Bryant Padilla
Chuluota,Florida
Summary
Seasoned Professional Services Consultant offering expertise in Cloud Connect environments honed over 25+ years of consulting experience. In-depth knowledge of business operations with skill in implementing successful process, policy and program improvements. Forward-thinking and resourceful approach to problem-solving.
Overview
43
43
years of professional experience
Work History
Sr. Professional Services Consultant
Vonage
01.2021 - Current
- Implementation of Vonage Cloud Contact center products
- Integration with Salesforce and other CTI platforms
- Technical support of Vonage Partner implementations including but not limited to Salesforce/SCV/Dialer/SMS
Technical Account Manager II
NICE InContact
01.2016 - 01.2021
- Complete Account Management for up to 12 Major customers
- Complete interactions with assigned customers
- Single point of contact on all NICE InContact products
- Personally resolve as many customer issues as possible while being intermediate between customer and other NICE InContact groups.
- 100% customer retention
Senior Business Applications Engineer
RMG Networks
01.2005 - 01.2016
- Project management, installation and training for RMG products
- Interfacing with an extensive list of ACD’s, PBX’s and various databases
- Complete LAN/Wan integration
- Customer training
- Services conducted onsite and remotely
- Employee Mentoring.
Business Analyst – Online Banking
Washington Mutual
01.2004 - 01.2005
- Manage new projects
- Daily Operations including database, hardware, and software management
- Network configurations and maintenance
- Planning, Reporting, Forecasting
- Administration of Symon, Contact and real-time Servers.
Network Administrator – IT
Montessori Kids Academy
01.2003 - 01.2004
- Designed, installed and administered telecommunications and data network
Sales Engineer – Inside Sales
Aspect Communications
01.2000 - 01.2003
- Pre-Sales Technical Support, Complete Customer Solutions, Sales, Visual Aids for Client Presentations, Rapid and Individualized Responses to RFP’s, Product Training, Product Updates, Planning, Reporting, Forecasting, Proposals, Product Integration.
Technical Support Specialist – Premier Accounts
Aspect Communications
01.1998 - 01.2000
- Second-Tier Technical Assistance, Project Management, Systems Integration, Vendor Interfacing, Major Activities Coordination, Newly Released Software Installation, Alpha/Beta Projects, Documentation, Network Tools, Troubleshooting, Field Process Improvements, Problem Solving.
Senior Customer Operations Engineer
Aspect Communications
01.1991 - 01.1998
- Installation, Maintenance, Technical Support, Windows and UNIX Platforms, Customer Satisfaction, Liaison, Vendor and Telco Technical Interface
- Systems integration between Aspect and other vendors
- I.e
- Avaya, Nortel, Symon, Geotel, Paraphonics, Intervoice, etc.
Communications Manager
Nycom Information Services
01.1987 - 01.1991
- Multi-Site Manager Network Design, Staffing, Technical Mentor, Technician Management, Site-Planning, Project Management, Budgets, Forecasting, Rockwell Galaxy, T1’s, Multiplexers, Data feeds.
Telecommunications Technician
United Technologies Communications Co.
01.1982 - 01.1987
- Installation, Service, 1A2 key systems, CDR Equipment, Cabling, Stromberg Carlson, ATI, PBX’s.
Skills
- Project Management
- MS Office Professional
- Bilingual: Spanish
- Win OS Server/Clients
- RFP’s/RFI’s
- ACD’s/ PBX’s/CC
- Customer Presentations
- Voice/Data Networks
- Software Integration
- CRM/CTI
- Analog /Digital
- Construction Drafting
- Real-time/Historical Data
- Product Training
- CallCenter Environments
- SQL/SQL
- WFM Analysis
- IVR/VRU
- Technical Support
- Solutions Engineering
- NICE/Five9/Vonage
- Salesforce
- Systems Integration
- Digital Signage
- SaaS/Cloud Tech
- UNIX
Training
- Completed Telecommunications Apprenticeship via CWA 1109 New York, NY
- Certified multiple PBX’s, ACD’s, including but not limited to Stromberg Carlson, Rockwell, ATI and Aspect
- MS Windows OS NT, 2000,2003,2008,2012
- Certified Trainer. Certified Aspect products, legacy and VoIP. Certified RMG (Symon) products
Timeline
Sr. Professional Services Consultant
Vonage
01.2021 - Current
Technical Account Manager II
NICE InContact
01.2016 - 01.2021
Senior Business Applications Engineer
RMG Networks
01.2005 - 01.2016
Business Analyst – Online Banking
Washington Mutual
01.2004 - 01.2005
Network Administrator – IT
Montessori Kids Academy
01.2003 - 01.2004
Sales Engineer – Inside Sales
Aspect Communications
01.2000 - 01.2003
Technical Support Specialist – Premier Accounts
Aspect Communications
01.1998 - 01.2000
Senior Customer Operations Engineer
Aspect Communications
01.1991 - 01.1998
Communications Manager
Nycom Information Services
01.1987 - 01.1991
Telecommunications Technician
United Technologies Communications Co.
01.1982 - 01.1987
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