Ricky Cardona
Albuquerque,New Mexico
Summary
Results-driven Systems Engineer with 12+ years of progressive experience in network infrastructure, VOIP/Contact Center platforms, SD-WAN, SASE, and cloud solutions. Expertise in designing, implementing, optimizing, and securing enterprise systems to achieve high availability and operational excellence. Currently pursuing a Bachelor of Science in Network Engineering and Security (expected September 2026) while holding key industry certifications including CCNA Cyber Ops, AWS Solutions Architect, CompTIA Cloud+, Cisco Automation, and Cato SASE Expert Level 2.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Systems Engineer III
SambaSafety
Albuquerque, New Mexico
01.2025 - Current
- Lead enterprise network engineering, security, and infrastructure initiatives across multi-site environments, including routers, switches, SD-WAN, VOIP, and SASE solutions.
- Oversee proactive monitoring, optimization, and troubleshooting of mission-critical Contact Center and office VOIP platforms to sustain 100% uptime.
- Collaborate with engineering, product, and operations teams on complex projects, upgrades, and strategic IT initiatives.
Network Administrator
04.2021 - 01.2025
- Managed and optimized complex multi-site network infrastructure (routers, switches, SD-WAN, and VOIP systems).
- Delivered continuous performance monitoring and enhancements for Contact Center and office VOIP platforms supporting core business operations.
- Provided Tier-2/3 technical support for tickets, projects, and infrastructure improvements.
VOIP/Systems Administrator
05.2018 - 04.2021
- Directed Sales team call flow redesign, elevating SLA performance from
- Engineered streamlined Main IVR solution, reducing key presses from 11 to 5 and delivering major gains in customer experience and efficiency.
- Architected and administered full VOIP/contact center ecosystem (Nice InContact + RingCentral), including scripting, routing, queue management, and user administration.
Implementation Team Lead
03.2017 - 05.2018
- Led team that onboarded 1 million drivers onto cloud platform, contributing to ~36% company growth.
- Mentored up to 10 team members on implementation, client outreach, monitoring, and troubleshooting best practices.
- Partnered cross-functionally with Engineering and Product Development to resolve issues and ensure smooth customer adoption.
Onboarding Specialist
12.2015 - 03.2017
- Managed end-to-end client onboarding, scoping, deployment, training, and success for SaaS solutions.
TitleWave Technical Support Administrator / Customer Care Representative
10.2013 - 12.2015
- Spearheaded statewide TitleWave program implementation with New Mexico Bureau Chiefs and Taxation & Revenue Department.
- Coordinated installations, training, and support; developed foundational processes for the Implementation Department.
- Organized two major annual meetings featuring the NM Secretary of Taxation and Revenue and hundreds of business users.
Education
Bachelor of Science - Network Engineering and Security
Western Governors University
Salt Lake City, UT09-2026
Associate of Applied Science (AAS) - Computer Information Systems – Network Administration
Central New Mexico Community College
Albuquerque, NM04-2022
Skills
- Networking & Infrastructure: Cisco Routing & Switching, SD-WAN, VOIP (RingCentral, Nice InContact), Network Automation
- Cloud & Security: AWS Solutions Architect, Cato SASE, CompTIA Cloud, Network Security, Cybersecurity Operations
- Systems & Operations: Contact Center Architecture, IVR Optimization, System Monitoring, Advanced Troubleshooting
- Leadership: Team Mentoring, Process Improvement, Cross-Functional Collaboration, Client Success
Certification
- Cisco Automation (Issued Mar 2026)
- Cisco Certified Network Associate Cyber Ops (CCNA) (Issued Mar 2024)
- Cisco Certified Cybersecurity Associate (Issued Jan 2025)
- AWS Certified Solutions Architect – Associate (Issued Feb 2024)
- CompTIA Cloud+ (Issued Aug 2025)
- Cato SASE Expert Level 2 (Issued Aug 2025)
- ITIL Foundation (Issued Oct 2019)
Timeline
Systems Engineer III
SambaSafety
01.2025 - Current
Network Administrator
04.2021 - 01.2025
VOIP/Systems Administrator
05.2018 - 04.2021
Implementation Team Lead
03.2017 - 05.2018
Onboarding Specialist
12.2015 - 03.2017
TitleWave Technical Support Administrator / Customer Care Representative
10.2013 - 12.2015
Bachelor of Science - Network Engineering and Security
Western Governors University
Associate of Applied Science (AAS) - Computer Information Systems – Network Administration
Central New Mexico Community College