Kim Stein Email & Phone Number

Newton, Massachusetts, Us

Newton, Massachusetts, Us

Boston, Ma, Us

Technical project manager specializing in IT Infrastructure, information security & end user technology initiatives; Large scale database and application migrations & updates, hyper-converged infrastructure installations/upgrades, migrations to cloud platforms, DR/HA, network security implementations, Data Center design & build, network refreshes.

Round Rock, Texas, Us

• Managed the life-cycle of a portfolio of Conferencing and Collaboration technologies comprised of; Web Conferencing (WebEx), Desktop Video Conferencing (Acano, Cisco Jabber), Unified Communications, Video Conferencing & TelePresence, Digital Signage, Skype for Business, Collaboration Space Technologies, and Multicast & Live Event Broadcast services. Kept an up to date online catalog of available products and services with descriptions and How-To documentation for Self-Service. Provided end-user training and new technology “play” sessions. • Promoting the Office of the Future, the driving force behind portfolio changes for IT and Facilities, reacting to the evolution of how the workforce of today works and communicates. • Held regular product consortium's with end users and IT, gathered and shared sentiment with VP’s, IT engineering and architecture teams to shape technology product roadmaps around quantifiable business needs. Ensured active IT projects and Scrum sprints aligned with the Business and Unified Communications strategies, working to ensure the end product met standards for high customer satisfaction. • Worked with vendors to bring in-house, at no charge, new technology offerings for Proof of Concept Use & Design sessions. Allowing for firsthand knowledge of the UX (User Experience) and supportability of a technology before investing. Ensuring new technologies met ABW & UX Missions—always available, accessible from anywhere, from any device, and very easy to use. • Analyzed market trends and customer sentiment data to identify gaps and enhancement opportunities. Win: Influenced BT to provide a self-service password reset feature on their global NGCC platform, saving money in operations costs (Customers no longer needed to log a ticket to have their password reset) as well as enhancing the UX for all BT customers, not just EMC.

Round Rock, Texas, Us

• Managed a global Engineering and Operational Support Team supporting the BT Cloud ACD service “NGCC” (Next Generation Contact Center) and IVR services, the critical, revenue generating EMC Global Customer Service support lines for Customers, and Sales Hotlines. Managed Disaster Recovery & supporting infrastructure; PRI’s, T-1’s, Aspect, Nortel & Cisco VoIP telephony. Experienced and certified with ITIL, and ITSM, and SDLC management methodologies.o Internal user base 6,000, yearly budget $1M.• Leveraged in-depth understanding of the end-to-end customer experience to identify and rectify troublesome platform issues. Improvements include: Proactive end-to-end monitoring, identified & rectified a bug from install—dramatically increasing stability and end user trust in the platform, rectified outstanding billing issues, and improved the structure of and accountability for the account team. • Negotiated additional KPI’s and Assurances during contract renewal negotiations to further protect the best interests of EMC and our customers. Worked with vendors to document additional processes and protections in a Customer Service Plan. Win: Received credits from vendor by identifying & documenting performance issues, creating a credit account to pay for EMC desired services & upgrades. Held quarterly Business Reviews with vendors and stakeholders. • Escalation Manager for all critical issues with the service and supporting infrastructure. Reviewed all Change Management requests and requests (RFP’s) for services & product enhancements. Provided on-site management support for all platform upgrades, and major changes, ensuring customer disruption was minimal.

Round Rock, Texas, Us

• IT infrastructure for large-scale technology and corporate real-estate initiated projects globally. Voice/data and technology implementations, office upgrades, re-locations.•Data Center and LAB design, cabling, equipment layouts, power requirements. Diverse Path assessments, LAN Room layout & design. Risk Assessments, End User surveys and design collaboration for site & technology design. •Principle project lead for installations of new and bleeding edge technologies like EMC’s first foray into Cisco VoIP, TelePresence, Desk sharing technologies, Unified Communications and Digital signage, signal boosting technologies, Data Center and global IT infrastructure upgrades and best in class end user UC technologies and applications. o End User base of 65,000+, Project budgets ranging from $350K-$6M+. •Managed transition of 100+ sites globally from Traditional PBX’s (Nortel, Avaya, Aspect) to VoIP/SIP (Cisco). Coordinated network physical path and circuit upgrades to meet technology specifications. •Defined, tracked, and reported status regarding IT scope & budget. Vendor selection & management, procurement of infrastructure hardware and professional services. Ordered voice/data circuits, gathered site requirements & user database, providing guidance to customers regarding AV/Video/UC environments, coordination and management of all IT resources, cross-functional collaboration. Created a global standard testing matrix for testing of all circuits, systems and end points to ensure operation •Mergers & Acquisitions: Managed the Telecom integration & migration efforts for all IT infrastructure services for acquired companies. Traveled to sites & documented scope and provided budget estimates for integrating IT systems into the corporate networks. Managed the IT project scope and budget through to completion. Always on-time, always within budget. Ran weekly/daily meetings and provided meeting minutes and defined action items to all stakeholders.

• Octel/Avaya certified service engineer for the Serenade voicemail product line. Experienced on-call technician supporting customer base of 900+.• Call Center environment experienced; troubleshooting and resolving hardware/software issues and performing MAC (moves, adds, changes) work. Voice recordings for customer AVR’s. • Dedicated Account Engineer for numerous customers (including EMC) with a large base of various OCTEL systems nationwide. Office relocations, integration with Nortel and Siemens PBX’s. • Certified Trainer teaching first and second level administrative courses, provided on-site end user training, and Orientation counseling and training for newly hired technical staff.