Sales Manager

Marc J. Burling

***** ***** ***. *. *****, FL ***74 . 727-***-**** . ********@*****.***

Summary

Accomplished IT professional with over 25 years' cross-functional IT

expertise in Educational Service, Finance, MIS, WAN/LAN Networking

Applications, Application Development, Sales, Business Development,

Telecommunications and Call Center evaluation and design. Lauded for

expertise in business analysis, resulting in multimillion-dollar

operational savings. Plan and manage client projects from inception through

completion, including budget development and allocation.

Professional Experience

ERIE PROCESSING SERVICES, INC. LARGO, FL. 1/13-Present

President

Provide high risk merchant accounts for businesses in high-volume

industries, high-risk industries, owners with poor or bad credit, offshore

or international needs, and many other circumstances that limit a company's

ability to perform credit card processing. In addition provide PCI-DSS SAQ

A-D certification services that comply with VISA and MasterCard

requirements.

INVICTUS SOLUTIONS LTD. BELMOPAN, BELIZE C.A. 5/10-7/13

Chief Technology Officer

Provide the high level requirements to design and implement and manage a 7

x 24 inbound/outbound call center in the country of Belize. Call center to

begin with 160 agents and have the ability to scale to over 1100 agents.

System will be based on a cloud based leased VOIP PBX/ACD system. Call

Center will provide a wide range of inbound/outbound services to the B2B

and B2C business community on an international basis.

. Call Center Resource planning and training.

. Real-Time call and agent quality monitoring.

. Interface w/technology partners to enhance VOIP, IVR and TDM voice

technologies.

. Develop key performance indicators (KPI) to monitor and report on call

center efficiency and performance.

. Designed call flow utilizing skills based routing.

. Designed call center facilities for blended call center environment.

. Design and layout of the call center offices and cubicles.

. Work with cabling vendors to provide the latest cabling topologies.

. Procured all software and workstation PC's and required LAN/WAN/Fiber

network appliances.

. Engineered the amount of trunking/bandwidth required to provide a P.001

level of service utilizing Erlang traffic engineering formulas.

. Designed a business continuity/disaster recovery plan that included CNG

backup power generators, system backup and recovery, and alternate call

routing via multiple vendor demarcations.

. Designed call vectors based on call type, location and skills.

. Utilized Work Force Management (WFM) platform for reporting and

documenting of workflow and agent performance.

. Implemented call recording and monitoring technologies.

. Provided monitoring, backups and reporting on application-specific

programs.

ERIE PROCESSING CORP., LARGO FL. 11/04-5/10

President/CEO

Founded and managed all aspects of a vertically integrated education

finance and consolidation student loan company that markets, consolidates,

collects, and services education loans. Company marketed student loans and

consolidations through direct-to-consumer programs, including targeted

direct mail, telemarketing, internet as well as through various affinity

and campus-based channels.

Designed proprietary DOE compliant web-based e-signature platform.

. Negotiated multi-million dollar contracts with various vendors,

servicers, and guaranty agencies.

. Developed web-based transactional loan application processing and

collection systems (ELPS)/(EPCS) that seamlessly integrated into common

line if required.

. Developed first ever Patent Pending Consolidateyourself.com self-help web-

based consolidation loan processing platform that legally pulled NSLDS

info into the FFLEP application and presented student with a completed

loan consolidation ready for e-signing.

. Designed proprietary DOE compliant web-based e-signature platform.

. Collaborated with various FFLEP and private loan lenders on new product

development and strategic marketing strategies for product deployment and

post market financial analysis.

. Managed $70M monthly credit line for the funding and sale of FFLEP

consolidation loans.

. Consolidated over $1B in FFLEP and Private student loan originations and

consolidations through companies LID.

. Set and monitor departmental and individual objectives to align with

overall business goals.

. Designed and Managed 3 call centers located in Fl and NY that were

staffed with over 350 FTE's annually.

. Procured and Managed all Telecommunications services and equipment

including Noble and Spitfire dialers, CISCO routers and PIX devices, and

Long Distance services from multiple vendors.

. Define, develop, and implement a department strategy, creating

objectives that contribute to the company's strategic direction.

. Management of CRM and related business systems, network systems, and

communication systems.

. Managed operating expenses and capital budgets.

. Continuously managed the development of new technical solutions.

. Plan, direct, and evaluate the use of new technologies / business systems

to enhance business operations.

. Designed and implemented disaster recovery and business resumption plan

and remote facility.

AMERICAN COLLEGIATE FINANCIAL SERVICES, ST. PETERSBURG, FL. 06/03-11/04

Chief Information Officer

Responsible for all aspects of the companies IT/IS budget, hardware and

software design, procurement, operational staff and support of the

companies federal student loan consolidation operations.

. Procured and installed a 250 station InterTel VOIP based inbound/outbound

PBX system, which allowed the addition of remote/home-based agents.

. Performed all duties and responsibilities in compliance with standard

operating procedures, Federal, State and Local regulations.

. Partnered with IT to implement technology infrastructure, including the

hardware, software, and telephony required.

. Responsible for all call center operating systems.

. Ensure the call center is a clean and safe working environment

. Develop annual budgets (both expense and capital) for business solutions

delivery services supporting areas of responsibility and ensure

expenditures are within budget.

. Developed solutions to problems by viewing them from a different

framework or perspective and use existing technologies, processes, or

services that benefit the company and the customer.

. Built effective teams committed to organizational goals; foster

collaboration among team members and among teams; use teams to address

relevant issues.

. Designed, implemented, and managed a 7x24x365 High-Availability Web

Hosting Data Center.

. Designed and implemented Network Operations Center contingency/disaster

recovery plan.

. Design and integrated a completely paperless browser based transactional

Loan Application Processing System (LAPS) that supported over 150 CSR's

based on Sun Solaris and Oracle database systems which increased loan

volume by over 50% from $400M to over $900M per year.

VOYAGE DATA CORPORATION, SARASOTA, FL 5/02-6/03

Technology Consultant

Wireless HIPAA applications solution provider to the Healthcare vertical

market.

Responsible for the technology integration to all major healthcare

providers leveraging an XML engine, and Mdvisor portal to integrate backend

healthcare information systems and deploy a new, highly intuitive and

completely customizable thin client user interface on any wireless PDA, WAP

cell phone or traditional PC browser.

Design and Integration of Computer Associates Wireless Integration Suite,

Unicenter NMO, SDO, and Service Desk for monitoring UHS's clinical

information systems.

. System Admin for eTrust Access Control and Single Sign-On utilizing

various biometric authentication devices.

. Provided integration support for eTrust directory and Access Control into

LDAP and NT Active Directory.

. Installation and Administration of CleverPath Portal 4.0

Digital Vault, Inc. (Start-up of Computer Associates Intl.), Largo, FL

10/00-01/02

Director of Technology

Managed and executed Web hosting and applications development projects for

fortune 500+ companies with additional responsibilities, including:

. Designed and implemented a 7x24x365 Network Operations Center utilizing

Time Warner facilities.

. Design of network security utilizing eTrust, FireWall, Access Control,

Audit, and Single Sign On application modules.

. Design and implementation of proprietary Video on Demand system.

. Provisioning and support of hardware and data storage assemblies

consisting of EMC, Compaq, Sun, Cisco, and Alteon systems.

. Provided monitoring, backups and reporting on application-specific

program utilizing Computer Associates Unicenter NMO, AMO, SDO, and

Service Desk.

Computer Associates International, Charlotte, NC 5/00-

10/00

Director of Applications Development and Web Hosting

Managed Web hosting and Applications development division. Reported to SVP

of Services.

. Service and installation of Unicenter NMO, AMO, SDO and Service Desk

including eTrust Audit and Access Control modules.

. Managed over 30 application developers and hardware/software technical

support staff.

. Managed 7x24 network operations center, which monitored and

supported client's critical applications.

. Analyzed and identified costly operational and technology deficiencies.

. Collaborated with Senior Sales Management to address and develop

presentations and proof of concepts for potential clients.

. Initiated efforts to address and resolve issues, saving company more than

$1M. in recurring expenses.

. Appointed to position of partner and participated in dissolving division.

. Successfully migrated employees to new positions.

Rochester Telephone/Global Crossing, Tampa, FL 3/99-

5/00

Regional Data Solutions Engineer

Technically supported Sales Engineers in 9 states and analyzed and approved

technologies for networking projects.

. Collaborated with client senior management in the design and development

of disaster recovery contingency planning on various voice/data

applications.

. Perform pre-sale technical assurance of all ATM, DSL, Internet, FR,

SONET, and IP LAN/WAN networks.

. Proposed voice/data communications equipment and solutions which included

ATT PBX/KSU's, CISCO routers and Switches, Hitachi SONET equipment,

firewall security from various vendors, and CSU/DSU's from Kentrox and

Adtran.

. Develop short-term and long-term voice/data networking solutions for

fortune 500 companies.

. Responsible for SONET/DWDM provisioning via TMN system

. Contributed to Tampa division achieving Number 1 Sales ranking for 3

consecutive quarters.

. Consulted and presented onsite troubleshooting technologies to clients.

. Liaison between Sales Engineers and Data Account Executives.

. Technically assured data/voice network designs prior to contract award

and provisioning.

RDC/National Weather Service, Silver Spring, MD 3/96-

3/99

Network Operations Manager

Reported directly to CFO and CIO.

. Managed all LAN/WAN networking activity for 1500-user multimedia

environment.

. Supported user activity within the NWS network including Corel Suite,

Netscape, cc: Mail, Win95/98/NT, NT server, Microsoft SQL, Oracle, and

Informix.

. Challenged to maintain and allocate budget for future network

technologies.

. Instrumental in the requirement definition, standards, and acquisition of

Netscape's Suitespot Pro, Communicator Pro and Mission Control electronic

mail platform that will be replacing the NOAA wide cc: Mail platform.

. Oversaw 7x24x365 technical support staff, provided internet traffic

reports according to NWS SLA's, procured internet servers and gateways,

and managed cc: Mail applications for 10,000 users.

. Designed and implemented Server/Midrange system disaster recovery plan.

. Utilized ATM/SONET technology in tandem with MAE East agreement to

improve response time by 60%.

Fleet Bank, Utica, NY 4/92-3/96

Operations Manager, Telecommunications

Executed multiple merger and acquisition projects throughout 9 state

region; directed and managed both Fleet and vendor project teams.

. Developed and supervised Remote Telecommunications Support Group

comprised of 27 managers, analysts and technicians supporting more than

360 locations throughout New York State.

. Technical Lead on the relocated Corporate Answer Center, handling more

than 250,000 client account calls daily utilizing LAN/WAN, VRU, PBX and

ACD technologies.

. Managed 7 x 24 Corporate Communications Center supporting over 1300

branches, 800 ATM's and 20,000 company users.

. Created and maintained NCP Gen. database. Monitored and maintained

network ads, moves, and changes related to ATM/Tandem network, VTAM,

FEP's and all 3270 devices.

SUNY Institute of Technology, Marcy, NY 9/90-9/91

Telecommunications Instructor

Taught network instruction classes, including Communication Design, Network

Protocols and Standards, Intro to Telecommunications, and Transmission

Theory and Design.

International Computers Ltd., Utica, NY 5/88-

9/90

Network communications Manager, North America

. Designed and implemented integrated voice/data/video communications

network utilizing T-1, X.25, TCP/IP, Synchronous and Asynchronous

protocols, achieving 35% efficiency improvement.

. Initiated policies and procedures for network security, problem

identification, and resolution.

. Reduced network incidences company-wide by 50%, realizing nearly $1M

savings resulting from successful efforts to develop and staff 24 x 7

communications team.

Computer skills/NETWORK PROTOCOLS Technologies

LAN, WAN, TCP/IP, DNS, UDP, BGP, OSPF, SMTP. Microsoft Office, cc: Mail

ATM, FRAME RELAY, DWDM, SONET, Voice Response Units (VRU)

Education and training

Bachelor of Science in Telecommunications - SUNY IT

Central Insurance School-Florida Life, Health & Variable Annuity 40 Coarse

Certified Netware Administrator

TQM, Managing Quality Improvement

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