Austin, Texas Metropolitan Area
I like to serve those with whom I work and lead. I also enjoy solving problems, solve them well, and teach others in the process. Here is but one story: In my earliest days at The University of Texas at Austin as an entry-level IT help desk professional, we had a problem. Specifically, more operating systems and printers than I had fingers! Those OSes and those printers were managed in a very ad hoc fashion. Getting tired of seeing wasted paper and wasted toner as well as clogged print queues on the printers due to this inefficiency, it was time to take action. I set out to develop a cross-platform, "point and print" system to support Windows (98 SE, NT, 2000, ME, and XP), MacOS (7, 8, 9, and X), RedHat Linux, OS/2 Warp, Solaris, and HP-UX for printers from Xerox, HP, and a couple of other manufacturers no longer in business. I made this a major focus over the course of the next few weeks and, without the assistance of ubiquitous search engines (Google was not yet well established and the "established" search engines at the time were not great), I developed a Linux-based solution utilizing early versions of Samba, CUPS, and integrated them with Active Directory authentication. We immediately reduced consumption of paper, toner, and improved the reliability of print jobs. I documented the process and shared it with the senior IT admins within our organization so we could roll it out across more organizations and improve the platform in the process. I have solved a lot of problems since then and continue to work to solve problems for those with whom I work both internally and externally. By serving those with whom I work and those whom I lead, we all succeed in technology, sales, and as people. This continues to be my focus to grow as a sales and technology leader. "Good enough" is not a final product in and of itself. It is but one step in the process to get something done right.
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As part of the sales team, translated customer call center objectives into highly effective and reliable call center operations As part of the project management team, coordinated internal ICS resources and external client resources to help deliver complex call center installation and upgrade projects on time and on budget In support of the services teams, provided additional insight into complex server operating system and networking issues in order to facilitate and expedite the engagement of the appropriate client service teams during project related troubleshooting
Research and develop products for service delivery that are both cost sensitive and highly effective Pre-sales engineering and scoping of client projects Mentorship of junior, mid-level, and other senior technical staff Ultimate escalation point for entire technical staff Active member of leadership team, consisting of CEO, President, Controller, and Director of Operations, focusing on future direction of the organization and driving growth