SUMMARY

Secure a position that would best utilize my extensive Business, Communications, Information Technology and Project Management experience.

IT Program / Project Management:

• Confidential Present Senior Global IT Project Manager, Architecture, Design and Projects
• Senior Global Project Manager responsible for all Design and Build aspects on deploying SAP Contact Center application. Contact centers integrated to support multiple communications channels. Namely, voice and email routing, CTI , Chat, SAP CRM and SIP trunk technology enablement. Responsible for all aspects of the service design and delivery that includes determination of TCO, budget development, contract negotiations, managed service evaluation, technology oversight and vendor management.
• As technology Project Manager, directed global production pilots designed to evaluate the features, functionality and serviceability of the SAP Contact Center application. Managed the global Production pilot to evaluate SAP Contact Center's features and operational capabilities from both a business and IT perspective. Tasks included but were not limited to the development of a business case and managed the analysis of collected financial data in order to project future TCO. In addition, was responsible for developing the desired global service support model and selection criteria used to evaluate and select the production service provider.
• Current IT Global Service Manager for Global Inside Sales Marketing Contact Centers. Mainly responsible for managing the deployment and operations of the Verint Actionable Intelligence Data systems and services that include but are not limited to PBX design, call routing, call and screen recording, quality monitoring and analytics. Oversee all aspects of the service that includes budget development, contract negotiations and vendor management.
• Directed a global project tasked with evaluating IP Call Center technologies with the purpose of developing the future strategy for SAP. Soft-phones, Unified Communications, IVR, mobility technologies, and SAP CRM integration are some of the areas in which I am directly responsible.
• Directed a CRM technology field trial and integration of Genesys middleware with SAP CRM for SAP Call centers in Europe and the United States. Prior to installation, I was responsible for creating and executing the development and deployment test plans used for testing all application features and functionality.
• Responsible for the IT infrastructure build of SAP America's new Headquarters award winning building, including a world class Data Center, at the Newtown Square, Pa. campus. Directly managed all aspects of the project from solution design, budget preparation, RFP creation and bid process to implementation and testing of all inside and outside plant cabling infrastructure as well as related voice and data network applications. This project required a unique talent for understanding complex business and IT challenges, and knowing how to resolve them.

Technology Engineering:

Confidential

Senior IT Project Architect Consultant

• Wrote the testing criteria and project plan used to analyze the functionality of Voice over IP technologies. Conducted comprehensive testing of Cisco's Call Manager, Avaya's IP600 and Siemens HiPath 3000 and 4000 systems, documented results and presented my findings to executive management. My findings were the foundation for outlining the enterprises future technology roadmap.
• Managed the global Production pilot to evaluate SAP Contact Center's features and operational capabilities from both a business and IT perspective. Tasks included development of the business case and managed the analysis of collected financial data in order to project future TCO.
• Lead engineer responsible for the analysis of soft phone and Unified Communications products from Microsoft and Siemens for the America's region of SAP. Duties included working as the liaison between the vendor and respective internal SAP IT groups that included Desktop support and Enterprise Network Services. In this role I was tasked with ensuring consistency in the test environment was maintained and accurate feedback was provided between all groups including the end user focus group. Status reports and presentations were also required for executive management.

TECHNICAL SKILLS

• SAP Contact Center V7
• Verint Ultra Quality Management Solutions
• Siemens VoIP PBX, voicemail hardware, software design and maintenance
• Telecommunications carrier engineering and trouble shooting E1,T1, T3, CSU/DSU, IP Telephony gateways, SIP, Multiplexers etc.
• Contact Center application design and build
• IVR Blueprinting, design, build and optimization
• Microsoft Office Excel, Power point, Project, Visio and Word
• SAP Business Communications Management Contact Center administration, system design

EXPERIENCE

Confidential

Senior IT Project Manager

• Clearly identify and communicate strategic progress, as compared to plan, to executive management
• Ensure technology strategy is aligned with the business requirements by conducting planning sessions with various Lines of Business LOB's .
• Participate in negotiations as required by the Global Purchasing Organization and Legal.
• Responsible for Business Case development, implementation and analysis of global services.
• Global Project Manager Architecture, Design Project and Projects
• Conduct ongoing product and service evaluations to identify strengths and shortcomings. Present findings with recommendations to executive management.
• Identify innovative technologies and or process modifications that may result in significant operational cost savings.
• Manage the design, testing and deployment of SAP Business Communications Management, SAP CRM, Chat and CTI application software for Call Centers.

Confidential

Lead Customer Engineer National International Accounts

• Team/Project leader for International and National Accounts technical support teams.
• Managed global technology platform refresh of communications systems
• Directed testing and deployment of communications software applications which included but were not limited to global call center technologies, voicemail networking and data communications interfaces.

Confidential

Team Lead Customer Engineer National Accounts

• Responsible for technical support of National Accounts
• Provided second level technical support for internal IBM corporate communications helpdesk responsible for servicing the Eastern U.S.
• Worked as the primary backup for the manager of the IBM internal helpdesk

Confidential

Installation and Service technician

• Planned and executed PBX system design and implementations
• Responsible for troubleshooting and repairing all service related issues