ROSEANA AGUIAR WRAGG

**** ******** ****, **********, ** 19012

Home: 267-***-**** Cell: 215-***-****

aca7wz@r.postjobfree.com

www.linkedin.com/pub/roseana-aguiar-wragg/2b/b88/84/

EXECUTIVE SUMMARY

Roseana is an accomplished, senior Project Manager/Telecom Solutions leader with extensive multi-platform

telecommunications experience. Roseana’s expertise in conceptualizing innovative solutions has resulted in innumerous

creative, cost-effective and productive telephony applications and platforms to help improve business results in large,

complex, organizations. She has worked closely with technology vendors and their customers’ technical teams to

implement organizational improvement through technology design. Roseana applies a hands-on, pragmatic and “business

first" approach to aligning technical talent to solve business problems and deliver impactful solutions .

PROFESSIONAL EXPERIENCE

Cenlar, FSB Ewing, NJ May 2001 to Present

Senior Telecommunications Project Manager and Analyst

• Developed effective IVR-based, self-service financial platform for mission-critical enterprises.

• Conceptualized and oversaw the implementation of multimedia contact centers and measurements.

• Analyzes, recommends and implements technical solutions for Interactive Voice Recognition system, SIP

technology, Avaya PBX platforms, voicemail systems, Aspect predictive dialer, Verint digital call recorders,

VXtracker call detail recording, AACC multimedia call centers, VoIP technology, etc, for over 200 applications.

• Creates SOWs, call flows and quotes, Policies & Procedures, instruction manuals, and measurement reports.

• Negotiates vendor contracts; orders major central office carrier services, ISDN circuits and trunks; reconciles

telecommunications invoices; monitors project costs; and coordinates offshore call center services.

• Analyzes and recommends call center performance improvements. Interfaces with vendors on product evaluations

and cost-comparison, recommends technical solutions for the company’s telecom needs.

• Implemented major Business Resumption plan involving over 500 toll-free number applications in 4 separate

sites; manages activation of disaster recovery processes.

• Oversees data integrity of all telecommunications servers; produces and executes test procedures for new

applications. Recruits and trains technical staff to support services operations.

• Records voice prompts for the IVR and voice mail systems in English, Portuguese, Spanish and French.

.

Williams Communications Solutions Marlton, NJ July 1998 to April 2001

Sales and Product Engineer

• Provided pre- and post-sales engineering support for telecommunications solutions. Supported the sales team in

the configurations of telecommunications systems. Performed product and application presentations to client base.

• Maintained a current knowledge of telecom products, business partners’ and competitors’ products and educated

customers on telephony applications.

• Recommended Telecommunications solutions for hospitality RFP’s. Created switch-room environmental

drawings, negotiated discounts and standards, and processed engineering contracts.

The Children’s Hospital of Philadelphia Philadelphia, PA June 1997 to April 1998

Senior Communications Design Specialist

• Programmed and managed Telecommunications applications for the SL-100 Central Office switch network.

• Created Call Center Management Information System reports.

• Evaluated, recommended and implemented new technical solutions.

• Developed solutions for the Hospital’s after hours call center.

• Negotiated the purchase and managed implementation of new medical technology such as video teleconferencing

applications and remote video-scanned transmissions for the emergency care and mental treatment divisions.

Bell Atlantic Meridian Systems/NORTEL Marlton, NJ March 1987 to June 1997

Senior Telecommunications Design Specialist

• Designed, programmed and troubleshot Avaya and Nortel PBX applications, including call centers, voice mail

menu applications, report management platforms and televideo systems.

• Supported the Engineering Department pre-sales efforts.

• Recommended and implemented customers’ call traffic cost savings with least cost routing programming.

• Evaluated toll-fraud vulnerability and recommended safety solutions.

• Produced telephony training courses for legal, academic and health-care end-users such as Price Waterhouse,

Community College of Philadelphia and Montgomery MacCracken.

• Supported the sales of Spectron test equipment products to 37 foreign distributors, organized start-up of new

international distribution offices; revised and published international sales manual for foreign distributors .

EARLY CAREER EXPERIENCE

Infotron Systems Communications – International Sales Administrator 1980 to 1987 (7 years)

Yazigi International Language School – Multilingual Instructor, Interpreter/Translator 1976 to 1980 (4 years)

PERSONAL SUMMARY

• Rutgers University – Currently pursuing a degree in International and Entrepreneurial Business

• FESP Business Administration BA in Recife, Brazil

• Member of the International Avaya Users’ Group

• PMI Certification; Certifications in CallPilot Voicemail System, Avaya Aura Multimedia Contact Center, Verint Call

Recording and CCT server, Avaya Communications System 1000 Rls 7.5, Nortel SL-100 Translations, Aspect UIP

Dialer platform, VXTracker CDR Administration, Intervoice and Televoice IVR Administration, Video

Teleconferencing technology, DTI/ISDN PRI Installations, VoIP technology, and BYOD platforms.

• Various leadership/management certifications.

• Married, dual US and Brazilian citizenship.

Contact this candidate