Expert Details
CTO Leadership and Independent Consulting
ID: 739234
Kansas, USA
After building a progressive and successful career at MCI/Verizon in IT/OPS/Network (BPO to MCI), Expert became the 71st employee to join a leading end-to-end enterprise software applications vendor within Contact Center, ERP, BPO, and CRM, as well as homegrown legacy systems. He helped grow the company from an employee base of under 100 to over 1,000 people. (Company Revenues of $250M, sold for $2B).
From 2011-2016, Expert worked for LiveVox and EIS Group, global full-service Cloud-based Software-as-a-Service (SaaS) solutions. LiveVox was acquired by Aspect. From 2016-2018, he was hired as VP, Sales and Service Technology at Charles Schwab with the mission to transform their current legacy environment to Cloud-based Services.
In 2018, Expert began working as CTO for an ERP and Field Services-based company. Working extensively with Microsoft Azure, Amazon AWS, Office365, MS Teams, Microsoft Dynamics365 and Salesforce Lightning (including CRM, FieldServices, PowerApps/CDS/LogicApps/Flow) and all Customer Interaction technologies in the Cloud over last 10+ years.
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 1990 | Degree: BS | Subject: EE, CS | Institution: University of Iowa |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2018 to Present | Employer: Undisclosed | Title: CTO | Department: |
Responsibilities:Expert serves as CTO at the leading provider of global customer Interaction -- Contact Center, CCaaS, UCaaS, Sales, and Services -- as well as mobile workforce management solutions to field service, including mobile IOS and Android to the public cloud, as well as businesses.The company provides innovative and intuitive mobile workforce management solutions transform field service businesses by creating operational efficiencies, improving customer experience, and providing real-time information available anytime, anywhere. |
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| Years | Employer | Title | Department |
| Years: 2020 to Present | Employer: Undisclosed | Title: CTO/Owner | Department: |
Responsibilities:Customer Interaction (Contact Center/CCaaS/UCaaS, Sales, Services), mobile workforce management solutions (mobile IOS and Android to the public cloud using Xamarin)• Current technology includes 2 large Data Centers and Azure cloud, Private/Premise/Hybrid solutions • Cloud Development/QA/Release Mgmt/Production using Agile, TFS, Microsoft DevOps/CICD • Microsoft Dynamics365 (including PowerPowerPlatform/CDS/RPA/AI), Dataverse, Office365, LogicApps/Flow • Salesforce/Mulesoft/Tableau, Workday, Avaya (including Aura Cloud), Nuance, Nice IEX/Recording, • Custom Apps, MSSQLServer • Cognizant Trizetto/Facets, Macess |
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| Years | Employer | Title | Department |
| Years: 2020 to Present | Employer: Undisclosed | Title: CTO/Architect | Department: |
Responsibilities:Independent Enterprise Architect (2020 – present)Not-for-profit provider of medical and dental plans provider for federal employees. Company offers one of the largest national medical and dental plans serving federal employees, covering more than 2 million federal employees, retirees and their dependents. The company employs more than 1,400 people in the Kansas City metro area. • Customer Interaction (Contact Center/CCaaS/UCaaS, Sales, Services), mobile workforce management solutions (mobile IOS and Android to the public cloud using Xamarin) • Current technology includes 2 large Data Centers and Azure cloud, Private/Premise/Hybrid solutions • Cloud Development/QA/Release Mgmt/Production using Agile, TFS, Microsoft DevOps/CICD • Microsoft Dynamics365 (including PowerPowerPlatform/CDS/RPA/AI), Office365, LogicApps/Flow • Salesforce/Mulesoft/Tableau, Workday, Avaya (including Aura Cloud), Nuance, Nice IEX/Recording, • Custom Apps, MSSQLServer • Cognizant Trizetto/Facets, Macess |
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| Years | Employer | Title | Department |
| Years: 2016 to 2018 | Employer: Charles Schwab | Title: VP, Sales and Service Technology | Department: |
Responsibilities:VP of Sales and Service Technology (DevOps/Architect report to Head of Corporate IT)• Charles Schwab is a global Financial Services company established by over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. • Global team of 200+ (inhouse and outsourced) growing to 300+ over the next 24 month. • End to end technology ownership for 14,000+ Desktops, 200+ Applications across all business units, working with Product Owners and End Users directly for transformational changes • Current technology includes Microsoft Dynamics365 (including PowerApps/CDS, FieldServices and CRM), Office365, Salesforce, Workday, Genesys (including Cloud), Cisco, Polycom, Nuance, Verint, Nice, custom Windows Apps, custom MicroUI/MicroServices Apps, Tableau, to Mainframe, DB2, Oracle, MS SQL Server, Mongo in both an Openstack and Microsoft Stack environment. • End to end ownership of Development, QA, Release Management, and Production Applications • Responsibilities include being responsible for Cloud Strategy Roadmap and Vision (Cloud, Integration, Productization, Process), across both Data and Voice applications. Development, QA/Test, Release Management, and Production in a new environment. • Working with Amazon AWS Connect/Lex/Polly, Amazon AWS Lambda, Salesforce/AWS, Microsoft Dynamics365 (including PowerApps/CDS), Microsoft Exchange UM, Skype Business, Google Apps, includes vendor/partner integration strategy both with customers and with partner solutions, and daily support of Customer solutions. • Strategy to build on platform expertise, into Cloud/Hosted/SaaS, PaaS, Software Defined Networks (SDN), High-Availability/Business Continuity, and into Call Center Services, BackOffice Applications, Big Data, Business Intelligence, and Enterprise Horizontal and Vertical Applications • Working with and creating Mobile Apps for Apple IOS and Android • Working extensively with Microsoft Azure and Amazon AWS |
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| Years | Employer | Title | Department |
| Years: 2016 to 2018 | Employer: EIS Group | Title: SVP, Cloud Services | Department: |
Responsibilities:SVP Cloud Services (CTO/CIO/DevOps/Architect role and report to CEO)• EIS Group employs open, standardized technologies in groundbreaking ways. With EIS solutions, companies (International Fortune 500) can seamlessly manage all phases of the customer lifecycle (Customer Experience-CX) from a single, unified platform—one that’s intrinsically flexible, highly scalable, future-proof, and built for the most sophisticated enterprises, both as premise and Cloud/SaaS offerings. • $80M yearly revenue, with a growth rate projection of 20-30% for 2016/2017 • Responsibilities include being responsible for company Cloud Product Roadmap and Vision (Cloud, Integration, Productization, Process), Integration strategy both with customers and with partner solutions, and daily support of Customer solutions. • Strategy to build on platform expertise, into Cloud/Hosted/SaaS, PaaS, Software Defined Networks (SDN), High-Availability/Business Continuity, and into Call Center Services, BackOffice Applications, Big Data, Business Intelligence, and Enterprise Horizontal and Vertical Applications • Working with and creating Mobile Apps for Apple IOS and Android • Working extensively with Microsoft Azure and Amazon AWS |
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| Years | Employer | Title | Department |
| Years: 2011 to 2014 | Employer: LiveVox | Title: VP, Global Product and Client Services | Department: |
Responsibilities:VP of Product Management and Client Implementation (CTO/CIO/DevOps/Architect role and report to CEO)• LiveVox is the leading provider of cloud (SaaS/PaaS/CCaaS/SDCC) contact center solutions. LiveVox offers an integrated hosted predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. Solution is the industries most scalable and 100% Hosted. • 90% of our customer base (of 400+ customers) is large BPO • Responsibilities include being responsible for company Product Roadmap, Integration strategy both with customers and with partner solutions, and daily support of Customer solutions. • Revenues of up to $40M and growing 40-50% per year with a global footprint of customers in every major vertical. • Coming into the company in 2011, the company technical architecture and vision was similar to legacy environments from the late 1990’s. First objective was to improve the current communication and vision. • Personally researched, analyzed, negotiated, recommended and helped select vendors and partners to fill out our Product and Strategy offering • Hired new technology team nationally and internationally to build and support • Work with Sales and Marketing for Customer and Product Initiatives |
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| Years | Employer | Title | Department |
| Years: 2004 to 2011 | Employer: NetworkOmni | Title: COO/CIO | Department: |
Responsibilities:VP and COO/CIO/CTO of Global Services and Information Technology (DevOps/Architect report to CEO)• NetworkOmni is a full-service, single-source, world-class global provider with offerings in interpretation, translation, localization services, and consulting services. Field more than 2,500 language professionals, NetworkOmni’s reach extends around the globe. A top-tier provider through an intense focus on quality, certification and technology. • 95% of our business was multi-lingual call center BPO services in 125 languages • Responsibilities include being responsible for 90+% of the staff at NetworkOmni through 4 primary departments: Information Technologies, Telecommunications/Support, Language Center Operations, and Language Services Quality Assurance. • Revenues of up to $30M and an Operating Budget of over $15M • Coming into the company in 2005, the company technical architecture was similar to legacy environments from the late 1980’s, early 1990’s. First objective was to improve the current environment. • Personally researched, analyzed, negotiated, recommended and helped select vendors for DataCenter, ERP (Billing, AR/AP, Invoice, GL), CRM, MPLS, EVPN, LAN, WAN, Web Infrastructure, Servers, OS, Desktop computer insfrastructure, CTI, Global Routing, WFM, Microsoft .NET, Sharepoint, MOSS, and Web Applications. • Hired new technology team nationally and internationally to build and support • Vendors include: SAGE, Microsoft, AT&T, Sprint, Cisco, HP, Dell, Alcatel/Genesys, and various other smaller vendors. • Savings vs. list pricing close to 75%. Unheard of for a $30M company working with multi-billion vendors. • ROI for the entire infrastructure within 15 months of go live, Oct06 • Savings to the company of approx. $13M over a 5 year period • Implemented entire infrastructure within 12 months across 2 national and 3 international locations, with a centralized hub in a Managed DataCenter. • Helped coordinate Training and Management of infrastucture to remote locations • Improved efficiency of remote users through the use of technology creating increased cost savings • Work with Sales and Marketing for Customer and Product Initiatives |
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| Years | Employer | Title | Department |
| Years: 1996 to 2004 | Employer: Genesys | Title: VP, Global Professional Services and Product Management | Department: |
Responsibilities:VP of Worldwide Professional Services/Product Mgmt (report to CEO)1996 – 2004• Genesys is a wholly owned subsidiary of Alcatel, the leading provider of customer solutions for Collaborative ERP/CRM, a critical component of a complete end-to-end (ERP/CRM) strategy. • Grew PS Team from 0 to 250 Worldwide, while company was transition from start-up/private through IPO to a public company and acquistion by Alcatel. • Provided technical strategy and leadership in building the company internationally, through leading delivery of Genesys customers, helping in customer satisfaction, and driving our overall revenue. • Helped design the applications and enabling infrastructure for all products. • Developed plans and built teams in Product Management, Engineering, and Professional Services/Operations. • Built budgets and revised overall business plan • Provided extensive vendor and partner management and technical coordination. • Plan and manage all aspects of enterprisewide, e-Business, Network, Customer Service, Sales, HelpDesk, ERP, CRM, and Remote/End User technology initiatives; provide analysis and consulting on technology, operations, and best practices • Manage delivery of wide range of technologies, including ERP, CRM, CTI, voice apps, webenabled technology, eCommerce, integrated desktop GUI applications, expert knowledge bases, wireless applications, workforce management applications, Workflow, and Service Provider applications • Manage staff of Regional VP/Directors, Practice Managers, Project Managers, Systems Engineers, System Developers, and System Analysts performing multiplatform component development and deployment. Includes development and deployment of client software APIs and DLLs (both internal and external company technology), base server software, and business service applications; extensive involvement of UNIX, Windows, DBMS/RDBMS, and Industry development tools. • Support Genesys Executive and Account Management functions and Genesys strategic planning, including development and delivery of highlevel and detailed proposals, presentations, plans, and designs • Primary implementor on projects in all Verticals and Industries. High Tech (3Com, Microsoft, Sun Microsystems, IBM, HP, Gateway 2000, Intel, Siebel, Oracle, SAP, Lawson, Peoplesoft, Silicon Graphics, etc.), Telecommunications (MCI, Sprint, SBC, Cingular, Bell Atlantic, Verizon, Ameritech, AGCS, AT&T, Bell South, Qwest/USWest, Bell Canada, British Telecom, KPN/Dutch PTT, Deutshe Telecom/German PTT, Telecom Italia, Belgacom (Belgium), Swisscom, Tele Denmark, Telia Sweden, Telstra/Australia, NTT/Japan, etc.) Financial (Bank of America, NationsBanc, Chase Manhatten, Merrill Lynch, Barclays, Charles Schwab, T Rowe Price, Visa, Wells Fargo, etc), Insurance (AAA, Norwest, Travelers, Nationwide, Kemper, Allstate, USAA, etc.), Health Care (Blue Cross/Blue Shield, Merck Medco, Glaxo Wellcome, Kaiser Permanante, etc.), and others (Yellow Freight, Federal Express, Ford, Sears, APAC Customer Services, Teletech, 1800-Flowers, Amazon.com, Home Shopping Network, Sento, SITEL, Mercedes-Benz, ADP, Canadian Tire, American Airlines, etc.) |
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