OBJECTIVE:

IT/Telecom Technologist with 25 years experience and professional excellence — seeking to manage teams, expenses, operations, processes, projects/programs, vendors, customers, and/or technology program initiatives within the high - tech, power & energy, healthcare, banking or telecommunications industry sectors.

SUMMARY:

• Telecom Subject Matter Expert (SME) and Consultant with broad business experience covering nearly all facets of the telecommunications industry. Experience encompasses Solutions Engineering, Architecture, Analytics, Implementation Management, Technical Project/Program Management, Team & Vendor Management, QA & Testing and Procurement, with deep Call Center expertise. Past experience additionally includes Bus. Development/Sales in the IT/Telecom space.
• Enthusiastic problem-solver who is motivated, deeply organized, and skilled at getting things done. Re sults and efficiency oriented, with a strong track record in research and problem resolution. Highly organized, tactical, and passionately committed to delivering innovative solutions and expert service.
• Experienced leader/manager, adept at motivating and leading others in a team-oriented collaborative environment and at building teams that work effectively. Skilled at achieving revenue and profit goals. Skilled at coaching, guiding and directing individual-contributors and direct reports. Excellent ability to identify and recruit qualified people, and to monitor, direct, and develop team skills, write & deliver effective performance reviews, reward and discipline staff appropriately, delegate appropriately, convey clear expectations, estimate resource/budget/ headcount requirements, act as an advisor and point of escalation for issues, and hold people accountable.
• Strong financial/accounting acumen, with departmental management and business process and resource planning strengths. Deep experience with SAP, Oracle, and PeopleSoft financials. Some familiarity with GAAP. Experience includes Telecom Management inclusive of Telecom Expense Management (TEM) and mobile device management (MDM), as well as supply chain.
• End-to-end understanding of Data Center components and record of success in planning, execution and delivery of IT strategic initiatives that include End User Computing, Telephony/Voice, Network, Data Storage and Distributed systems.
• Expertise in Call/Contact-Center operations and design, with 25 years of experience that includes team management, network design, implementation of IPCC/VoIP, IVR/VRU, ACD, CTI, Border Appliances, Call Recording, Call Parking, Reporting solutions, Workforce Management (WFM), Quality Management, Unified and multimedia communications (Email/Web/Chat) solutions, enterprise applications, middleware deployments, SaaS-based solutions, and direct contact-center management. Solid SIP/MPLS and VoIP expertise. Deep experience with SOX, HIPPA and PCI.
• Skilled in the evaluation of business systems, business requirements and metrics, at the development and presentation of accurate and detailed business processes models and financial forecasts, as well as at communicating key metrics to senior management teams and C-level executives .
• Superior ability to analyze, map and translate complex operational systems/processes into concise statements. Expert and detailed at deciphering, answering, and crafting SOWs, MOPs, FRDs, BRDs, RFPs, RFQs/RFIs, runbooks, Best Practices documentation, diagrams, process flows, use cases, and at authoring change data. Experience also includes requirements modeling using activity diagrams, sequence diagrams, state diagrams, and user stories, and with descriptive and inferential statistics, and data modeling.
• Enterprise Solutions Engineering and sales support experience; adept and detailed at pre-sales technical design and development, with deep experience facilitating requirements capture, definition, collateral and documentation production, and at customer presentations.
• Experience implementing ERP, ECM and CRM enterprise applications inclusive of architecture, design, configuration, customization, integration & testing, and the development of policies and procedures, creation of functional and non-functional specs, training materials, evaluation of available modules, integration development, database configurations, testing, physical connectivity, and interfaces. Solid knowledge of Service Oriented Architecture (SOA), Oracle Service Bus (OSB), and ETL.
• Solid experience planning, budgeting, and managing large, multi-disciplinary programs, projects and portfolios encompassing development, installation and deployment efforts for infrastructure transformations, software developments and deployments, migrations, system integrations and various other project/program types. Deep experience using Agile, and SCRUM methodologies. Solid user of Lean Six Sigma & PMI best practices, using PMBOK toolkit. PMP re-certification possible if required.
• Skilled and tenacious at identifying, managing, mitigating, and defining and controlling program risks, critical paths, project deadlines, costs, constraints, governance processes, communications, organizational change management/enablement, training development, and at creating and maintaining detailed project scopes, schedules and budgets for multi-million dollar projects/programs.
• SaaS and SDLC project experience encompassing multiple full life-cycle software development projects and releases. Solid user of Agile for collaborative program definition and completion, and in the Agile software development process.
• Deep experience in Vendor Management and Contracts execution, including contract development/ review/negotiation, with SLA development & enforcement experience, and using solid negotiation skills.
• Deep experience with Customer Advocacy, retention, and SAT efforts and programs, at customer Account Management and Business Development, and in the development and management of Customer Services, (including staffing and management of Call/Contact Center personnel and processes).
• Adept at driving, developing and implementing procedures and processes as needed, with attention to detail and consistency at identifying opportunities to increase efficiency. P racticed at Organizational development (OD). Previous work experience includes employment by four ISO 900X certified corporations .
• Gregarious and adaptable team player, with outstanding presentation and customer-facing skills, and superlative interpersonal, verbal, and written communications skills.

TECHNICAL SKILLS:

• Highly skilled with productivity applications such as MS Excel, Visio, Project, Access, Outlook, Word, OneNote, Publisher and PowerPoint, and with collaboration tools such as SharePoint, NetMeeting, WebEx, MS Live Meeting, Skype for Business, and MS OCS (including OCS Voice) .
• Deep technical experience with Contact-Center operation and technologies, and a wide array of call center products, including Genesys, Aspect, Knowlagent, NICE, Nuance, Merced, Avaya, Nortel Symposium, Cisco UCCE, Rockwell, TellMe, Right-Fax, Blue Pumpkin, Verint, Acme Packet, Avaya, and Convergys. Includes experience with CTI/IVR/VRU, CTI, CRM, and WFM applications and integrations, and with Enterprise Content Management (ECM) applications, with reporting solutions, data warehousing practices, at ETL and web-service processes, at KVPs, KPIs & metrics, and with dialers, reader-boards and most other call-center peripherals and applications.
• Deep experience with IPT & VoIP (Cisco/Siemens/Nortel/Mitel/Avaya/Acme) equipment including border/gateway appliances, session managers/SBCs. Experience with remote access and identity management, and with Unified Communications (UC), CRM/e-business/ECM/MIS applications, layer 2&3 switching fabrics, and all facets of traditional PBX/TDM Voice including trunking, transmission, capacity, E911, cabling (copper/fiber), racking, conduit, power and other physical-layer requirements.
• Solid knowledge of core routing and switching and enterprise networking (LAN/WAN) technologies and protocols including MPLS, SIP/H.323, SCCP, MGCP, IAX2, RTP, RSPV, OSPF/CSPF, IPSec, TLS, TCP/IP/UDP, DNS, DHCP, BGP, LDAP and other protocols, remote access/VPN, IP VPN, SS7/ISDN/PRI/TI-E1/T3-E3, and WAN/MAN technologies including Optical/SONET, Frame Relay and ATM.
• Proficiency with a variety of ERP and CRM applications including Salesforce.com (SFDC), Oracle/Siebel, PeopleSoft, SAP, MS Dynamics, as well as with Siterra Workflow Manager. Experience with WorkDay, Ariba products, Remedy, HP Quality Center, VMware, Planview, Primavera, Clarity, Auto/EasyCAD, Net-Pro, Adobe products, MapInfo, Telcordia TIRKS, My SQL and PL/SQL dialects, Uniform Commercial Code, FCC regulatory standards and guidelines, Identify Management solutions, with SSO and Active Directory.
• Extensive physical layer implementation and infrastructure refresh experience, encompassing several decades of data-center moves, relocations, build-outs and new constructions inclusive of storage, DR, Business Continuity Planning (BCP), physical lay-out, (racking/stacking), cabling and power requirements.
• Demonstrable knowledge of information security, including authentication, encryption, logging & monitoring, vulnerability management, data loss encryption, and identity governance and access management.
• Strong knowledge of Wireless technologies including PtP/PMP, LMDS, GSM, UMTS, WiMAX/WiFi, 2&3G, IEEE 802.11and 802.16. Familiarity with LTE. RF Safety certified.
• In-depth knowledge of current and emerging high-tech telecom technologies including Cloud Computing, CCaaS/UCaaS & IaaS, Copy Data Management, Relational Databases and RDBMS, Video-over-IP, VOD, Virtualization (VMware), Content Networking, Storage, Network Security, and Managed Services. Experience includes Sarbanes Oxley (SOX) and ITIL initiatives work. Working presently to deepen and expand knowledge and experience in both the ITIL and Network Security spaces; CCNA certification currently in progress, with an ITIL v3 foundation certification also being pursued.
• Deep Healthcare and Financial industry (Banking) vertical industry experience encompassing 20+ years and spanning Credit Card, Loan/Line/Lease, Mortgage and Wealth Management. Some familiarity with power & energy sector technologies and control mechanisms such as SCADA, MDMS systems, Distribution Automation (DA) technologies, and CC&B and other read-bill-collect services.

PROFESSIONAL EXPERIENCE:

Sr. Business Systems Analyst

Confidential, NA

Responsibilities:

• Sr. Business Analyst and Technologist involved in the analysis, architecture, design, delivery, implementation and testing of next generation Contact Center technology solutions involving CTI, CRM (Siebel & SFDC), Omni-channel solutions, Interactive Voice & Web Response technologies (IVR), Knowledge Management, Co-browse Visual Engagement, Content Management, Email Marketing/Management, Authentication, and other Enterprise Architecture and Call Center Management technologies.
• Additionally includes Business Risk Management and Vendor Management, Agile Project Management inclusive of Use Case & User Story development, and User Interface developments.

Sr. Voice Engineer & Technical Project Manager

Confidential

• Voice Engineer and Technical PM in the Government vertical. Provided hands-on telephony support and engineering, plus management of a portfolio of voice infrastructure projects inclusive of IP Voice system upgrades, IVR/VRU/Self-Service implementations, and the countywide E911 system upgrade program.
• Work involved Avaya CMs (Call Managers), Media Gateways and Session Managers, Stream Write IVR/VRU/ Self-Service, and SPOK E911 solutions.
• Involved business analysis, program governance, risk assessment & management, vendor management, change management, communications and training materials development, security governance, compliancy management, and overall consultation and guidance on VoIP networking & SIP.

Confidential

Business Analyst

• Provided solution/integration analysis, engineering and architecture development, plus leadership/guidance and technical project management on a multi-system integrated solution involving PeopleSoft 9.2 Financials, Work Day HRIS/HRMS, HP Service Manager, SAP Ariba MyStore & UBuy purchasing applications, SiteMinder & Governance Minder user access control, Telecom Expense Management (TEM), Active Directory and SAML 2.0SSO.
• Utilized an Agile rolling-wave approach to scheduling, as was required.
• Was accountable/responsible for all requirements gathering, business process modeling and documentation, solution architecture, infrastructure and integration design, training, team management, all communications, change and best-practices documentation, QA, and all test creation, test leadership, and test reporting and tracking, and bug-fix, using HP Quality Center.

Program Manager

Confidential

• Network Optimization Service (NOS) Program Manager, red badge. Provisional Team and Program Manager for Confidential .
• Managed team personnel and program activities that included Cisco internal service optimizations, bug scrubs, software upgrades, infrastructure upgrades, tools development, critical issues management, architectural reviews, change management, communications and roadmap developments pertaining to UCS/MDS, Route/Switch, SAN & DC, IPCC/UCCE, Optical, and UC technology areas in the GIS (global) theatre. Also included customer contact, QBR presentations, business development efforts, and management of Customer SAT.

Managing Consultant

Confidential

• Consultant and Program Manager.
• Provided technical leadership, guidance and program governance on a large-scale SIP implementation and network Confidential engagement for a healthcare services entity.
• Involved upgrade of call center and DC infrastructure, VoIP systems installations (Cisco & Avaya), installation of border control hardware, security equipment, and Avaya Session Managers, and requisite Functional, UAT, E2E and Empirix (hammer) testing.
• Included Team and Vendor Management, Risk & Change Management, training plan development, and client contact/Business Development.
• Successfully expedited and implemented a complex technical HealthCare solution within an extremely expedited time-frame/interval.

Communications Engineer

Confidential

• Professional Services consulting and project management a very large-scale Contact Center infrastructure upgrade and implementation in the healthcare vertical.
• Reporting Track team-lead and manager, responsible for the delivery, design, upgrade, & installation of storage and infrastructure hardware, applications & middleware, testing and delivery of custom reports, mock-ups, metrics/KPIs definition, change management tasks and SOW adherence.
• Created process templates, and authored runbooks and best practices documentation.
• Interfaced and coordinated with operations in preparation for transition to steady-state.
• Included vendor management of critical third-party vendors.
• Received high acclaim for top quality documentation and status information.

Strategic Account Director

Confidential

• Short-term Professional Services engagement.
• Project/Portfolio implementation management of SaaS Contact Center installations of cloud-based Virtual Contact Center (VCC), inclusive of Quality Management, Workforce Management (WFM), Analytics, Real-Time Privacy Control (RTPC), encryption and PCI Compliance, and NICE Systems recording products.
• Included customer discovery and analysis, vendor management, Confidential process and collateral development, and minor Product Management work.
• Additionally worked on the internal ITIL process planning and adherence effort.

Analyst / Voice Program Manager

Confidential

• Short-term engagement conducting project definition and planning, with requirements gathering and analysis, plus vendor selection and implementation management of an enterprise-wide deployment of SIP, Cisco VoIP CUCM and Unified Communications, and a Microsoft OCS Voice/Lync/Presence 2010 solution.
• Landscape included a global contact center, and NAM, LTAM, EMEA, and APAC presences.
• Wrote project definition documentation, defined project phases and created program master plans.
• Authored all program communications and change management documentation plus training and train-the-trainer materials.
• Managed media-gateway and SIP vendors. Developed and implemented a more cohesive vendor management plan, and ordered, expedited, implemented and tested network SIP trunking.

Analyst / Senior Project Manager

Confidential

• Senior PM and Analyst on two consecutive technology integration projects involving: 1) data conversion process re-engineering and 2) VoIP contact-center infrastructure implementation.
• VoIP project involved TDM to VoIP conversion, with data security modifications and infrastructure upgrades to data center/head-end and site locations, and included centralized routing and equipment installations of Genesys CTI, SIP Servers, and Cisco Unified Communications, Nuance IVR, NICE Call Recording, SONUS Media Gateway, Cisco routers/switches, and CRM middleware. Managed corporate communications and developed training documentation.
• Both projects included project financials (Oracle), Change Management and SharePoint development.
• Process re-engineering project involved business analysis (BA), end-to-end process mapping, best practices definition, Quality Assurance (QA) efforts, and business continuity planning (BCP).
• Utilized Planview for project tracking.
• Successfully completed the analysis and conversion-process redefinition and re-engineering program within an expedited window, allowing for a smooth and successful follow-on conversion process.