Telecommunications Manager
Resume:
Doreen Wall
**** * ******** ***** #**** MIAMI, FL 33132
*******@******.***
SUMMARY
IT Infrastructure Executive
Experienced IT Infrastructure/Voice Technology leader delivering enterprise solutions, integrating business operations and management. I have architected technology programs for enterprises that provide business results leveraging technology for domestic and international businesses. In these roles, I have lead enterprise teams of IT professionals to reach new levels of productivity and provide meaningful ROI.
QUALIFICATIONS
Operations Management
Strategic Business Planning
Contact Center Architecture
IVR and Dialer Design
Call Recording
VoIP and Legacy Telecom
Cross Functional Teams
Project Management
Off Shore Resource Mgmt.
Infrastructure Leadership
Budget Management
Enterprise Organizations
Team Building
Compliance Audits
Contract Negotiation
Change Management
Risk Mgmt. and Mitigation
SDLC
SKILLS & ACCOMPLISHMENTS
Network Infrastructure/Telecommunications Management:
20+ years managing technical, support and personnel in the Information Technology and Telecommunication Profession.
Architected, managed and set up operations for Data Centers, Call Centers and Technical Support Centers
Administration and management of corporate budgets and capital expense annually to support networks, staff, hardware, software, and vendor on/off shore resources.
Championed the implementation of call accounting system with processes and controls to track and charge back annual telecommunication expenses.
Consulted with Business stakeholders to identify business requirements for IVR and ACD scripting and routing.
Architected, managed the development and implementation of cross functional voice and network teams
Established policies and procedures for technicians in Network Operations.
Negotiated service and carrier contracts including tariff contracts.
Implemented IT project management workflow providing project definition, team formation, status reporting and systematic monitoring
Planned and managed new facility construction for corporate facilities and acquisition telecommunications (Domestically & International)
Directed the implementation of a 24x7 Help Desk service center to support all information system clients.
Facilitated a standards development process, at the corporate level, for voice/data implementation and usage. Standardized documentation for all data centers.
EMPLOYMENT
ADT and JJWall Associates 04/14 – Present
Project Manager (Contractor)
Responsible for the Network Migration and separation activities related to the ADT/Tyco Split
Project Management of new GSM’s, Load Balancers and Mobile Iron Devices
Project Management of 100+ Domains to new ADT IP space
Project Management of B2B VPN’s from shared Tyco IP space to new ADT IP’s and Firewalls
BAYVIEW ASSET MANAGEMENT – Miami, FL 04/12 – 04/14
IT Infrastructure/Telecommunications Manager
Managed Telecommunications Engineers, SOA developers and technicians to support all loan processing contact centers with business stakeholders. Responsibilities for Vendor Management, contract negotiations and budget management
Architected installation of six new call centers to support financial business segments, as well as new facility build(s) / expansion and relocations of existing sites
Management of SOA - JBoss Development, release management and upgrade to current version to support contact center applications and systems
Worked closely with the Middle Tier, Database and ETL teams
Management of systems that included: Avaya PBX systems, - 8700’s, 8500, Media Gateways, vectors and routing, ACD, Call Centers, Multiple queues and skills for various lines of business, Presence Dialer, Witness Recording system, Avaya Experience Portal - IVR, Avaya Aura Voice messaging systems
Quarterly meetings with Bank of America Compliance teams for call audits
Management of outsourced – Nuance Project (formerly Varolii) for outbound dialer campaigns
Management of outsourcing vendor for call center overflow (ACT)
Budget Management – Capital and Operations, Vendor negotiation, Invoice Management and Processing
MEDCO HEALTH SOLUTIONS – Franklin Lakes, NJ 05/10 – 4/12
Voice Technologies Manager
Management of IT support staff of engineers and technicians supporting 10,000 seat Call Center Operation located throughout the US, including domestic & offshore vendor management and negotiations
Business requirements analysis & Project Management of Genesys routing, Avaya vectors and programming
Management of Voice Technologies for multiple sites throughout the US
Carrier Management and assignment of over 6200 toll free numbers
Program Managed enterprise voice technology projects throughout company
Design and management of IVR scripting and revisions for the business
Hot Wire Communications – Miami, FL ? – 4/10
ISN TELCOM – Miami, FL 04/08 - 3/09
Project Manager
Worked with Customers to determine business needs and technical requirements. Translated to the provisioning team for programming and development. Account management, sales presentations & customer Service
Project Management of Broadsoft IP PBX hosted systems.
Call Flow Design
SUN PASS – Boca Raton, FL 06/07 - 02/08
Telecommunications Program Manager (Contractor)
Project/Program Management - Florida Sun Pass data/Telco network installation for Florida Turnpike black fiber and AT&T circuits. Consulted with the business unites identifying technical and business requirements for systems and managed communication with executive leadership teams on progress reports.
Managed the Microsoft Engineering and Desktop Support team – including project management of a migration/collapse of 3 Active directory domains into a single forest (57 servers, 300 desktops, 400+ users)
Operational, project and capital budget management of all telecom solutions for Florida Department of Transportation Sun Pass Division – including architecting and programming.
Management of new telecommunication systems installations – including hands-on upgrade and management of two Nortel PBX systems from Option 61C’s to 81C’s (CS1K) and Nortel IVR development and Contact Center Manager 6.0 upgrades.
Vendor selection and negotiations for all telecom equipment, professional services, hardware/software/upgrades, and maintenance & support contracts. Also negotiated and managed the call center re-cabling for facilities from Boca Raton to Orlando, Florida.
VISTA HEALTHPLAN – Sunrise, FL 10/06 - 05/07
Call Center Operations Specialist (Contractor)
Operational, project and budget management of telecom solutions for Florida-based health insurance organization – including architecting solutions and design of the call flow of the Edify IVR and Nortel ACD switches; developing and implementing complex solutions for multiple site contact centers; and hands-on hardware/software/circuit upgrades. Fiscal responsibility for all telecom solutions (voice/data circuits, month charges, cell phones, PDA)
Successfully managed enterprise-wide VoIP installations using Nortel and Cisco data switches; Call Pilot upgrades; Nice Call Recording system installation; Cisco Call Manager 5.x & Unity Express voicemail installations; and Contact Center Manager 6.0 upgrades and installations
Architected and implemented IVR/ACD call flows via Symposium scripting for three contact centers totaling 500+ seats (two in Florida and one in North Carolina). This included ongoing support of an Edify IVR using a Genesis T-Server.
AT&T – Jacksonville, FL 03/06 - 09/06
Telecommunications Architect/ Project Manager (Contractor)
Consecutive and concurrent BCM installations for US Bank throughout the United States (AT&T)
Design and pre-configuration of all telecom equipment for over 30 nationally distributed sites, project managed installation roll-outs, remote testing and troubleshooting
ALLEN SYSTEMS GROUP - Naples, FL 02/05 - 02/06
Manger Telephony Systems
Responsible for Telephony Infrastructure and VoIP deployments, Data Infrastructure, Related Hardware, Software, Peripherals, Services and Contracts for 7 US offices and 34 International locations. Architected engineering requirements for new systems and upgrades. Management of the engineers, technicians, projects, billing analyst and operators.
Management of Telephony integration and WAN Circuits for all locations and acquisitions
Accountable for VOIP, Wireless and Video Conferencing including vendor selection, negotiation, contracts, services, software and hardware worldwide.
Reduced monthly operating expenses over ~50k per month during first 6 months.
TRINITY HEALTH – Farmington Hills, MI 09/03 – 01/05
Operations-Telecommunications Manager
Member of the Trinity Health strategic planning team, with responsibility for voice and data networks
Direct responsibility for daily activities of 2 major hospitals and 74 clinics (Mercy Health System).
Responsible for the RFPs, vendor negotiations for services, hardware and ongoing maintenance.
BLUE CROSS BLUE SHIELD - Southfield, MI 03/02 – 09/03
Telecommunications (Contractor)
Member of ‘Process to Production’ team. Set policies and procedures for technicians and Switch rooms to accommodate 3000+ users
Responsible for the programming and engineering of the Option 81C and oversee moves, Additions and changes for Southfield BCBSM and remote sites.
Project Manager for the hardware installation of the new Option 81 C to support 3000 users in 3 locations.
GALE CENGAGE LEARNING - Farmington Hills, MI 10/99 – 02/02
Senior Manager Telecommunications
Managed team of Engineers, MCSE’s and desktop personnel nationwide. Responsible for all circuit provisioning, ordering and contract negotiations, voice and data. Support to all sites supporting 3500 users nationwide. Engineered and set up Call Centers – Voice Menus and Routing of calls.
Project Managed three new data center in San Diego, Boston and Cleveland
Initiated the installation, deployment and management of a 24x7x365 Help Desk Services Center
Responsible for wireless devices, PRI’s, WAN Circuits and Picture Tel Video Conference systems.
Reduced monthly operating expenses by ~$45K /month
PROFESSIONAL EXPERIENCE 1984-1999 Include ATT, Verizon, Sprint and MCI engagements
EXPERIENCE AND TRAINING
Project Management Professional Training through PMI
Dale Carnegie Leadership Course
Managing Technical Professionals through AMI
Avaya 8700 and 8500, Avaya Experience Portal, Aura Messaging
Genesys -IVR’s and Dialers, Presence Dialer
Video Conference systems,
Nortel CS1K, Call Pilot, Symposium ACD, Database Administration
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