HIGHLIGHTS
- 20+ years professional IT and Bell Labs experience
- Expert in wide range of call center technology
- CTO experience in telephony-intensive start-ups
- Yale English degree; MS-Computer Science Stevens Institute of Technology
- Intel’s Telephony Strategic Planner while on loan from Bell Labs
- RFP process creation and execution
- Call Center Management consulting, product development and large IT project management success
- Strategic IT and business vision with tactical execution focus from SMB to Fortune 10 companies
- Technical Project Management, PMI member, ASQ member, process oriented
- Expert in analysis and selection of customer premises telecom equipment and network services
- Valuable blend of verbal, written and technical ability
- Clients: Intel, British Petroleum, ARCO, PeopleSoft , HP, Agilent Technologies, LifeMasters
KEY SKILLS
- Business: Excellent written and verbal communication skills; ROI analysis; CxO relationship management; RFP process management; vendor management; data analysis
- Project Mgmt.: MS-Project, estimation, financial controls, MS-Office, Visio
- Call Center: Avaya PDS, NICE, Avaya PBX S8700, Rolm 9751, Interactive Intelligence Call Center suite (I3) (VoIP), Genesys CTI, Voice Mail, Aspect ACD, IVR, Witness, Soft Switches, WFM (BluePumpkin, I3)
- CRM: Siebel on Demand, Vantive, PeopleSoft, eCRM, ERMS, Oracle
- Architecture: J2EE, 3-tier, thin client, Citrix, Client Server, Mainframe
- Database: Sybase, SQL Server, Oracle, dBase III Plus, database architecture
- Development Tools: HTML, UML, Pascal, DreamWeaver, Flash
- Facilities: Greenfield site prep, construction, IT process for operations acceptance
- Systems: Windows Vista/XP/NT/2000, DOS, UNIX, NT4.0, VM/CMS
- Networking: TCP/IP, Citrix, traffic-load and distributed systems analysis, wireless (cell), WiFi
- Collaboration: SharePoint (user/admin), eProject (user/admin), LiveMeeting, Webex, IM tools
PROFESSIONAL EXPERIENCE
TeleMeister Strategic Services, LLC June 1998 - Present
Senior Consultant and principal in telecommunications and Call Center consulting company delivering project management, telecom analysis, telecom selection & implementation, RFP creation & execution and CRM consulting services.
Projects included:
BP Fuels/BP Elite Call Center: Chicago, May 2007 - September 2007
Analyzed functional and technical requirements to realize new call center function supporting Fuels demand forecasting. Managed design and implementation of function in call center. Managed System Test for Fuels development efforts involving data warehouse, Manugistics forecasting, Vitria and Portal components of new offering. [Vitria Middleware; I3 Converged Contact Center]
BP Elite Call Center: Chicago, March 2007 - April 2007
Provided consultation regarding CISCO Call Manager platform versus Interactive Intelligence (incumbent) focused upon cost of ownership, integration, management and expansion of the existing platform using VOIP. Developed strategy for team to engage enterprise architecture group to ensure a balanced analysis. Involved performing TDM and IP interworking planning to consider operation of Cisco, I3 and Siemens switching components. [Cisco Call Manager; I3]
LifeMasters Inc., South San Francisco, CA October 2006-February 2007
Project Manager Predictive Dialer Course Correction project, and NICE Quality Monitoring Implementation Correction project. PDS project required management consulting, productivity analysis, budget estimates and PDS program development. NICE project required vendor management, platform analysis and detailed project management to ensure vendor conformance to deliverables. [Avaya PDS, NICE Quality Monitoring, Avaya PBX/ACD]
BP HR Retail Employee Service Centre: Los Angeles, CA Oct 2005 - May 2006
Managed implementation of call center for BP HR employing Aspect ACD (automatic call distributor) and Siebel on Demand for approximately 30 agents (on time, on budget). [Aspect ACD, Siebel CRM]
BP CSC Call Center: Chicago, September 2005 - September 2006
Develop a Business Continuity Plan and Disaster Recovery Plan for Call Center of ~200 agents. Project involved performing business impact analysis, risk assessment and development of a recovery profile for services performed by the center. [DRP]
LifeMasters Inc., South San Francisco, CA August 2005-April 2006
Project Manager coordinating selection and preparation of call center in supported self-care/healthcare industry, location: Indianapolis (on time, on budget). [Large project management]
BP USCO eMaintenance: Chicago, IL /Tulsa, OK September 2005 - October 2005
Provided telephony and technical management in support of facility maintenance IVR application comprised of two IVRs located in Tulsa, OK and Naperville, IL respectively. Developed high-availability architecture for 24x7 service. Required vendor management (BlackBox and Urgent Technologies, Inc.) and premise telephony switching expertise. [Custom IVR management project; integration to I3 ACD]
BP CSC Call Center: Chicago, IL /Los Angeles, CA / Des Moines, IA December 2003 - July 2005
Technical architect and project manager. Executed RFP selection of analog/VoIP switching platform supporting a multimedia call center and administrative staff of approximately 200. Implemented first unified messaging and VoIP-capable system for BP worldwide. Included inter-site call center networking with Des Moines, IA (Avaya) and La Palma, CA (Aspect) call centers. Platform bundled IVR/ACD/PBX/ ERMS and Quality Recorder components to deliver integrated capability under budget and on time. Considerations included application flexibility (for dynamic call center environment), and manageability by limited local staff. Managed carrier T1 and PRI facilities procurement and deployment, including CSU/DSU and Channel Bank deployments. Managed Blue Pumpkin WFM procurement and installation. [Siemens ACD, I3 ACD, RFP management, product evaluation & recommendation, architecture development]
LifeMasters Inc., South San Francisco, CA December 2004-May 2005
Project Manager coordinating construction and build-out of Avaya S8700-based Call Center in self-care/healthcare industry located in San Antonio, Texas. Tasks include overall project management covering construction, telephony, cabling infrastructure, information technology and furniture. Re-engaged to cover subsequent call center build (3Q05). [Call center construction project]
BP Call Center: Witness QA Platform Migration Study, LA, CA / Des Moines, IA October 2003
Technical architect assessing migration plan and integration effort for a Witness QA server in conjunction with an Aspect ACD, Aspect WinSets, Avaya G3si, and distributed agents in Des Moines, IA, and Chicago, IL. [Witness Quality Monitoring eval project]
Santa Clara Water District Wireless RFP Development, Santa Clara CA July-September 2003
Telecommunications analyst and strategist responsible for assessment of Wireless Services and creation of RFP selection process. Authored RFP document, created process and developed spreadsheet analysis tools for grading sessions. [Wireless technology industry survey & recommendations; RFP process execution]
BP Help Desk Outsourcing RFP, Los Angeles, CA / Des Moines, IA May-June 2003
Consolidated RFP input and authored substantial sections of RFP process document focused upon outsourcing Help Desk operations to firms located in India. Document included detailed business & technical requirements, RFP process creation and vendor management components. [International Call Center outsourcing evaluation]
BP Call Center Help Desk Consolidation, Los Angeles, CA / Des Moines, IA April-May 2003
Technical architect in charge of analysis and cost assessment associated with technology aspects of Call Center consolidation across domestic US Call center operation for British Petroleum. LA Campus based upon Rolm 9751 switch (PBX). Project delivered on time and under budget, receiving accolades across client organization for value-driven analysis. [Rolm PBX; Avaya PBX; Aspect ACD].
Santa Clara Water District Wireless Strategy Development, Santa Clara CA February-May 2003
Telecommunications analyst and strategist responsible for assessment of Wireless Services across government agency and development of managed services architecture. Focus included wireless services across Cellular, PCS, paging, GPS, Wi-Fi 802.11a,b,g, and Bluetooth. Delivered project early and under budget. [Wireless technology industry survey & recommendations; RFP process execution]
Mobile Access Gateway Communications January - June 2002
Chief Technical Officer
Accountable for strategic technology direction for a wireless telematics company. Established platform architecture, recruited senior technical staff and managed development of initial product platform. Authored platform patent applications. Delivered prototype system on time and under budget by 30%. [Wireless Mobile Platform development startup]
IpVerse, Inc., San Jose, CA June-July 2001
Telecommunications analyst and technical architect responsible for performing technical due diligence of a VoIP gear vendor on behalf of a San Francisco Venture Capital firm. Firm invested at my recommendation.
Vertical Networks, Inc., Sunnyvale, CA May 2000
Telecommunications analyst and technical architect responsible for performing technical due diligence of a converged communications & VoIP gear vendor on behalf of a San Francisco Venture Capital firm. Firm invested at my recommendation.
Telio Innovations, San Francisco, CA May - November 1998
Chief Technical Officer
Responsible for web-telephony platform architecture and management of product development team. Led development of a telephony platform/service providing telephone access to personalized web content. Developed project plans and managed team of developers in web and telephone product areas.
eFusion, Inc., Sunnyvale, CA April-May 1998
Telecommunications analyst and technical architect responsible for performing technical due diligence of a VoIP gear vendor on behalf of a San Francisco Venture Capital firm. Firm postponed investment in property at my recommendation.
eLoyalty Corporation, Chicago, IL January 1999 - August 2002
Senior Principal in a global, billion $$ Management Consulting and Customer Relationship Management company.
Projects included:
eLoyalty Knowledge Management Program Director, El Dorado Hills, CA March - September 2001
Created enterprise knowledge management program and system, directing its design and construction. Instituted intellectual property policy. Managed 100+ consultants distributed globally
- Identified and solved critical multi-$M loss of enterprise intellectual capital in core competency
- Drove enterprise knowledge collection and Portal Design supporting $200M business
- Secured CIO & COO sponsorship and expectations
- Restructured corporate information sharing capability around Knowledge Management system
- Re-engineered HR policy changes for exiting employees regarding intellectual property
PeopleSoft Customer1 Project, Tech Architect/Manager, Pleasanton, CA August 2000 - March 2001
Drove Technical Architecture and Project Management on PeopleSoft’s $5.2 M first implementation of PeopleSoft8 CRM serving a global user-base of 2500 and the entire PeopleSoft customer base.
- Direct accountability to PeopleSoft CIO
- Restructured Optimization Project successfully improving performance by 25%
- Executed full architectural assessment, Fit-Gap analysis, and user-base analysis
- Conducted technical de-diligence upon replacement vendor for Genesys CTI platform, fully evaluating the Interactive Intelligence call center platform.
- Managed Genesys CTI platform enhancements including call routing changes etc.
- Marshaled 50+ technical and resources across PeopleSoft to consolidate 4 global Vantive applications
- [Genesys; I3 (Interactive Intelligence); Vantive]
Agilent Technologies, Infrastructure Delivery Manager, Roseville, CA January - May 2000
Managed infrastructure organization and strategic direction for a $55M systems divestiture project involving the spinout of Agilent from Hewlett-Packard.
- Strategic assessment of mission-critical applications
- Drove WAN network infrastructure assessment and recommendations for global project to ensure performance of Vantive CRM in a distributed environment
- Strategically directed Agilent’s selection of an enterprise middleware standard
BP/ARCO, Project Manager & Technical Architect, Los Angeles, CA January - December 1999
Directed ARCO $5M R3 Initiative to improve customer service in their national Mini-Mart operation, providing project management for consolidating 40+ call centers into 1, reporting to the SVP of operations.
- Managed team of 20 contractors and 55 ARCO employees responsible for process engineering, technical design and implementation of an Aspect Call Center and Prospect CTI system; involved with inter-working to Rolm 9751 PBX
- Call center supported 1700+ retail outlets with a multi-tiered service model in La Palma, CA
- Drove HR policy change in ARCO compensation plan saving ARCO $900K/year and eliminating legal exposure
- Saved ARCO more than $2M each year in operations costs, improved mini-mart revenue through uptime enhancement, and dramatically improved service levels
- Selected and managed implementation of Witness QA platform for consolidated call center in La Palma
- Successfully delivered project on time and within budget
AT&T LABORATORIES, Naperville, IL January 1994 - May 1998
AT&T Bell Labs Telephony Strategist for Intel Corporation, on assignment in Folsom , CA
Drove Intel’s Enterprise Telephony Strategy for 4 years within the Network Transport organization developing enterprise vision for all premises telephony equipment and network services, aiding in RFP procurement cycles.
- Established enterprise standards for telephony products and network services across Intel
- Influenced enterprise procurement policy in $50M annual telephony/network expenses
- Crafted Intel strategy across all telephony technologies for 80,000 member enterprise
- Resident Telephony Expert, representing Intel with 15+ telecom vendors
- Created Labs/Intel Technical Architecture Forum between senior Intel IT architects, Bell Labs and AT&T Labs product/service development
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– IVR RFP Process Tech. Architect ($2M year)
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– CTI Strategy & RFP Process Tech. Architect
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– Unified Messaging program director ($4M year)
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– Audio Bridging RFP Process Tech. Architect
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– Wireless (Cellular & Paging) Strategist ($10M year)
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– IP Voice Strategist ($1M year)
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– PSTN Services (800, SDN) Strategist ($25M year)
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– Voice Security (Encryption) team member
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– PBX Strategist ($2M year)
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– VPN assessment facilitator with AT&T
AT&T BELL LABORATORIES, Warren, NJ June 1992 - December 1993
Database Architect and Application Designer
- Sybase database architect and developer in Bell Labs QUEST Consulting organization.
- Wrote sales applications and provided project management and requirements analysis for clients
AT&T - GENERAL BUSINESS SYSTEMS, Somerset, NJ June 1989 - May 1992
LAN and PC Technology Manager
- Specified, procured, installed and managed first district LAN for group of approximately 40 people.
INTELLICON CONSULTING CO., San Antonio, TX October 1987 - May 1989
Principal Consultant
- Designed and developed database applications for San Antonio businesses.
EDUCATION/MEMBERSHIPS
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Stevens Institute of Technology, Hoboken, NJ
M.S., Computer Science, 1994
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Interactive Intelligence, Indianapolis, IN
Certification Course, August 2004 |
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Yale University, New Haven, CT
B.A., English, 1986
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Member Project Management Institute (PMI) |
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Butler High School, Butler, PA
Valedictorian, 1982 |
Member American Society of Quality
(ASQ) |
PUBLICATIONS
· “Wrong Headed Notions of CRM”, CRM Associates, 2003
· “Why CRM Projects Fail”, CRM Associates, 2003
· “Should We Care About IP Technology?” Voice&Data, January 1998.
· “The Fingerprinted Database” IEEE Sixth International Conference on Software Engineering, 1990.
· Reviewer of Harry Green’s, “Handbook of Telecommunications II,” 1995 
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