Managing a major project including a team of software developers to create an asset management program for a National video rental retailer. Responsibilities included gathering customer requirements, developing project charter and scope documentation, managing change control and facilitating timely issue resolution. Facilitated internal weekly status meetings • Managed scope, schedule and resources to ensure quality, budget and schedule objectives were met and/or exceeded • Ongoing project cost analysis • Client billing and regular facilitated customer faced meetings to ensure ongoing client satisfaction and scope control

Highly schedule driven project with the objective met successfully to deploy Verint Enterprise screen and voice capture solution to 16 nationwide call centers within a 6 week timeframe. Responsible for:• Conducting all site surveys to ensure infrastructure requirements were met including floor space, power, HVAC, hardware, software, networking, racks, cabinets and telecom • Created SOWs for all outside services • Coordinating multiple schedules with internal teams, external vendors, professional services and equipment deliveries (including international), maintenance windows and change control board meetings • Created and managed short interval schedules during maintenance windows via conference bridge at ½ hour intervals • Managed large cross functional project team in addition to remote IT resources for the purposes of this project • Purchased equipment for all locations based on requirements determined by site surveys • Maintained purchasing and receiving logs in order to update budgeting and project cost analysis documents on a timely basis • Facilitated regular project status meeting along with tactical meetings to address unforeseen technical; issues

Mission Control is a centralized shared resource that provides impartial real time and historical call center performance monitoring and reporting at four levels: agent, team, queue and the overall call center. The group acts as a centralized liaison with internal Microsoft groups and outsourced call centers globally (Facilities, Information Technology Group, Life Safety, PSS Site Management) to implement and manage contingency planning processes during occurrences that impact call center service levels and service delivery operations. Mission Control assists in monitors tools and infrastructure monitoring and service level management with internal Microsoft groups. Utilize Click to Coach to ensure agents proper use of all tools and resources including Siebel, Clarify and Centergy. Primary functions include: • Business continuity planning & disaster recovery • Real time global call center performance monitoring and reporting • Daily KPI reporting • Periodic process & agent variation reporting • Data integrity, process and tools checks • Short and long term strategic planning • Real time resource management

Responsible for managing successful IT deployments on a national scale in an environment comprised of 31,000+ end users and multiple data centers. Enhanced asset management capabilities and enabled remote desktop support through managing successful integration of Tivoli, Argis, Oracle Financials and Peoplesoft. In addition to the Infrastructure projects delivered, led team efforts in the development of team charter and process flow documentation. Developed our customer interview process, as well as tabulating and documenting the results of all interviews conducted. • Provide leadership and continual direction to cross-functional teams to ensure successful implementation and integration of one or more projects of moderate to high complexity. • Provide feedback to customers and senior management on project status and deliverables. • Establish deliverables required and delegate responsibilities to appropriate team members. • Proactively anticipate problems and complications, and formulate solutions to mitigate project impacts. • Work with other organizations to produce integrated solutions. Prioritize conflicting priorities and adjusts resources across project teams. • Managed RFI and RFP processes on multiple projects through vendor selection. Maintained post-project Vendor Relationship Management• Migrated Shiva and ISDN remote access users to AGNS/VPN solution realizing annual savings of $2,856,000.00.Major projects at AT&T Wireless included but not limited to: • LAN/WAN • MAC – moves, adds, changes• CTI integration • S/W and H/W upgrades and migrations• Data Center migrations • Terminal Server Farm builds • Software implementation • Software development • System integration • Y2K remediation

Premier DSL provider in NYC. Recruited, trained and managed a team of high performing tech support analysts. NYC was the pilot city for a product rollout that was to take place in 26 cities nationwide.Selected and managed ACD system and incident tracking applications.

Start-up software development company for an integrated software package, managed product registration and technical support staff. Handled escalations, managed metrics, coached, motivated, trained and managed high performing team.