EXPERIENCE SUMMARY:

I am an assertive & proficient Project Manager and Solutions Engineer with experience in Mobility, Contact Center, IVR, IoT & Cloud systems. During my 20 - year career I strived to create clarity and provide leadership & direction to projects while being resourceful to the team. I’ve had the opportunity to lead programs using best practice methodologies to create project plans that fit the stakeholders and sponsor needs and delivered on desired outcomes.

SKILLS:

• ITIL testing
• SOA Architecture
• Account Management
• Internet Of Things (m2m) Services
• Nuance Suite (TTS, NVP)
• Microsoft Server Suite
• Cloud Computing

TECHNICAL SKILLS:

Mac OSX/9/7.5, Windows 2003 Server / 7, 2000, NetWare, VAX/VMS, Linux

C++, Java Script, VB Script, ASP, HTML, XML (Voice XML), GrammarXML (GrXML).

GSM, GPRS, CDMA, EDGE, HSPA, LTE, SMPP

SIP, H.323, TAPI, Cisco Call Manager

802.11x Networks, WAN, LAN, WLANs, Microsoft Networking, TCP/IP, IVR’s: Genesys, VoiceGenie, Nuance Voice Platform, Confidential Aura Experience Portal (AAEP)

PROFESSIONAL EXPERIENCE:

Project Manager, Network & Business Systems

Confidential

Responsibilities:

• Utilized Project Management and case management skills while being responsible for establishing various single & multi-site technical designs.
• Implementations include seven (7) redundant sites worldwide with rollout in 9 languages over 6-month project cycle.
• Subject Matter Expert (SME) for outbound dialer and callback assist across cross-functional teams, and acted as a key contributor in complex/critical environments, working as a source of technical expertise to others.
• Explained difficult concepts to a variety of audiences and ensure meaning was understood.

Technologies used: Microsoft Team Foundation Server, Nuance Insights for IVR

Senior Consultant

Confidential

Responsibilities:

• Utilized Project Management and case management skills while being responsible for establishing various single & multi-site technical architecture designs for Confidential Callback Assist and Proactive-Outreach Manager at Confidential companies.
• Implementations include seven (7) redundant sites worldwide with rollout in 9 languages over 6-month project cycle.
• Managed Enterprise Clients and worked with Confidential ’s Premium support team to resolve issues.
• Organized day-to-day operational and tactical aspects of multiple customer implementations and escalations; effectively communicated plans, progress and status both internally and to client organizations
• Implement, troubleshoot and supported Confidential ’s IVR and call center software solutions in a wide array of configurations and customer environments both remotely and on-site.
• Responsible for designing call center applications, Creating courseware upon project completion and provide troubleshooting & resolution for complex implementation issues within project plan and client strategy.
• Prioritized issues effectively and met tight deadlines designing & delivering automated solutions with teams from Buenos Aires, Dalian, and Bangalore using Agile PM methodologies.

Mobility Practice Leader

Confidential, St Paul, MN

Responsibilities:

• Profit & Loss responsibility for defining & growing mobile line of business with 4 direct reports.
• Served as strategic thought leader to clients & colleagues in m2m, mobile app, device & policy management arenas
• Developed client proposals & worked in closing client engagement opportunities
• Provide ongoing user support and training programs for the Salesforce.com application
• Administrator functions such as user management, profile configuration, mobile configuration, data management, report and dashboard development, etc.
• Pull and push data to Salesforce.com using data loader solutions.

National Manager

Confidential

Responsibilities:

• Responsible for launching 100+ MVNO partners on Rogers m2m Cloud platform over 1st 6 months. Led sales overviews to top-tier enterprise prospects & customers.
• Built & maintained strategic relationships with Operator partner Heads-of-Sales, Sales Engineering & Operations teams.
• Trained & supported operator Marketing, Operations & Care teams to on-board new clients.
• Identified & built sales, marketing & development tools to help operator Sales teams grow sales pipeline & close deals.
• Worked with clients to conduct diagnostics and analysis on major strategic issues in operations improvement, sales effectiveness, channel strategy and product development.
• Led workshops with senior industry executives to help create a roadmap for solving their complex issues
• Led strategic transformation programs that included digital transformation, BSS/OSS transformation and telecoms operations improvement programs.

Technical Channel Manager

Confidential

Responsibilities:

• Consistently exceeded sales targets.
• Built a variety of process flow tools & materials that assisted implementation & support teams to respond to customer & prospect requests.
• Responsible for technical validity and interoperability of RIM’s Unified Communication solutions with many TDM & IP/PBX’s and IVR’s at customer sites & working towards reducing sales cycle.

Sr. Sales Engineer

Confidential

Responsibilities:

• Engaged in discovery exercises with customers in various industries to identify applications that have high value from a speech & process automation perspective.
• Worked with client organizations to build successful self-service solutions aimed at increasing call deflection while improving customer satisfaction.
• Created high-level and detailed design documentation, call flows, dialog and descriptions of automated voice applications using IVR and Speech Recognition solutions through Nuance & SpeechWorks.

Customer Solutions Manager

Confidential

Responsibilities:

• Responsible for driving design & pre-sales activities while managing a 5-member team, driving to deliver key automation applications to customers & build custom solutions for premier customers.
• Launched 15 customer go-lives: Order Status, Store Locator & Call Routing for Canada’s leading consumer electronics manufacturer.
• Designed IVR applications for Lottery, Store Locator, Banking, Directory Assistance & Survey.

Sales Engineer

Confidential

Responsibilities:

• Subject matter expert for Nuance Verifier; provided assistance with RFP responses, voice biometric presentations, etc. to other field technical sales personnel.
• Engaged in Discovery processes with customers & presenting high value speech applications with realistic & achievable ROI.
• Successfully performed installations & configurations of Nuance ASR, TTS and VoiceXML interpreter (VoiceWeb Server) in various tiered environments at customer locations.

eCommerce Analyst

Confidential

Responsibilities:

• Configured & installed Pivotal Relationship ’99 CRM at an Enterprise-360 solution center. Relationship 99 used Microsoft Exchange 5.5, SQL 7.0 and IIS 4.0 to sync customer db with both LAN & remote users.
• Installed Cisco IP telephony & call-manager service to a 350-user community at new site during 6 week period
• Part of a 5-member team responsible for rolling out Relationship-99 to 250 executive users across the US. The CRM software was rolled out within Confidential US in 3 weeks.
• Administered and maintained 6 Lotus Notes servers, providing messaging & document management services to 2100 users.