SUMMARY

• Background in large scale enterprise telephony, multimedia contact centers, and CTI, both domestic and international.
• Broad and deep technical knowledge spanning multiple telephony and IT domains.
• TEMPEffective combination of technical / engineering expertise and business skills.
• Experience working with Fortune 500 clients, including C level and board level executives.
• Over 30 years experience in halping to define and implement solutions for organizations in many industries, including Automotive, Bio Technology, Construction, Entertainment, Financial Services, Healthcare, High Technology, Manufacturing, Pharmaceutical, Retail, Security, Software, Telecommunications, Transportation, Travel, Utilities, and the Public Sector.

PROFESSIONAL EXPERIENCE

Confidential

Principal

Responsibilities:

• Served as project specialist within Google's Customer Service Applications (CSA) team, where I supported various business initiatives across multiple lines of business, within their global contact centers. Provisioned multiple telephony systems to support global product launches, market expansions, and regulatory compliance projects. Provided second tier telephony application support in a complex, SIP based, global telephony environment dat spanned multiple vendors and supported numerous languages. Developed methodologies and tools to support consistent provisioning of Google's telephony systems. Mentored junior staff members. Audited and maintained documentation on various voice systems.
• Served as senior voice engineer in Apple's Global Voice Services team (GVS), providing liaison between GVS and various vendors, business units, and IS&T groups. Served as GVS technical design resource on cross - functional teams; analyzed business requirements and made technical recommendations dat were cost TEMPeffective, technically sound, and consistent with GNCS global architecture and roadmap. Program managed a portfolio of voice and other strategic projects; mitigated inter-project conflicts and dependencies and reported on the process, progress, and results to GVS management. Project managed small to global sized telephony initiatives. Mentored junior GVS staff. Negotiated and reviewed vendor SOWs. Ordered and provisioned various voice circuits including SONET rings, DS3s, PRI Trunks, SIP Trunks, and POTS lines. Ensured vendors SLAs were met on an ongoing basis, and full redundancy and diversity and building entrance, was maintained for all voice circuits. Ran weekly AT&T vendor status meeting. Represented GVS during annual global budgeting exercises. Prepared GVS level of effort (PLOE) and cost estimates for various business initiatives. Represented GVS in architecture meetings during the design of Apple's next generation global internal voice infrastructure. Developed multi-year phased implementation plan for migration from TDM to VOIP. Developed detailed plans for large complex moves of voice infrastructure to new campus environment. Supervised the perpetual expansion of the voice network to encompass new buildings and additional outsource vendor (OSV) locations and expansions. Participated in load testing of voice infrastructure as part of the annual global readiness exercises. Pioneered methods of identifying, quantifying, and mitigating issues affecting the music on hold (MOH) experience of Apple customers when calling Apple Call Centers and Retail stores. Worked with industry experts, engineers, and software developers, to conduct detailed analysis of issues affecting MOH in a complex multi-vendor VOIP environment. Developed methodology for the QA and global distribution of unified MOH media, across multiple systems and technologies. Managed the distribution of MOH media globally. Responded to executive level escalations of MOH and voice issues by Apple customers to the office of the CEO.
• Allergan - Served as Genesys subject matter expert. Contributed expertise to internal technology selection workshops. Reviewed vendor proposals and SOWs. Developed the global Genesys architecture and roadmap for the rollout of Genesys on Cisco CUCM to replace Nortel Symposium ACDs. Managed datacenter moves of Genesys servers. Managed the refresh of Genesys server hardware. Migrated Genesys physical servers to VMware. Upgraded Genesys 7.6 environment to Genesys 8.x. Migrated Allergan EMEIA contact centers from Nortel Symposium to Genesys multimedia contact center with voice, email, and fax channels. Assisted with the global Cisco CUCM deployment and the mitigation of various technical issues. Provided hands on first line Genesys support. Developed various Genesys enhancements, including a custom queue threshold strobe light integration and custom Nortel Symposium Host interface application. Trained Allergan staff on Genesys maintenance and procedures.
• HomEq - Served as subject matter expert on Nortel Periphonics Interactive Voice Response (IVR) systems. Trained HomEq staff on Periphonics IVR programming and methodology. Assisted in the development of various IVR enhancements and maintenance releases.
• California State Teachers Retirement System (CalSTRS) - Served as contact center subject matter expert during the build of the new CalSTRS headquarters building in Sacramento. Provided thought leadership and guidance on the contact center industry and technologies. Gathered requirements, and oversaw the vendor selection process for Contact Center systems. Provided input and review of vendor deliverables for Voice over Internet Protocol (VOIP), network, wireless, and RFID technologies and systems.
• Carlson Wagonlit Travel (CWT) - Served as a Senior Enterprise Architect where I assisted the enterprise architecture staff in identifying, collecting and organizing the various enterprise architecture standards used globally by CWT. Developed a common format for standards publication, and converted existing documents into a common Robohalp project for international standards publication in a variety of formats, including the CWT intranet.
• Toyota Motor Sales (TMS) - Served as the Cisco project manager for TMS. Managed the deployment of wireless infrastructure to over 1.6 million square feet of warehouse space in Toyota parts centers. Managed the activities of multiple vendors and Toyota staff. Developed wireless deployment methodology for Toyota.

Confidential

Principal Consultant,

Responsibilities:

• Pitney Bowes - Served as a principal consultant on the project where Pitney Bowes was upgrading from Siebel 6 to Siebel 7. Managed the CTI project from Scope through Deployment, where Concerto developed a customized CTI driver to integrate Concerto CTI middleware with Siebel 7 to deliver screen pops and soft phone capabilities to approximately 2000 agents in five call centers. Provided subject matter expertise and guidance in CTI and Contact Center best practices to the project team and Client Management.
• Neuberger Berman - Served as a principal consultant on the project where Neuberger Berman was implementing Aspect eContact Suite version 5. Developed customized interfaces to Aspect eContact Suite for real time agent status and statistics, and parsing of email communications.
• Harley-Davidson - Served as a principal consultant on the project where Harley-Davidson was implementing Cisco IPCC. Assisted Harley-Davidson in evaluating strategies for integration of IPCC with ePiphany.
• American Express - Served as the principal consultant on the project where I lead a technology selection workshop to aide American Express in selecting a standardized personal digital assistant (PDA) platform for their Large Market Sales Organization.
• Burlington Northern Santa Fe Railroad (BNSF) - Served as a principal consultant on the project where BNSF was upgrading from Siebel 6 to Siebel 7. Wrote a customized CTI driver in C++ on AIX, to integrate Quintus eContact CTI middleware with Siebel 7 communications server to deliver screen pops and soft phone capabilities to approximately 150 agents in three call centers. Of special note, dis was the first custom CTI driver written for Siebel 7 on IBM AIX.

Confidential

Senior Enterprise Solutions Architect,

Responsibilities:

• Idea Portal Offering - Served as a member of the Idea San Francisco management team dat was responsible for defining the Portals Offering and developing the go to market strategy. I established and managed partner relationships, and had responsibility for building the delivery organization, consisting of approximately 30 consultants, supporting six products initially. I developed delivery tools and methodologies and trained internal staff in both technical and soft (consulting) skills.
• Crossweave - Served as the engagement manager on the project, where Idea was contracted by Crossweave to assist in the development of an integration between Siebel and the Crossweave product. In dis project, I managed the Crossweave and Idea relationship, and provided direct project oversight and support. dis project concluded with the interface developed, tested, and documented on time and on budget.
• NBCi - Served as a chief architect on the project where I conducted a technology selection workshop to aide NBCi in evaluating various CRM technology choices, and making a CRM technology decision for an enterprise sales force automation solution.

Environment: Siebel 2000, Siebel EIM, Cold Fusion, Web Methods Active Bus, Web Methods B2B Gateway, XML, Web Services

Confidential

Chief Solutions Architect,

Responsibilities:

• Responsible for building the CTI Practice in North America, and for supporting the CTI efforts of Cambridge offices worldwide.
• Assisted the national and regional sales teams in pre-sales and client relationship activities such as creating statements of work, responding to RFPs and RFIs, pre-sales presentations, preparing project estimates, and making project staffing recommendations.
• Provided oversight of project teams on client engagements.
• Participated in client engagements such as Call Center Assessments, Package Selection Workshops, Project Scope, Design, Development, and Rollout efforts.
• Provided internal technical training, and support on various CTI technologies and provided mentoring to junior members of the CTI practice.
• Responsible for maintaining the plants electrical and low voltage systems.
• dis included telephone system, security system, card access control system, volt single/three phase AC motor controllers, and various industrial control systems.
• Maintained water treatment analog control system and digital programable logic controller (PLC) systems. Made adjustments to PLC ladder programming per engineering diagrams / requests.

Environment: Munster 30 & 60 Ton Presses, Allen Bradley, Cutler Hammer, Omeron, Mitel PBX, Schledge Access Control, Panasonic CCTV Cameras and Monitors.