Responsible for managing voice systems and network engineering teams. Manage overall corporate telecom expenses and capital. Oversee management of mobile device environment for over 10,000 units (basic cell, smartphone, and air cards, iPads). Provide support for 2000 agents comprised of call center agents, remote agents, and third party provided staff augmentation. Maintain call center solutions including call recording, screen capture, voice analytics, IVR, call queuing, call reporting, Work Force Management software, e911, and customer call back features. Maintain corporate networking infrastructure, firewalls, and wireless devices. Maintain field network and phone infrastructure for 770 locations across the US.

- Provided strategic direction for the ongoing support and development of telecommunications, contact center solutions, and projects.- Projects included:- Aspect Unified IP dialer platform for contact center blending and blaster campaigns.- Avaya PBX / CTI platform leveraging screen pop, data warehouse, and enhanced call routing.- Nice quality monitoring, screen capture, post call customer survey feedback, and speech analytics system.- Implementation of TASKE call center reporting application to provide cradle to grave reporting.- Microcall Call Accounting system.- Aspect eWorkfoce Management forecasting and scheduling system.- Directed a team of telecom engineering and systems analysts. - Served as escalation for business critical issues regarding daily support and project status. - Responsible for technology deployment and disaster recovery planning. - Provided project status updates, proposals, and budgetary forecasts to senior executive management. - Responsible for vendor management and professional services.- Responsible for telecommunications budget and the review and approval of monthly invoices.- Responsible for contract review and negotiations, maintenance agreements, statements of work, consulting engagements, and professional services. - Provided call center dashboard metrics, call flow analysis, SLAs, and call center analysis.- Oversaw the implementation and support of video and audio systems; Tandberg video conferencing, Omnivex digital signage, Spectrum Wallboards, Polycom conferencing, Avaya SIP Meet Me Conferencing, and overhead paging.- Managed Wireless accounts and provisioning for cell phones and Blackberry devices.

- Project lead and contact center solutions architect for Sanofi’s Vaccine contact center CTI / CRM SAP solution. - Assess and provide functional requirements for vaccine sales and marketing business units. - Responsible for evaluating existing call center environment and offer recommendations for enhancements. - Responsible for evaluating and providing alternatives to senior management and business stakeholders. - Responsible for implementation of approved solution to encompass installation, testing and user acceptance.

- Project lead and contact center solutions architect for global Phase IV clinical trials engagements. - Responsible for architecting a global inbound / outbound contact center solution for global clinical studies. - Leverage existing Nortel VOIP technology to support short term needs. - Developed long-term strategy that is scalable and flexible for quick startup studies. - Provided for a centralized reporting strategy to track all calls cradle to grave. - Developed solution to encompass remote agents in various countries.

- Provided project management and subject matter expertise for Card Services helpdesk support and operations. - Responsible for the consolidation of call center operations, procedures, and assets. - Identified and documented applications, which will require migration and or sun setting. - Provided business analysis, define and document customer functional requirements.- Provided guidance over post acquisition service level agreements and reporting methodology.

- Oversaw end-to-end operations for Wireless Local Number Portability and new activations for corporate accounts.- Responsible for managing all aspects of client engagement focusing heavily on B2B enterprise customers.- Oversaw order entry and provisioning team (48) for LNP, teleconversions, COAMs for GSM/GPRS,TDMA, CDMA.- Developed 24/7/365 escalations team (10) providing help desk support for porting issues for 2G, 2.5G and 3G.- Responsible for the development and execution of quality assurance program.- Reviewed client contracts and service level agreements.

- Directed technical operations for Comcast Commercial Online for Commercial High-Speed Internet customers. - Directed 24/7/365 technical support, information systems, call routing, customer service, order entry, and billing. - Set the standards of performance to promote superior technical support and meet established departmental goals. - Prepared and controlled operating budget for technical support functions. - Interfaced closely with sales and marketing teams to manage customer needs and expectations.

- Provided strategic global planning for the development and rollout of systems security under 21 CFR Part 11 guidelines. - Established standard operating procedure training plan for key areas impacted by systems security changes. - Developed a change control and key project metrics process for security protocol updates. - Participated in developing a framework and approach for large-scale process improvement/re-engineering efforts. - Facilitate and moderate requirements discussions between business, technology and stakeholders.

- Provided project management office for 21 CFR Part 11 compliance for enterprise IT systems and applications. - Developed strategies to ensure electronic records and signatures policies and procedures are in FDA compliant. - Established systems training on new standard operating procedures resulting from systems remediation.- Developed and managed all key project documentation such as the Project Charter, Issue Log, Work plan, Change Control Doc, Communications Plan and detailed MS Project plan. - Developed and implemented QA validation document control process interfacing with Documentum group. - Established CFR Part 11 compliance project review process to ensure proper project closeout.

- Provided strategic direction for the ongoing support and development of customer service and claims systems. - Provided oversight for the support, strategic enhancements, and implementation of infrastructure platforms.- Directed a team of 30 developers, programmers, systems engineers, systems analysts, and project managers. - Implemented a project management methodology, enabling projects to be completed on time and within budget. - Served as escalation for business critical issues regarding daily support and project status. - Established and directed change control process that limit impact to productivity and ensured proper documentation. - Facilitated and managed internal and external customer requirements and expectations. - Defined and enforced policy and procedure the support and maintenance of Customer Service and Claims systems. - Responsible for Program consisting of high profile and customer facing projects e.g. IVR, Cisco ICM, CTI solutions. - Consolidation of 27 service center facilities to 10 large-scale contact centers by leveraging Cisco ICM. - Increased customer self-service by developing and implementing IVR applications utilizing text to speech, natural speech recognition, VXML voice server development. - Responsible for technology deployment and disaster recovery planning. - Provided project status updates, proposals, and budgetary forecasts to senior executive management. - Responsible for contract review and negotiations, consulting engagement, statements of work, and vendor selection. - Centralized and directed help desk support for 27 domestic call centers. - Established a team of highly skilled technical subject matter experts and provide career development coaching.

- Managed strategic business solutions for Revenue Services by leveraging new and existing technologies. - Responsible for defining customer requirements and developing scope and objectives. - Managed business systems analysts, vendor selection, accounts, contracts, and business technology budget. - Facilitated discussions between operations and IT teams regarding key business objectives and technical needs. - Managed program designed to blend and enhance technologies between SmithKline and Quest. - Responsible for implementing and supporting customer relationship management applications e.g. Genesis call - routing, workforce management, quality monitoring.