• Managed full life-cycle implementation projects, with multiple teams using solution discovery, development, integration testing and customer acceptance. Technologies such as Multi Media Contact Center, IVR, SIP, VOIP, Call Recording/Quality Monitoring, and Unified Messaging integrated with a variety of both voice and data systems.• Project Managed team for Nortel’s first Unified Messaging product to market. Teams from, US and Europe using three separate labs for requirement Analysis, Design, Development, Testing, Acceptance and Turnover with sign off from the customer on each phase. • Responsible for facilitating meetings with Nortel/Business Partners/ vendors/customers. SOW’s, Quotes, Purchase orders and test plans. project plans using MS Project, weekly status reports.

•Enterprise Network Serv's PM, serving as focal point for any network services related project requests. •Managed multiple projects with matrix level reporting by project team consisting of Project Managers, Business Analysts and Development Managers within IT.•Acted as a liaison between business units and the Network Services department, Worked with the customer to define the scope of the requirement as well as budgetary and time constraints. •Determined overall feasibility of the project, given the budgetary and time constraints, and resource availability. •Developed a project plan, create schedules, managed resources and budgets.•Coordinated the delivery and configuration of networking goods and services. •Managed Installation and implementation of IP trunking from main campus in Mountain View, CA to Chippewa Falls, Wisconsin. •Upon completion of the project, met with the customer to ensure that the scope of the project has been satisfied

• Technical Sales Support on all Aspect solutions for Global and Western Region Sales Teams generating 80MM in annual sales. • Training includes Contact Server and Multimedia application development, installation and configuration. Aspect Call Center ACD (Basic and Advanced). CRM (Clarify).• Assisted sales team through preparation and delivery of technical presentations and statements of work by matching specific client business requirements into effective technical solutions to improve productivity, effectiveness and customer satisfaction.

• Technical Account Manager for 50 Western Region Accounts. Managed provisioning process, customizations of standard ASP services (Instant messaging, chat, Email Web Collaboration) and trained on Agent Workstation (CRM-Proprietary) and Supportal (Business Intelligence Tool). Developed by Facetime. Application consulting on best practices, up selling customizations and Professional Services opportunities.

• Managed multiple projects with matrix level reporting by project team consisting of Project Managers, Business Analysts and Development Managers within the Information Technology organization. Projects consist of, but not limited to, data systems upgrades and installation, developing enhancements for the Customer Care (call center) organization, specifically enhancing CRM (Clarify), ACD, CTI, and IVR.• Coordinate development between departments, track projects; conduct meetings and conference calls for status, action items and issues to resolution. Oversee all projects and compile status reports to upper management. These reports indicate any flags for potential conflicts with time, resources, budgets, risks and dependencies.

•Managed implementation of client/server applications across a network for Electronic Brokerage Division (on-line trading) 400 seat call centers in SF and Phx. Integrated IVR systems with ROLM and Aspect Systems and CRM. Coordinated all activities between internal organizations and ext vendors. Provided project timelines and communication updates to the business unit. Facilitated project meetings. Assisted with workflow process analysis and documented outcomes and solutions.•Liaison with AT&T reps for Call Prompter installation and modifications. •Analyzed call flows and statistics to improve management of resources, enhance customer service and maximize trunk utilization.•Administered ROLM/Aspect User database chg's and created Customer View Director Screens for call center managers.•Implemented and maintained reporting systems (Crystal) from network level to team/individual daily statistics for management.