SUMMARY

• Seasoned Telecom and IT leader seeking Telecom leadership role.
• BSBA Graduate with over 17 years of global experience in Enterprise and Contact Center Telecom, IT procurement, Sourcing, Purchasing, Implementations and Operations working with vendors such as AVAYA, Cisco, Nortel, NEC, Genesys, Verint, Witness, NICE, AT T, Verizon, Qwest, Level3, Global Crossing and various other product vendors and network providers.
• Executive leadership experience managing global Contact Center and Trading Floor teams for large banking and financial firms including AIG, Barclays Capital, CIBC, Goldman Sachs, Greenwich Capital, Bank of America, AIG and Credit Suisse as well as a host of other organizations including the Yankees and McKinsey Co.
• Highly successful track record in developing and managing P L, budgeting and measuring success criteria exceeding business requirements.
• Experienced in driving cost savings efforts by leveraging partner management strategies, contract negotiating expertise and creating and managing service level agreements SLA's .
• Extensive experience in Contact Center Strategy and Management building teams, tools and processes.
• Strong Technical background and proven track record in managing technology roadmaps and resources.
• A result oriented self-starter, customer centric, quality driven, fast learner and an efficient team player.

PROFESSIONAL experience

Confidential

Position: Assistant Director of Telecom, Contact Centers Managed Care Applications

Responsibilities:

• Responsible for Multi-Site 1000 agent contact center technology within the organization.
• Built strategic vision and executed on building out technology footprint, working with the business to ensure surpassing business requirements.
• Direct report responsibility, building team to support expanding business volumes. Team roles managed included, Architecture, Systems Engineering, Application Development, Telecom Engineering and Support, Business Analysts and Quality Assurance.
• Ensured best practice approach, provided and executed on findings or recommended changes to enable best of breed solutions.

Confidential

Position: Director of Global Telecom, Contact Centers and Projects

Responsibilities:

• Led team responsible for all Enterprise Telecommunications and Contact Center infrastructure operations, supporting over 2000 enterprise endpoints and 2000 agent seats. Changed team structure to ensure higher efficiencies and better support and coverage for end users. Was able to reduce open ticket count and escalations meeting management SLA objectives.
• Managed wireless carriers and contract renegotiations dropping loaded cost per device from 85 to 45.
• Constructed a more streamline approach to all telecom sourcing, operations, strategy, technology, budgeting, implementation and execution management. Cut costs by over 20 percent for all enterprise telecom and contact center facilities and built process to better manage facilities on a go forward basis.
• Acted as primary interface and relationship owner back into each line of business ensuring targets SLA's and business goals exceeded. Accomplished improving business relationships back to each technology function including networks and server teams.
• Built and executed roadmap to exceed business requirements. Solution elements included a new dual vendor MPLS network and new internal LAN/WAN infrastructure, Avaya Aura 8800CM FCE Primary core with ESS/LSP backups, AVAYA ONE-X, Aura Messaging, MNS, AVAYA IC and Kana e-mail, Avaya SIP/IP and TDM endpoints, NICE, Nuance, Outsource IVR, In-house/custom Cisco IVR, Cisco CVP, Cisco ICM/PG's, and Cisco Meeting Place. Carriers we leveraged for diversity included Verizon Business, Verizon Wireless, ATT, BT, France Telecom, XO and other various CLEC and local providers.
• Ran all RFP initiates for new business. Also led and exceeded business expectations for internal RFP to build out new real-time dynamic multichannel contact center including voice, email, chat and social media. Gathered and built business requirements, objectives and success criteria and worked with Gartner's recommended top vendors in space to run vendor selection and negotiation process.
• Managed DR and BCP planning and activities to ensure maximum flexibility with no business impact. Led effort to enact policy to ensure better ongoing management and exercising of plans to ensure BCP would always be available and able to be executed with minimal to no impact to business.

Confidential

Position: PMO Program Manager/Director Contact Center Professional Services Practice

Responsibilities:

• Leaded global VoIP program initiatives, strategies and processes pre and post sales for some of Avaya's top accounts such as Bank of America and AIG. I was AIG's Program Director for over 2 years funded by AIG . I led all services initiatives with AIG, having over 40 programs/projects running at any given time. I built the AVAYA services team around the business requirements AIG contracted with us to solve.
• Managed a global AVAYA PMO team providing leadership, direction, recommendations, lessons learned, risk mitigation, quality assessments, and executive summaries in order to more effectively manage new converged systems and technologies leveraging one centralized team, technology and process around the globe.
• Led the IBM and Lenovo contact center split when Lenovo bought IBM's PC division. Was able to successfully consolidate 9 global contact center sites in 6 months.
• Managed all services aspects of AIG's business for AVAYA. Responsible for services delivery revenue goals and ensuring AVAYA was able to support AIG as it went through the process of selling off assets and consolidating sites.
• Acted as mentor to Professional Services team members and also helped onboard and train new team members.

Confidential

Position: Director, Project Services PMO and Technology Center

Responsibilities:

• Managed the Technology Center team of 20 technical and management personnel Project Management, Professional Services, Field Engineering and Educational Services exceeding department objectives on system deployments.
• Restructured the team to better reflect the business needs, increasing efficiency with immediate results from 3 days for system turn up to 2 days , which enabled us to meet a 95 percent success rate on all projects previously 70 percent .
• Built ticket escalation processes from the ground up and managed the engineering interface in order to meet the Service Level Agreement SLA . New tickets opened were cut in half and open product bugs went from 50 to only 10 on average. MTTR Mean Time To Repair went from 5 days to 2.3 days.
• Constructed the foundation for the PMO office from beginning to the end, resulting in a 25 increase in project success, meaning our customer signed off on system per the planned cost and time.
• Designed a work flow system for centralization of action items by the PMO for quality control and a complete turnkey hand off for inter-departmental as well as other groups and organizations within Verint. This impacted our quality and increased customer satisfaction surveys from a score of 3.5 to over 4.5 out of a possible 5 .
• Revamped the training curriculum with new collateral, course offerings, catalogs, measurements, and certification programs. Built a business plan to bring in more margin and offerings.
• Implemented voice recording solutions for multiple platform integrations including Cisco UC and Avaya.

Confidential

Position: Senior Program Manager PMO /Account Manager

Responsibilities:

• Grew revenue over 50 percent on most accounts 12 million a year .
• Directed successful deployment and maintenance including database and routing support of equipment to ensure growth and stability within the network.
• Accomplished saving 5- 10 million by guiding projects away from black holes by educating the team and customer to potential risks.
• Successfully evaluated customer operations and provided solutions for hardware, software, support, training recommendations, and staffing for exponential growth.
• Streamlined processes to allow us to scale up to 20 percent without more headcount to allow customers to be more efficient with network rollouts, monitoring, and overall project implementations.
• Successfully evaluated customer operations and provided solutions for hardware, software, support, training recommendations, and staffing for exponential growth. Accomplished saving 5- 10 million by guiding projects away from black holes by educating the team and customer to potential risks.

Confidential

Position: Senior Project Manager/Team Leader

Responsibilities:

• Successfully built out over half of the company's revenue and minutes a million minutes a day by managing the key/special projects, including major RBOC implementations.
• Improved client relations by negotiating contacts successfully retaining all our customers.
• Developed training modules for all company disciplines in regards to processes and product.
• Assisted marketing in strategic planning of new product development and RFP's to potential clients.