• Performed multiple roles ranging from inventory management to Project Lead for major transition projects. • Created an automated Excel workbook using pivot tables to track over 140,000 telecom parts around the globe. • Calculated inventory shortages and informed the account team which parts needed quotes to fulfill CPE refresh cutovers worldwide. • Created site specific mpps based on priorities set by the regional PMs and the delivery timelines of parts from CPE suppliers. • Transitioned nearly 4000 sites for a major client to the Verizon Managed Services platform. • Monitored scheduling activities, equipment and circuit inventory, and staging activities for up to 50 site activations per night. • Created and presented multiple executive reports on a weekly basis detailing project progression, risks, issues, and budget analysis.

• Managed multiple Call Recording and Workforce Management projects simultaneously fornew implementations, ACD integrations, license expansions, upgrades, SaaS, and the cloud.• Implemented the first hosted Workforce Management system at NICE.• Serviced over 30 Enterprise level clients.• Created and managed budgets up to $400k.• Collaborated with my clients, product managers, designers, architects, engineers, and developers to resolve product-related issues.• Tracked all code changes and ensured they were included in subsequent Service Pack updates.• Worked with my clients to determine which UAT defects were on the critical path for timeline driven projects.• Coordinated stress testing with 3rd party vendors.• Provided concise and thorough daily status updates to all stakeholders during implementation.• Conducted lessons learned and shared ideas for process improvements with the PMO.

• Managed cross-functional project teams in the migration of contact center services onto the ECCS Serving Site infrastructure to provide NICE call recording, vendor consolidation, contact center environment standardization, and failover capability.• Lead the Location Strategy program consisting of 40 migration projects and realized $18M in annual budget savings.• Monitored Genesys call routing builds, PBX builds, NICE call recording configuration uploads, site remediation, and installations.• Coordinated IVR implementations.• Connected my customers with Subject Matter Experts and Business Analysts to assist with UAT planning based on the Statement of Requirements.• Assigned UAT defects to the appropriate resources and managed them through resolution.• Presented formal status reports to executive leadership.

• Managed projects for global PIP and VoIP network implementations for Enterprise level clients.• Worked closely with my account teams to build strong relationships with our clients.• Built team solidarity and cultivated new strategies to overcome process and system challenges that posed risk to project timelines.• Developed and maintained project schedules in Microsoft Project based on the scope and contractual requirements for each project.

• Performed activations, testing, and fault isolation for DS0, DS1, DS3, IMA/MFR, and STS1 circuits.• Provisioned and activated physical, logical, and virtual circuits within Intermedia’s Cascade/Lucent Frame Relay and ATM Switching Networks.• Tested with TTC 224 and Fireberd 6000 test sets, Premisys channel banks, CENTEST 550/650 systems, and the HADAX test system.

• Designed DS0, Frac-T1, DS1, and DS3 circuits within the Intermedia network.• Ordered access from interexchange and local exchange carriers.• Monitored network capacity and alerted my infrastructure team when more bandwidth was needed.• Worked with my network and field operations teams to resolve complex circuit design and provisioning issues.

• Designed DS0 and DS1 frame relay circuits for clients in the Midwestern US. • Wrote mux messages routing xconns to the nearest available frame relay switch using the least cost routing method. • Issued ASRs to IXCs, LECs, and secondary carriers for DS0 & DS1 access.