SUMMARY:

• An experienced technical results hands - on professional, with a successful record of accomplishments. I have managed multiple projects as a technology delivery resource and project manager. Analyzed business requirements and capacity needs and advised on latest technology trends. My experience has encompassed all the layers of how a voice/data network has become data centric including storage, application specific or business recovery. Have excellent technical problem solving skills. My experience includes Microsoft applications - Project, SharePoint, Excel, Visio, Outlook and Access.

PROFESSIONAL EXPERIENCE:

Confidential - Charlotte, NC

Project Manager

• Manage development projects with enhancements on contact center telephony including Genesys routing, Nice recording, VoIP, IVR and voice mail.
• E-commerce and IVR development efforts for call centers on the leading edge of video interaction tools.
• Using Technology Project Methodology, interfacing with Line of Business and technology group stakeholders.

Windstream - Matthews, NC

Project Manager

• Manage the implementation of bandwidth for point to point and multi-location circuit based customer orders. Serve as single point of contact to the customer, internal groups and vendors through all phases of project delivery.
• Execute the project according to plan. Monitor the progress of the project and make adjustments as necessary to ensure a successful completion in a timely manner. Help develop process improvements.
• Create templates, files and maintain project updates/status to ensure all project information is appropriately documented. Update all stakeholders internally and external. Persist in resolving issues that could affect a successful project.

Confidential -Charlotte, NC

Project Manager/Implementation Engineer

• Voice implementations program from TDM to VoIP phones with Cisco and Avaya Contact Center solution. Managed decommission of legacy Nortel and Avaya PBX’s including analysis of call detail/trunk utilization reports. Met with lines of business, internal technology teams and vendors to review data, create work schedules and complete Project Milestones. Added, removed and modified telecommunications servers on the bank network with SME’s. Responsible for input and scheduling of change requests in Maximo and Remedy applications. As the IE we brought experience with technical aspects of the voice and contact center environment. Created requests for hardware, site inventories and tracked project expenditures.

Confidential - Charlotte, NC

Project Manager/Consultant

• Management of an Interactive Intelligence Communications as a Service (CaaS) for a contact center with IVR for routing calls with skillsets. This project entails a site that is in the process of closing in another state and into a new contact center in Charlotte, NC. The site is using MPLS circuits to communicate to 2 data centers. Toll free numbers need to route to correct personnel in the contact center for supply chain. And to dispatch technicians that service healthcare equipment through a designed call flow. Reviewed all telecom bills and recovered costs on un-used circuits and services.

Confidential - Charlotte, NC

Project Manager/Consultant

• Project detailing Data and Voice infrastructure at client sites ( Confidential ) for delivering new up to date hardware to replace network and server equipment that is near End of Life.
• Network equipment from Avaya Contact Center, Cisco, HP and other network infrastructure that include firewall, load balancing and testing equipment at their lab center were upgraded. Upgraded older 6500 series routers to 6500E and other Cisco EOL routers/switches to newer models at their data centers.

Confidential - Charlotte, NC

Program Consultant, Treasury Voice Channel Fulfillment

• Had several roles including manager of AAS Production Support for Treasury large corporate clients at contact centers across the United States that used Avaya Contact Centers. ACM’s and other associated servers went into a data centric platform.
• Managed the deployment and transformation of legacy voice and other data applications from onsite infrastructure to data centric data centers with less total hardware footprint. Projects focused on moving legacy voice and data from local sites to a data center environment. Moves of applications included new build outs in data centers.
• Working with the IT personnel at separate network layers such as storage, database and server administration to achieve improved performance, services, productivity and reduce costs. Advised and helped with NICE installations, transition to data centric VMware solution. Familiar with Nice Hub and Spoke Architecture, loggers, servers and applications.
• Responsible for Change Management in Maximo and meetings for the Treasury Contact centers that used a VRU platform, Avaya VoIP Contact Center, NICE recording, WFM changes and other features including Chat and Virtual Hold in the ecommerce domain. Used Call Manager on Avaya and also understand Avaya VoIP deployment architecture.
• Managed server remediation for development, testing, pre-production and production projects. Managed server inventory as part of CRM system that included reporting.
• Service delivery of adjunct projects, creating Business Requirements Documents and working with Service Delivery Management to meet Milestones. Facilitated and negotiated with outside vendors to achieve project goals on schedule. Used Clarity for tracking hours.
• Used DMAIC project management methodology with contact center development group.

Confidential - Charlotte, NC

Project Manager

• IPC Consultant for a project that added Cisco phones to trading floors.
• Reviewed data from IPC turret configuration (UNIX system) for a smooth transition of certain hunt groups to add new Cisco phones. Assisted with testing on site during release weekends. Experience with Microsoft suite including Project, SharePoint and Visio.
• Responsible for coordination of deliverables to replace the legacy voice equipment to VoIP network. Recommended and advised on alternate solutions. Used WBS methodology.
• Traveled to sites before release to analyze and validate current infrastructure and any special configurations. Manage, controlled and scheduled work as a team effort.

Confidential - Charlotte, NC

Project Manager

• Plan, coordinate and scheduled the facilities needs in regards to telecom and data projects.
• Manage MAC schedules with internal IT groups, Telco Carriers, General Contractors, electricians and cable installation vendors. Retrieved Nice recordings and sent to managers.
• Project management of video conferencing installations, used data connections for speed.
• Provided guidance on IT facilities and IT projects to reduce bandwidth costs.
• Coordinated Call Center moves from existing site to a new site and assisted with profile build for different groups. Worked with vendor Project Managers during expansion of facilities.

Confidential - Charlotte, NC

Technology Services Manager

• Promoted to Assistant VP, managing personnel at all locations for Securities and Capital Management trading floors across cities in the USA and internationally. Mentored my personnel and provided guidance in developing their technical skills with proper training.
• Managed a team of professionals on maintaining all network continuity and escalation at trading floors with over 1,700 securities personnel. Handled billing and audits of telecom circuit costs, projects and ongoing service. Saved thousands of dollars on Telco, IPC, Nice recording and other peripheral equipment contracts.
• Managed projects and budgets. Consulted with business partners to define requirements. Defined a series of pro-active morning routines for staff to clear issues before start of day.
• Responsible for having team keep all hardware and software for all applications up to date.
• Had created routines for my team to analyzed traffic reports and log data with focus on savings and process improvement. Developed procedures to purge data on a monthly basis.
• Created and documented Business Continuity Plans for the trading floors voice operations.
• Established centralization of voice recording backups and storage of conversations to our data warehouse to ensure compliance, availability, and ease of retrieval. Experienced in developing network strategies with other internal departments.
• Handled and ensured the project management, coordination, status reporting and stability of the project work efforts. Ensures detailed schedules have been developed and communicated.
• Understand VoIP topology with knowledge of MPLS, voice and network infrastructure.

Confidential - Charlotte, NC

Senior Network Engineer

• Promoted with responsibility for maintenance, operations, and on demand service of IPC Trader turret systems including NICE recording, IVR design and other server applications. Managed the NICE upgrades and storage capabilities.
• Project management and engineering on installations of several new trading floors in USA.
• Supported Trading Floor Voice MAC activity for IPC Alliance Turrets, Lines, and Circuits, and Nortel Meridian SL-100 and Meridian 1 PBX systems. Call Pilot voice mail service.
• Estimated bandwidth requirements for all trading floor voice needs and maintained SLA agreements with carriers. Estimated data storage for all call recordings to a data center.
• The IPC system is a specialized trading floor voice switch that operates as a huge call center with logins for traders, special routing to different business units and reports on user stats.
• Recognized and rewarded for recovery of over 3,200 ports on the First Union PBX system in Uptown Charlotte. Costs to recover this port count in excess of over $600,000 savings.
• Provided information to customers on telephone system features. Furnish solutions for call routing and handling of call center incoming calls, operations and reports on Nortel systems.
• Performed PBX switch maintenance and operations routines. This included daily and weekly procedures & diagnostics on voice circuits. Including training of staff.