SUMMARY

• Over 5+ years of project management experience.
• Over 10 years of managerial and supervisory experience.
• Assisted in development of project plans using associated project planning tools, which included work plans, schedules, milestones, critical paths and detailed tasks.
• Experience being responsible for driving standardized project management methodologies, governance, methods, and tools in support of our IT initiatives.
• Adept at working on multiple complex projects and prioritizing deliverables to meet aggressive deadlines; interacting with various levels of management; and establishing and maintaining on - going business relationships.
• Experience managing individual projects, defining project scope and objectives, assigning tasks, developing and maintaining project schedules, managing a cross-functional project team, adhering to project deadlines, and effective communicating to appropriate management, executives and stakeholders.
• “Results-driven leader” adept at creating the vision and "getting the job done".
• “Managed and Mentored” input based on past experiences and expertise to complete and accomplish company set goals.
• 3-5 years experience in Managed Services for contact center technologies. Migration experience (from premise telephony platforms to centralized 7-10 years in contact center technologies (ACD, IVR, CTI, Call Routing, Call Recording, Workforce Management, Reporting)
• IVR/ACD design including building routing tables, skills-based routing, and report generation.
• Firm believer in “leading by example” to my peers and colleagues.
• Experience in data center backup and disaster recovery.
• Experience using Nagios and Cacti network monitoring tools.
• Strong voice networking design and architectural background in technologies such as PBX's, voicemail systems, automatic call distributors, trunk design, local and long distance services and associated tariffs.
• High degree of technical depth at enabling high complexity enterprise infrastructures) with Telecommunication protocols/signaling, Telecommunication Hardware, and communication lines/Services (VOIP, DS3, DS1, SIP, SONET, etc.).
• Productive team-oriented problem solver with excellent analytical, interpersonal, planning, and coordinating skills; a high degree of initiative and ability to work independently and follow-through on assignments.
• Great team leader as well as a great team player.

TECHNICAL SKILLS

Proficient in: MS Windows 95/98/2000/XP Pro/Vista/Windows 7, Microsoft BPOS and Office 365, Macintosh OS X; Microsoft MS Office Suite, MS Word 95/97/2000/XP Pro, MS Excel 97/2000/XP Pro, MS PowerPoint, MS Access, MS Project, Microsoft Hyper-V, Visio, OTRS, Clarify, Remedy, HP Openview, VMware, SAN Technology, Network Administration, IBM Blade Center, Active Directory/Exchange Configuration, DNS, Help Desk Design and Databases, Strategic and Tactical Planning, IBM AS400, Avaya VOIP, Nortel PBX, Call Pilot, Call Tower, Sun Solaris Servers, Avaya Voice Messaging, Rolm/Siemens PBX, Cisco UC500, Dell 19xx, 21xx, 4xxx Servers, Aspect ACD, HP Servers, Periphonics IVR, Avaya IVR, Contact Center Design and Deployment

PERSONAL QUALITIES: Personable, Positive Attitude, Astute, Quick Learner, Prompt, Detailed-Oriented, Results-Oriented, Results-Driven, Leadership Qualities, Decision-Maker, Problem Solver, Enthusiastic, Innovator, Analytical, Achiever, Confident And Capable, Multi-Tasking, Strong Work Ethic, Professionalism, Highly Motivated, Think Outside Of The Box, See The Big Picture, Get Along With Others, Courteous, Punctual, Very Adaptable, Pay Attention To Detail, Resourceful, Insightful, Ability To Work Within And Accomplish Deadlines, Organizational Skills, Very Hard Worker, Excellent Verbal And Written Communication Skills.

PROFESSIONAL EXPERIENCE

Confidential - Palo Alto, CA

Sales Engineer

Responsibilities:

• Responsible for development and delivery of product demonstrations
• Able to respond to functional and technical elements of RFIs/RFPs.
• Meet with potential clients and review their IT needs and develop strategies and product offerings which address their requirements based on factors such as budgets, existing technologies, business objectives, and scalability.
• Conduct technical presentations utilizing presentation skills and desktop tools (Visio, Power point, Excel) and demonstrate how a product meets client needs.
• Search for new clients who might benefit from company products or services and maximize client potential.
• Develop long-term relationships with clients through managing and interpreting their requirements.
• Persuade clients that a product or service best satisfies their needs in terms of quality, price and delivery.
• Support marketing activities by attending trade shows, conferences and other marketing events to promote products or to learn about industry developments.
• Collaborate with sales teams to understand customer requirements, to promote the sale of company products, and to provide sales support (pre-sales and post-sales).
• Sell products requiring extensive technical expertise and support for installation and use.
• Presentation skills and desktop tools (Visio, Power point, Excel).
• Participate in certification training from business partners such as IBM, Microsoft, EMC, Cisco, Avaya, Symantec, VMware, HP, and Dell.

Confidential - San Francisco, CA

Data Center Supervisor

Responsibilities:

• Duties included: Ensuring all daily functions were completed accurately and efficiently according to established schedules; Ensuring proper problem resolution and escalation procedures were followed; Ensuring that all Help Desk tickets were acknowledged and addressed in accordance to established SLA’s.
• Accountability included assessing projects for cost of development, deployment, maintenance, availability of resources, and degree of risk.
• Monitored project milestones and critical dates to identify potential jeopardy of project schedule.
• Developed and documented data center disaster recovery procedures.
• Assigned, coordinated work and established schedules for all Data Center activities.
• Conducted staff performance evaluations, training and development, goal settings, and determined project objectives.
• Developed procedure playbook for technical staff in a data center environment, including customer response metrics, procedures for systems upgrades on Windows, Linux, and Unix platforms, and established cabling infrastructure standards and associated documentation.
• Analyzed project specifications, risk management, resource allocation, budgeting, test plans, and deployment.
• Primary point of contact (customer facing and accountable) relative to internal customers and external customers.
• Served as a point of escalation and resource for the Telecom team members and end users.
• Implemented VMware in a data center environment resulting in over $80K in net savings on equipment/environmental costs.
• Planned and managed project to consolidate data center cabling infrastructure from 80% CAT5e to 55% CAT5e by deploying a fiber backbone resulting in cost savings of $70K.
• Project Manager and active participant in all major cabling installation projects.

Confidential - San Francisco, CA

Sales Manager

Responsibilities:

• Responsible for customer sales, customer retention, merchandising, and POS batch processing.
• Supervised a staff of 8 sales associates and administrative staff by establishing and tracking sales goals, promotions and ad campaigns, and customer service.
• Consistently exceeded annual sales quota of $1M.
• Trained and mentored staff in sales techniques, product knowledge, and customer satisfaction.
• Developed and expanded customer base to generated repeat business and provided exemplary customer service while ensuring customer satisfaction.
• Ensured that the store achieved or exceeded sales plan and profitability targets.
• Ensured that the highest levels of customer service, satisfaction, and integrity are being delivered on a continual basis.
• Organizational Support included: Following policies and procedures; Completion administrative tasks correctly and on time; Supporting organization's goals and values; Supported affirmative action and respecting diversity.
• Ensured that all administrative processes related to sales are accurate and completed on time.
• Stimulated and set goals for a team-oriented culture while providing exemplary customer service and satisfaction.

Confidential - Fremont, CA

Telecommunications Manager

Responsibilities:

• Responsible for: PBX systems, Voice Mail, Call Management Servers, CTI, Call Recording, IVR, Witness Call recording, VoIP technologies, Cell Phones, PDAs and Carrier Services.
• Developed and managed project plans and budgets for assigned projects, identifying tasks, deliverable dates, and resources.
• Implemented call center help desk for the corporate IT department.
• Implemented VOIP technology running on Cisco/Avaya platform.
• Assessed variances from the project plan, gathered metrics, developed and implemented changes as necessary to ensure that the project remained within specified scope and was within time, cost and quality objectives.
• Lead a team of telecommunications technicians, engineers, and vendors, who designed, installed, supported, and maintained in-house communications systems globally with PBX's and call center systems.
• Ensured immediate responsiveness to critical Telecom outages on a 24x7 basis as “on-call” point of escalation.
• Acted as an extensive technical resource to staff with regard to all telecommunication systems; negotiated and managed all telecommunication agreements; and ensured structured cabling best practice standards were followed.
• Conducted operational analysis to determine what changes needed to be made to improve the call centers workflow processes.
• Developed and implemented a voice/data communications disaster recovery plan for a 150 node campus.
• Audit telecom invoices to ensure all services are still necessary.
• Identified potential areas of costs savings in Telecommunications area through right-sizing of usage plans, removal of unneeded services, and other potential areas.

Confidential - San Jose, CA

Manager-Communications Services

Responsibilities:

• Worked closely with Legal, Contracts, Billing, Vendors, Network Engineers, Department heads and project teams to ensure the overall ordering, implementation and documentation for the entire project life-cycle process including user acceptance testing and sign-off.
• Organized the interdepartmental activities as well as worked with various vendors ensuring completion of the project was on schedule and within budget.
• Managed a multi-disciplinary team of IT professionals responsible for supporting the corporate communications infrastructure with an annual budget $13M.
• Evaluated and selected hardware and software solutions for the corporate communications infrastructure.
• Managed vendors including contract negotiations, SLA’s, and RFPs as well as developed and established strong relationships with service providers.
• Established help desk SLA’s in both customer in user communities and developed SLA’s for managing vendors in a multi-vendor, multi-discipline environment.
• Developed and implemented full-cycle project plans including project definition, deliverables, budgeting, risk analysis, meeting minutes and correspondences, implementation, documentation, training and support.
• Negotiated and renegotiated service contracts to maintain budget objectives.
• Management of a Global Telecommunications network consisting of PBX's, Call Center systems, and other related communications systems located in over 70 countries.
• Planned and implemented VPN access on a global scale.
• Implemented video conferencing network utilizing Cisco and Polycom Telepresence technologies on a global scale on time and within budgets.
• Designated central point of contact for Internal and external escalations on communications operational issues.
• Directed the daily duties and responsibilities of the Call Center Customer Service Representatives; responsible for the hiring, training and managing of customer service team members.

Confidential - San Francisco, CA

Telecommunications Manager

Responsibilities:

• Monitored project milestones and critical dates to identify potential jeopardy of project schedule.
• Responsible for driving standardized project management methodologies, governance, methods, and tools in support of our IT initiatives.
• Developed and managed budget of $5M annually for communications services including remote access, PBX/Voice messaging, IVR applications, audio video conferencing, and wireless communications.
• Experience defining scope, managing timelines, and monitoring capital controls to ensure on-time delivery of network infrastructure.
• Conducted employee development and management including interviewing, hiring, and training employees, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Negotiated contracts and coordinated provisioning of voice/data circuits; ensured smooth connectivity for Telephony systems.
• Facilitated planning for new, existing or relocation of offices.
• Establish total cost of ownership policy corporate-wide for IT services reducing costs by 12% annually.
• Implemented and managed remote access platform throughout the company.
• Responsible for telecommunications planning and budgeting.
• Exhibited managerial and technical expertise in telephony systems, effective equipment allocation, software and Utility coordination.
• Ensured that all project team members had the tools and training required to perform effectively.
• Emergency planned to deal with catastrophic events.

Confidential - San Francisco

Sales Engineer

Responsibilities:

• Developed strategies to maximize market potential, take advantage of promotions, new product introductions, competitor weaknesses, and customer receptivity for new technology applications.
• Met and exceeded individual sales plans with a strong focus on the execution of activities focused on client development and providing a high level of customer service.
• Embedded with client base to identify and promote new business opportunities.
• Responsible for reporting sales information on the business to company management, as well as performing specific projects and tasks requested by company management.
• Recommend product and service enhancements to competitive advantage.
• Proven ability to execute long and short term sales strategies while fostering an environment of exceptional customer service.
• Identified market opportunities and implemented action plans for meeting sales forecasts.
• Kept up to date with new technologies and products as well as properly utilized all technical tools to enhance productivity and maximize efficiencies.
• Participated in trade shows and special traffic building events and promotions.
• Exceeded annual sales and profitability expectations with afocus on client development.
• Execute long and short term sales strategies while reaching company set goals.

Confidential - Oakland, CA

Telecommunications Analyst

Responsibilities:

• Assigned to Northern California Headquarters.
• IT liaison between Headquarters and two assigned medical centers, charged with the strict adherence to JCHO standards in the IT environment.
• Planned, coordinated, and implemented telecommunications upgrades including PBX/voicemail, trunk deployment, dialing plans, and ACD routing.
• Lead a team of technicians, vendors, architects, and contractors on the design and build-out of a new medical office building.
• Planned and coordinated the implementation and upgrades of PIMS (Pharmacy Information Management System).
• Provided the database design, implementation, and documentation for Telephony, Messaging, and other future solutions.
• Worked collaboratively with the Information Systems Department, Clinical Departments and Sections, in addition to other Departments as necessary in problem solving issues related to telecommunications.
• Served as central point of contact for clients to determine the status of operational systems while ensuring client satisfaction.
• Fiscal responsibility for Telecommunications capital and operating budget as it relates to upgrades within scope.
• Interfaced with management and C-level executives during the discovery, analysis, and recommendation of solutions.
• Duties included (but was not limited to): telecommunications installation and integration, data communications systems, WANS/LANS, and computer based systems which included telecommunications systems design and development, including associated hardware and software.

Confidential - Novato, CA

Telecommunications Analyst

Responsibilities:

• Assigned to various projects at IBM, Apple Computer, and Symantec.
• Assisted with strategic, operational, and technology related services including the database design, analysis, recommendations, implementation and emergency support for Enterprise Voice Network & Voice Systems.
• Responsible for adding removing and changing user accounts in Avaya, Siemens, Cisco and Nortel telephone, voicemail and call accounting systems.
• Performed first-level assistance to subscribers requesting new or changes to network connections.
• Provided the database design, implementation, and documentation for Telephony, Messaging, and other future solutions.
• Analyzed telecommunication bills, performed usage audits and made cost saving recommendations.
• Responsible for leading and assembling a project team, assigning and monitoring the work of team members and providing guidance and leadership.
• Provide ongoing development of employee training on all telecommunication platforms.
• Provided input into designing strategies for alignment with business unit goals and objectives.
• Worked with the project team to resolve production and integrity issues as well as coordinated effective efforts.
• Acted in a project management capacity leading a team through full IT solution delivery.