.

EARTH ALERT - PATENTED - A GUI based RF disaster warning system in a hand held unit that uses AM, FM, VHF or satellite signals for reception. Design of the uplink as well as downlink components. Microchip PIC 16C61/16C63 series micro controller.

I2I - A desktop video teleconferencing system design and developed for DISA (DoD). Included designing a custom, proprietary cross-point, user controlled, matrix switch for video, audio and data. Used UTP, Coax or Fiber as the carrier between users, switch and WAN connections via CODEC. Utilized Switched 56, ISDN or T1 lines as interface carrier. Installed tested and interfaced between HQ DISA, Undersecretary of Defense Office, and Scott Air Force Base. Use of BT, CLI and PictureTel CODECS.

HEALTH-CALL - Healthcare industry based video observation/distribution system for monitoring high-risk patients in their own home. Included heart-rate monitor and digital thermometer as well as interactive video and audio, extensive user database retrieval system and carried over ISDN or POTS. Use of BT CODECS for ISDN interface.

* Division Director - Computer Maintenance Division - Responsible for the complete functionality of the daily division activities. Scheduling and follow up of scheduling tasks for each of seven engineers. Creating, submitting and following budget plans. Interface with customers at the managerial and corporate level for contract negotiations. Proposal writing, cost analysis, contract administration. Training field engineers in troubleshooting techniques, assisting as senior technical support, scheduling replacement parts procurement and tracking. Solving problems on a divisional, corporate and personnel level. Quality monitoring of all field engineers for customer satisfaction and service completion.

* Production Manager - Responsible for all task execution of the electronics assembly shop. Supervised and scheduled the work for thirteen assemblers. Tracked progress of all in-house jobs. Instigated quality assurance procedures and Total Quality Management (TQM). Coordinated work efforts with customer requirements. Progress escalation procedures to ensure on-time completion of projects. Performed physical QA inspections of all production jobs prior to shipment. Identified quality control defects due to production flows and realigned the processes to eliminate problem issues. Kept accurate records of all quality related matters and provided reports to upper management.

1986-1989 – Datasat

* National Technical Support - Coordination of maintenance activities of all field service engineers. Telephone as well as on-site technical support for engineers with down systems. Able to communicate effectively in both technical and non-technical terms to both engineers and non-technical management. On site training of field engineers for new, better troubleshooting and repair techniques. Prepare training manuals for new engineers. Documentation of all calls and their outcome for distribution to engineers as reference document of troubleshooting actual problems.

1985-1986 - RCA Service Company

1981-1985 - Computer Hardware Maintenance Company/Alphatech

1980-1981 - Washington Star

1979-1980 - Tymshare

1978-1979 - Bunker-Ramo

* Sr. Computer Field Service Engineer - Responsible for the complete system service, from preventive maintenance to component level or FRU replacement of defective system devices. Mainframe to Micro computer system and associated peripheral devices, such as disk sub-systems, tape drive sub-systems, line printers, communications interfaces, networking interfaces. Excellent documentation and user interface skills. Responsible for mission critical system for NASA and DoD customers.

1976-1978 RCA Service Company - NASA GSFC - Electronics Technician

1975-1976 US Geological Survey, Water Resources Division - Electronics Technician

1974-1975 Westinghouse Ocean Research Lab - Electronics Technician

Peak Performance Award - 1999 - Paradigm Solutions

Certificate of Appreciation - 1997 - Comptroller of the Currency

Presidents Award - 1995 - Health-Call

Presidents Award - 1995 - Earth Alert

Employee of the Year - 1994

Employee of the Month - March 1994

Disaster Warning Communications System - Granted 5/6/97 #5,628,050

Personal Automated (Telephone Call) Routing System - Granted 10/28/98 #5,825,864

Electrolysis Apparatus and Electrodes – Granted 6/19/01 #6,248,221

1990-1996 - Secret - Army

1985-1986 – TS/SCI - Army

1979-1980 - TS/TK - NSA

1978-1979 - TS/SI - DoD

"Maryland Ground Water Quality: Chemical Analysis", Maryland Geological Survey, 1976.

Anne Arundel Community College 1973-1981

- Electrical Engineering Technology

- Ocean Engineering Technology

National Radio Institute 1975-1978

- Basic Electronics

- Digital Computer Electronics

ICS - Electronics Engineering Technology 1986-1988

CBT - Windows NT 3.51 & 4.0 Installation, Configuration,

Administration and Support 1997

Nortel Norstar Modular Plus ICS Installation, Maintenance and Administration Course 1999

Controlling the Complex Sale – Rick Page - 1999

Quintus CTI – 1999

Quintus CallCenterQ and HRQ – 1999

Quintus QDesigner – 1999

Acuity WebCenter – 1999

eGain Communications Mail 4.1 – 2001

eGain Communications Inform 4.1 - 2001

eGain Communications Knowledge Author 5.0 – 2002

Onyx OEAS e-Business Engine - 2002

Various Manufacturers System Specific Training Classes

SOCAP (Society of Professional Customer Assistance Professionals)

Amateur Radio Extra License - WV8HAM

Amateur Radio Volunteer Examiner

USA Hockey Certified Intermediate Level Instructor