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Work experience

Jun 2014Present

Manager, Business Intelligence & Analytics

Citrix Systems, Inc
  • Responsible for managing global BI team, including hiring, coaching and developing resources.
  • Perform complex analysis of customer behavior and arrival patterns of support cases.
  • Utilize data to provide feedback to executives regarding staffing requirements and case flow efforts.
  • Lead global TS projects including RFP process, project management and budget/resource management.
  • Used data analytics to successfully decrease number of calls waiting over 15 minutes by 50% and abandon rate by 40%.
  • Act as main liaison between IT, QA and the support organization. 
Aug 2013Present

Founder/Principal Consultant

Chomon Consulting Services
  • Provide telecommunications consulting services to small and medium sized businesses revolving around telephony hardware and cloud services.
  • Train managers and system administrators in Contact Center best practices Conduct audits of Call Center technologies, call routing and Disaster Recovery Scenarios
  • Hired for and completed international projects for multiple companies, including Fortune 500 companies.
Nov 2012Jul 2013

IT Network, Computer and Telephony Manager

Road America
  • Managed IT department (15 direct reports) comprised of support analysts, developers and engineers.
  • Managed controlled deployment of all application-related changes to QA, and production systems.
  • Led the Change Control Board, coordinating all of the deployment groups and providing approval on all changes for production systems.
  • Responsible for making presentations to potential clients, giving tours of IT area and answering any IT infrastructure related questions.
  • Increased first contact resolution by 40% and reduced ticket resolution time by 25%.
Sep 2010Nov 2012

Lead Telecom Design Engineer 

Citrix Systems, Inc
  • Successfully created crucial project documentation for the use of the business and operations group.
  • Created Avaya CMS training materials and conducted training sessions for contact center supervisors.
  • Designed and implemented first SIP migration in Citrix infrastructure. This included installation of Session Border Controllers in our datacenter (Terremark), SIP trunks to a cloud telephony provider, and SIP tie trunks between Avaya CM and Cisco UCM.
  • Successfully migrated Inside Sales department from an on-premise telephony solution to a cloud telephony solution. This included completing vendor evaluations and selections; negotiating contracts; leading technical resources; designing and creating outbound, inbound, and DID campaign solutions; configuring a call recording system; and integrating SFDC and reporting solutions for over 100 agents and 20 supervisors.
Dec 2007Sep 2010

Consultant/Systems Integrator

Avaya, Inc
  • Managed project teams (up to 4 technical resources), which included project, resource, and budget planning, and the technical correctness and completeness of integrated systems designs.
  • Created test plans and assisted the customer in the execution of scripts, defect tracking, and preparation of User Acceptance Testing documentation.
  • Successfully designed, configured, and tested Avaya IC and OA systems in multiple customer sites.  This included configuring servers, creating workflows, multichannel blending, integration to the Avaya AES, and multiple ACDs.
Jul 2002Nov 2007

Senior Telecommunications Analyst

Florida Power & Light

Miami, FL Senior Telecommunications Analyst




Florida State University

Master of Business Administration Certificate in Ethical Leadership



Norwich University

Master of Arts degree in Diplomacy



Florida International University

Bachelor of Arts degree: International Relations Classes in MIS. National Dean’s List.


Technical Skills
  • Citrix Certified Sales Professional, 2011, 2012 and 2015.
  • Proficient in SalesForce (Reporting and service cloud)
  • Proficient with Avaya applications and hardware, as well as Contact Center technology.
  • Proficient with SQL, Tableau and OBIEE.
  • Familiar with ARIBA, Microsoft Project, Niku/Clarity.

Fluent in Spanish (native speaker)

Memberships & Awards

  • Eagle Scout, 1996
  • Honorably Discharged from the US Air Force
  • Winner of the Rupert Burton Oratory Contest
  • Member of the International Avaya Users Group
  • NAUI Rescue/Master Diver
  • Member of Young Professionals in Foreign Policy