Rob Katz Email & Phone Number

Bethesda, Md, Us

(Now Intrado / Formally Intercall)

Implemented Global Network Server hardening, patching, and threat control.• Vulnerability Scanning & Analysis (OS, App, Users, Firewall)• Threat and Virus Remediation (OS, App, Firewall)• OS, Application & Virus Definition Patching • Microsoft hotfix installs & Red Hat Patching• New System vulnerability analysis • System Decommission & re-deployment projects• Worked within Software Release Schedules to Monitor, Patch, Reboot and Release patches• Secured buy-in from team leaders including Server Operations, Application Administrators, Application Owners, Information Security, and Quality Assurance• Supplied concise quarterly summaries for C-Level and Board Level presentations Designed processes for offshore remote editing of telephony audio files• Specified and tested servers, software and skills• Created clear directions for end-users & support staff.• Designed an automated process for mirroring and backup of pre and post-edited files.

(Formally Genesys Conferencing)

Consolidated 6 unrelated IVR systems at 4 different locations into one scalable and stable IVR platform with redundancy in 2 secure global co-locations to support North American and European customers.• Assessed, cataloged and learned all systems• Converted systems, voice prompts, databases, audio files• Re-designed front-end processes with an intuitive and logical mindset for end-users• Designed an automated and simplified back-end billing process married to the existing billing systemManaged the migration of some IVR Applications and Customers to 3rd Party Companies.• Identified and selected appropriate 3rd Party Companies to become the owners of existing IVR Customers and IVR Customer Applications.• Received numerous accolades from clients on the smooth and thoughtful transition process• Client Quote: “It was a joy working with someone who took the time to really listen to [our] needs, make valuable suggestions, and who was always available, even at a moment’s notice. The service Rob created for them has become a benchmark in [our company] for how this and related services should be developed and managed.”Consolidated Replay systems• Designed prompts and processes to make this invisible from a customer perspective and seamless from an employee user perspective.Other Backend Conference Call related IVR Applications:• Designed an Outbound Hammer Call Testing system to check system for uptime• Designed application to capture and analyze DTMF from callers experiencing quality issues.Designed and supported Conference Call Fraud Prevention systems.• Used IBM Tivoli Netcool/OMNIbus and other data gathering tools to analyze Conference Call data in real-time.• Created notifications and alerts for Fraud Prevention specialists to intervene in live conference calls suspected of fraud.

(Formally Vialog Group Communications)

Created Global IVR systems to support North American and European customers with a small team of engineers and application developers.• Worked with Fortune 100 companies around the globe• Built fault-tolerant, scalable systems, and applications• Traveled internationally to install systems• Met with clients in person and via conference call to sit in the shoes of end-users and assess their needs first-hand• Assessed and designed first-generation phone and web-based IVR Applications for Business Continuity, Disaster Recovery, Contingency Planning, and Emergency Communications• Created and supported a high-performance inbound IVR system branded: Emergency Message Line• Supported numerous Disaster Recovery IVR applications which were ultimately used on September 11, 2001, for intra-company communications by World Trade Center clientsImplemented large scale network and communications off siting co-location project.• Implemented cloud application design and deployment• Designed multi-site global scalable IVR architecture• Designed international automated Conference Call Recording and Replay System• Created multi-site Telephone Trunk testing applications• Designed audio diagnostics and audio system uptime monitoring • Designed initial platforms to stream recorded audio to the internetManaged all North American wireless communications.• Worked with 4+ Wireless Phone carriers and 3+ Pager carriers• A consolidated carrier needs 2 phone carriers and 1 pager carrier• Analyzed and automated inbound billing process to identify 40% cost savings• Managed wireless needs for all employees including top-level management• Built relationships with carriers and manufacturers to stay on the bleeding edge of technology• Worked with the very first generation of iPhones and Blackberry’s

Designed, implemented and supported numerous IVR applications at 5 North American Locations• Selected, designed and built hardware systems and software components• Designed applications for Fortune 500 companies in these industries: Financial, Healthcare, Insurance, Medical, Communications, Event Management and Associations• Generated $500K/year in revenue with only 1.5 dedicated developers• Built decade-long customer relationshipsCreated an automated Conference Call Recording & Playback System• Designed automated routines for setup and configuration of recordings• Developed procedures for editing and sharing audio files• Worked hand-in-hand with conference call specialists and customers to determine the needs of each audience.Designed a scalable Voice Broadcast IVR Application branded as VMB (Voicemail Broadcast)• Provided clients with a fast and cost-effective method to deliver personalized voice messages to large numbers of recipients simultaneously• In 1999 it won “Best New Streaming / Broadcast Service at the MultiMediaCom Awards