Professional Summary

• A versatile Senior IT Business Analyst/Project Management Professional with demonstrated expertise in all phases of Hospital, ,Public Utilities, Federal/State agency protocols, call center interactive voice response, ACD analysis/implementation, Aspect/Genesys integration, business requirements analysis, software development, service delivery, telecom billing, customer support and project management as evident by the successful Vendor Management procurement and delivery of hardware, software, healthcare solutions, contract procurement, billing, financial, technical programs and projects for telecommunication providers Montefiore Hospital, Cablevision, AT T, NYNEX, Bell Atlantic, Verizon, Verizon Business, Frontier Communications . A strong attention to business details and customer support balanced with technical development experience and an ability to quickly understand a business goal ensures immediate contribution to your company's IT strategy. Currently attending classes to successfully complete my BS in Executive Business Management and Information Technology. Skills Extensive hands on experience using Clarity, Microsoft Project, Visio and the entire Microsoft suite of project management tools. Extensive hands on experience testing and implementing the Aspect/Genesys CTI integration for 10 Call Centers and 4500 Call Center agents nationwide.
• Extensive hands on experience analyzing and implementing new features for both the Interactive Voice Response and ACD software in large national call centers throughout the Montefiore Hospital IT, New York City E911 Emergency agencies, Cablevision Inc. and the Verizon Business footprint.
• Outstanding verbal communication and team interaction abilities.
• Expert knowledge of all phases of Vendor Management for the procurement and delivery of hardware, software, Genesys/Verint telephony systems, and all products required for the implementation of a multi million dollar Information Technology infrastructure.
• Expert knowledge of all phases of Vendor Management for consulting resources for multi year projects in excess of 6 billion dollars.
• Excellent technical writing abilities and presentation.
• Expert knowledge in all aspects of planning, execution and project delivery using Waterfall, JAD, Agile/iterative methodology, including defining project scope, specifying deliverables, estimating project duration, cost, managing project budget, creating detailed project plans and managing software deployment change requests for both test and production environments.
• Excellent understanding of the contract and grant management process for government and private sectors.
• Fifteen years of extensive hands on business analyst working on complex, and multi functional contracting/pricing applications defining business requirements, identify functional specifications and identify best practice standards.
• Extensive experience with articulating and recommending technology standards with regard to contract administration systems.
• Twenty years of expert knowledge organizing and leading small to large groups to resolve complex business problems. Extensive hands on knowledge working with business customers to understand requirements and develop specifications for large-sized projects.
• Extensive hands on knowledge identifying data sources, construct data decomposition diagrams, provide data flow diagrams and documentation of current and recommended processes.
• Extensive hands on interaction with all Federal and State agencies implementing new programs for seniors and persons with disabilities to provide emergency medical services that will improve the quality of life for all parties included in each program.
• Expert knowledge in gathering user requirements, effective communication with Marketing and Sales business entities.
• Good working knowledge of government entities financial management application and contract administration systems from working on New York City budgeting and fiscal management through past experience designing and implementing new software and hardware at all New York City E911 call centers.
• Extensive hands on knowledge overseeing, coordinating, and participating in organizational, operational, and procedural analyses to determine information input, work processes, and desired output for Marketing and Finance organizations.
• Expert knowledge writing approach papers and relaying information to development staff.
• Expert knowledge handling multiple assignments across numerous teams and organizations.
• Expert knowledge in all areas of documentation writing and oral communications.
• Expert knowledge managing matrix documentation, along with strong project work and project planning experience.
• Expert knowledge of all data center hardware/software planning, architectural design reviews, procurement and implementation.
• Expert knowledge in theory and practical use of the Six Sigma methodology for new and existing software development.
• Extensive hands on knowledge and understanding of Capital project and programs in excess of 30 million dollars.
• Primary interface between internal client, design development teams and outside agency for platform convergence and integration initiative.
• Extensive hands on knowledge leading team through functional decomposition, business analysis, and the execution of the project plan and schedule.
• Expert knowledge coordinating the timely communication of project information, including status reporting, meeting actions, changes requests, risk reports, issue logs, schedule and budget performance charts, etc.
• Extensive hands on experience engaging in discussions with client in developing project framework, governance structure, rules of engagement, etc.
• End to End Project management from requirements thru production implementation.
• Expert knowledge of all Call Center functions including managing call center personnel, sales, service, order processing, and collections.
• Expert knowledge of Telecom billing processes, procedures, and Carrier Access Billing systems.
• Certification and expert knowledge of Process Re-engineering for all phases of Information Technology life cycles included business analysis, and application development.
• Extensive hands on experience leading and managing software development personnel and projects which involve a considerable amount of complexity.
• Extensive hands on experience leading analysis discussions and design review alternatives.
• Extensive hands on experience leading coaching, conflict resolution, team building, listening, crisis management, leading diverse groups, meeting facilitation.
• Expert knowledge of Aspect, Verint, Genesys, Outlook, Microsoft Project, PowerPoint, Excel, Word, Access, SharePoint Designer, Test Director, and other business analyst tools.
• Advanced experience with oral written communications providing feedback to all concerned parties.
• Advance experience and ability to multi-task various large and small projects.
• Expert knowledge of all data center hardware/software planning, architectural design reviews, procurement and implementation.

Experience

Confidential

Senior Project Manager/Implementation Consultant

Extensive hands on project management experience managing multiple day to day medical system integration project utilizing Microsoft Project, Visio, and Clarity as project management tools which included the procuring, designing, development, testing and implementation of new hardware/software requirements, database updates and report writing tools for Montefiore hospital Call Centers using the Aspect/Avaya CTI platform utilized by 2000 call center agents in 8 call centers located throughout Confidential, Bronx and Westchester.

Confidential

Senior Project Manager/Business Analyst

• Extensive hands on project management experience managing multiple day to day system integration project utilizing Microsoft Project, Visio, and Clarity as project management tools which included the procuring, designing, development, testing and implementation of new hardware/software requirements, database updates and report writing tools for Cable/Media call center using the Aspect/Genesys CTI platform utilized by 4500 call center agents in 10 call centers located throughout the United States. Coordinate and chaired daily meetings with our engineering, networking, business partners and contract vendors to analyze, develop and implement new call center solutions to a customer base in excess of 3 million customers.
• Chaired weekly meetings with Call Center management to discuss and gather new business requirements for system enhancements to be utilized by the ten call centers located throughout the

Confidential

Senior Project Manager/Business Analyst - Consultant

• Team chairman for implementation of HIPPA rules required for successful approval of new FDA emergency medical devices, and fulfillment center to be located in Bristol Pa. Extensive hands on project management experience managing the day to day designing, development, and implementation of new hardware/software requirements, database updates and report writing tools for medical alert devices and 500 call center agents in 17 call centers located throughout the United States. Coordinate and chair daily meetings with our engineering and contract manufacture partners to analyze, develop, sell, provision, and ship medical alert devices to customers throughout the United States.
• Chaired weekly meetings with Call Center management to discuss and gather new business requirements for system enhancements to be utilized by the nine call centers located throughout the Confidential.
• Chaired weekly conference calls with Call Center supervisors to discuss, analyze, and implement new processes and procedures to reduce the agent call time, while providing better service to our customers.
• Designed, documented and delivered all requested and mandated training for Call Center agent training.
• Analyzed, designed, and wrote all new agent scripts to be utilized while speaking with our customers.
• Research and held weekly meetings with our executive team and numerous vendors to procure and implement a new Avaya call center telephone switch and scripting tools.

Confidential

Senior Marketing/Sales - Consultant

Extensive Project Manager Experience with analyzing, designing and implementing real estate advertising and sales tools to support agents requirements to initiate and complete the sale of residential and commercial real estate. Single point of contact to both buyers and sellers to gather their real estate requirements for listing and selling their property.

Confidential

Senior Project Manager - Consultant

Coordinated and chaired daily business analysis of current systems software meetings with the Verizon Business, Telecom Sales, Engineering, Networking, Retail, and Service Implementation Management organizations to identify and analyze business requirements, and associated costs and savings to design, develop, and implement new applications for both our internal and external user communities. Applying business requirements rules, I have extensive Project Manager experience developing technical and financial specifications for the deployment of 78 new Verizon Business applications for the sale of 14 states which successfully completed the 8.6 billion dollar sale of telephony and data services to Frontier Communications. Coordinated and tracked system security access permissions for 78Verizon systems, and a user community in excess of 1000 people to provide and deny system access based on business rules as detailed within the Frontier contract of sale. Successfully implemented the business requirements and technical support to have Call Center desktop computers reimaged for a user community in excess of 1000 people.

Confidential

Senior Program Manager/Business Analyst

• Coordinated daily meetings with the Verizon Business Sales Call Centers, Conference Call Centers, Order Entry Call Centers, Financial and Implementation Management organizations to identify business requirements, develop technical and financial specifications, and deployment of new Interactive Voice Response and ACD system enhancements eliminating 100 full time Call Center employees resulting in an annual savings in excess of 5 million dollars.
• Coordinated and tested computer/telecommunications hardware, and software development for the E911 emergency systems for Confidential
• Fire, Police, and Emergency Medical Services agencies.
• Chaired weekly meetings with Conference Call Center and Operations management to discuss and gather new business requirements for system enhancements to be utilized by the seven Confidential.
• Weekly conference calls with Call Center supervisors to discuss, analyze, and implement new processes and procedures to reduce the agent call time, while providing better service to our customers.
• Weekly conference calls with Field staff management team to discuss, analyze, and implement new processes and procedures to reduce the number of times a technician would have to be dispatched to successfully complete a repair and new installation at our customers premise.
• Monthly face to face meeting with the Verizon Business CIO to discuss the data gathering progress for the sale of telephony services to Frontier Communications.

Confidential

Technical Manager

Data Center Application Support Manager for Verizon's interface with competitive local exchange carriers located within the Verizon footprint. Defined, developed, and deployed new business rules, and application processes for the Wholesale competitive local exchange carrier billing invoices to be received and processed electronically into production Data Center environment. Experience as the Senior Technical Manager included the direct supervision of 10 System Engineers working on two unique application development and hardware production support teams. Team met daily with the Verizon Operations teams in the New Jersey, and New York data centers to design and prepare all required documents to verify that all aspects of our systems were working perfectly, and that all systems monitoring is working as designed. T These successful monitoring systems have saved the Verizon corporation New York State Regulatory mandated fines in excess of 12 million dollars annually in out of service costs. Designed, and implemented an application build/release life cycle process which includes the compilation, testing, and deployment of internal and external customer requested system enhancements. Hands on experience include managing a 5 million dollar budget for the procurement of new computer hardware and software for the test, production and disaster recovery environments, and all allocated budgets associated with Full Time Employees, and On/Off shore Contractors.

Confidential

Project Manager

Project Manager experienced with direct supervision of 5 software System Engineers working as a team to successfully design, develop, and implement the migration of a robust engineering application which has reduced Verizon operational cost in excess of 2 million dollars annually.

Confidential

Mainframe Computer Programmer Identified business requirements required for defining, designing and deployment of system code updates for the Verizon Financial Reporting, Motor Vehicle, Capital Tools and NYNEX Asset Tracking systems.