Harold J Boomer Jr.

Raytown, MO H 816-***-**** C 816-***-**** acepc6@r.postjobfree.com www.linkedin.com/in/haroldjboomerjr/

CORE COMPETENCIES & SUCCESS ATTRIBUTES

Highly effective Project Manager/Manager; delivers best-in-class results

Broad-based IT technical expertise

Resourceful team leader with strong multi-tasking skills

Career Highlights

MANAGEMENT

Personnel Manager for over 120 professionals at both local and remote locations in a matrix management organization.

Development Manager for over 60 technical employees and support staff. Delivered on 70+ projects over a period of six

years, all on time and within budget. Project budgets ranged from $275K to $3.75 M.

Development Lead/Architect within the Application Development Group for Sprint Customer Care platforms

Lead Developer for Genesys/Peri CTI/ IVR platforms within the enterprise and Predictive Dialers for Sprint Collection

SKILLS

Leadership of Teams and Professionals

Technical Expertise in Architecture Solutions on an Enterprise Level

IT Project Management

Microsoft Certified Professional/Microsoft Certified Technology

Operations Support Experience on Large Scale Customer Platforms

Vendor and Customer Management

COMMUNICATION

Formulates and defines system scope and objectives based on user needs. Analyzes and revises existing system logic

difficulties and documentation. Technical expert in identifying, evaluating and developing IT/Business systems and

processes.

Establish/review standards for developers to program by, so programing or troubleshooting can be completed by any

developers. Created a code control based on components so the whole code would not be locked down for changes.

Created a process/documentation that the code is to be reviewed before it is put into production. Establish ed/reviewed a

series of development standards so that code can be worked or tested by any developer.

Professional Experience Summary

PROGRAM/PROJECT MANAGER III, SYSTEM ANALYIST III FOR STRATEGY/EMERGING

TECHNOLOGIES AND CUSTOMER CARE INNOVATIONS SPRINT 2011 TO PRESENT

Created the process and conducted vendor/technology reviews/recommendation/pilots to Sprint Customer Care/Customer

Management (CC/CM) management teams. Was the team Subject Matter Expert for Call Center Technologies.

Conducted over 210 reviews/interviews/tests and evaluations. Created and stored documentation within a self-

administrated database. Project managed 14 pilots, reviewed results, and made recommendations for acceptance or

modification.

Presented management reviews on evaluations by Gartner, Frost, CRM Reviews, Wireless Weekly, and other reviewing

entities to the CC/CM management team.

Managed all aspects of multiple CARE/IT projects, including project planning, execution, timing, functionality, quality and

cost.

Program Manager for Desktop Automation and Cenoplex projects, developed in collaboration with internal IT organization.

PERSONNEL MANAGER, SR IT SPECIALIST MANAGER, SUPPORT MANAGER IBM 2004 TO 2011

Effective 3/1/2004 a large number of Sprint employees, including my team and I, transferred to IBM.. Responsible for providing technical

solutions for Sprint's Call Routing and Interactive Voice Response (IVR) systems--how Sprint’s customers are able to speak with an

agent or resolve issues within the IVR system.

Provided leadership and guidance to a highly matrix technical team of 80+ professionals. Provided the administration,

recruiting, hiring, career development, training, performance evaluations, compensation plans, and termination actions.

Built and managed a team of 49 Project Managers, Analysts, and Developers for Genesys CTI, IVR, and DB2

programmers. Key individual in contract negotiations with Sprint/Nextel on a new five year contract.

Team member and major contributor for the business documentation for Call Center Operations metrics and processes.

Developed expertise on new E2E On-Demand Customer Interaction Center (ODCIC) technology in support of Business

Operations. Supported design efforts and build out of a DB2 31 Terabyte database used in collection of all

information/data for reporting of all calls within the ODCIC platform.

Responsible for the 7/24 support of ODCIC platform of six Call Centers and Legacy platform of 36 Call Centers for

Sprint/Nextel with an average of 25 to 32 million call per month. Team leader in the Problem/Change Management

relationship between IBM consultants and Sprint/Nextel teams in driving critical issues to completion, creating the

ICA/RCA action reports and solutions. Worked in the development of Business Operations processes for change and

trouble management in the new ODCIC environment.

Manager of a team of 12 professionals responsible for call routing within Sprint/Nextel Cisco ICM Platform and Aspect

ACDs.

MANAGER, DEVELOPMENT LEAD/ARCHITECT, LEAD DEVELOPER SPRINT 1999 TO 2004

Education

BS-BA UNIVERSITY CENTRAL MISSOURI, FORMERLY CENTRAL MISSOURI STATE UNIVERSITY,

WARRENSBURG, MISSOURI

Major: Computer Information Systems, Minor: Business Law

AA STATE FAIR COMMUNITY COLLEGE, SEDALIA, MISSOURI

Major: Business Administration

AAS COMMUNITY COLLEGE OF THE AIR FORCE, MAXWELL AFB, ALABAMA

Major: Electronic System Technology

Other

Veteran, USAF

M ember, Association of Information Technology Professionals

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