Robert A. Mulholland

**** ********* **. *****: 248-***-**** (cell)

Waterford, MI. 48327 Email: acec4a@r.postjobfree.com

http://www.linkedin.com/in/robertmulholland/

CAREER SUMMARY

I am a senior IT Professional that has extensive leadership and technical

experience across a diverse segment of industries such as Automotive,

financial and healthcare environments. Dedicated to quality improvement and

recognized with many awards and bonuses for accountability in all processes

and projects. While having expertise knowledge specializing in call center

applications such as Workforce Management, NICE, Aspect SMS, in call

centers, Contact Center Operations, IT Operations and Project Management

for over a 20 plus year span.

I have extensive knowledge in IT Operations Management, Disaster Recovery

Management, Data Center Architect, Vendor Management, Server Consolidation,

Hands-on Server Application Administrator, Customer Service, Problem

Solving, Desktop Administrator, IT Budget, Cost Analysis, Network Design,

Hardware / Software Standards, Business Process improvements / Re-

Engineering, Lean Initiatives, Agile, ITIL, IT Business Analyst, IT Asset

Management.

I have many years in implementing infrastructure hardware and software

technologies to support large user groups, Business Operations and Call

Center operations, Integration, testing and Support in large corporate

environments. I have supported multiple remote locations and effectively

managed IT budgets in excess of thirteen million dollars as well as IT

personnel. I have the proven ability to translate business needs into

technology requirements that support the company's goals and objectives

while insuring all phases of each project are adhered too, by analysis,

requirements, vendor selection, implementation, and training.

I have very strong business acumen and communication skills with many years

in voice and data technologies with ability to facilitate large cross

functional teams, manage platforms, business programs, products and vendors

as well as project managing innovative development efforts. I have

successfully managed many projects over my twenty years of work utilizing

many project management methodologies as PMBOK. Agile, CRUM, Lean, Six

sigma, Lean Six Sigma, from projects including data networking, Voice

communications including VOIP technologies, server design, configuration

and implementation, application configuration/integration and

implementation, Data storage/SAN arrays build design requirements, upgrades

and implementations.

Tools

Project Management Risk Management

Infrastructure Design Customer Service

Risk Management Six-Sigma/ Lean Six Sigma

Infrastructure implementation Change Management

PMBOK / Agile / Lean Principles ITIL

Custom application implementation Vendor Management

and support Business Process Improvement

Strategic Planning Resource Management

Team Management / Coaching Client Relationship Building

Incident Management Use Case Development

Operational Analysis Problem Resolution & Troubleshooting

Strategic planning and needs

analysis. Server management

Define Process Flows

TECHNICAL SKILLS

Microsoft Server (2000, 2003, 2008, WINDOWS (3.0, 3.11, 95. 2000-03. XP,

2010) Vista, WIN 7)

MS Office Suite HP Open View, Quality Center

MS Project Aspect SMS, WFM

MS Project Server Blue pumpkin_Witness 360

MS Visio IEX - Total View

MS Sharepoint Server NICE

MS IM Cisco CUCM,

Live Meeting, Webex Genesys / GPLUS

Opstel Nexus

Avaya PBX, DSA, Audix, Intuity Clarity

EXPERIENCE

MSX International, Warren/Dearborn, MI

March, 2014 - May 2014

Project Manager,

Project managing an agile project plan for Application rewrite from

mainframe application to SaaS, PaaS, IaaS/WEB environment. S.o.W.

restructure, Application Business requirements gathering, including storage

requirements and documentation. The Vender will be supplying the Saas, Saas

Cloud. IaaS, IaaS cloud, PaaS and WEB environments. This application

redesign rewrite will be allowing for future growth, in house support

management, new customer expansion and a host of new process and

functionality.

Verizon Business, Pleasanton, CA

July, 2012 - December 2013

WFM PM, OpsTel, Knowlagent SME

Aspect WFM, NICE, Knowlegent & Opstel application deployment Team Lead, for

Kaiser Permanente Call center enterprise infrastructure roll out. Put

together the project time line for WFM roll out in Microsoft Project for

each WFM process up to deployment. Objective was to insured all site

admin's and team members were prepared trained and understood Aspect e-wfm

software and backend administration, Opstel Administration tool. While also

working with and integrating additional applications such as PeopleSoft,

Nice, Ktime, Kronos, Genesys GPLUS, Cisco IP phones and Right fax

applications to have been tested and user functionality working as

expected. All servers and access administration rights and policies were

correct. Hand off to each call center goes off smoothly with little to no

interruption In 24 by 7 call center environments. This rollout included

twenty seven call centers in the U.S. with four deployment teams managing

each zone and ensuring enterprise model is kept in each region. Upon roll

out of second call center we had zero defects regarding WFM configuration

or usability.

Genesis10, Troy, MI August, 2010 - March 2012

PM, Service Delivery Manager

Proven management professional managing multiple sites and operations with

over one hundred and twenty project managers, design tech leads, system

administrators and many others. Additional role as Infrastructure manager

for VOIP telecommunications, firewall, router and network systems support.

Created all Incident management documentation and process for facilities

and managed systems.

Technical Project Manager (TPM):

Infrastructure projects inside Bank of America. All aspects of the project

life cycle are part of TPM role - Design to deployment of project

deliverables; Application rewrites, design, implementations utilizing Six

Sigma and Lean Six Sigma Principles with special attention surrounding

budgets, schedules, teams, venders, timeline of deliverables. Project

managed and implemented datacenter hardware, severs, router design and a

four million and an eleven million dollar data storage array and assisted

in design of same. All principles of project management in large scale and

multiple sites are affected along with international impact. This work

consisted of implementing two new data centers and integrating new mergers

into the BOA environments and internal PM application upgrades to Verizon

such as MS Project, Nexus, Clarity.

Operations Manager / Service Delivery Manager (SDM):

Managing multiple facilities with over 150 employees throughout MI, NY, NC,

FL, GA, KC, CA, MN, MO. Consisting of project managers, technical project

managers, engagement managers, technical design managers, design technical

leads, portfolio managers and implementation engineers. Supporting two

facilities for all circuit provisioning and hardware systems management and

support, not limited to Mitel VOIP PBX, Mitel phones, Sonicwall, Edgemarc,

Cisco router, HP switches and APC backup UPS.

IBM/Lockheed Martin, Detroit, MI

March, 2010 - August, 2010

WFM SME

WFM Deployment Team Lead for 2010 Census Bureau to insure all team members

were trained and understood Aspect eWFM software and tools, integrated and

tested servers and access administration rights and policies. Verify all

eWFM process functioning properly for operations hand off to onsite staff.

Provided assurance that all required tools for Aspect eWFM application

functions to be working as expected.

. Developed Scheduling and Attendance Compliance reporting and goals

. Developed detailed methods and procedures to guide WFM team in daily

operations

. Maintain and developed comprehensive Capacity Plan for a staff of 200

local and remote phone agents

. Developed reports used to track KPI's for 11 call centers, giving

management a detailed and holistic view of the enterprise

. Trained junior Workforce Analysts, Mangers, Team Leaders in the use of

eWFM application and tools for various programs, resulting in a highly

effective Workforce group

. Communicated with Site Workforce teams regarding eWFM reporting and

agent monitoring leading to unified reporting and tracking across all

sites

BCBSM: Medicare Advantage, Detroit, MI Oct, 2005 - March,

2009

Operations Technical SME/Sr. Analyst, PM

. Responsible for saving BCBSM/Medicare advantage department over

1Million dollars in programming and reporting changes

. Analyzed application reporting functionality, record issues/concerns

. PM for rewrite and all Medicare Advantage & Southeast application

routing, reporting and announcements

. Develop incident management process/timeline for error correction

. Design new ACD programming/application/reporting base templates

. Develop programming alignment changes process and rollout integration

plan

. Agile PMP principles utilized in instituting all new programming change

management procedures

. Vender management on Aspect ACD UNIX Server and back up

. Presented with customer service award for job well done and completing

work in less than time allotted by vender

Sr. Technical programmer/Aspect ACD Programmer

. Aspect ACD programming team member

. Re-design/programming changes for business improvement practices and

alignment with corporate goals

. Responsible for taking on additional responsibilities and owning new

process and procedures

. Aspect ACD Unix Server and Back up Administration

. Improved on vender relations to keep SLA's in accordance with corporate

business practices, process and requirements

. Trained other team members on additions tools and functions

. Influenced other departments in cohesive team alliance

. Demonstrated ability to take on new additional task and develop

testing, implementation and support functions

EDS: GM OnStar, Troy MI.

August 2004 - October 2005

Advanced Sr. Analyst/Server Application Total View WFM Support.

. Responsible for support to GM/OnStar on all Total View WFM support

functions

. Responsible for Unix Server support management and Updates, patches to

all Total View servers and documented the server build and support

process.

. Created, Developed and managed the IEX Total View Application upgrade

to each server and documented the complete process and what each patch

resolved

. Trained team members on Total View Application and support

. Prepared all Application support process

. Key Liaison between GM/OnStar and IEX Corporation for EDS

Daimler Chrysler Financial, Farmington Hills, MI July 1997 - August

2004

Data Network Infrastructure, Telecommunications Technician, PM

Telecommunications Team

IT telecommunication specialist for Voice and Data Network infrastructure

PBX, ACD, Voice Mail and conferencing hardware and wiring, Service

Provisioning, D-Mark to internal DSU/CSU & T-Server equipment. Project

managing and supporting of IT and Telecommunications initiatives while

participating in planning and implementation of site and consolidation

moves throughout U.S. and Canada, new call centers installation and DCX

world headquarters move. Daily adds moves and changes for all DCX and MB

USA call centers and business centers. Traveled throughout U.S. and Canada

for call center and business office relocation moves

. Technical lead for all voice/data wiring, routers, switches including

installation and support.

. Key team member on Installing and configuring Aspect ACD, Avaya PBX,

Nortel PBX, MS Server 2000.

. Saved Daimler Chrysler Financial Services over fifteen thousand

dollars in moving PC's and Servers and over twenty thousand dollars in

outsourcing O.S. upgrades.

. Lead tech in test facility "Sandbox" data center and all services.

. Assisted Project coordination of Voice & Data wiring for World

headquarters move from Southfield to Farmington Hills, Michigan world

headquarters and supported moving forward.

. Project managed installed and supported E-911 servers.

. Administered voice recognition application server.

. Installed and supported Polycom video conferring and voice solutions.

. Managed Avaya Intuity/Audix, Nortel Meriden Mail and Aspect Mail

systems.

. Installed configured and supported VoIP Data Access Points and VoIP

Spanlink Phones

. Documented all voice and data wiring for new world headquarters

facility utilizing DocIT Application. Installed, managed and supported

all structured cabling for DCX world headquarters and call centers.

. Team member in managing/supporting uninstalling/reinstalling Avaya

PBX's, Aspect ACD's, voice mail systems and dialers. Key lead on

Installation on DCX World Headquarters new Nortel PBX, Installed and

configured switch and supporting telecommunications devices, Aspect

ACD's and Telesets, installed and supported Pots lines, Faxes,

Printers.

. Hands on experience in installing VOIP Network for IP Phones.

. HP Open view administrator.

. Novell 4.11 Administrator, Downed/Moved and installed servers,

Connected to DCX Network and Office PC's/Printer.

. Moved 7 Operating Call centers to new building locations in 72 hours.

. Supported 11 Call Centers for financial and business offices

throughout North America and Canada, including World Headquarters.

. Supported multiple Aspect ACD's including all associated call routing,

programs and applications that support Call Center Operations.

. Team Lead for Chrysler Engineering & Operations Server 2003

upgrades.

EDUCATION

Oakland Community College

Avaya Admin Training

Aspect SMS Training

Aspect WFM Training

IEX WFM Training

Blue Pumpkin/Witness 360 Training

HP Printer Training

PC & Laptop Training

Microsoft Windows Training

Novel Training

Dondero High School

USN

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