PROFESSIONAL EXPERIENCE

Confidential

Senior Telecom Planning Analyst

Responsibilities:

• Supports Cisco VoIP initiatives and Centrex systems for all YNHHS locations
• Designs solutions to meet the needs of customers and utilizes a consulting style approach to council customers on how to best use available telecom products and services to support their business needs
• Create project documentation, conduct Project Kick - Off meetings, and provide weekly updates to internal and external customers
• Provide coordination of internal and external resources to ensure successful installation implementations and post cutover support
• Engage Voice and Network architecture engineers to provide applicable network diagrams
• Provide professional consultation on hardware, software, and network solutions to effectively meet the customer's business needs
• Train employees from traditional PBX to IP technology
• Port numbers from carriers and cable companies to SIP

Confidential

DIRECTOR VOICE

Responsibilities:

• Supports Cisco VoIP initiatives for all YNHHS locations
• Designs solutions to meet the needs of customers and utilizes a consulting style approach to advise customers on how to best use available telecom products and services to support their business needs
• Create project documentation and conduct Project Kick-Off meetings
• Provide coordination of internal and external resources to ensure a successful installation implementation and post cutover support
• Engage Voice and Network architecture engineers to provide applicable network diagrams
• Provide professional consultation on hardware, software, and network solutions to effectively meet the customer's business needs

Confidential

Project Manager

Responsibilities:

• Responsible for the deployment of Unified Communication Solutions and Services including data and voice/telephony systems, unified communications and associated presence/collaboration applications, contact center applications, data networking, and the complete portfolio of applications and services
• Provide project/program support for national and international projects
• Utilize system tools for project tracking, project reporting, labor reporting, and monitoring project performance
• Provide effective direction in identifying objectives, establishing plans/milestones and success criteria, monitoring teams progress, managing risk, and successfully delivering the desired results
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion

Confidential, Milford, CT

DIRECTOR Telecommunications

Responsibilities:

• Responsible for the implementation, support, and upgrades of global VoIP, UC, Contact Centers, Video, and legacy TDM PBX vendors and products in North America, South America, Europe, and Asia
• Manage network support, documentation, and ensure process controls are maintained for 40 over global locations
• Implement MPLS, collapse and consolidate Internet services, high bandwidth Ethernet, Metro Ethernet, and SIP connectivity for converged voice, data and video
• Provide cost effective network and voice solutions with telecom carriers
• Implement global dialing plans
• Manage service providers to strict SLA’s
• Strong background in Unified Communications technologies integrating best of breed vendors
• Responsible for the implementation and support global Cisco and Polycom HD video conferencing systems including video bridge, desktop video, and video recording
• Responsible for the deployment and support of in-house audio conferencing and outsource audio conferencing
• Monitor revenue commitments with vendors and review invoices for accuracy and reconcile discrepancies
• Create annual Telecommunications capital and expense budgets and monitor YTD spend
• Negotiate contracts and validate terms and tasks with IT, internal customers, and vendors
• Review project requests with stakeholders, prioritize requirements, and review with executive teams
• Significantly reduce Telecommunications budget through innovative carrier services, audits, and contract negotiations
• Provide leadership with outsource service providers and key metrics to ensure optimum performance
• Responsible for asset management, inventory, telecommunications, and new technology initiatives

Confidential, Trumbull, CT

Manager Telecommunications

Responsibilities:

• Plan, manage, and deploy the migration of 4,000 endpoints to Cisco VoIP at corporate HQ and over 30 field offices
• Convert selected sites from Avaya TDM to VoIP
• Responsible for the support of legacy Avaya and Contact Centers
• Collaborate with Facilities, IT, carriers, vendors, and sub-contractors installing 20-30 field offices per year
• Implemented abbreviated dialing plans
• Manage weekly technical review meetings with segment Directors and business analysts. Report reactive issues, (Incident management and Problem management) and proactive issues, (Change Control, Service Level Agreements), and focus on overall process improvements.
• Analyze and implement IVR and CTI solutions to support our Customer Care Centers for Advanced Inbound and Outbound to improve customer satisfaction and reduce costs
• Strong vendor management experience and leadership. Led major project initiatives including CTI, IVR development and testing, VoIP deployment and issue logs, and carrier contact center solutions
• Strategic thinker who understands the value of communicating and collaborating with the business and IT to analyze current systems and network architecture to provide cost effective solutions
• Extensive experience purchasing equipment, creating project timelines, and installing hardware/software on-time and within budget
• Provide strong leadership to resolve system outages and point of contact for escalations
• Plan and manage enterprise telco conversions
• Strong background in contract negotiations
• Create Business cases for project initiatives, summary of benefits, financial analysis, and risk factors.

Confidential, Shelton, CT

Director Telecommunications

Responsibilities:

• Responsible for enterprise conversion to Siemens telephony systems, Aspect Contact Centers, and Rockwell Contact Centers for over 2,000 contact center agents
• Liaison to the business in order to provide telephony and call center strategies for improving productivity and recommendations for new technology.
• Manage outsource voice and contact center vendors for special projects
• Responsible for the project life cycle new Telecom initiatives. Utilize a variety of project management tools including Microsoft Project to track costs and timelines
• Provide strong leadership to resolve system outages and point of contact for escalations
• Provide strong vendor management for telecom platforms
• Create Business cases for project initiatives, summary of benefits, financial analysis, and risk factors

Manager telecommuncations

Responsibilities:

• Implement enterprise conversion of PBX systems
• Manage service providers to strict SLA’s
• Managed quarterly stewardships meetings with key vendors to review annual commitment and vendor performance
• Provide annual goals to support IT initiatives
• Communicate and collaborate with IT, stakeholders, and vendors
• Deploy carrier advanced toll free call routing features using AT&T Route It for Call Centers