Elizabeth Sugar Email & Phone Number

New Mexico, United States

Albuquerque, New Mexico Area

• Cisco Webex Contact Center implementations for multiple customers, including Jefferson County, City and County of Denver, Del Norte Credit Union, CNM, NMSU, etc.• Cisco Webex Calling implementations for multiple customers, including Tesuque Casino and METI.• Cisco Contact Center Express Solution implementations for multiple customers, including Douglas County, El Paso County, NM Gas, MJ Firm, ABCWUA, etc.• Migration to Distributed as well as centralized SIP trunks for multiple customers, including NM Gas, Dona Ana Community College, Hughes Federal Credit Union, etc.• Cisco Expressways design and configuration for MRA and hybrid services• Collaboration upgrades from/to diverse software releases• Collaboration Assessments

Albuquerque, New Mexico Area

ABQ Health Partners• Migration to Cisco Collaboration for +1k phones and 20 site• Migration to Distributed SIP trunks• Cisco Contact Center Express Solution for all clinicsCity of Albuquerque, NM• Migration to Cisco Collaboration for 6k phones and 70 site• Miigration to Centralized SIP trunks• Cisco Contact Center Express Solution for the City 311 CenterEl Paso University Medical Center, Dona Ana County, MAC Energy, Western Refining, USNMFCU, Northern Tier Energy• Virtualization of customer’s Collaboration applications on Cisco UCS B-Series, C-Series Servers environment. Presbyterian Hospital• Deployment of Cisco Telepresence solutions for Presbyterian’s Regional Hospitals, the Patient Navigator Program, Behavioral Health, Rio Rancho High Resort and Presbyterian Hospital.• Planning and Deployment of a comprehensive enterprise Quality‐of‐Service strategy for Presbyterian campuses and wide‐area‐networkSource Healthcare Analytics• Network and Collaboration Planning and Deployment for Source Healthcare new facilities in Phoenix, AZ.NM Human Services Department, Tricore Reference Laboratories• Planning and Deployment of Cisco Telepresence solutions for their multiple locations across the state of New Mexico.Western Technical College• Planning and Deployment of a Cisco IP Contact Center Express solution for 5 departments, with a total of 40 agent seats, implemented on Cisco UCS in a virtualized environment. Indian Health Services• Unified Communications Multi-cluster network design.

San Francisco Bay Area

• Actively built long-term customer relationships, positioning the SBC services model to key decision makers in strategic accounts. • Closed crucial projects including: 1) $156K Long Distance and Local Agreement for an International Broadcasting Company; 2) 500K multi-services offering covering Dedicated Internet Access, LEC Services, Long Distance Dedicated Voice Access and Usage Plans as well as Managed Intrusion Prevention and Detection Services.• Extremely diligent in her work, resolving complex issues including chronic billing and implementation problems. Recognized for carrying out every project to its completion with little or no direction.

Caracas, Venezuela

. Instrumental in the company's achievement of Y2004 Advantage Partner Sales Quota by the end of Q2 with the sale of a $300,000 Contact Center solution for Venezuela’s Public Telephone Company (CANTV) and a $100,000 VoIP solution for a leading Wireless Company (Digitel).. Prepared and delivered responses to RFPs covering a broad range of NORTEL Solutions. . Assisted customers’ technical staff and senior management with requirements for technical product information, pricing and solution configuration to solve key business and technical issues.

San Francisco Bay Area

. Produced marketing collateral to deliver Avaya CRM business strategy and future technology direction messages to customers and partners. Provided marketing collateral to respond to a $22M successful CRM sale opportunity. . Took initiative for creating a CRM Customer Knowledge Base aimed at ascertaining and understanding customers, their needs and business challenges.

Sydney, Australia

. Conducted extensive research on Avaya Product Portfolio including Business Communications Systems, Voice Over IP, Contact Center and Data products. Identified opportunities to streamline product portfolio. Results were webcast from Australia to the R&D community around the U.S. Work received outstanding feedback from internal customers.. Completed diverse activities such as new technology assessment, industry analysis, business strategy, portfolio planning, and definition of Avaya CRM portfolio architecture future vision. Technology areas included distributed software, software standards, databases, workflow, CRM, Internet, multimedia communications, communications networks, voice recognition as well as traditional telephony and Call Center technologies.

Caracas, Venezuela

. Managed CANTV corporate ISP accounts. Guided corporate customers in selecting proper Internet access services including Dedicated Access Lines, Frame Relay Access, and Web Hosting services, resulting in a 50% increase in new business opportunities in a 1-year period.

Caracas, Venezuela

. Managed 4 key named accounts in the Financial Services, Telecom and Wireless industries. Served as liaison between corporate customers and Ingedigit operations to address the customer’s most significant and pressing business issues, utilizing Nortel Meridian 1 product offerings. . Delivered Nortel Meridian 1 Business Communications Systems and Applications presentations at senior and technical levels, performed demo installations, organized customer site visits, and supported RFP responses. Engendered customer loyalty and generated repeat business for the distributor. . Led account team in closing a $2M Nationwide Customer Contact Center deal for Venezuela’s Public Telephone Company, CANTV.

Caracas, Venezuela

. Delivered fifteen 1-week courses for engineers, technicians, operations managers, line supervisors and line employees on Nortel Meridian 1 Business Communications Systems and Applications.. Trained Call Center Managers and Supervisors at key named accounts on overall management of their Call Center infrastructure. Assisted managers in identifying improvement opportunities in the Call Center day-to-day operations. Increased customer satisfaction and product penetration, and re-branded distributor’s image to solutions partner. . Managed 5 Contact Center applications installation projects at key named accounts, ensuring 100% customer satisfaction.

Mba, Management Of Technology

Bsee, Bachelor Of Science In Electrical Engineering

Bachiller, Ciencias

Telecommunications & Networking Technologies

• CISCO: CCNP Collaboration . CISCO: CCNA Video . VMWARE: ESXi 4.1 Installation and configuration • SBC: NVPN-IPVPN Solution, Dedicated.