Resume of Call Center Architect and Senior Program Manager

Title
Call Center Architect and Senior Program Manager

Primary Skills
PMP, MPM, CTI, IVR, Genesys, Siebel, call center architect, Avaya, Nortel

Location
US-TX-Dallas (will consider relocating)

Posted
Feb-12-08



TECHNOLOGY CONSULTANT
Top Secret Clearance -- (With Phase 3 Polygraph) US Department of Defense (Pentagon & CENTCOM)
Secret Clearance -- (With Lifestyle Polygraph) US Department of Justice (DEA)

Executive Profile

Information Technology • Project Management and Documentation • Strategic Planning
Proven business visionary with executive and hands-on experience working with multiple Fortune 500 companies, US Department of Defense (CENTCOM, CENTAF), and foreign governments (Qatar, Saudi Arabia) in the creation of IT infrastructures and call centers while minimizing cost and risk. Conducted seamless deployment strategies in live traffic environments. More than 20 years experience in technology architecture and integration, global IT delivery, budgeting and cost analysis, staff development, team building, and independent consulting and auditing. Masterful in public speaking, presentations and documentation.

Education

EDD - DOCTOR OF EDUCATION (HEALTH CARE EMPHASIS)
DEGREE COMPLETION SCHEDULED NOVEMBER 2008
MSM - MASTER OF SCIENCE IN MANAGEMENT (DUAL MASTER'S DEGREE)
DEGREE COMPLETED AUGUST 2005
MSIT - MASTER OF SCIENCE IN INFORMATION TECHNOLOGY (DUAL MASTER'S DEGREE)
DEGREE COMPLETED AUGUST 2005
BSEE - BACHELOR OF SCIENCE ELECTRICAL ENGINEERING (TELECOMMUNICATIONS)
DEGREE COMPLETED FEBRUARY 1998
Major Certifications

IBM - (PMP) PROJECT MANAGER PLANNER
CERTIFICATION COMPLETED JUNE 2003
IBM - (MPM) MAJOR PROGRAM MANAGER
CERTIFICATION COMPLETED OCTOBER 2003
IBM - CERTIFIED CORPORATE CONSULTANT
CERTIFICATION COMPLETED MAY 2004
GENESYS - GCRP (GENESYS CERTIFIED ROUTING PROFESSIONAL 7.X)
COURSEWORK COMPLETED JUNE 2005
GENESYS - CTI, CIM, VOICEPORTAL, SOFTPHONE, WEBAPPL, SIEBEL INTEGRATION
COURSEWORK COMPLETED JULY 2005
Professional Experience

IBM - ADDISON, TEXAS 2004 to Current
SENIOR CALL CENTER ARCHITECT, PROGRAM MANAGER
Senior architectural program manager for all voice and data system projects for a multibillion-dollar pharmaceuticals company. Managed multiple equipment vendors and service providers to reduce annual operating costs by more than $330,000.00. Major projects included migration from analog to long distance ISDN-PRI; migration from AT&T to Qwest; integration of Genesys CIM platform; Genesys SoftPhone application upgrade; Genesys T-Server inductions including upgrade from 6.5 to 7.0; migration from local SBC analog to ISDN-PRI; implementation of FAC (forced authorization codes) to minimize internal misuse of calling; migrated from AT&T Wireless to Verizon Wireless and the consolidation of billing and service; Hired and trained telecom staff to sustain operation post my departure; Instrumental in engineering an IVR (interactive voice response) system to increase sales in the healthcare division for flu vaccination products; Reengineered Siemens HiCom300E PBX system to a shared tenant services configuration to host 3 companies under the operating corporate umbrella. Managed daily technical operation of multiple call centers, assured SLA's. Project plan to incorporate Genesys WebPortal application with Siebel CRM; Had jurisdiction over multiple diversely located PBX operations and call center equipment including: Siemens HiCom 300e, Nortel Option 11, Nortel Symposium, Business View Observer and Composer; multiple WFM (work force management) applications including Witness, Blue Pumpkin, and NICE; various CRM applications (including custom, Siebel, and Cisco).
IBM - IRVING, TEXAS 2003 to 2004
SYSTEMS ARCHITECT, PROJECT DELIVERY MANAGER
Provided senior technical and senior level project management directive in engineering, project management and technical expertise in the implementation of a $13million upgrade to global network for a global corporation through Genesys CIM platform for localized and off-state screen-pops. Multiple projects included migration to SONET-192 infrastructure; managed the Genesys Agent-at-Home rollout; service-carrier change from MCI to AT&T; rollout of Siebel CRM (Customer Relationship Manager); rollout of Genesys CTI platform with dual database; PBX change from Siemens to Avaya and Nortel; Mosaix Predictive Dialer upgrade to Avaya Next Generation (Mosaix) Dialer; managed multiple engineering projects to ensure network stability and protocol compatibility; managed day-to-day call center environment consisting of 1100 registered agents; responsible for all modifications to existing voice or data communication; conversion from hardware dialer system to Genesys (CPD) software dialer; interfaced with multiple vendors (Siemens, Nortel, AT&T, MCI, IBM, Siebel, Cisco, and others); oversaw introduction and problem resolution of call center (WFM) work force management applications including Blue Pumpkin and Witness; placed Genesys WebPortal in mainstream CIM; worked with IVR platform to reconfigure the voice response system to improve customer satisfaction with migration to Genesys VoicePortal; introduced VoIP and other cost reduction technologies; interface with corporate presidential personnel as focal point for all data and voice technology; held daily team meetings, and produced weekly reports encapsulating all ongoing and concurrent projects; monitored PictureTel and other video conferencing systems on dedicated T1lines between Japan headquarters, Canada and the USA.

UNITED STATES DEPARTMENT OF DEFENSE, Doha, Qatar 2002 to 2003
Senior Voice Systems Consultant (contracted)
Provided expert technical knowledge to senior military personnel (USAF and US Army) in SW Asia region (Middle East) and sustained converged telephony/data network that carried DOD traffic for CENTCOM, CENTAF, and 8 military installations in the Middle East. Locally managed voice and data network on military voice system Nortel Meridian SL-100, Avaya PBX System, Option 11, Option 61, Meridian M1, OpTera 3400/3500, DACS, and SecureLogix ETM (Enhanced Telephony Manager). Experience with converge network including Avaya DEFINITY server with ECLIPS “Enterprise Class IP Solutions). Also have experience with Avaya DEFINITY IP 600 communication server. Provided 2nd and 3rd level support to uniformed military and civilian contractors on PBX issues; provisioned switching equipment for new, changed and deleted phone numbers; limited phone capabilities and enhancements as directed. Shelled under SecureLogix ETM, provided restrictive BCS (Base Communications System) administration control. Compiled daily and weekly reports on call violations, and attended daily round table meetings with senior military commanders to update on PBX operations and concerns. Provided mentoring to military members as directed and certified civilian personnel on upgraded core PBX (XA-Core) and OpTera optical mux systems. Interfaced with IXC (QTEL) Qatar Telephone on PBX pipeline concerns and outages. Escalated LOS (loss of service) on line to commanders, and worked with QTEL to test and resolve issues. Also worked with other DOD personnel to resolve T1/E1 LOS and restore switching capacity. Had served as a Senior Voice Systems Engineer during the construction of the CENTCOM facility that housed General Tommy Franks and the Battle Cabinet. Responsible for 314 VoIP Cisco phones and initial install of 16,000 voice lines.

NORTEL NETWORKS, Richardson, TX 1998 to 2002
Project Supervisor, AT&T Account
Implementation Project Management
Manage integration of Nortel Networks equipment into the global AT&T network. Supervised teams of 10 to 22 people consisting of both contract vendors and Nortel staff. Direct project planning, budget, engineering, hardware integration, software implementation, and customer relations. Primarily served as the senior Nortel Networks Team Leader in the AT&T Advanced Technologies Laboratory in Warrenville, Illinois. Collaborate with vendors from Cisco, Lucent, Ericsson, and others to ensure switching stability and hardware software compatibility. Direct involvement in switch and network maximization. Engineer, commission, test and maintain entire Nortel Networks product line including NorStar, Meridian, OpTera, Spectrum Peripheral Module, System Data Manager, and Spectrum Peripheral Module. Direct timely conclusion and proper interface of local level networks (i.e., DS0, DS1, DS3, STS1); for dedicated and switched services. Apply SONET configurations (i.e., OC3, OC12, OC48, OC192); digital cross connect systems (i.e., Titan 5500 3/1, 532 1/0 DACS); analog cross connect systems (i.e., DSX3, DSX1 interfaces); Nortel Networks Optical Multiplexers transmission and switching for each design. Verify and maintain all database equipment including billing systems and downstream polling.
• Senior Project Manager for AT&T Account: Since November 1999, was the senior contact (3rd tier support) for all switching, PBX, phone systems for AT&T account. Well versed in law and regulation of common carriers in the communications industry.



DeVry University, Irving, TX 1996 to 1998
Telecommunications Laboratory Assistant
Worked in DeVry networks laboratory with undergraduate students. Taught and demonstrated programming languages such as C, Assembly Language, and Fortran. Responsible for issuing passwords, restriction levels, and network access to lab networks including Token Ring and Ethernet environments. Was also responsible for network clean up each day to ensure students had not managed to get inside restricted areas, or leave unnecessary data on network drives. Network drives were split O/S. Dual network topologies for both Ethernet and Token Ring configuration.

Texas Commerce Bank, Dallas, TX 1991 to 1996
Systems Analyst
Worked under Chief Technology Officer assigning and authorizing telephone numbers through the voice switching system, and passwords and clearances for existing and new bank employees. Provided 24-hour on-call support for Lucent 5ESS and Avaya/Lucent Mosaix PDS system in the Collections Call Center. Also provided support for DEFNITY/Lucent Communication Server as well as the Avaya/Lucent PBX Subrack system. Traveled to bank locations, and/ or provided dial-up support to make necessary system changes to more than 22 branches in the region. Maintained database of all active accounts and authorizations. Provided weekly reports to CTO and Voice Engineer in spreadsheet format detailing telephony violations (i.e. LD calls on 'off time', LD calls placed from dedicated fax lines during non business hours, etc.) Maintained general repair on TOPS (computer system tied to ACD distributor) equipment including keyboard, monitor, mouse, and other peripherals. Was responsible for the switching functionality including switch monitoring, alarm resolution, growth advisement, and preventative maintenance (including thorough documentation).

Calvin-Marsh Telecommunications, Dallas, TX 1988 to 1991
Telecommunications Advisor
Worked as a field advisor and on-call small computer repair technician while gaining exposure to Lucent and Nortel PBX switching products. Provided physical installation of multiple PBX systems and provisioned drives to accommodate call features and limitations. Customers included real-estate companies, and small to medium size enterprise operations. Product line was inclusive of Nortel Networks, Cisco, Fujitsu, Ericsson, Meridian, Lucent, Microsoft, AOL and others. Worked closely with TAC (Technical Assistance Center) Engineers who assisted field technicians in the commissioning and provisioning of new voice systems, and with any software upgrades, or trouble tickets that required 3rd tier support.
Military Service
UNITED STATES MARINE CORPS USMC 1984 to 1988
NCOIC Non-Commissioned Officer in Charge of Communications Center
1st Battalion, 12th Marine Regiment
Highest Rank: E-4 Corporal
Oversaw communications center. In charge of cryptographic communications center. Held Top Secret clearance and had Final Secret Military Clearance. Also was in charge of the base SL-100 Meridian PBX switching system. When ordered by Communications Company Commander would allocate phone numbers, and features. Maintained daily record of alarms and the required remedy, did required PM (preventative maintenance), and oversaw daily operations.
Project Management Experience
• AT&T Long Distance rollout of MCAM (Meridian Input/Output Module Cabinet)
o Oversaw 48 Network Engineers and Technicians in 39 US cities
o Budget in excess of US$28 million
• WorldCom conversion of DMS100 SPM (Spectrum Peripheral Module)
o Oversaw 22 Network Engineers and Technicians in 18 US cities
o Budget in excess of US$34 million
• Sprint rollout of SoftSwitch
o Installed, commissioned and tested in R&D Laboratory in San Francisco
o Oversaw 4 Network Engineers in 3 cities for initial product rollout and test market
o Budget US$700,000+
• AT&T Local Service network-wide conversion of Nortel DMS switching to XA-Core.
o Worked in AT&T R&D Laboratory in Staten Island New York to publish product Installation Manual, and train central office engineers, technicians, and optimization personnel on new core platform
o Rolled out the XA-Core to more than 30 cities for AT&T-LS
Affiliations

IEEE -- Institute for Electrical and Electronic Engineers, Dallas TX Affiliate Member
SCTE -- Society of Cable Telecommunications Engineers, Dallas, TX Charter Member


Executive Workshops

Managing Technology Innovation, MIT Sloan School of Management
Building High Market Value, Celemi Business Simulations
Strategic Action Planning, Sullivan and Associates
Realizing Change through Project Management, Process Renewal Consulting Group



Technology Certifications

• Certified Telephony Systems Administrator (CTSA)
• Meridian PDX phone systems Certified
• Nortel Networks Broad Product & Integration Certified
• OpTera Commissioner and Maintenance Certified
• Meridian Commissioner and Maintenance Certified
• Norstar Communications Commissioner and Maintenance Certified
• DMS-10 Switch Commissioner and Maintenance Certified
• DMS-100, DMS-250, DMS-500 Commissioner and Maintenance Certified
• Ericsson MD110 PBX Commissioner and Maintenance Certified
• Avaya (Lucent ) PBX G3 Administrator Certified
• Nortel Option 11 PBX Commissioner and Maintenance Certified
• Nortel Option 61 PBX Commissioner and Maintenance Certified
• Meridian Mail Administrator
• AccessNode Commissioner and Maintenance Certified
• TransportNode Commissioner and Maintenance Certified
• SPM Spectrum Peripheral Module Commissioner and Maintenance Certified
• SDM System Data Manager Commissioner and Maintenance Certified
• UE9000 Commissioner and Maintenance Certified
• Lucent ACD (Automated Call Distributor) w/ TOPS Operator Certified
• XACore Extended Architecture Core Commissioner and Maintenance Certified
• Cisco Router series 800, 1700, 7200, 600DSL Commissioner and Maintenance Certified
• Broad knowledge of Ericsson, Alcatel, Siemens, and Lucent products
• Nortel Networks certified top tier software/hardware integration
• SecureLogix ETM Enhanced Telephony Management Administrator
• Nortel ETAS (Engineering and Technical Assistance) experience
• Nortel ITAS (Installation and Technical Assistance) experience

Network Qualifications

MS Windows (95, NT, NT Server, 2000, XP), Novell Netware, WAP (Wireless Application Protocol), MS Internet Information Server, FLEX, REFLEX, TCP/IP and related protocols, routers, hubs, most internetworking equipment and protocols, SONET, MS Proxy Server, Hubs, ATM, Frame Relay, ISDN, OC-*, VoIP, MUX, Ethernet, UNIX

Certifications
See above


You must be logged in and have a current resume access subscription. Login or Register »

View all resumes in US-TX-Dallas »
View all resumes in US-TX »

View other Call Center Architect and Senior Program Manager resumes, IT Manager resumes