PROFESSIONAL SUMMARY:

• Infrastructure Project Manager - Program Manager - Project Director - Change Manager - Incident Management
• Reduced project backlog by half - Completed 10M project in less than scheduled time
• Improved 10 stalled projects by setting schedule and defining objectives and drove to completion - Achieved the migration of 900 network routes from server to cloud in less than 18 months to save several million in vendor contracts
• Upgraded networking infrastructure and migrated 100 locations to new data center network. Initiated and led a 4 engineer production team to support an aggressive server implementation .
• I am an experienced professional Infrastructure Project Manager with a long track record of building and migrating infrastructure in all areas of a data center or call center. I focus on getting things actually built and communicating with everyone involved.
• That equipment and circuits are installed; that router and data arrays are upgraded; that networks and data are migrated. If you want your infrastructure project in your data center or call center built and completed give me a call.
• Recent Infrastructure Projects:
• Program Manager and experienced Project Manager for enterprise level infrastructure, Data Center and Call Center projects in the financial, public safety, retail, medical, and biotech industries. Excellent at working with both engineers, management, vendors and, business units to develop a workable project plan and schedule. Vendor management. Strong technical background in operations and infrastructure projects.
• Produce technical milestones, a trackable deployment schedule and define resources needed by meeting with business and engineering teams.
• Experienced working with and establishing communications with business units, management, vendors and stakeholders to develop project requirements, focus the scope, and give structure to the project.
• Translate technical project parameters into understandable business requirements.
• Deliver succinct updates to management and recommendations for project improvement.
• Initiate and lead teams to complete projects on time, improve operations, and reduce backlog.
• Project range: migration of network routers, IP voice switches, cloud based IVR servers, Fiber optic switching, Cisco core upgrades, Network traffic routes and tunnels, MPLS network ASAM port implementation, wireless deployments, data arrays, firewall upgrades, cloud migration, SAN switch implementation, applications, data remediation and migration, change control and incident management, software development, NICE voice recording deployments, RF distribution and circuit provisioning, IPC trading turret consoles and Call Center upgrades, coordinate with vendors and Service providers .

COMPUTER SKILLS:

VUI and IVR Call Routing design, Unix and Putty programming of IVRs, Excel, Visio, HP Service Manager, Remedy, Avaya, Confidential, Siemens, HDS Data Migration, working on CAPM .

PROFESSIONAL EXPERIENCE:

INFRASTRUCTURE PROJECT MANAGER

Confidential

Responsibilities:

• From a list of 150 locations upgraded networking infrastructure, replaced OSP and internal cabling, and migrated locations to new network.
• Met and coordinated with network engineering team, vendors, carriers and senior management.
• Reported to director and VP regularly on progress and issues encountered.
• Resolved network tunneling issue encountered by meeting with IBM vendor, architects and engineers to design and implement building new tunnels and migrating old routes to accommodate new network architecture between data centers.
• Met with Network Engineers to redesign network routing to provide DR back up routing for new carriers on network.
• Planned vendor upgrade schedule, coordinated with local managers, network engineers and carrier teams, verified equipment staging and managed migration bridges for each locations.

DATA CENTER SENIOR PROJECT MANAGER

Confidential

Responsibilities:

• Managed the implementations, upgrades, migrations, scheduled redesign of data center and call center systems including Genesys, NetApps, Confidential, Virtual machines, data storage, IVR and agent call distribution.
• Reviewed and implemented design and MOP plans in partnership with the engineers and business units.
• Fiber optic switch and server CPU implementation; Cisco IP telephony upgrades; NetApps storage, shelf and drive installation; vMotion migration of 73 VMs to new SSD arrays; upgrading Genesys Tservers; upgrading and implementing new Confidential WFM servers in new contact center build-outs;
• Empirix Data Center load testing by 13,000 concurrent calls; Intradiem data warehouse deployment; NICE call recording and Gigamon upgrades; Opstel integration to Confidential 8.2; IVR queue and routing deployment; updating and tightening firewall security.
• Able to reduce the number of critical incidents in the data center during implementation to almost zero by careful oversight of design changes and documentation.

PROJECT MANAGER

Confidential

Responsibilities:

• Managed the customer requirements gathering as well as the project scoping and bidding process between two world class vendors for a new collaboration tool solution that included Cisco WebEx, Jabber, Spark, TelePresence and audio conferencing for 10, 000 Confidential employees.
• Ran and coordinated meetings and the bidding process with the two vendors, West/ InterCall and Dimension Data/ Arkadin.
• Met with engineering, the collaboration tools team, and business users to define business needs, features, and final design. Worked closely with the contracts department from Leon, France, in defining terms and pricing for the two competing bids up to and during the final RFP bidding week. Met with vendors and Confidential negotiating team to ensure requirements and vendor pricing were fulfilled.
• Developed a migration plan to implement move for 10,000 employees from the company shared drive to the cloud based One Drive. Met with engineers and coding teams to develop an automated enrollment process for adoption of One Drive.

PROGRAM MANAGER

Confidential

Responsibilities:

• Reduced a 65 project backlog to 30 infrastucture projects in less than 6 months.
• Revived 10 stalled projects, added project scope and timelines, and successfully completed within 6 months. Reported progress regularly to directors and VP of Operations.
• The projects, based in 14 data centers, covered networking infrastructure, storage, back-up, OS, Application Engineering, Cloud data migrations, Wireless deployment, firewall upgrades, process documentation, VPN System upgrade, of operations support engineers, Unix, Windows, DRaaS Monitoring software deployment, Security, Operations Support, VoIP, remediation and Active Directory.
• Managed Services and Infrastructure Projects worked on included Cisco CM voice system deployment, wireless system replacement, firewall OS upgrade and hardware replacement, Qualys Vulnerability Remediation, MPLS network migration, DRaaS Security monitoring software installation, VPN access upgrade, Cloud client migration, Virtualization OS and Firmware upgrade, and data migration.

PROJECT MANAGER

Confidential

Responsibilities:

• Completed 12 data storage, migration and infrastructure projects for multiple customers.
• Ran meetings with vendors, customer, resources, and staff, and reported project progress to all stakeholders.
• Projects involved data storage array installation, data center infrastructure upgrading, data migration, remediation, SAN switch implementation, application installation, migration control server installation, testing, data collection and metrics reporting in data center environments for both open system and mainframe systems.

IMPLEMENTATION PROJECT MANAGER

Confidential

Responsibilities:

• Completed projects for Fortune 500 and government customers and implemented their call flows into Confidential.
• Designed and programmed in visual user interface and to create call flows and IVR plans according to client requirements.
• Designed and programmed speech recognition, text to speech and call recording applications.
• Collaborated with customers to develop call flows, use of text-to-speech and speech-to-text tools and scripting into VCC using Studio design tool. Tested customer call flows, isolated defects and route congestion, remediated call flows.
• Trained customers to develop and test newly scripted call flows in VCC with Studio scripting tool.

VUI/IVR DESIGN ENGINEER

Confidential

Responsibilities:

• Analyzed VUI, IVR and CTI system coding to confirm they accurately reflect the business requirements of the Confidential Global Wealth clients for both banking and brokerage.
• Worked with business units, developers and Data team to ensure full development of business requirements into tested call flow documents.
• Functional testing of IVR, CTI and routing scripts that are moving into production to detect defects. Isolate and list defects with remediation and corrections.
• Wrote SRS system specs for call route documentation. Prepared call scripts for coding, UAT testing, and moving into the production environment.
• Contributed to data team and other bank business units to ensure that all data APIs were transferred between bank units and platforms correctly.

IMPLEMENTATION ENGINEER

Confidential

Responsibilities:

• Led and completed the implementation of a Dodd-Frank NICE call recording initiative for multiple Confidential locations to meet a tight regulatory timeline before the end of the year. Successfully installed infrastructure equipment in data centers in the US, Europe and Asia.
• Coordinated work of vendors, firewall team, remote access, equipment deployment, data center access and coordination, business partner interfacing and led the deployment calls on the scheduled roll-out dates.

PROJECT MANAGER

Confidential

Responsibilities:

• Met with vendors to coordinate circuit provisioning; scheduled with change control managers, data center infrastructure build outs, equipment installs, fiber shelf cut-ins, IXIA circuit readiness testing and lab pilot tests. Assessed CenturyLink's storage and bandwidth capacity and ability to handle Confidential 's data needs.
• Identified and isolated carrier capacity issues and initiated a capacity increase of 30%.
• Migrated 24,000 telecom long distance accounts and 100 circuits for an annual savings of $1.5M.
• Responsible for designing NICE storage and capacity tracking system for 155 NICE loggers over 50 locations handling 30,000 agents on both TDM and VoIP systems. Regularly updated management and team leads on system capacity and storage.
• Responsible for migrating or upgrading the design of NICE voice call recording servers in data centers in Winston-Salem NC, Philadelphia, Concord CA, and Charlotte NC. Upgraded systems from older 8.9 to the newer NICE 3.2 Perform operating system. Responsible for arranging agent, team and management updates.

CALL CENTER ENGINEER

Confidential

Responsibilities:

• Migrate 7000 seat, 3-location legacy Confidential call centers to new Avaya platform in Confidential data centers. Document call routing and system capacity and work with engineers and platform managers on system upgrades, build-outs as well as trunk and ancillary system migrations to the new Avaya system.
• Trouble shooting of Cisco core and Cisco HDS (Historical Data Server) to assess storage issues and to recover lost data during system wide outage. Through server administrator and storage analysis was able to locate lost data source and start reconstruction of lost coding.
• Took over operation of 70 VRU and Speech servers in 2 call center locations for new vendor operations team. Responsible for the operation and design of new call routes and IVR plans.

CALL CENTER VOICE ANALYST

Confidential

Responsibilities:

• Managed the deployment and installation of a new 230 agent call center for remote agents. Worked with team members in California, Boston and Denmark to roll out system.
• Actively supported 300 seat staffed call center and a 50 seat remote agent call center and all redesign of VUI and IVR plans.

TELECOMMUNICATIONS CALL ROUTING PROJECT MANAGER

Confidential

Responsibilities:

• Responsible for the migrating of K call routing scripts and toll-free numbers from the legacy InterVoice IVR to new TellMe IP-based VRU (similar to Genesys).
• Call volume of Toll Free Numbers involved almost half a million calls a month.
• Project span of 18 months. Developed and designed IVR to IVR migration plans to move 800 toll-free numbers from a total pool of 3800 toll-free numbers.
• Coordinated the migration with managers in other departments.
• Using the proprietary Confidential GUI, “Lancelot”, redesigned and programmed IVR/VUI call routes migrating Toll Free Number from the InterVoice IVR to the TellMe IVR; moved the changes from the Integration environment to Acceptance and into Production by scheduled Change Windows and Controls.