About

The bigger the collection gets, the harder it is to keep. The bigger the collection gets, the more completely it represents me and my history, and the more I feel oppressed by it. The bigger the collection gets, the more extraordinary and “valuable” it is, and the more I mourn the thousands of hours spent assembling it. In the hole and on the peak, I love this collection and hate it, and I keep it because it expresses me, though rudely. It is a poor collection wishing it were rich. It is a celebration of material culture wrapped around a contempt for material culture. It is a burgeoning collection full of emptiness. It is a collection of nothing. That is my title, and I am its lord, its consumer and author and subject and victim.

– William Davies King, Collections of Nothing

I have been working in the contact center technology industry since late 1998, designing and managing contact center technologies of all sorts. I have been an employee of eLoyalty Corporation (site) since February of 2004. I began as a Senior Consultant, travelling predominantly within North America to install, configure and troubleshoot Cisco Intelligent Contact Management Enterprise (ICME) and Unified Contact Center Enterprise (UCCE) systems. My expertise extends to Cisco Unified Customer Voice Portal (CVP) and a multitude of other Cisco products, as well as Aspect and Avaya ACDs. I am an expert at contact center integrations, and I have personally deployed thousands of contact center seats in contact centers around the world. I am now a Senior Principal at eLoyalty and I am responsible for estimating new professional services engagements. I work out of my home office, travelling only occasionally.

Before joining eLoyalty I worked in the banking, internet hosting and healthcare industries for just over 5 years in the contact center technology and/or IT departments.

My hobbies include SCUBA diving and reading. I am also a total gadget geek, with an affection for smartphones, PDAs, and other handheld technologies. I think it all started when I worked at MacCenter in Fort Lauderdale, FL during high-school and college. I was given the opportunity to use an Apple Newton for about 3 months one summer. I have had a smartphone or PDA with me at all times ever since. I am currently carrying a white black Apple iPhone 3G 3GS 16GB 32GB.

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