SUMMARY:

A seasoned professional with a proven track record in managing implementation and application development projects for complex Contact Center, Voice Mail, IVR and Computer Telephony Integration (CTI) solutions. Excellent verbal, written, presentation, team building, and customer management skills. Proven success at managing mission critical projects to completion - on time, on budget, and within scope. A resourceful problem solver with a proven ability to bring quick resolution to challenging situations as well as building lasting relationships with vendors and customers. 40 years of experience in professional services project management of Cisco and Symposium Contact Center upgrades and new implementations, manufacturing, training, documentation, research and development.

PROFESSIONAL SKILLS:

Operating Systems: Windows 3.x, Windows 95, Windows 98, Windows ME, Windows NT, Windows 2000, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 2010, Linux, Unix, MAC OS 8, MAC OS 9, MAC OS 10, MS-DOS 1.x to 6.x, Novell

Databases: Sybase, Oracle, MySQL, SQL, Informix, MS Access

Tools: Software Development Life Cycle (SDLC) & Waterfall Project Management Methodologies. MS Project, Planview, ChangePoint, MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Communicator, Share Point, Livelink, MS Publisher, MS Visio, MS TAPI API, MS TAPI Service Providers, Lotus Notes, Group Wise, Novell TSAPI API, Internet Explorer, MS Edge, Netscape, Mozilla Firefox, Google, Yahoo, Lightwave Builder, Yahoo Instant Messenger, MSN Instant Messenger, VoIP, SIP, Java Runtime Environment 1.6, Genesys Platform SDK 7.6, FTP, Telnet, SNMP, TCP/IP, Ethernet, Token Ring, FDDI

Training and Course Development: Conducted Technical Training classes and developed technical courseware materials and quick reference guides for 12 years. Technical Courses were taught in every state in the United States and included content such as Meridian 1 Opt 11-81 installation, configuration/data-fill and maintenance. Also taught courses on T1, ISDN BRI, PRI, Voicemail, Norstar, Symposium Contact Center, Symposium Agent, and Symposium TAPI Service Provider.

WORK EXPERIENCE:

Sr. Project Manager

Confidential, Minneapolis, MN

Responsibilities:

• Managed a $400k project to plan, design, and implement the expansion of an existing Cisco Contact Center Enterprise (UCCE 11) solution to add automated Cisco Outbound Dialing, List and Campaign Management, Screen Pops and centralized reporting functionality. Successfully managed a team of badged resources and external partner/vendor resources to provide business/technical consulting, application consulting, system architecture, and integration design of all eGain VIM
• Acqueon, and Cisco products associated with this Unified Contact Center Enterprise engagement.
• Managed the implementation of a $1.2M Cisco Unified Contact Center Enterprise (UCCE) 9.0 and Cisco Unified Communication VoIP system including the deployment of 5000+ phones across 70+ sites in North America and Latin America. This deployment used over 25 badged employees and three vendors including Aceyus for reporting, Verint for call and screen recording, and Virtual Hold for call backs. The project used SAP Integration to do data dips and screen pops of SAP data into Cisco’s CTIOS.
• Managed the deployment of Cisco Unified Communications Manager, Cisco Unity Connection Messaging, and Cisco Unified Contact Center Enterprise upgrade to release 10.0 including a data network migration. This project was highly successful and came in on time and under budget for the lab upgrade and production upgrade.
• Managed a $307k Cisco Unified Contact Center Enterprise release 8.5 implementation project for a large hospital with a deployment of 190 contact center agents, redundant CVP Call/Media/VXML servers, redundant Cisco Unified Sip Proxy VXML Gateways, redundant UCCE Router and UCCE Logger residing on the same platform.
• The Cisco Agent Desktop (CAD) wrap up code application was designed and programmed to capture wrap up codes, specifically, for outbound calls for the Central Scheduling team at the hospital. The Central Scheduling Department required this feature in order to report, and manage their agents; and also categorize the outbound calls appropriately.
• The project came in on time and on budget.
• Managed a $255k implementation of Cisco Unified Communications and Cisco Unified Contact Center Enterprise at a large motorcycle manufacturer that included 3 branch offices networked together.

Environment : Avaya, Aspect, and Cisco Call Manger, Cisco Unified Contact Center Enterprise, Cisco Contact Center Express, Cisco Unity Connection, Genesys Call Routing & Call Sharing, and Aspect eWorkforce Management, Call Copy recording, and Acqueon Outbound, and eGain reporting Applications, Inova Reader Boards, CHAMP Application, Java-based Soft Phone with Genesys ICM, CCIVR System. Implementation used Waterfall Project Management Methodologies, Planview, ChangePoint, MS Project & Project Tracker.

Confidential, MN

Project Manager

Responsibilities:

• Managed Implementation of all data warehouse releases, increments and fix packs migrating data from various databases and systems.
• Managed data warehouse project release calendar and the overlap of multiple releases in various phases of design, development, testing and installation in order to avoid environmental and resource collisions.

Environment : Data warehouse systems, source code and integrated layer requiring migration of data from various systems.

Confidential, Minneapolis, MN

Project Manager

Responsibilities:

• Managed a $1.5M project to Genesys-enable 4 regional contact centers whose switching infrastructure included Avaya, Aspect and Cisco Call Manager.
• Also managed the implementation of a new Aspect Workforce Management System and Verint Quality Monitoring System.
• Managed the activities of over 30 business and IT team members; providing voice communications services to four call centers in four different states.
• Implemented an Aspect eWorkforce Management system and Genesys call routing across four Brokerage contact centers totaling over 500 agents.
• Managed significant up-front and ongoing planning, status management and reporting, budget management and forecasting, requirements documentation preparation, design, and implementation across multiple business and technology teams in multiple locations across all 4 U.S. time zones.
• Managed the design, development, testing and deployment of Genesys Call Routing Rules, eWorkforce management, a new soft phone and integration with an IVR system and a desktop application for agent productivity.
• Engaged and managed external contractors

Environment : Multiple telephone systems including Avaya, Aspect, and Cisco Call Manger. Genesys Call Routing & Call Sharing, Aspect eWorkforce Management Application, Inova Reader Boards, CHAMP Application, Java-based Soft Phone with Genesys ICM, CCIVR System. Implementation used Waterfall Project Management Methodologies, Planview and MS Project & Project Tracker.

Confidential, Minneapolis, MN

Packaged Applications Manager

Responsibilities:

• Led a team of four project managers and nine implementation specialists responsible for installing, configuring and testing new Contact Center and Self Service IVR packaged applications according to customer requirements. These packaged applications generated over $3M in revenue for Confidential in 2008/2009.
• Each project was initiated by taking some basic specifications concerning how each client wanted their software configured, including how they wanted calls and voice mails handled and how the user interface was to be setup to maximize their business activities and productivity. The projects are very fast paced and resulted in thousands of dollars of deliverables in just a few weeks.
• Assembled my teams rapidly to respond to client requests. Requests were formed into requirements and a team of developers was mobilized to customize the software on demand. I prepared detailed schedules and monitored these schedules very carefully. The projects were very iterative and at times mirrored many of the concepts from an agile software development life cycle (SDLC) environment. Longer projects used the waterfall methodology.
• Led staff to deploy Unified Messaging 2000 (UM2k) voice mail systems at mission critical customer sites such as Computer Science Corporation, the Pentagon and Social Security Administration offices across North America via Voice Over IP (VoIP) and SIP technology. The team migrated over 45,000 mailboxes from over 100 customer sites for these three customers. The UM2k systems were connected to either a CS2100 or CS1000 switch via SIP. The software license and services revenue generated for Confidential for these three customers alone totaled approximately $2M.
• Coordinated the development of project documentation deliverable templates to save time and implementation costs. Developed quote tools and Statement of Work Language for new implementation service offerings. Established pricing for Packaged Applications and worked with marketing to prepare sales presentations, sales playbooks, Return on Investment (ROI) Tools etc. to drive sales. Coordinated setup of Packaged Application demos globally.

Environment: Unified Messaging 2000 Application, CS1000 and CS2100 VoIP Telephone Systems, Sun Solaris-based IVR System, Windows 95/2000, TCP/IP, SNMP Alarm Monitoring, Oracle, Sybase, SQL, MS Windows NT, MS Windows 2000, Windows 95. An early iterative development cycle, Agile or Waterfall approach to project management was used depending on the length of the project, budget, product being implemented and customer needs.

Readiness Manager

Confidential

Responsibilities:

• Led core PSO readiness initiatives globally as it related to the introduction of new products including Contact Center 6.0, Contact Recording and Quality Monitoring, Symposium Web Center Portal, and Communication Control Toolkit (CCT) 5.0/6.0.
• Marketed Professional Services business operations and service offerings for new products.
• Mentored Confidential 's Professional Services staff and managed upgrade of all labs to accommodate new products.
• Developed new service descriptions, statements of work, quote tools and document templates including MS Project Templates.
• Established pricing for all new implementation services.
• Implemented a cost savings of $50,000 + from preparation of quote tools and documentation templates.
• Assisted in management of projects generating approximately $5M in revenue annually for implementation service delivery of the new products above.

Environment: Meridian 1 Option 21-81C, Meridian SL-100, CS100, CS2100, Symposium Call Center Server, Contact Center 6 Application, Sybase, SQL, Periphonics IVR, Verint Call Recording System, MS TAPI API, MS TAPI Service Provider, Symposium Agent Application, MS Windows NT, MS Windows 95, MS Windows 2000, CCT Toolkit, and MS Project. A Waterfall approach to project management was used and aligned with Confidential ’s new product introduction process.

Senior Project Manager

Confidential

Responsibilities:

• Managed a facility, lab and a team of 5 consultants and solution architects to implement Call Center solutions that generated approximately $1M in revenue annually while ensuring the customer's business needs were met on time and within budget.
• Managed a $300k Implementation of Cisco Unified Contact Center Enterprise (UCCE) with CTIOS and screen pops. Also managed a Symposium Contact Center implementation that included network screen pops in a contact center with Confidential M1, Periphonics IVR HW and SW and Xeris SW. Custom Inter-switch router software from Confidential PSO was used to facilitate the screen pops.
• Managed implementation of a Video Contact Center for a company that offered communication and translation services for the Deaf with 50+ agents and 10+ Supervisors.
• Managed an implementation of a 90 seat State Government Call Center that included. Confidential MSL-100 and ACD, Periphonics IVR and SCCS skills based routing and Confidential Networks CTI Screen Pops.

Environment: Meridian 1 Option 21-81C, Meridian SL-100, CS100, CS2100, Symposium Call Center Server, Contact Center 6 Application, Sybase, SQL, Periphonics IVR, Verint Call Recording System, MS TAPI API, MS TAPI Service Provider, Symposium Agent Application, MS Windows NT, MS Windows 95, MS Windows 2000, CCT Toolkit, and MS Project. An early iterative development cycle or waterfall approach to project management was used depending on the length of the project, budget and customer needs.

Senior Manager

Confidential

Responsibilities:

• Managed a Research and Development (R&D) budget of $1.5 to $3M per year from 1998 to 2001 to develop Computer Telephony Integration (CTI) software. Software products included Symposium TAPI SP for M1, Symposium Agent and ICM TAPI Driver which were all sold for years and are currently in production in hundreds of customer's businesses and working with dozens of different applications on Microsoft Windows desktops worldwide.
• Managed an R&D lab and a team of up to 33 software developers and testers to design, develop and verify the operation of CTI software including Symposium Agent and Symposium TAPI Server.
• Collaborated with Professional Services to beta trial newly developed software.
• Managed resolution of all reported defects from customer support.

Environment: Meridian 1 Option 21-81C, Meridian SL-100, CS100, CS2100, Symposium Call Center Server, Sybase, SQL, MS TAPI API, MS TAPI Service Provider, Symposium Agent Application, MS Windows NT, MS Windows 95, MS Windows 2000, and MS Project. A Waterfall approach to project management was used and aligned with Confidential ’s new introduction process.