SUMMARY OF QUALIFICATIONS:

• Strong hands-on track record of managing, designing, engineering, and supporting very high volume, closely measured, business driving IP contact centers, interactive voice portals, and IP unified communications systems internationally.
• Strong knowledge of and experience in managing technical teams, vendor/partner management, and executive presentations.
• Deeply knowledgeable in both legacy and newer IP voice communications technologies, IP networks, carrier circuits/network access, and video over IP.
• Have personally been the single individual responsible for a 10,000+ seat “All IP” (LAN/WAN) VoIP architecture at a Fortune 500 global manufacturing firm including all aspects of QoS, global 11 digit dial plan, international carrier integration, international service/support arrangements, etc.
• Successful national and international background of large scale designs/implementations in the following areas: Avaya/Nortel IP phone systems, IVR's, and Contact Center systems; Cisco UCCE systems with CVP; MITEL 3300/MiVoice Business/MiContact Center, Vertical voice systems, Shoretel VoIP (WAN)/IP Telephony. Also familiar with carrier systems such as Broadsoft and Genesys GVP implementations.
• Also highly experienced in Data Network Router and Switch deployments, PBX to IP Media Servers/Gateway conversion with SIP Trunking, Quality of Service (QoS) design of VoIP in both LAN and WAN environments, Integrated Contact Center Applications (Cisco UCCE Ecosystem apps, Avaya AES, CMS, QoE (Call Recording) Software), Voice and Data Network/Platform Monitoring, Carrier Network implementation, Hosting Voice Provider evaluation, and Managed Services drafting and evaluation for network and telephony.
• Have worked on both the enterprise (customer) and the service provider (supplier) sides of the telecommunications/unified communications industry. Well versed in surmounting the technical, organizational, and financial challenges of converting from legacy to IP communications infrastructures and establishing and evolving an all IP communications architecture.

PROFESSIONAL EXPERIENCE:

Senior Program/Project Manager

• Worked with nine customers total - six small to medium size customers, one medium size customer, and two large (Fortune 500) customers on the following types of projects:
• Mainly larger unified communications/IP contact center design and installation projects using either Avaya Aura or Cisco UCCE/CVP architectures. Have worked as technical lead on one of these efforts.
• Network (MPLS) deployment,
• WAN Optimization/Acceleration
• Enterprise 802.11 deployment program – vendor technology evaluation, site survey to deployment process development, and rollout oversight.
• Carrier internal network infrastructure implementation
• Voice/Network IT support outsourcing strategy, methodology, and implementation plan
• Acting as primary customer facing sales consultant, process developer and implementation consultant, project manager, and technical architect

Director, Technical Services and Security / Director of Product Management

• Initiaited Telsource’s “white label” support of AT&T “B-VoIP” UCaaS, their first pilot and rollout of business grade of a data center supplied UC service across their EVPN MPLS network.
• Director of Telsource Corporation’s core technical services organization. This role involved direction of managers of multiple teams of Telecom industry technical professionals who support small, medium, and large (F500) corporate customers throughout the full lifecycle of Telecommunications Services. Teams under direction included a 7x24x365 NOC, Helpdesk, and Data Center Teams (Tier 1-3 personnel), a staging/testing team, a senior design and architecture team (Tier 4 - 100% CCIE), and an internal LAN/PC/Server IT Infrastructure team.
• Due to limited long term expertise in Voice/VoIP technologies on staff, acted as senior governing VoIP technical expert and project/program manager for larger Cisco UCM and MITEL design/installation projects. Also oversaw the early onset of VoIP technical training, certification, and standards/staging development when the company became an Avaya National Partner. Well versed in all of these vendor's solutions and architectures as well as those of other vendors.
• Succeeded in reducing group expenditures by 9% year-on-year in the first year while actually improving performance against customer SLA’s and achievement of internal objectives (improvements and key staff reductions were both required).
• Successfully directed teams who completed hundreds of customer engagements and projects. Acted as Director and Senior Director reporting to VP and CEO level. Strong retained contacts and relationships in the IT Services Provider sector (extremely useful in reducing corporate IT costs quickly).

Manager, Enterprise IT Communications Engineering

• Continuing IT Senior Management and active VoIP technical period. Still retain many international contacts and relationships from this experience at another strong Cleveland area international diverse industrial company.
• Lead global Fortune 300 corporation-wide architectural and organizational restructuring for the purpose of creating a high performance and cost effective business voice/video communications capability for the company. Specifically directed teams who successfully completed 26 large scale IP Voice (LAN and WAN) implementations, with specific sites in the 2500 to 10000 station sizes.
• Includes Voice Communications with Global Dial Plan, Integrated Voice Processing (IVR, CTI, Fax, IP Call Recording, VoI, and eCAS), TDM and IP Audio/Video/Web Conferencing, and VoIP-MPLS/IP Telephony.
• Have specifically managed 26 large scale IP Voice (LAN and WAN) implementations, with specific sites in the 2500 to 5000 station sizes (accountable for multi-million dollar budgets).
• Involved in wide-ranging internal consultations on transforming the management of voice, network, and server infrastructure for an organization changing from both acquisition and divestiture. Started as a five grouped, disparate, and inefficient organizational structure, moved towards a consolidated, functionally managed, centralized global telecommunications team. Departed for Director opportunity as provider.
• Great international experience period – travel and leadership in Central/South America, Europe, and Asia.

IT Manager - Manager, Telecom Application Testing and Engineering

• Formative IT Management experience. Still retain many contacts and friends from years of excellent experience and development at this strong Cleveland area company.
• Developed team structure, processes, implementation plans, and vendor management programs to engineer, test, and deploy the following enterprise voice technologies for a Fortune 200 enterprise:
• Enterprise voice contact center architecture – Billion Dollar Fourteen contact center, 400+ Claims office infrastructure including: Avaya Telephony, Avaya CMS Call management/reporting, Cisco ICM Call routing, NICE Systems call recording, Aspect eWFM contact center staffing/management application. Systems capable of supporting 400,000+ calls per day.
• IP/VOI web callback system – Progressive Direct help center “Talk to me” button capability on Progressive.com (web page to contact center phone calls). Very complex Integration supporting aggressive business goals. Project ROI was achieved in 2 months, immediate revenue gains in the millions, helped to reduce costs, increase revenue, and speed to market.
• Many other large scale telecommunications technology deployments: IBM WebSphere Voice Java/VXML IVR implementation, Convergys Hosted VXML IVR integration, NetMotion Mobility wireless persistence technology, Cisco/Aeronet/Cisco ACS 802.11g wireless Ethernet infrastructure, many other technologies.
• Lead larger Telecommunications organization in the development and implementation of three key organization methodologies:
• Enterprise Solutions Development Methodology (ESDM) for all projects – a structured, five phase methodology and audit system requiring standard planning and deliverables for all telecommunications projects
• Operations support and integration method – a standardized SLA creation method for new technologies to assure operational support for existing technologies and creation of new operational support where necessary
• Lead Strategic Planning, Enterprise Architecture for Voice, and Capital Budget/Staff planning and forecast initiatives in IT Enterprise Technologies Organization. Included working with key business leaders on matching strategic line of business plans with technology architectures and staffing to enable them.

Telecommunications Engineer

• Short tenure at good company with an opportunity that proved more administrative than technically oriented.
• Supported Lucent enterprise PBX (G3SI) and a baseline (MAP 40) Lucent Conversant IVR system
• Facilitated organization and remediation of field support billing accounts with Lucent Professional Services.
• Pursued possibility of more technical and leadership opportunity with company but it was not available in telecommunications. Departed due to significantly better opportunity at Progressive Insurance; left on very good terms.

Telecommunications Engineer

• Excellent first post-military employment as a field telecommunications service technician contracted to the United States Postal Service Cleveland District IT Department.
• Intensive large facility PBX and multi-technology field support experience – Nortel Option 61C Enterprise PBX, Windows NT 4.0 Client/Server, Novell Netware NMS, Lucent Partner key system installation and repair, Cisco router/switch/hub installation and support, integration to a nationally standardized government voice and data networks, compliance with government standards and acquisitions processes
• Telecommunications, wiring plant, electrical design opportunities with construction of new post offices has proved invaluable in professional experience.

Satellite/RF/LAN Communications Specialist (RM Rating)

• Four year enlisted service as advanced surface fleet communications specialist and NCO (E-5 rank)
• Received basic, intermediate, and advanced Radio Frequency (RF), Satellite, Telecommunications, LAN based communications, and classified information training. Supported communications in real world military operations. Held Top Secret clearance and was TS materials custodian for USS Duluth (LPD-6).
• Lead teams of as many as thirty individuals through multiple high precedence military and technical ops.