Solutions Architect Team

Andrew Prokop

Andrew Prokop has been involved in the world of communications since the early 1980’s. He holds five United States patents and was on the teams that developed Nortel’s carrier-grade SIP soft switch and SIP-based contact center. His software currently exists inside products from Avaya and Genband. More recently, Andrew has been developing software that integrates the Internet of Things (IoT), artificial intelligence, natural language processing, and IT Service Management into Avaya Breeze and Zang Workspace Designer communications workflow platforms.

Andrew’s background in developing the protocols, applications, and the core technologies of unified communications puts him in a unique position. His deep understanding of how communications work at the lowest levels can be invaluable to an enterprise that has embarked on the transformation from a legacy PBX to a multimedia, intelligent contact engine.

Through customer engagements, users groups, tradeshows, and webinars, Andrew has been an evangelist for SIP as a transformational technology for enterprises and their customers. He understands the needs of the enterprise and has the background and skills necessary to assist companies as they drive towards a world of dynamic and immersive communications.

Andrew is an active blogger on all things communications-related, and his articles have appeared in Avaya Connected and No Jitter.

Barby Biggs

Barby is focused on the emerging technologies markets and the adoption of those applications into the Fortune 500.  She works as lead on business development strategy for biometric recognition with a focus on NEC’s NeoFace Watch Technology. Barby also has responsibilities related to Communications as a Service and Device as a Service.

Her role as a Solution Architect allows her to utilize her 20+ years of industry experience to help move customers into the newest technologies and platforms. She has worked extensively with companies across sectors including finance, healthcare, mass media, transportation, and state and local government.

Barby has in-depth experience with pre-sales engineering on multiple platforms as well as project management, system design and direct customer sales. She also holds numerous manufacturer certifications and is a Level 4 Avaya Certified Advanced Solutions Architect.

Brent Morgan

Brent is responsible for directing and growing Arrow Systems Integration’s (ASI) Genesys practice, actively working to ensure the core practice is serving our customers and supporting key areas of the business. With twenty years of experience in technology consulting, business analysis, solution design and process implementation, Brent is a proven leader - analyzing problems and requirements from all perspectives to ensure solid solutions and successful project delivery.

Brent enables internal teams to enact and support the strategy for the Genesys portfolio across their three distinct platforms. He works tirelessly with customers pre- and post-sales while managing the partner relationship with Genesys.

Brent is a former business analyst and senior solutions architect at Siemens and Genesys. He’s worked within a myriad of industry verticals - consulting, designing, and delivering solutions.

Charlie Trautwein

Charlie supports Arrow Systems Integration (ASI) customers in their communication needs with much of his experience concentrated on advanced applications and contact center technologies. Working as a Solution Architect has kept him actively involved with customer technology decisions for enterprise opportunities, and critical solution decisions for smaller customers. Charlie’s decision-making abilities and strong technical understanding makes him a valuable contributor to solution decisions.

Whether presenting latest technology or offering simplified explanations of complex integrations, he is a trusted adviser and proven asset to every customer interaction. Charlie works tirelessly to study, research and understand the communication solutions that may best assist our customers.

Dave Daffern

Dave has supported Arrow Systems Integration (ASI) customers over the last 10+ years, and has led the pre-sale design, development and delivery of multi-channel contact center technologies with advanced applications for large enterprises across numerous industries including financial services, local government, healthcare, and manufacturing.

Dave works with professional service partners to develop unique or complex solutions for customers - be they on premise, cloud based, or hybrid solutions. He has a strong focus on customer and partner relationships that allows him to understand business requirements, and then research and identify the best overall solution for the customer. Dave has sales and design certifications for many top manufacturers that allow him to provide diverse and unique solutions to customers.

David Lover

David leads the strategy for Arrow Systems Integration’s (ASI) core enterprise communications portfolio. He focuses on products and solutions to address the customer needs of Unified Communications and Collaboration, Customer Experience, CEBP, and End-User Adoption.

David works closely with the product marketing and development teams of our top partners to understand their strategy - collaborating with those teams to provide guidance and feedback to shape the future direction of their portfolios on behalf of ASI and its customers. He utilizes these relationships and product knowledge to help align ASI’s total portfolio strategy. His skills at identifying, articulating and managing the strategic technology direction to customers, partners and employees helps set ASI apart as a leader in the industry.

David is a former Senior Engineer at Lucent Technologies and Avaya, and has applied communications technologies for large Fortune 500 and Enterprise multi-site corporations.  He is a nationally recognized keynote speaker and presenter at numerous industry conferences, forums, and seminars across the United States, and has built strategic relationships with analysts and manufacturers alike, insuring relevancy and best possible “future state” outcomes for ASI and its customers. He holds a B.S. degree in Electronic Engineering and a Master of Science degree in Technical Training and Development.

Elaine Fleshman

Elaine provides advanced application support for Arrow Systems Integration (ASI) and its customers. Elaine’s knowledge and expertise in current and future technologies helps lead the transformation of the sales, service and operation teams as well as customers through the complex evolution to digital IT technology.

As the lead engineer and implementation architect for ASI’s initial hosted platform, Elaine is able to contribute deep knowledge and understanding of the emerging hosted and cloud-based technology markets, and is a leading architect in engineering xCaaS solutions.

The 25+ years of experience in management, engineering and building trusted customer relationships within the Federal Government and private industry have provided Elaine with the intellectual capacity and inter-personal skills to succeed as a leader in her field. Holding a B.A. degree, many technical certifications, and a top government security clearance allows her to be a trusted advisor to  customers and Federal Government agencies.

Marc Harer

Marc is part of the Arrow Systems Integration (ASI) Solutions Architect team focused on emerging technologies which are driving today’s solutions. Through strategic consultative engagements, the team provides businesses with transforming technologies including Communications as a Service (CaaS), Device as a Service (DaaS), ServiceNow ITSM/ITOM/CSM/HR, Advanced Contact Center Solutions, Datacenter Solutions, Remote Monitoring and Management (RMM), and Advisory Services.

Marc works on the marketing and strategic initiatives team focusing on business development of the emerging technologies portfolio. He works closely with offer management, sales, service and operations teams to create valuable offers to our clients.

With 20+ years of experience as a communications technology professional with expertise in both cloud and premise-based contact center and unified communications solutions, Marc has a comprehensive range of expertise and vision. He provides both leadership and business development to ASI, aligning with sales teams and customers to provide consultative business discovery and roadmaps.

Randy Soapes

Randy is focused on Arrow Systems Integration’s (ASI) business development strategy for Avaya's Oceana/Breeze platforms. He has forged strong relationships with experts internal and external to Avaya with the goal of providing the most expansive knowledgebase possible for enterprises looking to optimize their customer experience with these advanced solutions.

Randy has 20+ years in telecommunications that started with AT&T, then transitioned to Lucent, Avaya, and now ASI. He has over 14 years contact center consulting experience in areas such as Contact Center Routing, Analytics, CTI, Proactive Outbound, Workforce Optimization, Automation, and Omni-channel.

Randy holds a B.S. in Marketing, Minor in Computer Science, and certifications in web services including XML, XSL, HTML and CSS, and  a variety of manufacturer certifications.

Rob Yousey

Rob’s role as a technical solutions architect for Arrow Systems Integration (ASI) allows him to leverage his 18+ years of IT experience as a customer, and 15 years in sales in Unified Communications and Contact Center. The depth and breadth of Rob’s experience has enabled him to successfully advise multiple Fortune 1000 companies in areas including convergence, contact center and collaboration.

Rob specializes in helping organizations gain clarity regarding their functional and technical needs, and then applying his knowledge of system technology to design effective communication services capable of satisfying their current and future requirements. As a member of the Solution Architect and Advisory Services teams, Rob uses a consultative approach focused primarily on Unified Communications and Collaboration, Contact Center, Convergence and Managed/Cloud/SaaS solutions for customers.

Rob has a wide variety of IT experience from programming to systems analysis, to communications and collaboration applications, to wide area network implementations. He holds a B.S. degree in Computer Science, numerous manufacturer certifications and is a Level 4 Avaya Certified Advanced Solutions Architect.

Russell Singer

Transforming enterprise communications and contact centers with innovative thinking and strategic execution for nearly 20 years, Russell blends deep technical knowledge across the industry with strong software architecture and development experience to deliver the right solution for even the most complex challenge.

Prior to joining Arrow Systems Integration (ASI), Russell served as Managing Director and Chief Architect within Avaya IT. There he led a team of solutions architects and developers to design, deploy and maintain Avaya's own solutions internally for Avaya's global user base. He also led the design and development effort for Avaya's enterprise-class UC cloud offering. He also held various senior engineering and development positions with Avaya Services and R&D, resolving complex problems and creating unique solutions.

Russell aspires to be a well-rounded geek, with a passion for researching, architecting and developing Artificial Intelligence, Machine Learning, Big Data, IoT and Cloud solutions.

Scott Blue

Scott leads the business development strategy for Arrow Systems Integration’s (ASI) Communications as a Service (CaaS). He works closely with the hosted solutions group, data center architects, Unified Communications engineers, and the Contact Center professional services team to develop a managed service that is uniquely positioned in the market to meet the needs for customers in the enterprise space.

Scott works closely with ASI’s top manufacturers and professional services partners when developing unique or complex solutions and integrations for CaaS or traditional, on-premise environments. He has led the pre-sales design engagement on numerous successful migrations of traditional legacy environments to new IP-based environments that deliver enhanced team engagement and omni-channel contact center solutions.

Scott is a former channel manager with Nortel and a former Senior Sales Engineer with Shared Technologies. His experience has allowed him to apply wide-ranging communications technologies for large Fortune 500 companies and enterprise multi-site corporations. He holds a B.A. degree from Kutztown University, and has numerous manufacturer sales and design certifications.