Dave Rosenblatt Email & Phone Number

Baltimore, Maryland Area

Responsible for 24x7 production support of end-user applications for all Call Center users across TFS, including external suppliers. User audience is over 5,000 total end-users. Assisted in moving IT Department from ITIL practices to SAFe/DevOps methodologies. Responsible for stabilizing all Customer Service Center (CSC) applications throughout TFS. Responsible for all production support of all Salesforce production deployments. Deployed Google Chrome as TFS Salesforce standard, improving response time by 35%. Reduced overnight processing time for Salesforce Collections Support by 85%. Deployed NICE upgrade, automating evaluations and improving performance by 25%. Automated department escalations using SharePoint, receiving 2015 TFS Innovation Award. Provide technology support for entire Collections line of business.

Greater Philadelphia Area

Jointly responsible for replacing SunGard’s entire PBX with Avaya SIP and H.323 architecture. Responsible for asset management of all SunGard’s Avaya infrastructure, consisting of numerous servers and 10,000+ phones. Jointly responsible for deployment and administration of new phones. Responsible for all failover testing of entire new Avaya infrastructure, including risk identification and remediation activities. Currently responsible for deploying ACD architecture company-wide. Responsible for configuration and deployment of all remote site G450 gateways.Responsible for consolidating unused phone lines; saving over $116,000 annually. Jointly responsible for designing, architecting and deploying company phone lab.

Springfield, Pa

Managed entire IT Department, all staff development, all aspects of Company hardware and software assets, and all Technology solutions for the company. Directed all technology operations, system monitoring to ensure uptime, application development, strategy, IT policies and procedures, purchasing and asset management.Managed department budget, capacity planning, and created key vendor partnerships. Secured perimeter network and deployed enterprise-wide monitoring. Deployed enterprise-wide antivirus.Deployed consolidated VPN solution. Replaced client testing portal. Deployed WSUS environment. Deployed outsourced corporate helpdesk solution. Consolidated two 90-person sites into new 192-seat site and turned site up. Managed entire infrastructure for move.

Wilmington, De

Managed entire IT Department, all staff development, all Company hardware and software assets, and all Technology solutions. Managed all aspects of Information Security. Managed all technology operations, system monitoring to ensure uptime, application development, strategy, IT policies and procedures, purchasing and asset management. Managed department budget, capacity planning, and all vendor management.Migrated entire 600-person, 6-site company from point-to-point to MPLS WAN. Replaced entire phone system with Avaya VoIP PBX. Opened 4 additional locations, more than doubling Company’s size from 3 to 7 sites. Successfully deployed secure backup WAN solution to all Company locations, while maintaining 100% network availability.Designed and deployed entire voice and data infrastructure, including MPLS LAN/WAN, IDS/IPS, Avaya VoIP PBX, Intuity Audix, Dialer integration. Consolidated telecom hardware enabling collectors to use dialer resources internationally and saving the company $10,000+ per location. Managed simultaneous high-visibility projects. Worked with President on Disaster Recovery and Company BCP (Business Continuity Plan).

Claymont, De

Managed configuration, management and administration of entire Avaya phone system. Implemented two new voice PRI circuits, reducing call blockage by 15%. Managed all power-related and telecommunication-related activities, infrastructure, vendors, billing and projects for the Bank. Upgraded LAN/WAN infrastructure.Managed all handheld-related technology for the Bank. Deployed enterprise-wide BlackBerry solution, reducing the need for laptops and providing a 10x ROI. Designed and recommended Voice over IP (VoIP) architecture, including ROI justification, for Senior Management.

Wilmington, De

Designed, managed and deployed 200+ user Call Center infrastructure. Responsible for all aspects of call center technology including Lucent switch, Cisco call routing technology, Mosaix Outbound Dialing solution, Periphonics Customer Service VRU and TCS Workforce Management tool.Managed business and vendor relationships and business priorities with Senior Management. Managed enterprise-wide capacity planning. Recruited, built and managed 4-person Call Center Team to support enterprise. Infrastructure is result of more than 20 individuals’ efforts across 3 vendor companies.

Newark, De

Responsible for designing and implementing reusable Telephony and Workflow architecture. Assisted in bank-wide VRU replacement assessment. Designed complete Telephony architecture and migration plan. Performed workflow technology assessment, determining business and technology impacts.Managed software development life cycle for middleware-based telephony and imaging. Worked on VRU data access migration to middleware-based environment. Responsible for middleware-based architecture for bank-wide CRM initiative. Concurrently managed six corporate-wide projects for Common Services Team. Managed software development team.

Wilmington, De

Managed software development life cycle for all Call-Center related Customer Service systems. Generated and implemented business process model for software development group. Developed GUI and helped create workflow engine in First Assist. Upgraded 1,000+ machines to new hardware, software and operating systems.Optimized application resulting in a twenty-second performance gain. Application integration into First Assist, including imaging system and CTI interface. First Assist became base client/server platform standard for other bank departments, and is still being used today. Developed Oracle server RPCs and some client 'C' modules, and reports. Managed version control software, and automated distribution of First Assist. Project-managed large First Assist development team overall. Designed and managed Correspondence Workstation System.

Wilmington, De

Developed application, and an expert system chargeback engine for IWS. Handled and supported several bank acquisitions and conversions. Helped design training program on CUA standards for GUI front-end. Installed and maintained version control software.Developed several REXX utilities to automate distribution of IWS. Responsible for end-user application and training support.