SUMMARY

• Highly - accomplished IT professional spearheading business growth through IT innovations for Fortune 500 leaders.
• Proven ability to successfully deliver enterprise projects with budgets exceeding $25 million.
• Expertise in leveraging strategic business partnerships, optimizing IT budgets, building top-notch IT teams, supporting global IT requirements, and utilizing IT to boost top-line corporate revenue. lT skills include voice, data, video, streaming, unified messaging, unified communications VoIP technologies, help desk operations, call centers, video on-demand, IVR, firewalls, security and business continuity, and desktop applications.
• Recognized as a visionary leader, powerful negotiator, trusted executive counsel, and skilled mentor possessing superior business acumen and IT expertise honed as a Certified Project Manager.

TECHNICAL SKILLS

• VoIP • CCNA • CVE • Avaya • Nortel • Cisco • Call Manager • Confidential • Polycom • Avistar• CRM • LifeSize • Codian • Radvision • Tandberg • Periphonics • NICE • e-Talk • Dictaphone • Symon • Aspect • PBM • CRM • TCPIP • Ethernet • IPT • ACD • PMO • SOA• BI • LCS • OCS • Interactive Intelligence • TDM • Genesys • MPLS • T1 / E1 • Wireless • LAN / WAN • ITIL • SONET • ATM • Sales • IVR• Negotiations• Oracle / PeopleSoft • Nuance • Call Recording • Contracts • SLA’s • RFP’s • Video • KPI’s • Sourcing T’s & C’s • Fiber • Firewall • I3

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Manages departmental budget, purchasing, inventory of voice assets and telecom vendor relationships
• Converted 25,000 of 30,000 stations from legacy PBX to Cisco VoIP Call Manager v11.5 and implementing Finesse ACD Agent platform
• Responsibilities include an active role in managing the telecom budget, vendors, mentoring, training & project related escalations
• Run major telecommunications projects for voice network initiatives / videoconferencing / call recording
• Manage deployments of voice and videoconferencing expanding collaboration tools and technologies
• Oversee employees, contractors and act as the primary project contact for key stakeholders in the business
• Serves as a professional source of advice and assistance on managing projects
• Works with and manages the consulting services of vendors, including the development of project statements of work and determining vendor resource requirements
• Strong experience in business analysis, project planning / execution and resource management
• SME of data, video and voice technologies, underlying infrastructure, testing procedures and best practices
• Experienced leadership, interpersonal and organizational skills for gathering and clarifying business requirements, translating those requirements into project plans, communicating clearly and consistently throughout the life of the project, and successfully delivering projects in a complex, highly cross-functional environment.

Confidential, Chicago, Illinois

Network Architect

Responsibilities:

• Contractor acting as lead voice, data and video architect.
• Develop and specify UC architecture cloud-based telecommunications plan for Confidential .
• Develop innovative and effective solutions to diverse and complex business problems.
• Architect and implement redundant videoconferencing core infrastructure and implemented Cisco telepresence
• Vendor management for MSP’s such as AT&T, IBM, Viju, Cisco, etc.
• Cisco Nexus switch technology refresh architecture design and implementation

Solution Architect

Responsibilities:

• Spearheading the PLA entry into the videoconferencing market to complement UC / UM offerings
• Obtained twenty Polycom certifications in first 120 days of employment to secure Certified Video Reseller status for PLA
• Sales Engineering in Video, IP desktop sets, Recording / Streaming, Digital Signage, Wireless telecommunications and MS collaboration. Architect of Polycom / Lync unified communications and unified messaging solutions for PLA

Nuance Architect

Confidential, Barrington Hills, Illinois

Responsibilities:

• Architect of cloud-based, hosted IVR solutions (Nuance on Demand) used by Fortune 500 organizations.
• Drove the refinement of costing tool for ensuring sales proposals equate to profitable business.
• Implemented IVR fax solution to expand the Service Catalog and meet emerging client IVR outbound facsimile needs.
• Strategic architect assessing feature enhancement of cloud computing platform.

Confidential, Deerfield, Illinois

Manager

Responsibilities:

• Manager of IVR solution in 7,500 stores boasting an impressive deflection rate to automate Rx status and refills
• Drove the development and implementation of enhancements to self-service performance metrics dashboards
• Cross-functional team member for applications enhancements for mail order pharmacy
• Implemented sophisticated IVR monitoring system to ensure maximum reliability designed to meet stringent SLA’s
• Enhance and manage the enterprise fax server environment processing ~300,000 facsimiles per day
• My team integrated voice / IVR for 250 store Duane Reade chain of pharmacies into the Confidential ’s standard platform
• Instituted E-commerce IVR application for online shopping and curbside delivery at local pharmacy with great success
• Led a staff of 15 employees as well as MSP onshore and offshore developers from TCS
• Advanced the deployment of VoIP communications and retired legacy TDM infrastructure to introduce productivity enhancing Cisco Call Manager endpoints and Interactive Intelligence IP-based ACD strategy
• Expended global video conferencing network by interconnecting segmented WAN, created AV support program and produced and distributed an international endpoint directory
• Head of unified messaging, unified communications and VoIP telecommunications team structured to meet the new model of voice, data and video convergence
• Implemented VTC solution for an employee using ASL to allow that individual to communicate via videoconferencing

Confidential

Associate Director

Responsibilities:

• Slashed costs by $.5 million via multi-million upgrade of 283 boardrooms to video conferencing in Hi-Def
• Saved $1 million through executive deployment of 5-meg Global Table video conferencing program
• Cut $1.4 million in carrier costs through ISDN-based desktop upgrade to IP network-based platform
• SME responsible for developing unified communications, unified messaging and enterprise videoconferencing solutions
• Synchronized emerging voice, video, streaming, and VoIP technologies into Service Oriented Architecture model
• Matrix management as lead architect / designer for ~20 globally located engineers, site & project managers
• Early adopter of VoIP technology in 2000, launched CUCM for Tribune Interactive, moving to web-based content and boosting market share
• Boost classified ad revenue while compressing workforce by using new VoIP system and resume routing capabilities
• Responsible as both SME (Level 3) and management of IVR’s, Contact Centers, Genesys, speech recognition, unified messaging, unified communications, videoconferencing as well as TDM and VoIP telecommunications
• Orchestrated multi-million dollar switched voice and data networks, ACD operations while directing large team of employees and contractors
• Resolve system outages, expanded business networks, negotiated key contracts

Confidential, Chicago, Illinois

Senior Engineer

Responsibilities:

• Expert level deployments of TDM voice, unified messaging, trunking and transmission and switched data networking.
• Innovated telecommunications infrastructure for Hewitt Associates, writing software for 5,000 stations using sophisticated CTI screen-pops, database dips, and voice response units backed by a SONET network.
• Won President’s Club Award twice for business contributions, delivering projects early and under budget.
• Facilitated advanced telecommunication application integration, project management, and cutting-edge IP and TDM telecommunications development.
• Cultivated key relationships with global clients, delineating program requirements, building customized solutions, and deploying new technology to streamline contact centers.
• Lifted IBM profitability, designing cookie-cutter software builds for billion-dollar PBX rollout.
• Proposed elimination of hard-copy data on post-installation turnover packages to Service Delivery team which earned Circle of Excellence and 2 Leadership Awards for exceptional business results and cost savings.
• Determined resource allocation and guaranteed national account client satisfaction. Directed PBX repair and modifications for Chicago National Accounts, managing team of 22 field engineers.