DIANE HOHN *** Antrim Lane

PMP Certified Vacaville, CA 95688

CSM, Certified Scrum Master 707-***-**** mobile

HIGHLIGHTS OF QUALIFICATIONS

Over 30 years of continuous Project Management experience in the Medical and Financial technology areas. Professional (PMP) certified since 2012, as well as a Certified Scrum Master since 2020.

Demonstrated successful project management in a wide variety of large and complex projects, with proven ability to manage multiple projects simultaneously.

Extensive experience in project management of various technical implementation projects such as, but not limited to, Virtual Desktop Infrastructure (VDI) solutions, telecommunications (VoIP), electronic medical records, and construction projects. These projects often required working with multiple vendors for successful implementations.

Proven experience in managing, communicating, and coordinating activities withn multiple departments, Senior Management, and vendors.

Demonstrated success as a Liaison with strong communication skills between technical and non-technical staff.

Proven ability to quickly learn, understand, and analyze workflows in a variety of areas to provide recommendations to improve customer service and workflow efficiencies, with an emphasis on utilizing current technology tools.

Strong background in obtaining, writing, and analyzing User Requirements, developing vendor Request For Pricing/Information documents, and analyzing vendor responses, products and contracts. Researching and recommending solutions to Senior Management.

Development of specifications documents based on User Requirements and business needs to implement efficient call center and/or enterprise-wide telephony solutions. This includes a proven ability to design, implement, test, and troublshoot in a variety of telecommunication environments. (Cisco VoIP, Siemens, and Nortel)

Strong troubleshooting abilities in technical environments, with the ability to resolve system issues with minimal impact to customers or department.

Experienced in documenting and maintaining Disaster Recovery Plans and Technical Playbooks, specifically for IT departments, including inventory of software applications and their physical/virtual server locations.

EMPLOYMENT HISTORY

03/07 – 09/22 I.T. Technical Project Manager

NorthBay Healthcare, Fairfield, CA

-Extensive project management and implementation management responsibilities for Cisco Unified Communications VoIP systems, Spok (formerly Amcom) telephony solutions, Virtual Desktop (VDI) deployments, network upgrades, and system upgrades.

-Extensive project management of multiple Microsoft application upgrades and deployments, such as Active Directory, Exchange, Office, Smartsheets and Sharepoint.

-Strong background in vendor management, including large circuit implementations and testing.

-Full project management responsibilities for the conversion from Siemens PBXs to Cisco VoIP Unified Communications. This project consisted of converting 2 hospitals, 3 medical office buildings, and multiple corporate office buildings to VoIP. Over 1500 new telephony devices were deployed with minimal disruption to departments and patients.

-Developed an entirely new telephony numbering plan for the organization from 5000 new DID numbers obtained. This project consisted of over 2000 extensions being converted to new numbers and the communication of these changes to the staff and public entities.

-Project managed multiple network infrastructure upgrades throughout the organization to support VoIP and other wireless devices.

-Managed the new Data Room layout designs, infrastructure implementations, including network and telco cabling and voice and data equipment.

-Successfully performed and/or managed department moves, adds, and changes.

-Certified on Cisco Unified Call Manager and Unified Call Center Express (design and build phones, IVR scripts/prompts, call processing, and CTI routing)

-Developed detailed step-by-step testing scripts for major implementations including, but not limited to, PBX systems, ACD and Call Routing implementations, IVR, VDI, devices, and data networks.

-Maintained standard project documentation such as project plans, gantt charts, meeting minutes, tracking logs, and management status reports. Conducted routine project meetings as required with staff, management, and vendors.

-Worked with Telephone Expense Management consultants reviewing years of data to obtain large credits for over-charges. Maintained detailed tracking of telco invoices.

07/10 – 07/11 Project Manager (Part-Time Contractor)

SOS – Special Order Systems, Loomis, CA

-Extensive project management responsibilities for implementation of Cisco Unified Communications VoIP systems and I3 Call Center Solutions for a wide range of clients (CA Superstores, County of White Pine, NV, Sutter Health, Society of CPAs).

-Successfully performed and/or managed telephony moves, adds, and changes (phones, IVR scripts/prompts, call processing, CTI routing).

-Assisted with the design and implementation of complete system documentation for turnover to End Users, primarily for Cisco UC applications. Turnover documentation included final system configurations as well as detailed instructions to support ongoing moves, adds, and changes.

-Maintained standard project documentation such as project plans, gantt charts, meeting minutes, tracking logs, and management status reports.

-Conducted project meetings as required with staff, vendors, and clients.

08/06 – 03/07 Voice/WAN Project Manager

Washington Mutual Card Services, Pleasanton, CA

-Project management of Nortel digital and VoIP based projects, including Meridian Mail and Call Pilot systems.

-Project management and technical support for multiple call centers using a variety of telecommunications components.

-Strong background in vendor management, including large telco circuit implementations and testing.

-Successfully performed and/or managed telephony moves, adds, and changes (phones, IVR scripts/prompts, call processing, CTI routing).

-Maintained standard project documentation such as project plans, gantt charts, meeting minutes, tracking logs, and management status reports.

-Conducted project meetings as required with staff, vendors, and clients.

10/02 – 07/06 Lead Voice Engineer

NorthBay Healthcare, Fairfield, CA

Extensive project management and implementation management responsibilities for all telephony components including Siemens PBXs and telco circuits.

Technical support for all areas of telecommunications.

Technical Project Management of departmental moves and new occupancy moves.

Strong background in vendor management, including large telco circuit implementations and testing.

Successfully performed and/or managed many telephony (phones, VRU scripts/prompts, call processing, CTI routing) moves, adds, and changes.

Maintained standard project documentation such as project plans, gantt charts, meeting minutes, tracking logs, and management status reports.

Conducted project meetings as required with staff, vendors, and clients.

Designed detailed step-by-step testing scripts for major telecommunication implementations including,but not limited to, PBX systems, ACD and Call Routing implementations, and VRU/IVR implementations.

Analysis of telephone statistical reports to determine performance and/or capacity planning issues and to make recommendations for improved service.

Developed a written Policy and Procedures for Moves Project Management at NorthBay Healthcare.

Developed procedures for the I.T. Telecom staff for on-going system maintenance at NorthBay Healthcare.

Developed training program for the I.T. staff at NorthBay Healthcare for improving vendor relationships.

09/00 – 09/02 Senior Telecommunications Implementation and Project Manager

Providian Financial, Oakland, CA

Extensive project management and implementation management responsibilities for Nortel digital and VoIP switches, including Meridian Mail and Call Pilot systems.

Implementation project management of Davox predictive dialers.

Project Management of GeoTel CTI solutions and upgrades.

Experience with managing Northern Telecom PBX and ACD systems.

Project management and technical support for multiple large call centers using a variety of telecommunications components.

Extensive project management of departmental moves and new occupancy moves.

Maintained standard project documentation such as project plans, gantt charts, meeting minutes, tracking logs, and management status reports.

Conducted project meetings as required with staff, vendors, and clients.

Strong background in vendor management, including large telco circuit implementations and testing.

Full project management and implementation responsibilities for installation and testing of Nortel telephony systems, including GeoTel CTI routing at local and remote locations (Phillipines, Texas, California).

Experienced in implementation and troubleshooting of GeoTel CTI solutions.

Designed complete system documentation for turnover toTechnical Support Teams and End Users for a variety of telecommunications systems. Turnover documentation included final system configurations as well as detailed instructions to support ongoing moves, adds, and changes.

07/99 – 09/00 Telecommunications Project Manager and Consultant

Net National, Inc – under contract to Providian Financial, Oakland, CA

Extensive project management and implementation management responsibilities for installations of: Nortel digital and VoIP switches, including Meridian Mail and Call Pilot systems.

Implementation management of Davox predictive dialers and dialing campaigns.

Project management and troubleshooting experience with GeoTel CTI solutions.

Designed detailed step-by-step testing scripts for major telecommunication implementations including,but not limited to, PBX systems, ACD and Call Routing implementations, and VRU/IVR implementations.

Project management and technical support for large call centers using a variety of telecommunications components located in a multi-state region.

Extensive project management of departmental moves and new occupancy moves.

Strong background in vendor management, including large telco circuit implementations and testing.

Designed complete system documentation for turnover to Technical Support and/or End Users for a variety of telecommunications systems. Turnover documentation included final system configurations, including network diagrams, as well as detailed instructions to support ongoing moves, adds, and changes.

07/98 – 07/99 Manager - Telephony Support Services

The Money Store Central IT, Sacramento, CA

Managed a staff of approximately 10 – 12 technical telephony engineers, supporting 6 locations throughout the Sacramento area.

Developed processes and procedures for monthly maintenance of telephony equipment.

Managed multiple vendor relationships, including contract negotiations and support agreements.

Responsible for the analysis of telephony statistical reports to determine performance or planning issues and to make recommendations for improved service.

Responsible for the analysis of telephony monthly charges to identify over charges and areas for cost savings.

05/97 - 07/98 Telecommunications Senior Project Manager

The Money Store Network Services, Sacramento, CA

Full project management and implementation responsibilities for installation and testing of Siemens/ROLM telephony products for new Call Centers at local and remote locations ( Florida, Oklahoma, Sacramento).

Implementation management of Davox predictive dialers.

Implementation and trouble-shooting of GeoTel CTI solution to assist large call centers with Screen-Pop functionality.

Project management and technical support for multiple large call centers using a variety of telecommunications components.

Designed detailed step-by-step testing scripts for major telecommunication implementations including,but not limited to, PBX systems, ACD and Call Routing implementations, and VRU/IVR implementations.

Extensive project management of departmental moves and new occupancy moves.

Extensive experience in planning and communicating project phases to impacted departments and upper management.

Strong background in vendor management, including large telco circuit implementations and testing.

Successfully performed and/or managed many telephony (phones, VRU scripts/prompts, call processing, CTI routing) moves, adds, and changes.

Designed complete system documentation for turnover to End Users for a variety of telecommunications systems. Turnover documentation included final system configurations as well as detailed instructions to support ongoing moves, adds, and changes.

Analysis of telephone statistical reports to determine performance or capacity issues and to make recommendations for improved service.

02/95 - 04/97 Telecommunications Analyst/Project Manager

Wells Fargo Bank Credit Card Network Services, Concord, CA

Implementation and technical support of Rockwell Spectrum and Galaxy ACD switches.

Implementation and technical support of BriteVoice IVR/VRU with connectivity to LAN/WAN environments.

Project management and technical support for multiple call center implementations using a variety of telecommunications components.

Strong background in vendor management, including consultants and telecom vendors.

Successfully performed and/or managed many telephony (phones, VRU scripts/prompts, call processing, CTI routing) moves, adds, and change.

Certified on Rockwell Galaxy and Spectrum switches.

Experienced in programming, troubleshooting, and reporting on Syntellect, Brite Voice, and Intervoice VRUs.

Designed complete system documentation for turnover to End Users for a variety of telecommunications systems. Turnover documentation included final system configurations as well as detailed instructions to support ongoing moves, adds, and changes.

Designed detailed step-by-step testing scripts for major telecommunication implementations including,but not limited to, PBX systems, ACD and Call Routing implementations, and VRU/IVR implementations.

Analysis of telephone statistical reports to determine performance or capacity ssues and to make recommendations for improved service.

01/93 - 02/95 Telecommunications/Operations Analyst

Wells Fargo Bank Credit Card Customer Service, Concord, CA

Managed the Staffing and Reporting Control Desk for the division’s large 24/7 call center.

Developed improved procedures for staff scheduling and vacation planning for over 300 agents.

Trained support staff on using the TCS Workforce Management system.

Worked closely with the telecommunications team to make system improvements in ACD and Call Routing to improve call center agent efficiency and customer service.

10/91 - 01/93 Telecommunications Analyst/Systems Liaison

Wells Fargo Bank Consumer Credit Administration, Walnut Creek, CA

Project management and technical support for multiple call centers using a variety of telecommunications components.

Strong background in vendor management, including large telco circuit implementations and testing.

Successfully managed many telephony (phones, VRU scripts/prompts, call processing, CTI routing) moves, adds, and changes.

Certified on ROLM 9751, Release 9005, System Administration.

Certified on ROLM PhoneMail System Administration.

Extensive analysis of telephone statistical reports and billings to determine performance or planning issues and to make recommendations for improved service and cost reductions.

06/89 - 10/91 Systems Officer/Facility Coordinator

Wells Fargo Bank Consumer Loans Operations, Walnut Creek, CA

Extensive project management of departmental moves and new occupancy moves.

Full project management responsibilities for the reconstruction and reconfiguration of entire Wells Fargo Consumer Loan Center located in Walnut Creek, CA, impacting 13 departments.

Responsibilities included all phases of construction and cabling, furniture, telephone, and equipment requirements for each department as well as identifying and preparing locations for temporary offices during construction.

Extensive experience in planning and communicating project phases to impacted departments and upper management.

04/84 - 06/89 Systems Liaison/MIS Specialist

Wells Fargo Bank Direct Marketing Unit, Walnut Creek, CA

Project management and technical support for department call center and 3Com LAN environment.

Project management of departmental moves and new occupancy moves.

Designed and implemented a fully automated telemarketing system at Wells Fargo. This system was used to complete applications for auto and personal loans, and later revised for the Mortgage Lending Division as well.

Designed and developed an on-line system and processing procedures for the first "Loan By Phone" program at Wells Fargo Bank.

- Analysis of telephone statistical reports to determine performance or planning issues and to make recommendations for improved service.

TECHNICAL SKILLS & CERTIFICATIONS

- Certified Scrum Master (CSM) Certification (2020)

-Project Manager Professional (PMP) Certified (2012)

-Completed CompTIA Network Plus training

-Completed multiple Cisco Training Courses:

oCIPT1 – Cisco IP Telephony (Unified Call Manager) (2008)

oUnified Contact Center Express &Unified IP IVR Deployment (2008)

oICND1and ICND2 – Enhanced Interconnecting Cisco Networking Devices (2009)

-Multiple classes on communication skills

-Multiple classes on Project Management techniques, including Agile methodologies

REFERENCES AVAILABLE IMMEDIATELY UPON REQUEST

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