Schererville, Indiana, United States
Accomplished telecommunications analyst with extensive experience in technical project management, process improvement, and communication skills. Demonstrated success implementing strategic communication initiatives that improve business functionality and positively impact the bottom line. Partners with diverse, technical teams to integrate and deploy new services and technologies. Adept at leading and developing high performing teams that consistently meet targeted goals and surpass stakeholder expectations.
Recommended new technologies, employed best practices, selected service providers and negotiated telecom contracts; successfully managed $1.5M operating budget. Implemented corporate telecom policies and procedures and set guidelines for the configuration, procurement, and usage of telecom equipment and services to avoid waste and overbilling.
Optimized telecommunications assets for 5 regional offices and 70 small community offices in 6 states. Reviewed vendor services and contracts, analyzed and consolidated billing, removed unneeded services, resulting in 25% reduction of corporate telecom costs over previous year.
Contracted to provide voice and data administration and project support.
Employed as voice operations team member who managed administration of Oryx Call Locator, AVAYA G3 PBXs, internal customer MACs, and special customer requests for 10,000 stations. Appointed as member of “Convergence Project” team for the Cisco VoIP solution, successfully tested, developed standards and participated in implementation of Accenture’s first VoIP office in downtown Indianapolis.
Infrastructure and Lifecycle Support, April 2008 – January 2022 • Migrated agent operations to Citrix Published Desktop and Genesys Cloud voice solution. • Delivered client requirements for call flow and data access deliverables to maintain service levels exceeding 90%. • Enhanced operational efficiency by streamlining processes and implementing projects that improve project metrics and the customer experience, surpassing client expectations. Deployment Manager, Cisco Call Center, March 2011 – June 2012 • Managed migrations of call center clients from Avaya to Cisco Call Center platform. Technology Specialist, Offshore Call Center Project, December 2004 – April 2008 • Led U.S. voice operations in design, deployment and operations of voice toll-bypass to Asia-Pacific call centers utilizing Avaya Communication Manager and Nortel Passport 7480, supporting 27 clients. • Moved SONET node to new location within downtown Chicago. • Optimized U.S. toll-bypass points of presence in Chicago and Dallas, cutting costs by 50% by improving pricing and provider offerings, scaling of client services, and cost recovery of toll-bypass assets. • Built and managed Avaya Call Manager platforms in multiple U.S cities.