Kim Stein's Location
Greater Boston, United States, United States
Kim Stein's Contact Details
Kim Stein work email
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About Kim Stein
Customer-focused and results-oriented IT professional with a proven track record of successfully managing projects, people, and products in a fast-paced, global business environment. Driven and personable, able to deliver high quality results and innovative technologies on-time and within budget, with a laser focus on the end user experience.Experienced with vendor, operations, and project management. Passionate about technology, enhancing the end user experience, and ensuring customer satisfaction. My goal is to bring my blend of technical knowledge, superior management skills, and strong partnership-building abilities to positively impact the success of an organization and their customers.
Kim Stein Work Experience Details
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Telecommunications ManagerBright Horizons Nov 2023 - PresentNewton, Massachusetts, Us -
Senior It Project ManagerBright Horizons Apr 2022 - Nov 2023Newton, Massachusetts, Us
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Senior It Project ManagerAmerican Tower Jan 2017 - Apr 2022Boston, Ma, UsTechnical 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. -
Unified Communications Product ManagerEmc Corporation Mar 2014 - Jun 2015Round 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. -
Manager, Global Telecom Operations: Global Call Center ServicesEmc Corporation Nov 2011 - Mar 2014Round 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.
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Principal Technical Project ManagerEmc Corporation Oct 1998 - Dec 2011Round 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.
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Octel/Avaya Service EngineerDictronics Jun 1993 - Oct 1998• 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.
Kim Stein Skills
Vendor Management
Cloud Computing
Data Center
Telecommunications
Integration
Disaster Recovery
Cisco Technologies
Management
Process Improvement
Project Management
Call Centers
Virtualization
Itil
Troubleshooting
Product Management
It Strategy
Switches
Voip
Databases
Tcp/ip
Infrastructure
Consulting
Avaya
Video Conferencing
Cisco Telepresence
Collaboration Solutions
Contract Negotiation
Requirements Management
Requirements Analysis
Requirements Gathering
Business Analysis
Team Building
Cross Functional Team Leadership
Virtual Teams
It Management
It Service Management
Voice Over Ip
Cisco Systems Products
Business Process Improvement
Prince2
Information Technology
Unified Communications
Testing
Written Communication
Networking
Telepresence
Webex
Web Conferencing
Kim Stein Education Details
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Dean CollegeLiberal Arts And Sciences/Liberal Studies
Frequently Asked Questions about Kim Stein
What company does Kim Stein work for?
Kim Stein works for Bright Horizons
What is Kim Stein's role at the current company?
Kim Stein's current role is Senior IT Professional & Strategist.
What is Kim Stein's email address?
Kim Stein's email address is la****@****emc.com
What is Kim Stein's direct phone number?
Kim Stein's direct phone number is (617) 375*****
What schools did Kim Stein attend?
Kim Stein attended Dean College.
What skills is Kim Stein known for?
Kim Stein has skills like Vendor Management, Cloud Computing, Data Center, Telecommunications, Integration, Disaster Recovery, Cisco Technologies, Management, Process Improvement, Project Management, Call Centers, Virtualization.
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