SUMMARY:

• Project Management Professional, ITIL certified, with a highly successful track record in planning, organizing and directing large technical projects through integrated process life cycles with a focus on Cisco Contact Center - UCCE/IPT.
• 15 plus years experience in developing project specifications, objectives, goals definition, team staffing, process control, quality assurance and project status reporting.
• Experienced in reading contractual language and translating to expected requirements and deliverables.
• Experienced in facilitating technical understanding and coordinating technical activities related to multiple client solutions.
• Experienced in prioritization and allocation of work service requests for technical resources.
• Experienced in Change Management cycles and provide adequate visibility internally and externally.
• Experienced in Management of the overall transition from delivery engagements to Managed Service clients.
• Experienced in direct contact with mid and senior level executives to provide technical expertise and project status.
• Experienced in transition of small, medium, Large projects utilizing multi-vendor staff, contractors, client resources to hit targeted project dates.
• Experience in weekly status reports for stakeholders.
• Experience in financial reporting dashboards providing project financial status to stakeholders.
• Experienced in design and definition of metrics used to indicate level of business case benefits.
• 10 + years experience knowledge of Cisco UCCE/CVP technologies Cisco UCM, Unity, ICM, IPT, Cisco Hardware, Calabrio, MPLS, wireless, SONET, Microwave, ATM, Frame Relay, VoIP.
• 15+ years of Project Management and Service Delivery Management experience.
• Experience as a consultant constant and trusted adviser in Managed Services.
• Experienced producing functional and or technical design deliverables
• Proficient in Microsoft Word, Excel, PowerPoint, Visio and Microsoft Project

PROFESSIONAL EXPERIENCE:

Confidential

Senior Technical Project Manager

Responsibilities:

• Lead multinational teams to domestically and globally migrate multiple PBX platforms to a single Cisco Unified Contact Center platform for large domestic and international companies.I specialized in the planning, designing and migration phases or implementing corporate network platforms to Cisco Unified Contact Center, Calabrio and eGain functionality.

Principal Technical Project Manager

Confidential

Responsibilities:

• Technical Project manager specializing in implementations and migrations of Cisco Unified Contact Center Solutions. Managed comprehensive network deployments to ensure infrastructure systems are integrated efficiently with corporate CRM, ERP, and financial and business systems, as well as custom or proprietary applications and environments.
• Handled the implementation, deployment, and upgrades of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Voice Portal (CVP).
• Led initiatives which included applications such as Web and eMail Routing integrated into contact centers. Led projects with IVR, Speech Solutions, Voice User Interface (VUI) Design, Call Flow, and Grammar Design with a primary focus on IVR Platform Installation. Worked as a Gold Partner with Cisco Systems on Voice over IP (VoIP) networks including properly configured gateways, routers, and application servers.

Confidential

Senior Global Service Relationship Manager

Responsibilities:

• Project managed the implementation and migration of customer’s global hardware and software networks.
• I was part of the pre- and post- sales team which dealt with provisioning and design of customer specific network solutions using various technologies such as MPLS, Cisco (software and hardware), Wireless, Frame Relay, Microwave, and VoIP.
• I have extensive experience with vendor management, customs, and managing 3rd parties agencies in the US, Latin America, Asia Pac, Canada, and Europe.
• I had control of the overall day to day client relationship which included managing the Quality Assurance and Customer Service aspects of the client relationship.
• Managed multiple complex large scale projects simultaneously within a given budget and timeframe.
• Led multiple mobility roll outs for mobile devices and wireless devices both internally and externally within our customer base.

Confidential

Technical Service Manager

Responsibilities:

• Responsible for project managing implementations and migrations for customers globally and nationally.
• Led escalations for all data, voice and IP services. Duties performed: Overseeing Frame Relay, ATM, SONET, DS3 and various other service implementations from start to finish.
• Facilitated high level escalations internally and externally with various vendors and local exchange carriers.
• Project managing installs and disconnects between switch sites and local exchange carriers. Provide network performance and productivity reports for global and corporate accounts.
• Designed and implemented network solutions to provide optimum usage for customer’s data, voice, and IP services.

Confidential

Technical Applications Consultant

Responsibilities:

• Responsible for implementing, supporting, and troubleshooting all voice and data applications.
• Designed and implemented the Confidential and Confidential to align with the Confidential network.
• Worked with customers that employ SONET architecture.
• Primary customer contact from sale to project completion.
• Ongoing maintenance of customer networks.
• Troubleshooting customer network problems until resolution.
• Organize vendors as needed. Assisting in the network designs/applications of customer locations.
• Perform monthly service reviews..

Sales Account Manager

Confidential

Responsibilities:

• Responsible for obtaining and developing new accounts in order to provide advantages to company and our customers.
• Research and locate potential Confidential customers.
• Meet with potential customers to evaluate their needs.
• Provide a variety of business solutions to help potential customers expand their business through effective telecommunications advantages.
• Primary customer contact from the sale to project completion.
• Provide service reviews w/customer as needed.
• Inputting of orders and making sure that accounts are cut over properly.
• Maintain knowledge of products and services in order to increase my productivity for my customers and Confidential .

Confidential

Senior Account Manager

Responsibilities:

• Responsible for managing a team of eight sales representatives and their accounts.
• Training members of my team on the latest IBM and MAC compatible hardware and software products.
• Ongoing maintenance of customer accounts.
• Organize vendor and customer meeting as needed.
• Assisting in the computer network design and application in order to keep accounts up and running. Perform monthly employee reviews.