SUMMARY

• Information Technology professional with over fifteen years of experience managing large - scale transformational programs and projects around Networks, Unified Communications, and Voice Systems. Experienced in governance, infrastructure, and IT Service Support/Service Delivery (ITSM).
• Extensive technical background implementing Cisco and Avaya IP Telephony/VoIP as well as replacing legacy TDM/PBX systems.
• Comprehensive experience with Technologies for the Financial Industry such as Turrets (IPC, Etrali, Syntegra), Voice Recording Systems (NICE, Cybertech), and Market Data & Etrading Connectivity. Knowledge of LAN/WAN technologies, Data Security, End-User Services, Process Implementation and Business and Technology Process Alignment.

TECHNICAL SKILLS

• Cisco/CUCM/Unity/Jabber
• Avaya CM 5.x
• IPC/BT/Etrali Turrets
• NICE
• Cybertech
• ARD/Hoots
• Market Data
• Etrading
• Trading Systems
• ITIL
• ITSM
• CCNA

PROFESSIONAL EXPERIENCE

Technology Program Manager

Confidential

Responsibilities:

• PMO/Americas: Program Manager responsible for managing the transformation of the pharmaceutical company’s Network and Unified Communications Infrastructure. This includes the management of the assessment process, procurement, and project management processes including corporate communications.
• Serving as technology integrator/SME for transformation projects around Networks Layer 2, Layer 3, Legacy PBX to Cisco IPT & Jabber Voice, and general Unified Communications integration with Email, Cellular, CTI, IVR, and Contact Centers.
• Implementing standard governance processes used in data gathering, testing/QA, change management, and infrastructure deployments.
• Managing the planning and execution of concurrent Network and IPT upgrades across multiple locations globally. Leading in a matrix and multi-cultural organization. Developing and maintaining professional relationships with site sponsors and stakeholders to drive project deliverables.

VP/Program Manager

Confidential

Responsibilities:

• Program Manager for the Americas (PMO). Acting as a subject matter expert (SME) in the areas of Telecommunications & IP-Telephony to successfully lead a team of +30 SMEs in charge of transforming the Bank’s legacy Voice Systems to a centralized Avaya IPT Unified Communications platform. This role includes analysis of requirements, data validation, Statement of Requirements to vendors, procurement, budget management, and overall Program and Project Governance and lifecycle management.
• Serving as technology integrator/infrastructure project manager for IP Telephony/Unified Communications & Contact Center deployments. This includes SDLC for Voice Applications and CTI, configuration of Avaya infrastructure, Avaya and Cisco TDM to IPT conversions, IPC Turret integration, Voice Recording Compliance, Network Provisioning, Firewall requirements, Cable & Data Center requirements, Carrier Provisioning, and Data Mining to meet and deliver End-user requirements.
• Managing the Program/Projects Communication Strategies, Command Center and NOC Support, as well as all technical Documentation for transition of projects to Operations Management.
• Lead for End User Services within a Global Command Center structure. Supporting CIB & Private Wealth Management globally via follow-the-sun model working closely with EMEA, UK, APAC to quickly identify and solve incidents Sev1-Sev3 incidents.
• Acting as liaison between stakeholders to facilitate communication, expedite information services, and deliver project awareness. Acting as business relationship manager to gather requirements and manage end-user expectations.
• Accountable for the successful completion of IP Telephony/Infrastructure Program and Projects Management using PMI and ITIL/ITSM processes including Change, Release, Configuration, and Problem Management. Establish, communicate, and enforce project governance guidelines that are required within the bank’s Global Technology Environment.
• Managing human and communications aspect of program/project life cycle including PM selection and on-boarding, PM training, stakeholder communication including corporate communication strategies applied regionally. Managing relationships with internal and external support groups and stakeholders.

VP/Trading End-User Services Manager

Confidential

Responsibilities:

• Managed EUS personnel across multiple sites responsible for trading floor end-user technology. Served as US IT Operation Service Manager for ITIL Processes including Incident/Problem Management, Configuration Management, Release Management, and Change Management in support of Trading Operations in accordance with best practices. Cultivated business relationships to improve customer service.
• Managed Windows and Unix-based technologies. Managed Market Data Service delivery of financial systems such as Bloomberg, Reuters, Thomson, Facset, and many other Market Data/eTrading applications across several US Trading Floors.
• Improved service to the Trading operations by implementing a Help Desk specific for the trading environment. This improved incident resolution times, availability of trading desktops, laptops, and software.
• Accelerated the packaging, testing, and distribution of Market Data and eTrading applications. Adapted, implemented, and controlled software distribution via Tivoli tools.
• Centralized trading floor support for all US branches via Help Desk. Implemented a follow-the-sun support model to be aligned with Pacific, Central, and Eastern hours
• Acted as Technical/Business liaison. Conducted triaging with other IT groups such as Server Management, Networking, Security Administration, and Telecommunications to deliver technical solutions and services across Fixed Income and Equities environments.
• Project Manager for infrastructure changes to the Financial Environment including PBX Systems upgrades, IPC/Turret/Trade Floor expansions, NICE Logger replacements, and Telecommunications/WAN upgrades which included upgrade to bandwidth between sites, private line conversions from copper to digital, and other operations projects.

Telecommunications/ Market Data Manager

Confidential

Responsibilities:

• Served in a leadership position managing IT managers, vendors, and customer support processes & functions including software/hardware procurement, inventories, budgets, contracts, vendors, and help desk/call center strategies. Collected and analyzed metrics for all Telecom, Market Data, and Desktop service delivery to maintain and improve service quality.
• Established problem lifecycle management processes via help desk tools including call-centers, incident/problem ticketing system, dispatching, time tracking, and client interaction.
• Observed SEC internal control policies including retrieval, storage, and reporting for the compliance of voice/data services.
• Provided Quality Assurance by implementing departmental procedures and process re-evaluation. Managed data/equipment integrity controls for confidentiality and security strategies. Performed periodic organizational analysis and change management protocols.
• Provided operational management of voice systems including Nortel/Avaya PBX Network, Etrali Turrets, Voice Loggers, WAN, and circuitry. Performed capacity planning, system integrity checks, availability, and service continuity for the telephony systems, financial systems, carrier services, and desktop services across multiple geographical environments.
• Forecasted engineering requirements and support strategies for voice and data services delivered to the Chicago Board of Trade (CBOT), Chicago Merchant Exchange, and the Kansas City Futures Exchange.
• Acted as a vendor relationship manager with duties of negotiations and contract management for market data, local and long distance services, WAN circuitry, and Telecom/LAN equipment.
• Project Manager for all infrastructure changes pertaining to telephony (Call Loggers, PBXs, Call Pilot Voice Mails), market data, desktop, eTrading, and LAN systems.
• Formulated and implemented release management process including testing, certification, and deployment of OTC financial software packages, i.e., Bloomberg, Reuters, Thomson Financial, CQG, Telerate, and numerous other Windows based applications.
• Budget and projection management for Telecom/Market Data/desktop services. Cost/value analysis and approval for all telecommunication and market data invoices.
• Regulated cost-allocation databases for Market Data/Telecom/Desktop charge-backs; Provided IT financial reporting and forecasting for operational services including wireless, private lines, WAN, and call accounting systems for telephone usage. Renegotiated telecom, market data, equipment, and outsourced support contracts.
• Authored and implemented IT Operational Level Agreements (OLA) and Customer Based-Service Level Agreements (SLA) in support of business strategies.
• Managed staff of 16+, ratified personnel time-tracking, performance appraisals, project governance, IT training, and staff development.

Project Manager/Telecommunications

Confidential

Responsibilities:

• Project Manager and Voice Trading System engineering. Expanded TF from 180 to 220 positions and 220 to 280 positions. Provided new office infrastructure design, telephony engineering, call flows, implementation, testing, and user training.
• Managed technical teams across multiple sites. Maintained system integrity for several Siemens/ROLM 9751 PBX systems, voice mail, IVR, call accounting systems, and Hicom Trading System with 500 turrets.
• Provided network engineering for telephony system implementation including Least Cost Routing, MAC, signaling protocols, capacity and network planning, traffic analysis and other system requirements.

Telecommunications Manager

Confidential

Responsibilities:

• Managed telephony system for a call center environment. Programmed a Siemens PBX, ACD system, and digital announcers. Provided administration to multiple 800-number programs and internal telecom infrastructure for a 24/7 operations.
• Implemented and managed control metrics for call center agents including productivity reports, agent response time, monitoring, and performance reviews.
• Administered life cycle of all pharmaceutical marketing programs including ordering, provisioning, programming and CTI (Computer Telephony Integration).