Qwest Managed Services Sales & Marketing

• Conducted presales activities that included qualifying, designing Managed Services solutions and presentations to executive management at various FORTUNE 1000 companies
• Assisted Qwest account team in responding to Request for Proposal from large bank to supply Voice Managed Services
• Participated in bidders conference and preparation of response, including analyzing company financials, current processes and technology environment, developing staffing models and presenting to client management
• Participated in contract negotiations

Qwest Managed Services Transition Projects

• Managed transition of large Bank with 1,000 locations to new Voice Managed Services model, which included identification of missing processes, procedures and tools and implementation of corrective measures (e.g., new organizational structure)
• Managed second transition, converting 1,000 newly acquired bank locations to Voice Managed Services model
• Assembled Transition Project team, developed and executed project methods and procedures, developed staffing model and hired personnel
• Acted as primary contact to Bank executive management

Qwest Managed Services Centrex Project

• Conducted Telecommunications Operations Analysis project of Centrex support organization to determine requirements for converting to Voice Managed Services model
• Documented entire operational process, including workflows
• Identified possible design options to meet business requirements
• Developed recommendations and presented to Qwest management

Qwest Managed Services Operations Project

• Designed and implemented Program Management Office (PMO) for Qwest Managed Services Bank engagement
• Created several key functions including: program management, program administration, issue and risk management, process documentation, quality management and communications plan

Northwestern Memorial Hospital -- Chicago, IL

• Managed feasibility project determining financial impact of in-sourcing hospital's voice communications systems and maintenance infrastructure
• Current voice communications costs developed from service providers’ billings
• Current hardware and software configurations identified for NT SL-100 and SL-1 PBXs, Octel Aspen voice mail, StarTel Answering Service, overhead paging, radio paging, patient cable TV service, and all network facilities
• Conceptual Infrastructure Design thereby developed
• Budgetary costs generated for replacement systems and staff resources required for new voice communications maintenance organization
• Recommendations developed for new Telecommunications Services Infrastructure

HB Fuller -- Minneapolis, MN

• Managed feasibility study and vendor selection to support telephone system, voice mail system and wiring infrastructure requirements at manufacturing facility
• Identified areas within organization where enhanced voice processing technologies could be implemented to increase productivity
• Designed ACD functionality in the Customer Service Department
• Developed Request for Proposal and conducted Bidder's Conference and site survey
• Evaluated vendor responses and cost benefit analysis
• Developed vendor recommendations and Implementation Plan

Phoenix Mutual -- Hartford, CT

• Conducted review and competitive assessment of company's customer service organization identifying functional and technical deficiencies
• Developed recommendations for improving call center operations including implementation time frames
• Focused on utilization of enhanced voice processing technologies and process re-engineering within call center

ALAS -- Chicago, IL

• Performed vendor selection for telephone system and wiring infrastructure to support the company's relocation plans
• Worked with architects and building contractors to identify wiring and power requirements
• Conducted interviews identifying user and system requirements
• Performed traffic engineering analysis identifying voice system configuration
• Developed telephone systems and wiring infrastructure selection criteria and evaluated vendor responses
• Conducted cost/benefit analysis for intelligent wiring hubs to support company's data network

Goldman Sachs -- New York, NY

• Conducted planning project in conjunction with company's current Computer/Integrated Telephony initiatives
• Current and planned enhanced voice processing applications reviewed and prioritized as tactical or strategic implementations
• Several technology alternatives evaluated, such as Octel's PowerCall and Northern Telecom's CompuCall, to determine their feasibility for supporting these applications
• Design issues and implementation approaches outlined

Madden Graphics/Philip Morris -- Chicago, IL

• Identified voice processing systems and functional requirements supporting large client's fulfillment program
• Performed vendor selection for interactive voice response/recognition system, PBX system, voice messaging system, voice and data wiring infrastructure, and Automatic Call Distributor (ACD) system
• Assisted in design and implementation of these systems --coordinating integration testing between the PBX, voice response systems, and IBM token ring connections to fulfillment application on IBM AS/400 computer
• Designed customer service call center utilizing integrated ACD functionality
• Evaluated network services proposals from AT&T, Sprint and MCI supporting enterprise wide communications requirements

KFC -- Louisville, KY

• Developed information technology architecture and related standards supporting Open Systems directive to be implemented enterprise-wide
• Defined architecture piecing together all Open Systems elements including: relational database, RISC based hardware/operating system platform, graphical user interface, communications interfaces, and application development and end user productivity tools
• High level analysis conducted in which various vendor products evaluated for each architectural component

Commonwealth of Kentucky -- Frankfort, KY

• Evaluated state government voice communications environment
• Investigated possible alternate approaches for voice communications needs based on current and future functional requirements
• Performed cost/benefit analysis of possible alternatives -- cost estimates for PBX replacement systems, associated service agreements and Centrex services

AT&T -- Morristown, NJ

• Developed voice product line strategy for internal telecommunications organization that provides communication products and services to 4,000 company locations worldwide
• Defined customer market and segmented communication requirements and applications -- product positioning, marketing/sales, pricing objectives, and business planning for forecasting customer demand and budgeting purposes

UtiliCorp -- Kansas City, MO

• Performed high-level strategic review and validation of results of two Corporate Telecommunications Studies -- in depth analysis of proposals submitted by AT&T, Sprint, and MCI for virtual private network and several PBX and voice messaging system proposals from AT&T, Northern Telecom, ROLM, and Octel
• Identified unresolved issues and outstanding information requirements
• Implementation approach defined
• Performed cost benefit analysis and selected appropriate vendors

Team Bank -- Dallas, TX

• Performed telecommunications department organizational and operational review focusing on voice and data communications
• Evaluated existing MIS organizational structure, functional responsibilities and current manual/automated control methods
• Revised organization, including staffing level requirements
• Planned physical inventorying of all communications systems bank-wide
• Planned strategy for implementing network management system
• Financial Collections Agency -- Montreal, Quebec & Chicago, IL
• Conducted strategic plan optimizing voice and data network of Montreal based corporation
• Developed plan consolidating Tandem computer operations of firm -- detailed analysis of existing voice and data network configurations, study of available service alternatives, and data Network analysis between Tandem VLX and TXP nodes
• Analyzed existing network line capacities using MESURE and CMI
• Analyzed existing MCI, AT&T service offerings, AT&T, Northern Telecom and Mitel PBX systems, and Tandem VLX and TXP operations
• Made cost-saving recommendations
• Developed network management strategy for recommended network