Joe Reale Email & Phone Number

Maintain design, implementation and 24x7 operational support for telephony-related enterprise solutions. Gather business requirements as part of design, build, testing and user acceptance of applications, including deployment and support. ►Designed and engineered upgrade to session Initiation Protocol (SIP) and 7.0 platform for Avaya PBX. Secured stakeholder approval for upcoming changes. ►Converted 3 agencies to Genesys interactive voice response (IVR) system to allow for single platform with redundant servers for data backup in event of emergency and enabled agencies to meet disaster recovery requirements.►Implemented call back assistance for Department of Revenue, which reduced call volumes and hold times for citizens addressing tax issues. Effort to install system at DMV is currently underway.

Managed ongoing design and implementation of telephony-related solutions in support of 3,500-employee healthcare organization committed to improving North Carolina’s healthcare system. ►Managed BCBSNC video conference project, which included installation of video and audio bridge scheduling tools, presentations and video via IP to desktop and home users with Avaya Softphone.►Project managed upgrade from digital phones to IP-phones and installed IP-trunks between call centers for all 4 BCBSNC locations, which eliminated 8 T1 circuits by putting voice traffic on data network.►Managed conversion of Avaya call management software, CMS to 5-digit dial plan. Converted agent Id’s; agent groups; time tables; and daily, weekly and monthly data to 5-digits and supported conversion to 5-digit dial plan for PBX’s, S8700s.

Launched telecommunications consultancy to provide voice and data needs for small businesses. Conducted custom programming for non-standard generated reports. Setup VoIP solutions for customers.

Managed ongoing operations of all voice and data functions for one of the largest private mortgage insurance companies in the nation. Selected, installed, configured and maintained hardware and software. ►Upgraded equipment to cell phones to save $34K annually and installed internal conference bridge saving $14K per month.►Designed call centers with skilled based routing, Vectors, VDNs, ACDs, AAR/ARS tables and CMS call management software.

Assumed increasing levels of authority via promotion. Managed all network services. Implemented new 150-seat call center, which included leading bidding, design and costs associated with project. Planned and oversaw computer room expansion project.

Promoted from Cost Accountant (1991-1992)Assumed control of warehouse to address shipping issues. Automated shipping and inventory function to improve shipping from 56 trucks / day to 175 trucks / day with no increase in headcount. Negotiated $10M annual freight contract.