SUMMARY:

• Contact Center Transformational Consultant, Incident Management, Contact Center Optimization, Contact Center Infrastructure/Contact Center Director, Service Delivery Director, Solutions Delivery, Director of Infrastructure, Medical Management, Program Director, Organizational Change Manager, Professional Services Experience, Telecom Operations Director
• Minimum 8+ year relevant experience in Service Ops management involving both onsite and offshore delivery teams
• HR Benefits, Life Insurance, Group Health, Annuities, HIPAA, Annuities, 403B, Medical Management, TRS, AML, HR Generalist, Operations Director
• Private Exchange health multi care site solutions working in a regulated environment
• Consultant within the Texas Medical Center providing IT Business solutions
• Experienced as a Contact Center Director, Business Technology Consultant, Business process Improvement, IT Transformation, Customer Solutions Engineer, Sr. Business Systems Analyst, IT Service Manager, Project Manager - Interactive Intelligence (Multi Channel Connect)
• Genesys-Interactive Intelligence (ININ/I3) Unified Communications experience
• Proficient in standard ITSM processes related to incident, problem, change, and request management
• Leadership style that motivates and pushes through obstacles to achieve results
• Distance Learning
• Telecom Expense Management
• Knowledge Management
• Infrastructure management
• In-building services
• Voice infrastructure transitions manager
• Solutions delivery
• Understands how to build contact center integrity - Insight, infrastructure, applications, software, people
• Telco-Wireless experience (Order Management)(Service Management)
• Customer Service Executive
• Remote systems administration
• Experienced utilizing technology to complete business processes
• General knowledge of the television and movie industry, experience in VOD
• Basic understanding of system development lifecycle (SDLC)
• Trained by Service Now and working as an administrator or PM assisting with integration and technical team leadership
• Has worked in Service Now Fuji, Dublin, Eureka, production and Fuji test environments
• Decisive and capable of working with limited or no supervision
• Project Manages cell sites from construction complete to On Air status

PROFESSIONAL EXPERIENCE:

Confidential, CA

Project Manager

Responsibilities:

• Provide overall City Project Management for the implementation of ServiceNow
• Serve as the SPOC for the vendor
• Review and modify projects plans and other documents
• Collaborates with project team, business and executive level identifying technology gaps, and necessary optimization
• Identify and coordinate with stakeholders for completion of tasks, review of needs, and other related tasks
• Review invoices for accuracy
• Ensure that the project meets the specified timeline and that milestones are met
• Provide regular status updates to the Project Sponsors and others as

Confidential

Enterprise Architect

Responsibilities:

• Function as the trusted advisor to the client, responsible for delivering industry leading best practices, concepts and technologies while remaining engaged throughout the project to ensure successful outcomes
• Conducts contact center strategy audit including people, process, technology, and methodology
• Visualizes the “big picture” effectively identifying key issues to provide effective solutions
• Gathers and analyzes new business requirements and recommends telephony solutions
• Act as the liaison between the business leadership, operational staff, client entities, and vendors
• Collaborates with project team, business and executive level identifying technology gaps, and necessary optimization
• Specializing in technology and integration of contact center technology program/enterprise
• Dedicated to improving customer experience through technology and business practices
• Demonstrated ability to scan the external landscape for emerging technologies and work with the program and enterprise level
• Contact center technology assessment at the program and enterprise level analyzing multi-channel architecture, PBX, speech analytics, desktop, CTI, Call Routing, CRM, quality assurance, Call Recording, and VoIP Technologies
• Drives (BA’s) to produce presentations regarding the work product and provide the performance readout to client personnel and senior management
• Key in the decision process of build vs. buy decisions within the enterprise
• Reviews current vs future state contact center systems, architecture and business processes for gaps
• Delivers technology/business process contact center best practices
• Provides off the shelf solutions for replacement of existing legacy contact center systems
• Performs feasibility analysis and works with the project management team to prioritizes deliverables, and negotiate on product functionalities
• Contributes to contact center technology road map strategy
• Coordinate, track, and manage the activities of project resources to ensure that project tasks are completed on time, within scope, and at acceptable quality; Identify, track, manage, and resolve project issues
• Approves content within artifacts and deliverables for uploading on project collaboration site (Confluence)
• Works with vendors and facilitates executive level product feature matrix on specs, functions, and usability of select contact center technology (cloud-on/premise)
• Responsible for contact center platform recommendations
• Addresses ITSM gaps and makes appropriate recommendations for service delivery tools and processes
• Fulfills secondary integration and general project management functions
• Call processing / ACD systems - Avaya, Genesys-ININ

Confidential

Service Now Consultant

Responsibilities:

• Responsible for testing/administering technical solutions on the ServiceNow platform to satisfy the business needs of the IT department and beyond
• Service Ops management involving both onsite and offshore delivery teams
• Directly contributed to Cap Gemini’s Organizational Change Management Group driving innovation for Warner Bros. and affiliates Time Warner, Turner and HBO
• Applies innovative technology to business processes in order to develop new solutions and troubleshoot issues
• Consults with business analyst/Process Leaders to develop appropriate technical solutions in Service Now
• Follows up on outstanding development needs and provides timely status reports to the project manager
• Project management responsible for SLA’s, deliverables, status updates, executive level summary, training, test case scenarios, training facilitator, and liaison between application developers and business units
• Part of service delivery process working as a systems administrator
• Advises on options, risk and impacts on business/ITIL processes Functional Consultant/PM liaising between IT and business requesters and ServiceNow development team gathering requirements
• Manages the delivery of ServiceNow(SNOW) as a project manager with the service integration team
• Works directly with developers to understand recommended changes, business impact And risk (RAID)
• Technical/functional capability working in a Service Now administrative role and incident management
• Facilitates training delivery for (Service Now-Fuji) (EIS) Enterprise Infrastructure Services group
• Uses vendor developed test scripts to validate SNOW functionality
• Consults directly with business stakeholders for feedback on training and applications enhancements
• Communicates technical problems and solutions to both technical and non-technical audiences
• General knowledge of the television and movie industry; experience in VOD

Confidential

Technical Manager

Responsibilities:

• Successful completion of all integration efforts and PM phases for customer interaction platform
• Project managed and lead a team of technical staff including members from third party vendors to implement the telecom solution being designed
• Serves dual roles as an IT and Functional PM
• Integrated and maintained enterprise voice and contact center technology strategies and standards
• Full project lifecycle from conception to production managing all aspects of solutions delivery including inception, scope, definition, scope creep, business case development, and approval resource planning, requirements gathering through development, and budget management
• Uses technical telecom acumen to interface with technologist used to understand complex concepts and translate in a way that business or industry can understand
• Shape, drive, and be held accountable for delivering significant strategic telecom initiatives across the enterprise
• Regularly monitors productivity and technical proficiency of assigned staff members and work groups
• Understand the technology stack including Genesys-ININ telecom systems, existing Rockwell PBX, ININ recording system, ININ MCC platform, SIP connectivity and dial plans
• Understand key telecom architectural design concepts including latency, scalability, efficiency, and failover
• Reviewed detailed research materials, vendor product plans, and industry trends for emerging technologies to identify the impact on current campus technology, strategies, and business plans
• Prepare project status reports and chair weekly meetings with stakeholders and executive level; summarizes information and trends recommending action
• Scheduled development testing and QA functions to ensure the project was securely delivered and fulfill expectations
• Supported required system go-live activities, including conversion, support desk, site support, training, delivery, logistics management, etc.
• Create strong relationships with partnering IT Groups, successfully leveraging expanded IT team and third party vendors to support business critical initiatives; Coordinated with the DBA, Systems Administrators, and other Support groups
• Thorough understanding of project management phases, techniques, project plans, risk plans, issue logs and their applications
• Worked extensively with business groups as a conflict management resource
• Manages stages of Interactive Intelligence unified communications integration and deployment including SIT/Performance/UAT testing
• Voice infrastructure transition management
• Responsible for execution of organizational change management
• Contribute to detailed planning and execution of improvement actions with users and suppliers
• Recommends add on and other value added input
• Leads the business through decision making and champions opportunities to make necessary improvements
• Serves as primary point of contact for project updates and status
• Oversee project team budget
• Tactical management of project team accountable for technical deliverables
• Responsible for configuration/ change implementation to Service Now for Incident closure reasons
• Provide oversight and direction to implementation team to ensure the deployment meets the project specs and requirements
• Regular consultation with the contact center business area, understanding their challenges and making technical recommendations
• IT asset management including tracking software licenses, hardware, and expenditure purchase agreements (SNOW)
• Primary use of ITSM application Service-Now Project plugin to accomplish project management goals; change log, Project Log, Risk Log, back out strategy, and release
• Compile and track issues and risks within the project using Service NOW
• Participate in post-live project activities; including evaluation of success criteria, identification of best practices, lessons learned and strategies for future releases and deployments

Confidential

Customer Interaction Platform Engineer

Responsibilities:

• Relevant experience in Service Ops management involving both onsite and offshore delivery teams
• Configures, tests, and deploys ININ changes to enterprise systems and applications across the (EBS) organization
• Supports global enterprise infrastructure, systems and services through systems engineering, and project coordination of Interactive Intelligence unified communications (ININ-I3)
• Part of the Enterprise Business Solutions team (EBS) who uses Service Now with substantial emphasis on modules such as Incident Management, Task, Request and others; Self Service, Change Management, IT Asset Tracking, Go Live issue Tracker
• Deliver management consulting services for outbound predictive dialing and blended campaigns; systems admin support for building campaigns
• Familiar with multi-channel and concurrent campaigns
• Systems administration of predictive, agentless, power and preview dialers
• Dispositions and reporting of dialer campaigns providing real time views
• CIP engineering team member working with global operations team on all issues/projects impacting onshore/offshore operations(Agile methodology)
• Engages with service desk for issue validation, customer satisfaction issues representing business stakeholders
• Develop reporting for customers on an ad-hoc basis to show performance against SLA’s
• Performs Genesys-ININ remote services consisting of complex (MAC) system administration, CIP enhancements, global onboarding, upgrades, training, password resets, announcement programming, user groups, ACD programming, file system imports, log capture, license allocation, Cloud/ IPTV solutions and deletes
• Substantial process related activity including incident, problem, change, and request management
• Provided technical summaries for root cause analysis (RCA)
• Extensive work attempting to better serve (CRM) customer relationship management companies such as Convergys (CVG), Atento (ATTO), Sykes (SYKE), Teleperformance (RCF) and TeleTech (TTEC)
• Primary source of management information on the sequence of events (Major Incident) providing a detailed data pertaining to the services impacted
• Coordinates establishment of crisis calls, WAR rooms, and triages with Incident analysts, service owners, and vendors to review incidents and resolution strategy; input, communication, and support of activities for service restoral
• Manage and delegate work breakdown structure, and resources related to outage, and crisis calls
• Point of escalation for customer concerns with service restoration activities and solutions
• Analysis of incident management methods and working practices seeking business process improvement where applicable
• Provisioning and troubleshooting of Genesys-ININ user configuration through Interaction Center Client, Interaction Center Business Manager, and Interaction Administrator 4.0(SU3) (I3)
• Resolves call routing scenarios, I3 specific end user applications; collaborates with CAAS support for specific issues
• Exposure to optimizers, SIP, proxies, and other call routing devices
• SMR with SNOW Team for 5 deployments of service now (US)(UK)(India)(Australia)(Philippines)
• Familiarity with optional modules such as Project/Task, Configuration, Reports, Field Service Management
• Business Analyst/Engineering Liaison interacting with the contact center business area, understanding business challenges and making technical recommendations
• Demonstrated stellar coaching and support of a highly skilled and diverse team maximizing operational results; Ensures continuous and timely feedback, as well as cross training and career development
• Fortifies post implementation support through high quality, high value consulting services to customers, resellers and employees
• Provides end user support for systems/processes within the ININ Systems test configuration changes to ensure quality
• Routinely generates system usage data, and defect identification
• Regularly monitors productivity and technical proficiency of assigned staff members and work groups
• Experience in supporting the IT telecom infrastructure environment for a company with multiple onshore/offshore business partners, using a combination of internal and external resources in serving a mostly remote user community
• Responsible for the overall health of all applications and systems assigned
• Utilizes knowledge of customer contact processes and how they are supported by the technology
• Multi-Tasks and manages interdependencies across systems and accomplishes the associated changes without causing significant disruption
• Supports over 14K end users globally on Genesys- ININ platform TDM/SIP
• Fulfillment of technical tasks such as provisioning, remote access to desktop users, (MOC) screen share sessions for collaboration on incident management and troubleshooting
• Views and conducts web service session with LANDESK to install large files including proprietary software such as IC Client, ICBM, IC Admin, and Microsoft tool sets
• Facilitates cross functional meetings when resolving complex issues
• Collaborate with ININ’s CaaS systems engineers for incident resolution
• Partners with other technology teams across the organization to drive appropriate use of technology
• Manages the lifecycle of incidents and requests, escalating as necessary and closing based on user satisfaction
• Communicates with (BU) or end users of current status and incident progress
• Task Planning to achieve objectives
• Skilled with advanced telecom systems such as complex ACDs and online applications

Confidential

MCC Infrastructure Program Manager

Responsibilities:

• Successful completion of all integration efforts and PM phases
• Project manages cross functional efforts that do not fit into standard implementations
• Serves as a Domain PM resource to manage (Health exchange) HIX territories and track progress against the work-around activity volumes, report status, and facilitate communications of process improvements
• Participate in post-live project activities; including evaluation of success criteria, identification of best practices, lessons learned and strategies for future releases and deployments
• Project and program management experience driving connecting regional projects
• Excellence in developing collaboration among national teams for business and technical solutions
• Track customer delivery from an SLA perspective ensuring delivery to stakeholder requirements
• Create proactive and forward looking IT/Partner planning for operational needs, and guide a matrix organization in resolution of complex issues spanning multiple functional areas
• Successfully build an executive partner relationship with key business channels in support of IT service excellence in ongoing technology operations
• Proactively shifts from reactive problem resolution to forward thinking strategic initiatives enhancing the value IT provides to our key partners
• Create strong relationships with partnering IT Groups, successfully leveraging expanded IT team and third party vendors to support business critical initiatives
• Project manages from business approval stages through requirements definition, implementation, and roll out
• Supported business requests for service enhancements and undertakes prioritization and alignment with Anthem/BCBS
• Contributed to continuous improvement efforts for service management automation
• Directs the prioritization of infrastructure site readiness including hardware deployment, vendor management, equipment tracking, field resources, and integration efforts for Genesys- ININ SU 4.0.3 ININ MCC (Omni Channel Contact Center) CIC technology MPLS, click to chat, voicemail, email, click to talk, video
• Works in conjunction with voice services, (ITSP), IT developers, network engineers, and technology architects as a functional Infrastructure Domain PM to engage the medical management business stakeholders and contributors; request/deliver needed requirements
• Direct participation and input with governance and steering committees across several HIX project portfolios
• Contribute to detailed planning and execution of improvement actions with users and suppliers
• Recommends value added projects and opportunities
• Leads the business through decision making and champions opportunities to make necessary improvements encompassing layers of responsibility including Business Analyst/Engineering Liaison interacting with the contact center business area, understanding their challenges and making technical recommendations
• Enriches working relationships with business partners in order to support the identification of opportunities within the organization
• Galvanizes effective working relationships with all partners, key business managing vendors
• Establishes and explores backlog and works pro-actively to correct
• Effectively manages multiple tracks-production support, maintenance, and development projects leading a team of highly skilled engineers
• Quality assurance and overall integrity of the projects running for a specific account/customer
• Ensuring project deliveries are on time, SLA’s met, within budget, and as per specification and quality
• Monitor, mentor and manage a team ensuring a culture of fast paced, “can do attitude”
• Communication management with the customer and internally including weekly/monthly reporting as required
• Enriches total experience acting as the voice of the customer (VOC)
• Review and advise correction required on the project deliverables across account matrix
• IT asset management including tracking software licenses, hardware, and expenditure purchase agreements
• Hands on experience in ININ configuration (MACD)
• Assignment of appropriate project resources and productivity
• Responsible for unit strategy planning, direction and support to achieve the Resource Unit's objectives aligned with business strategy
• Conducts end to end project coordination(Hardware infrastructure services) of one or more programs containing multiple large projects, or project portfolio management (PPM) of a large scope enterprise portfolio that is company-wide, cross functional and/or strategic in nature
• Organizational Change Management responsibilities related to HIX exchange implementation across matrix organizations
• Document and track risks, issues, action items, & decisions (RAID log)
• Provide continuous improvement feedback both written and verbal to improve services and processes
• Critically evaluate and disseminate information gathered from multiple sources
• Prepare and present related material to project teams, steering committees and/or stakeholder organizations
• Assembles teamwork assignments, directing and monitoring work effort on a daily basis
• Identifies resource needs, performing quality review; escalating functional, quality and timeline issues appropriately
• Meets and communicates with Program Managers/Project Managers and business sponsors to prioritize and schedule delivery based engagements
• Acts as managing point of contact for the clients for all regional aspects of Programs/Project engagements
• Major accomplishment in Workflow analysis, re-design, and process engineering of (MAC) process
• Uses ticket system request management (TSRM) queue for validating field work order completion, and tech support plus (Remedy) for work order and incident management
• Required to support Interactive Intelligence Contact Center initiative and applications
• Administrative level remote support services for all ININ tools
• Cross Functional responsibility with internal health care exchanges (AHG, HIX, Anthem, Mercer) and service operations
• Provides executive level dashboard updates weekly regarding site infrastructure readiness
• Identifies and attempts to correct project management overlap, program delivery, and liaison function with projects that are cross-dependent on other initiatives
• Self -managed by careful evaluation of internal organization activity and identifying needs

Confidential

Systems Analyst

Responsibilities:

• Works as a line of business project manager to engage the Contact Center consumer banking services(CBS) and request/deliver needed requirements
• Complex new product launch involving significant cross-functional dependencies such as Sales, Legal, Finance, Collections Billing, IT, Network
• Received HIPAA, Hi-Tech, and Anti-Money Laundering certification
• Responsible for site readiness for MCC (Multi Channel Contact Center) technology Genesys-ININ click to chat, voicemail, email, click to talk, video
• Works in parallel with telecom engineers to align overall IT requirements
• Program manages by providing overlap checks and balances to identify gaps/risks and escalate through project leadership
• Participates in cross functional large scale operational projects
• Assist the LOB’s in the functional migration from NICE 3.5 to NICE 4.1 (RTAM)(RTI) Real Time Solutions
• Works across the entire organization to determine the business needs and to provide the day to day support
• Carefully evaluates potential impact of project
• Attends customer meetings and may serve as primary client liaison
• Resource with internal IT stakeholders and vendors (HP)(NICE) to understand planned infrastructure build out
• Content Analytics with call recording and retention
• Orientation and exposure to the NICE application from a business perspective with technical ability
• Attempt to automate desktop pushes of NICE 4.1 release for audio and screen capturing within consumer banking service (LOB’s)
• Service Management Process (SMP), Project Management Methodologies and Software Development Life Cycle standards in deployment of NICE 4.1
• Schedules, coordinates, manages, and directs all third party vendor resources and communication between Customer teams and third party vendors
• Responsible for regional Incident, Change and request management
• Regularly communicates to the Executive level stakeholders, IT, and business by providing weekly status reports
• Participate in conference bridges that support the business and IT stakeholders for status and project health
• Works to understand telephony infrastructure in a national contact center scope with emphasis on QA call recording, call retention, data center redundancy, and desktop applications
• Selected to perform order management of desktop application pushes for NICE 4.1 and success criteria
• Conduit between suppliers and LOB’s
• Gauge accuracy of files collected from LOB’s
• Scheduling LOB’s to receive NICE desktop application upgrades
• Created Universal Change Risk Assessment (UCRA) for risk project (Change Management)
• POC for sites or issues affecting LOB’s
• Coordination with lines of business (LOB) to collect data (IP address ranges, associate names, pc names, ACD ID, extension range, hunt group, physical locations, PBX, HUB data)
• Gap analysis to determine Win 7 compatibility with desktop applications using DARS (Desktop Automated Re-Image System)
• Some familiarity with 3PCC (third party control)
• Licensed financial product specialists in the retirement market for 5 years providing illustrations

Confidential

Systems Analyst - Consultant

Responsibilities:

• Lead and facilitate workshops and meetings to define/validate contact center business capabilities including business processes, business requirements and solution design with business and IT stakeholders / users
• Relevant experience in Service Ops management involving both onsite and offshore delivery teams
• Attends executive level and business unit meetings to decide upon unified communications solution or WEST hosted solution
• Regularly monitors productivity and technical proficiency of assigned staff members and work groups
• Responsible for deadlines, schedules and budgeted costs
• Engaged in a multi-site deployment project for Genesys Omni Channel- NICE IEX Total View 4.1, deployment of 24 contact centers
• Experience in identifying telecom and contact center solutions; willing to champion an independent project from current to future state
• Manage all aspects of launching a new contact center such as performance testing of new capabilities and cut-over from legacy to new contact center infrastructure
• VOIP Contact Center Technology (CCT) which deploys (OTC) “Order To Cash business processing for (B2B and (B2C)
• May make recommendations for “buy versus build”
• Attempts to balance end user requests, troubleshoot, and provide business unit education for Cloud solution WEST- Off Premise Unified Communications legacy system
• Investigate issues within source systems, help synchronize the data across multiple systems and resolve conflicts
• Works to understand the “as is” business situation to facilitate change within the “to be” IT Contact Center scenario
• Partnership with company Governance, (company Client) and strategic partner to coordinate execution and implementation of contact center technology development
• Leverage partner connects to pitch for solutions
• Interpret client’s existing systems and workflows
• Drives workflow and teamwork
• Interview business stakeholders to understand business needs and extract true requirements from high level use cases
• Effectively elicit, document, and manage business requirements, functional specifications, business processes and recommendations related to the proposed solution
• Work closely with the QA team and production support to validate functional test applications, track defects and validate user acceptance criteria
• Primary liaison between technical staff and business owners
• Provides top-level business and systems analysis while focusing organizational strategic vision
• Distinguish user requests from the underlying true needs
• Summarizes meeting minutes for conference bridges
• Serves as the conduit between the business owners (internal customers) and the IT/telecom development team through which requirements flow
• Responsible for reviewing, entering, and tracking incidents through BMC Remedy, and HP ALM (Application Lifecycle Management)
• Review and edit functional design documents (FDD’s)
• Understands relationship within project management utilizing onshore-offshore team concepts

Confidential

Enterprise Architect

Responsibilities:

• Works independently as a consultant-business analyst in recommendations for contact center Telco/IT business architecture including conversion planning, upgrades, testing, implementation, and deployment support
• Billable resource providing Business Solutions Architect Call\ Center Systems Engineering for professional services group
• Champions an integrated voice & digital infrastructure (ININ) which features multi-channel framework and routing, single view of customer contact including TDM, VOIP, Video, Email, Web Chat and SMS
• Trained and oriented by AT&T on future technologies(C Cloud, Omni Channel, Multi- Channel contact center solutions and IPTV solutions)
• Incident root cause analysis and related technical writings
• Subject Matter Resource who employs and supports (CRM) customer relationship management companies such as Convergys (CVG), Atento (ATTO), Sykes (SYKE), Teleperformance (RCF) and TeleTech (TTEC) for overflow scenarios or seasonal call coverage needs
• Provides senior business expertise to organizations on selection, design, development of enterprise service management technologies and services
• Manages the day-to-day operational and tactical aspects of multiple or large scale projects
• Developing project deliverables including project plans, schedules, and status reports
• Facilitating meetings including preparation by scheduling and coordinating
• Prepares project documents: project plan, scope, and project schedules and obtains appropriate level of approval for each document for projects and/or sub teams assigned to ensure appropriate understanding of expectation among all involved organizational levels
• Understand project plans and clearly articulate roles, project goals, and timelines
• Reviews high-level results
• Implements engagement review and quality assurance procedures
• Minimizes exposure and risk across multiple projects
• Conducts risk monitoring and controls during a project’s duration to ensure ability to achieve expected outcomes
• Participates in process improvement, operational readiness, and improving standards
• Gather and document customer business requirements for IVR implementation
• Manages national level Incident, Change and request management
• Coordinate IVR solution design efforts with clients
• Lead technical design meetings held with speech development engineers, and QA testers
• Consult with UI designers, team leads/SME’s, solutions engineers and forums concerning IVR best practices
• Manages platform releases, product maturation, and new technologies
• Provide IVR design status to project manager and team members
• Approval of FRDs, HCIDs, and call flows
• Systematic testing of the IVR telecom suite applications during functional and regression testing
• Understands the working principles and applications of advanced interactive voice response systems
• Handled tasks of testing voice channel content of individual connections
• Conducted tasks corresponding to testing functionalities of IVR systems
• Performed speech quality analysis and speech path verification under the guidelines of senior IVR tester
• Evaluate the quality of voice channel received in IVR systems
• Capacity and provisioning management for voice/ mobility infrastructure including 4ESS/5ESS switch architecture
• Performed responsibilities of integrating network in IVR systems as required
• Supports project teams in identifying gaps and red-flag issues that could be barriers to successful implementations and/or put us at risk of not meeting our customer’s expectations
• Work collaboratively with customers contact center teams on projects providing change management support, facilitating sound decision making process, reviewing various options and considerations in system design, providing insight into pros and cons of options
• Responsible for deadlines, schedules and budgeted costs
• Provide internal guidance and mentoring across all project functional areas; workforce management, quality monitoring and program designs, key metrics, and the unique dynamics of contact center operations
• Business IT solutions provider (hardware/wireless and telecom) for Baylor College of Medicine, Methodist Hospital, and University of Texas- MD Anderson Hospital; demonstrated expertise in utilizing and training employees with wireless devices for efficient routing of shuttle transportation
• Responsible for technology research
• Provide support for telecom systems integration
• Project Coordination for systems administrative services
• Subject matter resource in evaluating LEC and CLEC services such as long distance, local, wireless, and transport services(ISDN, T1, DS3, Fiber) videoconferencing
• Works with vendors post sale through delivery, testing, and turn up of Telco services

Confidential, San Antonio, TX

Enterprise Process Consultant

Responsibilities:

• Facilitates the establishment and implementation of standards and guidelines that provide input to the design of technology solutions including implement and deploy solutions requiring integration of multiple platforms, operating systems and applications across the enterprise
• Identify and address contact center business processes and technical infrastructure specific gaps
• Works independently as a consultant in fixed or distributed service center analysis providing suggestions on infrastructure efficiency or seeking recommendations for contact center-Telco infrastructure including conversion planning, implementation and deployment support
• Performs gap analysis providing technical and business solutions
• Contribute to detailed planning and execution of improvement actions with users and suppliers
• Champions value added projects and opportunities such as ACD routing changes, and document management solutions
• Leads the business through decision making and champions opportunities to make necessary improvements
• Coordinates effort with multi-vendor for technology upgrades including transition from TDM to VOIP, and customer experience improvements
• Business Analyst/Engineering Liaison interacting with the contact center business area, understanding their challenges and making technical recommendations
• Evaluation of competing and/or new technology documents in their adherence to corporate technical policy
• Enable and ensure the success of the contact centers by delivering the tools and capabilities that facilitate virtualization, load sharing of work, support the quality assurance practice multi-channel capabilities, optimize the workforce and promote operational efficiency in our center
• Work with business contacts to understand, define, and document business functional requirements for contact center CTI Hardware solutions including IVR
• Makes technology solutions understandable for broader set of business stake holders
• Ensures solutions add value to the business and addresses key issues or challenges
• Interpret client’s existing systems and workflows
• Supports the inbound call center supporting the ININ CIC Application version 3.0
• Evaluates requirements and custom solutions to support operational and business critical processes
• Access vendors to analyze solutions, system integration, and implementation strategies
• Provides contact center subject resource experience as it relates to skills-based routing, computer telephony integration, agent monitoring, call recording, work force management, reporting and integration with other applications such as CRM solutions
• Arrangement of interview sessions for business requirements to address CTI/Telecom infrastructure gaps
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Accountable for preliminary and final action plan summary

Confidential, Houston, TX

Command Center Director

Responsibilities:

• Enterprise Architect for workforce management automation including analytics and major call center technology infrastructure upgrades; automation of real time dashboard(RTD), intraday reporting, quality assurance, chat, KPI/ACD broadcast; Load Balancing of skill set routing and creation of auxiliary/reason codes; Identified and addressed technical architecture specific gaps
• Successful project completion of technology infrastructure, including ACD functionality, digital signage, QA, and real time reporting
• Identified key security gap within POS processing (Payment Card Industry Data Security Standard)
• Directs daily operations of the contact center including performance/systems management, floor management of 150 agents, 5 team managers, coaching and development, QA, queuing, skill set routing, quality assurance monitoring, and phone activity
• Championed paradigm shift in CCT technology usage including WFM data warehousing, VOIP, real time reporting, CRM integration, and Groupware
• Worked to facilitate Organizational Change Management related to aviation implementation across global matrix organizations
• Implemented contact center best practices through technology revisions and business unit communication
• Business Analyst/Engineering Liaison interacting with the contact center business area, understanding BU challenges and making technical recommendations
• Aviation hospitality services for pharmaceutical s such as Norvartis, Merck& Co, Bayer, Pfizer, Roche and others
• Performs gap analysis providing technical and business solutions
• Contribute to detailed planning and execution of improvement actions with users and suppliers
• Recommends value added projects and opportunities
• Leads the business through decision making and champions opportunities to make necessary improvements
• Regularly monitors productivity and technical proficiency of assigned staff members and work groups
• Works independently as a consultant-business analyst in recommendations for contact center Telco/IT infrastructure including conversion planning, upgrades, testing, and implementation support
• Enable and ensure the success of the contact centers by delivering the tools and capabilities that facilitate virtualization, load sharing of work, support the quality assurance practice multi-channel unified communications capabilities, optimize the workforce and promote operational efficiency in our center
• Makes technology solutions understandable for broader set of stake holders
• Assisted in optimized data warehouse solution for reporting and analysis of all real-time, historical and contact-detail call center data
• Coordinates effort with multi-vendor collaboration for technology upgrades and customer experience improvements
• Ensures solutions add value to the business and addresses key issues or challenges
• Has wide latitude in determining creative solutions to strategic and operational needs
• Reviews and advises on the impact of enterprise business process and goals
• Remote management and ACD systems configuration including (MAC)
• Contact center subject matter resource as it relates to skills-based routing, computer telephony integration, agent monitoring, call recording, WFM Automation reporting and integration with other applications such as Symposium
• Scheduling, coordinating, managing, and directing all third party vendor resources and communication between Customer teams and third party vendors
• Direct or program(Command Center) including Contact Center technology/ programming Nortel Contact Manager ( Nortel Symposium 6.0) (ACD)(HD/ACD Wallboards)(WFM)(QA)(Telco)(PBX)(Soft phone)(Witness/Verint)) and technical infrastructure within a contact center
• Systems conversion planning, documentation, and implementation support
• Intraday operations analysis including metrics and KPI, escalations, coaching, mentoring, QA including random call monitoring
• Assessment of business and applications requirements for contact center systems
• Works with developers and infrastructure specialists to pilot and evaluate new technologies
• Consistently strategizes seeking either improved methodology or technology in telecom/contact center operations
• Identified and created solutions that contributed to company concepts
• Responsible for seat licensing for software/telephony applications within the contact center
• Work collaboratively with users to define concepts under direction of project managers
• Participated in the development of telecommunications strategy, including technology standardization, unified communications solutions, and services lifecycle management
• Conduct vendor meetings to analyze solutions, system integration, and implementation strategies
• Drive and challenge business units on their assumptions of how they will successfully execute their plans
• Nortel infrastructure support including management of the Telephony, ACD Symposium Contact Center
• Knowledge of airline transportation and passenger reservations systems required (SHARES and/or SABRE)

Confidential, Houston, TX

Contact Center Manager

Responsibilities:

• Contributed to beta testing and certification of start up call center functionality, agent training, human resources including interview and hiring of agents, and classroom instruction
• Responsible for daily operational management of the call center with over 200 agents, 8 supervisors, 10 leads, and academy bay new hires
• Catalyst for operational improvement and galvanizing energy to balance operational efficiency between TMOBILE/ NCO management and executives
• Championed the concept and use of best practices with SharePoint Knowledge Management portals
• Demonstrated stellar coaching and support of a highly skilled and diverse team maximizing operational results
• Ensures continuous and timely feedback, as well as cross training and career development
• Served as Command Center focal point for collaboration between WFM, QA, and training department
• Provide leadership for the call center team by motivating and training
• Ensure continuous improvement of Customer Care training (call calibration) sessions and coverage is provided, with SLA/QA performance metrics
• Received J.D Powers award for managing contact center - Center Excellence-Customer Satisfaction
• Contribute to quality assurance calibration sessions to improve the customer experience
• Set targets and offered incentives to create a positive work environment, maintain drive and energy
• Worked within a multi- site outsourced call center onshore/offshore model; Liaison to outsourcing customer service with(CRM) customer relationship management companies such as Convergys (CVG), Atento (ATTO) Sykes (SYKE) Teleperformance (RCF) and TeleTech (TTEC)
• Works within a blended telesales and service environment - Inbound and Outbound
• First level support utilizing Remedy ticketing system and SAMSON (AMDOCS) proprietary database for mobile service providers
• Taught AMDOCS ad-hoc to new hire training classes and within production environment
• Broad management capabilities, including people, processes, and technology management
• Unify and empower direct reports
• Participates in recruitment, hiring, promotion, compensation and corrective action of Contact Center management team
• Coordinates with recruiting and training to ensure new associates are hired and trained as needed
• Use of historical data for performance management and center goals (KPI)(SLA)
• Participates in HR recruitment, hiring, promotion, compensation and termination of Contact Center management team
• Coordinates with recruiting and training to ensure new associates are hired and trained as needed in
• Familiarity with NICE quality assurance monitoring and WFM; utilized Aspect call capture for quality assurance
• Quality assurance process performance improvement consultant
• Worked with Telco vendors on repair issues and upgrades (Verizon, AT&T, Confidential, T Mobile, Lucent, Nortel)
• Forms strong relationships and partnerships with Telecom providers (AT&T and Verizon, Confidential, TMOBILE), LEC’s, CLEC’s, Vendors and wireless
• Provides technical gap analysis for senior management and executive level to define contact center needs
• Experience project managing carriers and telephony system providers to deliver timely solutions
• Works with Contact Center Administrator to help coordinate implementations and system repairs
• Conducts training for, and directs the efforts of less experienced staff
• Provides remedial training to end users who have difficulty acquiring call center skill sets
• Response and diagnosis of alarm events and collaboration of necessary resources to resolve issues
• Oversight of ACD programming (MACD), skill-set routing, profile development, and end stations
• Supervision of IT workstation inventory, upgrades and deployment
• Involved in telecommunications monitoring and troubleshooting between local and remote sites
• Responsiveness to service level agreements for site outages and field tech resources

Confidential, Houston, TX

Service Delivery Director/Sales Engineer

Responsibilities:

• Hands on configuration working directly with central office engineering group to restore network integrity Post Katrina to over 350,000 subscribers including LSU, Conoco/Phillips, BP, and other fortune 500 clients; network along the Louisiana/Mississippi Gulf Coast was at 100 percent degradation; contributed directly to FEMA disaster recovery effort by working to restore services to provide ground communications to National Guard troops, state and local government service sector including police, US Armed Forces, and contributed televised State of The Union Address following the Hurricane Katrina disaster
• Central Office support for TDM, wireless, and VOIP services to four state region (Texas Louisiana, Mississippi, Oklahoma)
• Confidential PCS Professional Services Provider (Customer support)(Customer Training)(Operations & Maintenance)(Consulting)(Provisioning)(Facilities Management
• Business Relationship Manager (BSRM) reports to the IT Lead and is responsible for managing vendor/supplier performance to the contract and required service levels
• Performs Telecom Expense Management function for energy (oil and gas), aviation, (local government)school district and Federal Government accounts
• Mobility site Switch, and contact center engineer for multi-state territory
• Manages regional Incident, Change and request management
• Collaborating with the BUSA Vendor Management Lead as necessary to ensure all BSRMs are following proper Vendor Management procedures
• Escalating any vendor related issues/risks to the IT Lead and solutions architect
• Capacity and provisioning management for mobility infrastructure including 4ESS/5ESS switch architecture
• Participating in the periodic reviews of Service Level Management reports
• Participating in the selection and ongoing management of Suppliers, including management of operational risks associated with Business Supplier relationships
• Executing Services via Ensemble (AMDOCS) order management, provisioning, manage, track, equipment, distribution and logistics, assignment, technical sales support as defined by Confidential Professional Service Catalogs; work with Confidential IT Service Management team on reporting, monitoring and resolving service issues
• Strengthens business case for add on sales through business intelligence (Business Objects) reporting
• Responsible for deployment strategy of wireless devices and services for local, state, and national accounts
• Establish and maintain long-term relationships with client(s) and third-party vendor personnel
• Lead a team of retention specialist, including oversight of contact center representatives
• Provides strong functional, technical, and business knowledge to assist customers with wireless related requests
• Participates in churn reduction campaigns
• Develop, track and report on Service Level Agreement compliance for existing services contracts
• Coach and mentor small teams of client delivery personnel (indirect sales channels, engineers, project managers, and account managers)
• Responsible for overall accountability for client satisfaction and operational stability for the client environment
• Accountable for facilitating problem solving and technical resolution meetings between the Assigned Client Engineers and the client