Manager Management
Resume:
Alan Herman
Hillsborough, NJ *****
Home:908-***-**** Cell: 908-***-**** ************@*****.***
IT MANAGEMENT PROFESSIONAL
Extensive experience within Fortune 500 companies in call center and
voice/data network management including system design, implementation, and
operations. Experienced in leading major IT reorganizations across LOBs as
a result of mergers and acquisitions. Recognized leadership in developing
and executing strategic technology plans and budgets in alignment with
mission-critical business objectives by leveraging emerging technologies
and managing large nationwide teams of IT and key business partners across
LOBs. Proven strengths to deliver cost-effective results as planned while
maintaining high systems availability and operational excellence.
Experienced with Cisco, Aspect, Rockwell, and Nortel products with lead
vendor management and primary 3rd party outsourcer management
responsibilities.
PROFESSIONAL EXPERIENCE
Verizon Wireless, Bedminster, NJ 1997 - 2010
Executive Director, IT (Jan 2001 - Jan 2010)
Managed all call center and audio/video conferencing technologies for 60
call centers with 20,000 agents. Responsibilities included business
alignment, strategic planning reviews, leveraging emerging technologies,
and operational support. Managed a $60M annual budget. Directed a
nationwide 90+ person support and development staff.
. Developed and managed annual and 3 year call center, telecomm, and
network strategic plans with close collaboration and business stakeholder
alignment including enterprise infrastructure standards and deployment.
. Completed (3) company mergers per plan, within budget, and without any
customer impacts including staffing reassignments, reductions, and
adjusted strategic plans with business alignment.
. Chaired the IT Technology and Strategic Planning Steering Committee for 3
years reporting to the CIO & VPs.
. Established, published and enforced HQ, RHQ, and call center
infrastructure standards for data, network, voice, WAN and LAN
architectures nationally including annual reviews and modifications based
on applicable emerging technologies to streamline operations across LOBs,
and reduce TCO by leveraging scale.
. Established a national call center Oracle data warehouse for wireline and
wireless customer data, CRM data, call history, and system KPI metrics.
. Established a web-based front-end for the call center Oracle data
warehouse to produce daily and ah-hoc senior executive reports covering
customer calling trends, call drivers, agents scorecards, and
LOB/area/regional level customer trend reports.
. Replaced the Customer Care TDM voice network with a enterprise-wide Cisco
VoIP/CVP network that leveraged existing IP network facilities and
provided $3M in reoccurring monthly savings.
. Completed a nationwide customer call sharing plan that avoided the costs
of (5) new call centers and new 7000 agents while improving first call
resolution, AHT, customer satisfaction, and service levels.
. Standardized all LOB call center technologies to shorten implementation
timelines and simplify operational support activities that required no
incremental support or implementation resources.
. Successfully implemented Cisco UCCE IP ACD for new call centers and
outsourced locations that shortened installation timelines and reduced
overall reoccurring and maintenance costs.
. In-sourced Cisco MeetingPlace audio and video nationally conferencing to
leverage existing networks and reduce telco expenditure by 70% annually.
. Established operations centers of excellence that provided 7x24 support,
pro-active monitoring, & disaster recovery capabilities that consistently
delivered 99.995% systems availability annually with coverage for all
LOBs.
. Routinely implemented over 5000 production system change controls
annually without any user impacts in over 5 years by implementing
detailed process, execution, and verification standards.
Director, IT (Sep, 1997 - Jan, 2001)
Designed and managed IT nationwide IP network that supported internal
administrative and customer applications for call centers, headquarters
locations, and retail stores. Responsibilities included capacity planning,
performance tuning, operational support, disaster recovery, and budget
management. Directed a 50 person staff located at tier 1 data centers
nationwide.
Alan Herman
Page 2
VERIZON WIRELESS, Director, IT, continued
. Managed a national end-user support team that was responsible for desktop
images, MS-Office, all servers, active directory, LAN architectures, and
Email systems.
. Implemented an Oracle database application to capture and report on key
network and mission-critical application performance metrics for
executive reports, performance tuning, capacity planning, and DR.
. Implemented a TCP/IP nationwide WAN & LAN network architecture with
redundant circuits & high availability Cisco hardware.
. Developed and documented network standards and operational M&Ps in an
online reference database to streamline network expansion while
maintaining high levels of network availability and automated disaster
recovery with consistent and reliable performance metrics.
. Implemented Cisco Call Manager VoIP systems at tier-1 data centers for
(35) headquarters locations and 2600 retail stores. Developed a call
traffic capture database application for internal chargeback and cost
recovery.
. Implemented an automated ISDN/DSL retail store backup circuit strategy
with historical error logging & reporting.
. Established (2) geographically diverse and redundant NOCs to provide 7x24
operational support and proactive monitoring for networks, voice systems,
and servers.
. Recruited top technical and managerial personnel responsible for network
expansion and operational support. Developed a comprehensive technical
training curriculum to assimilate new hires and introduce emerging
technologies to existing staff.
PREVIOUS EXPERIENCE
Siemens Medical Systems, Iselin, NJ (Sep 1988- Aug 1997)
Manager, Telecom and Network Operations/ R&D Scientist
. Designed, installed, and supported a new FDA approved CT/MRI image
transfer application that was deployed globally based on requirements of
internal radiologists, physicists, and partnering hospitals and doctors.
. Designed, installed, and supported first nationwide US IP network for
Sales, Marketing, R&D, and Service application support including
international gateways, Email, security, and SNA gateways with off-site
DR recovery capabilities.
. Created an Oracle database application to capture network and application
performance metrics for reporting and proactive system monitoring with
automated alarming and failover.
. Managed all US voice and PBX systems including design, operations, change
control, budgeting, and vendor management.
. Achieved 99.995% systems availability annually by implementing a formal
change control process.
. Created and managed a nationwide team that supported the voice and data
networks including hiring best available talent, developing a multi-
tiered training curriculum, and instituting a formal change control
process.
EDUCATION
MS, Information Systems, Stevens Institute of Technology, Hoboken, NJ
(Nominated by Verizon CIO as emerging leader for company sponsored onsite
MS-IS program.)
BS, Computer Science, Kean University, Union, NJ
PROFESSIONAL DEVELOPMENT
Global Learning:
Executive Presentation Skills (2006), Civil Treatment for Managers (2006)
Managing Virtual Teams (2006), Negotiating for Results (2006)
Leadership Transitions (2006), Productive Business Dialogue (2006) Managing
Difficult Conversations (2006)
Harvard Online:
Accelerating Team Productivity (2005), Executing Strategy through Coaching
(2005)
Coaching for Optimal Performance (2004), Financial Acumen (2004)
Interviewing and Selection (2003)
Computer Skills:
Microsoft Project, Microsoft Office (Word, PowerPoint, Excel, Outlook)
AWARD
Verizon Wireless - Project Excellence "Aspect to Concerto" ACD Migration,
November, 2004
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