Sr. Project Manager

Tina Dinha ________________________

*** ******* *****

Los Altos, CA 94022

M: (650) 996- 5286

**********@*******.***

SUMMARY

PROJECT MANAGEMENT PROFESSIONAL

Energetic, quality-driven, with over 20 years experience implementing full development life cycle projects. Unsurpassed leadership, coaching skills, which enable project teams to achieve optimum results. Proven history of successfully leading multi-disciplinary teams, meeting aggressive schedules, and achieving company's profit, growth, and customer satisfaction goals. An individual, who seeks responsibility, takes charge of projects. Strong analytical and problem solving skills, develop partnership with solution delivery partners.

KEY STREGTHS

• Integrated IVR & Speech Processing & Call Routing Applications/Central Office, Cellular Telephony and PBX Switching Software and Telephony Services, Genesys Framework knowledge and upgrades,

• Highly experienced in all phases of the software development life cycle from requirement phase through production rollout for complex telecom projects.

• Proven track record working with Solution Delivery Partners

• Complex project analysis.

• Vigilant detailed oriented project manager.

• Technical expertise combined with management and team leadership.

• Ability to assimilate new technology and ideas

• Excellent skills in interacting with customers and internal organizations

• In depth technical expertise in integrated IVR & Speech processing applications/ Telecom software/Outbound Solutions.

• Strong analytical skills. Modeling, and forecasting skills.

• Success in cross-functional environment.

• Experience with multithreaded real time application development.

EDUCATION

M.S., Applied Physics & Electrical Engineering with thesis in computer engineering. Linkoping University, Sweden.

LANGUAGES

English, Swedish, Arabic, and Assyrian.

TECHNICAL QUALIFICATIONS

• ACD - Nortel Meridian PBX, Alcatel, Aspect, Avaya, Rockwell.

• IVR & Speech Recognition - Nortel IVRs (Periphonics product line), OpenIVR (Aspect/Voicetech), Nuance, Hark Speech engines, Genesys Voice Portal NE IVR, VOIP technologies.

• Testing experience with SpeechWorks speech engine.

• CTI - Genesys T & I 6.5, CISCO ICM, IPML Servers, Framework 7.0.

• Languages - VXML / Java / XML / Peripro for Nortel IVR/C /C++ / PASCAL / BASIC /ASSEMBLER / AXE for Ericsson's AXE Central office/Cellular Switches (PLEX-C)

• Protocols - SS7 / SDLC / TCP/IP

• Platforms - Solaris 6.2/ Unix / Windows 2000 & NT/ DOS / VAX.

• Databases - MS SQL server, Oracle.

• Microprocessor - Motorola 6808, Motorola 68000, Intel 8088, Intel 80188, Ziolog 80, Western Digital 2511, HD 64180.

• Productivity Tools - Microsoft Project, Microsoft Office Suite, Microsoft Visio. Fasttrack, numbers, Keynotes.

• DSP technologies

PROFESSIONAL EXPERIENCE

Technical project Manager - Apple Inc April 2008 – Present

• Project delivery and client/vendor relations.

• Manage development and delivery of the Apple Expert business program that leverages AppleCare’s infrastructure to improve the support experience, drive down costs and optimize productivity in the contact center

• Manage cross-functional teams for a number of applications such as the Web, Inquira (knowledge Management), GCRM, iLog agent’s desktop, Softphone, Expert Admin handling the business rules for the Apple Expert program, Outbound application supporting the outbound calls and scheduled call backs, Routing, GBI (Global business intelligence), GVS (global voice systems) and the IVR (Interactive Voice response system) in developing and delivering the Apple Expert business program and other projects.

• Reviewed and worked as the solution architect for the overall impacted systems, helped with the design and review of the impacted applications and interfaces between them to ensure a delivery of an integrated solution.

• Handled the delivery of project phases through cutover/role out and sustaining activities after production deployment.

• Managed the bug fixes and enhancements in multiple subsequent releases.

• Driver for multiple BHU’s that required coordination and derive technical solutions for which cost assessment was provided. The technical solution requires changes in multiple products handled by different teams.

• Managed the Web-Analytics project. The project intends to capture data from several third party owned web data into GBI EDW and join the data from each system, in order to provide a comprehensive overview of the customer’s online web experience in the support.apple.com domain. This will increase the efficiency of the support domain, which will in turn increase customer satisfaction, as well as decrease costs to the contact center by reducing call volume. In addition to this, the Web Analytics environment will be one-stop shopping for all of the regular reports: page views analysis, article usage, popular search strings, pattern analysis online CSAT etc.

• Managed the Inquira Vendor resources, iKnow application team and the GBI team working with Apple Care to deliver this project.

• Work with different vendors such Genesys, Inquira and foster the relation with these vendors when delivering an integrated solution.

• Manage the Apple Infrastructure Genesys upgrade for AMR, EMEA and APAC regions. Genesys Avaya T Servers, IVR T Servers & Stat Servers.

Note: Seeking a rewarding opportunity with a balance between work and personal life.

Solution Architect AT&T Services Oct 2004 – March 2008

• Review work requests, conduct review and approval of business requirements to ensure

thoroughness, clarity, and readiness for delivering a solution approach, review and approve

the technical requirements.

• Develop Solution Approach and perform the System high level design and interface agreement design documents for IVR speech applications offering Telco and Light Speed (U-verse) services for large complex, concurrent projects each with minimum budget of 5 million managing multiple development teams performing detail design, coding and deployment for various applications.

• Working with third party vendors such Scan Soft for IVR speech applications and Empirix for performance load testing of Web-based applications, optimize contact center IVR and CTI infrastructure.

Note: Left due to relocation to the Peninsula area

Virgin Mobile USA Consultant Feb 2004 - Oct 2004

• Worked with a team on the application requirement phase discussions with ScanSoft as member of the team representing Virgin Mobile USA.

• Responsible for System Requirements and Design Specification for the Virgin Mobile Contact Center Solution.

• Performed the GVP, Genesys Framework configurations and integration with the Aspect ACD and Aspect Contact Server Call Center entities for the development environment.

• Designed and tested the Routing Strategy Using the Genesys IRD tool. The Routing Strategy routes the calls based on callers collected data and select the backend CCT (Call Control Tables) in the Aspect ACD at two call centers.

Note: Left as this was an interim consulting job which provided an excellent work experience working with end-to-end contact center solution.

SBC Services, Inc. Consultant Oct 2003 - Feb 2004

• Performed/managed the Integration and System Testing of the Automatic Speech Router speech-activated application. The ACR application provides SBC customers access to all telephony services. The application was developed in VXML utilizing SpeechWorks speech engine on the Nortel MPS1000 platform.

• Coordinated handling the trouble report matrix and fixes between the ScanSoft team and SBC development team. Active reviewer of the UI specification. Provided daily reports to the executive management.

• Mentoring the testing team members on testing of a speech-enabled application on the Nortel MPS1000 IVR platform. The ACR project was the first speech enabled application within the larger call center transformation program at SBC.

• Supported the customer acceptance system testing and first production rollout of this application.

Nortel Networks Pleasanton, CA Senior Project Leader 1999 - Aug 2003

• Primary project interface between SUN Microsystems and Nortel. Performed system architect designs and led a team of 10 developing 12 applications. Designed, implemented and tested the IVR interface to a java host, and Genesys 6.1 T & I Server.

• Implemented and tested the Call Progress detection feature for the Asia Pacific and EMEA applications. This project generated $1.5 million in revenue for Nortel.

• Design /implementation/production rollout of a range of very high quality Voice & Speech recognition applications within budget and within timeline for the AARP pharmacy.

• Developed the host interface to an Oracle host and a legacy host. Managed customer relationship throughout all the phases of the project. Applications serviced in excess of 15000 customer calls resulting in 40% revenue increase for the customer.

• Designed and implemented the IVR interface to an XML host over TCP/IP link to interface with a Siebel database for PG&E. Primary contact for host related interface during all phases of the project. Performed 40% of the deployment activity for multiple sites.

• Led a team of 4 developers. Performed requirements analysis, application design and development, overall system integration, production rollout, pilot production support, production monitoring and training for Hewlett-Packard. Managed the conversion of 47 applications from Symposium OpenIVR to the Nortel Periphonics VPS/is platform. Designed, implemented the IVR interfaces to Genesys T & Server 6.5 and to the Geotel ICM servers.

• As the team leader for the Hewlett-Packard project, motivated the team members to work over time while persuading management to approve comp time for the team. The completion of this project resulted in $500,000 revenue, which helped the department reach the quarterly planned quota. This call center serviced one million calls per month for the North America consumer and commercial contact center customers.

• Prepared budgetary quotes/firm-fixed-price quotes and provided technical engineering sales support for accounts in assigned territory.

• Developed Nortel PayLinX Automated Credit Card Reusable Application. This module was used in every customer application required to perform credit card validation.

Note: Left due to workforce reductions

PacketStream, Inc, Pleasanton, CA Project Manager 1997 - 1999

• Managed Packet Routing Switch (PRS) system development in a team of 5 developers. The PRS employs the Synchronous Packet Switching (SPS) technology which provides the layer 3 switching functions that is independent of underlying link layer protocols supporting real-time applications requiring guaranteed QoS.

• Monitored project schedule interacted with vendors on procurement and licensing issues. These vendors included ISI, SNMP Agent and Radvision for H.323 Stack product etc.

• Took multiple roles as being part of a small start up company in a very fast paste env.

ERICSSON, Sweden & North America Senior Design Engineer 1993 - 1997

• Developed real time software for the Mobile Switching Subsystem (MSS) for both the CMS8800 and CMS30 Cellular Telephony Systems according to AMPS and PDC standards.

• Developed and tested the Advice of Charge (AOC), Charge Rate Information (CHRI) and, Short Message services. These features were part of first Ericsson cellular network deployed successfully in Japan.

• Successfully managed cross-functional communication among 70 developers in multiple design centers. CMS8800 Cellular switch was deployed successfully in a cellular network for AT&T Wireless.

• Reviewed requirement specifications, and design documents following Ericsson's PROPS methodology as part of the TQM standards.

• Designed Software for the Home Location Registration (HLR) cellular network node. Designed the SS7 MTP routing test function for AXE-10 central office switch. Designed and implemented the Toll Free Call Application Part, SCCP management software. These components were part of a very complex system where over 100 developers in the R&D research groups would team together to deliver the product on time to market.

• Designed the SS7 Cluster Routing and Management Diversity (CRMD) function. Performed function design, implementation and verification of SCCP management software. Developed software for Global Title Translation Tables to allow definition of 3 million titles compare to 1 million titles. All the development efforts were part of the software feature upgrade deployed successfully for AT& T wireless customer.

• Mentored junior team members. Worked with a very diversified culture group.

Note: International relocation. From Sweden to CA, USA.

FFV TEST SYSTEMS, Stockholm, Sweden Technical Consultant 1992 - 1993

• Analyzed, developed and implemented software for automatic test systems for testing electronic devices in a UNIX environment and programming in graphic X-windows.

• Developed virtual devices used to simulate a "standard" instrument that can be programmed exactly the same way regardless of which instrument the virtual device is using.

• Developed graphical user interface (GUI) for the virtual device. The virtual device supports the automatic generation of the VHTL source code needed to program the instrument to its current state.

DSC COMMUNICATIONS/ALCATEL/ABC Communication, Plano, TX Staff Engineer 1990 - 1992

• Designed & coded a communication protocol software (Device driver) for Multi Application Exchange (MAE) system used by GTE Airfone Network. This was part of a system solution supported by 7 vendors. Handled successfully cross-functional communication among 7 vendors providing different unique functions within the project. The device driver was coded in C.

• Designed and enhanced the Transaction Capability Application Part (TCAP) subsystem software for the SS7 Signal Control Point (SCP) node. The software was coded in C. This layer is part of the SS7 protocol specification defined by Tecordia (formerly Bellcore) & ANSI.

• Designed test driver software for base link controller for DEX 600C Cellular Switch used with Motorola cellular network. The software was designed to measure and evaluate the links performance and traffic utilization. This resulted in increase in the performance and generates more revenues for Motorola customer.

• Developed software for INTERVIEW 7500 protocol analyzer. The software was designed to emulate multi drop SDLC protocol. This software saved the company $300, 000 in avoiding expenses to purchase three additional protocol analyzers.

INTECOM, Allen, TX Software Engineer 1987 - 1990

• Analyzed, Designed and tested SMART DEVICE communication protocol between the VOICE/DATA line card and the Telephone product line for INTECOM

• Designed diagnostics and firmware software for the Integrated Business Exchange (IBX8020) voice/data line card. The firmware software is the operating program for the voice/data line card that performs outbound signaling, inbound signaling and call processing. Designed hot function key feature smart phone product.

• Designed SNA Data Link Layer (SDLC) software for a high-speed data communication IBM Personal Computer Plug-in controller. Designed and tested software for a private 56 KBPS data switch.

• Designed and tested the data transfer and the user interface software for a Sub-rate Time Division Multiplexer (STDM)

Contact this candidate