Senior IT Professional

An experienced IT Management Professional, with over 30 years of experience in enterprise Video Collaboration programs, IT and telecommunications systems and networks.

An accomplished technical leader, skilled at working with corporate leaders to bridge the gap between business objectives and capabilities.

Experienced in the design, deployment and support of Call Center technologies, CTI, IVR, Collaboration, VoIP and Video over IP in a global environment.

Diverse professional experience, including process and system analysis, client relations and project direction.

In-depth knowledge of existing telecommunications technologies, with the ability to apply them to the strategic benefit of the organization.

Highly skilled in the design and execution of global IT infrastructure for desktop, WAN and LAN

Trained and experienced in Six Sigma metrics.

Proficient in MS Office Suite of products, MS Project Manager and Visio

Core Competencies:

Telecommunications

VoIP

Business, Systems and Process Desktop

IT Infrastructure

Video Collaboration

Project Management

Data Center Infrastructure

Call Center Technologies

Professional Experience

CSAAIG April 2014 to Present

Senior Delivery Consultant

Providing support to the Communications Technology team on projects, process and new technologies. Leading multiple projects for the Metro Data Center up grades (Multi-year program), Unified Communications Project and several major projects for WAN, Call Center and Video Conferencing.

Worked with the business group to provide guidance in the engagement process.

Initiated, developed and put into operation the Sensei program for the Infrastructure group.

Work with team to create RACI for operational improvement for Change and Deployment teams.

Responsible for creation of ROI/CBA/ROM modeling for Infrastructure Group.

CSAAIG April 2012 to April 2014

Sr. Project Manager/Contractor

Fulfill the service delivery manager role for the divisional funded and driven efforts for the Communications Technology team

Manage the Telecom Expense Management efforts for the Communications Technology teams.

Provide senior level consultancy on decisions and priorities for projects and enhancements within and in support of Communications Technology divisional projects and customer deliverables.

Provide combined service reporting, documentation standardization, and documentation management for the Communications Technology team.

Provide strong end-to-end leadership in the definition and build out of solutions as part of project teams.

TEK Systems Sept 2011 to April 2012

Sr. Project Manager

Sr. PM under contract with HP/EDS and assigned to the American Express account. Currently working as PM for deployment of IT infrastructure for GWAN, Desktop, Voice and Call Center technologies. Responsible to manage resources, schedules, tracking of budget / spend and management of risks and issues. Proficient with working with HP and AMEX toolset, Clarity, eSES, AMEX Portal and others.

Intraedge Sept 2010 to Sept 2011

Sr. Project Manager

Assigned to the business as a Sr. Program Manager providing support to DHL DGF offices in North America for IT infrastructure. Providing management of projects for installations and upgrades to LAN, desktop (hardware and OS), WAN and voice platforms. Most recent projects include Upgrade to MS2007/IE8 in North America and LAN upgrade at DHL Brokerage Call Center. Lead for pilot program to upgrade North America to desktop to Windows & and MS2010.

Technisource Oct 2009 to Sept 2010

Sr. Project Manager

Sr. PM supporting the Call Center and IVR Integration programs for the Wells Fargo Wachovia merger.

Leading the initiatives for the planning, financial tracking, status reporting and management of risks and issues. Skilled in the use of CREST, Planview and STAMP as used in the management of projects. Provides on-boarding support of new PMs on process and procedures of Wells Fargo PMO, as required.

Interfaces with management teams as necessary for updates, escalation and status update.

CIBER Inc. Feb 2008 to July 2009

Sr. Project Manager

Sr. PM for deployment of NICE Call Center solutions for American Express Technologies and network migration to MPLS for 500+ business sites.

Responsible for development of the financials, design, schedule and deployment of corporate projects.

Providing PM support on Amex NI/VI projects for The NICE Call Center Solution platform,

Responsible to track and report on project spend and resource allocations for projects.

Lead negotiations for alignment for schedules and change controls.

Maintain communication channels with Business Units during projects cycle.

Incorporate AMEX PM Toolset into projects: EPIC, Project Tracker, Clarity Share-Point and Ariba.

Countrywide Financial Corp. May 2005 to Feb 2008

Sr. Project Manager

Project Manager for Deployment of Voice Technologies

Leader for project teams design upgrades and deployment of Data Center and Call Center

Technologies; Aspect Call Center Servers, NICE, Concerto, Nortel Passport, Call Manager and VoIP

High Availability (HA) and Business Continuation Programs (BCP)

Team Leader for testing and deployment of Aspect ECS / SCR II

Team Leader for NICE installation and upgrade programs.

Team member for POC and certification team for new technologies.

Working with Telecommunications team and Business Units to ensure proper processes are in place prior to deployment.

Comsys Corp Jun 2004 to May 2005

Sr. Project Manager

Project Manager assigned to IBM supporting the American Express Account for deployment of Security Web Applications.

Providing the direction of design, testing and deployment of SSO database application for Internet access, leading an international, cross-functional team infrastructure team on deployment of security applications migrating from Sybase to Oracle based platforms.

Project tracking using the AMEX project toolsets.

High Availability and BCP design and deployment across multiple Data Centers

Reporting on project deployment, schedule, budget and financials during deployment.

General Motors, Detroit, MI May 2000 – Sept. 2003

Global Program / Project Manager

Program Manager of development and management of 300 room video-collaboration programs, encompassing video conferencing, program development, automotive design and other management programs. Member of Telecommunications Strategic Planning team.

Sr. Project Manager for R&D and migration of network and services for Video and Voice over IP.

Manage outsourced services on a global basis, develop design processes and standards and coordinate deployment and support of services.

Liaise with executive management regarding problem identification and resolution, in addition to holding fiscal responsibility for operations, support and network issues.

Fiscal responsibility for network and services and provided input to overall IS budget process.

Accomplishments

Project Leader on migration of 300+ global sites for network, support services, reservation service and local support services.

Deployed first global support services contract for GM, and contract manager

Developed “Best Practices” for network and support services.

Developed and deployed global standards for video-collaboration technology.

Lead R&D, pilot project and deployed VoIP for GMAC.

Siemens, Inc., Detroit, MI Sept 1998 – April 2000

Senior Consultant – Ford WHQ

Served as Program Manager for Ford Global Voice and Video network.

Responsibility for providing support to Executive staff on network cost analysis and operational issues.

Managed deployment of major networks, PBX equipment and their migration, while guiding process management for customer support operations and global network operational documentation.

Accomplishments

Lead team for migration of international VPN to new service provider.

Reduced spend for RAS and VPN network services by 30%.

Developed process and procedures for NOC for problem resolution, reducing downtime by 15%.

Designed and deployed network reengineering for VPN which resulted in the improvement of network monitoring and reduced downtime.

Developed executive database for tracking usage and spend for network.

Libbey, Inc., Toledo, OH Sept 1996 – April 1998

Director – ITS Support

Spearheaded all IT support functions for leading manufacturer and supplier of glassware for commercial land consumer markets.

Held responsibility for strategic support planning and implementation, encompassing LAN, WAN, desktop, AS400, e-mail, Internet, voice and video services.

Disaster Planning and Business Continuation Program.

Member of Strategic Planning Team, responsible for short and long term planning for telecommunications, voice, data, video and related applications. Responsible for execution of strategic plans.

Accomplishments:

Lead team in the migration of the business system applications to the AS400 RISC platform. This was accomplished with zero downtime on the productions systems and resulted in an improvement of throughput of 200%.

Developed the national support program for LAN infrastructure, this resulted in a 35% reduction in costs and improvement to response time by 75%.

Lead project team on migration to VPN and IP and VoIP network.

AlliedSignal, Inc., Tempe, AZ Oct 1985 – Sept 1996

Senior Consultant - Telecommunications

Provided comprehensive consulting, design and support services for voice, video and data communications with overall responsibility for all corporate Video and Audio Conferencing functions.

Deployed video conference meeting rooms and multi-point video conference bridging services on a global basis.

Managed centralized scheduling services and strategic planning for new opportunities while providing consulting support for domestic and international locations regarding design and project management of telecommunications programs.

Traveled internationally to ensure successful completion of diverse telecommunications projects and programs.

Prepared costs studies, conducted budget analysis and coordinated with equipment vendors regarding implementation of strategic technical business solutions.

Developed processes and standards related to corporate telecommunications and infrastructure. Project leader for migration of Siemens’ PBX, voicemail and network technology refresh.

Accomplishments

Team leader for deployment of global videoconference program. Technical Consultant for voice technology platform, PBX, Network and Best Practices.

Provide design and technical support and implemented first call centers in Europe.

Served as technical consultant for domestic and international locations.

Reduced operating costs for Automotive Sector on average of $1 million per year.

Served on several customer advisory committees, charted with investigation of new technologies, ATM, SONET and VoIP.

Education / Training

U.S. Air Force Academy of Applied Sciences

AS, Telecommunications

Professional Training:

General Motors Project Manager Certification

General Motors Advanced Project Manager PMI

TQM Facilitator

USAF Team Chief Academy

Six Sigma

Mitel 200 SX

Fujitsu Focus PBX

Nortel SL-1 PBX Option 11

affiliations

AT&T Customer Advisory Committee

International Telecommunications Association

National Rolm Users Group

PictureTel Users Group

Excellent References Available Upon Request

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