Ralph Balisalisa, Ms Email & Phone Number

North Wales, Pa, Us

Telford, Pa, United States

Develop technology roadmaps and oversee long term strategy for IT infrastructure within budget. Manage, design, maintain and upgrade all aspects of the virtual and networking environment, server platform systems, desktop/laptop, printer and copier infrastructure. Responsible for the deployment of hundreds of Apple iPhones, iPads, and mobile hotspots to key personnel, and remotely administer them through IBM’s MaaS360 mobile device management. Proactively evaluate and implement cybersecurity measures, creating and overseeing training programs related to cybersecurity awareness and protocols. Experienced in vendor management and negotiating contracts, focusing on cost efficiency and maximum value. Lead and drive specialized IT projects to completion, while collaborating effectively with various stakeholders across the organization. Ensure robust disaster recovery business continuity plans are in place and regularly tested.  Part of the Executive team that hold meetings weekly to discuss departmental needs, concerns and events Led the charge of implementing Multi Factor Authentication (MFA) within the company, securing both Microsoft account services as well as employee information portal access through Okta SSO, as well as other company applications Created procedures for a new hire IT checklist, to streamline equipment and network access, depending on job position Implemented carrier agnostic antenna systems throughout headquarters to vastly improve signal strength and reliability

Abington, Pa

Strategic leader of telephony and audio/visual solutions for a major hospital system. Support over 5,700 employees and 10,000 endpoints in a Cisco Unified Communications Manager 10.5, Nortel Option 11/81, and Avaya G3siV11 environments, across two hospitals, five health centers and over forty physician practices. Provide call center and ACD expertise for central scheduling and registration agents utilizing Cisco Unified Contact Center Express. Responsible for mobile telephony, maintaining over 1,200 devices consisting of iPhones, iPads, hotspots and modems. Oversee the video media services group which handles audio and video conferencing through Polycom Soundstation phones and Cisco TelePresence codecs. Manage the nurse call system and its vendors to ensure timely communication between patient and staff to drive patient safety and satisfaction. Acting Incident Response Leader of Communications for disaster planning and emergency response. Leading a project that has implemented a cloud based VoIP PBX for over twenty practices in the physician network to replace antiquated TDM telephone systems. Configured provisions such as call routing, auto attendant and call center/ACD services to suit the special needs of each practice.  Coordinated the telephony needs and migrated 110 Aria Health users from Center City to Abington over one weekend. Developed project plans for the impending move of over 200 Rosenfeld Cancer Center staff to the new Asplundh Pavilion. Providing expertise and guidance for large scale building moves, coordinating carrier connectivity, and technology planning for a Q2 2018 opening.

Horsham, Pa

Led a team of highly skilled Telecom System Engineers responsible for designing, building and maintaining the telecommunications infrastructure for the ongoing day-to-day operations of a customer contact center, consisting of over 1800 employees. Develop and direct all telephony and unified communications (UC) projects and ensure alignment with IT vision and strategy. Managed telecom vendors, carriers and service providers to meet or exceed service level agreements, price and costs, response time, metrics tracking, reporting and other contractual requirements. Coordinated the installation and service of all telecom equipment as well as voice and data circuits throughout the organization. Assisted in developing the telecom services strategy and partner with the Network Infrastructure team to anticipate and respond to business needs. Supported the company’s voice infrastructure through traditional TDM and robust SIP for both call center and admin phone systems. Supported unified communications strategy by replaced five separate Aspect CallCenter ACDs with two centralized Aspect Unified IP 7.2 systems for next generation customer contact initiatives through multichannels such as voice, email, chat, social, SMS, etc. Acting as project owner, collaborated with technical teams and operations to migrate over eighty client programs onto the new platform. Planned the technology shift from local T1 PRI to SIP to greatly reduce telecom expenses by at least 30%. Championed the project installation of Microsoft Lync 2010 for enterprise voice (VoIP), IM, presence, audio and video conferencing through SIP and PSTN, as a replacement of aging Nortel Option 11C PBXs enterprise wide. Implementation saved over $400K when compared to other considered VoIP PBX solutions.

Chalfont, Pa

Managed the daily technical operations of IT infrastructure, voice and data systems, upgrades, and maintenance of a major call center with over five hundred users. Led a staff of system engineers that provided exceptional IT support in an Active Directory and Windows XP environment. Acted as Incident Management Commander for disaster recovery and business continuity. Managed all call center related telecommunications, including call routing, IVR and administration.  Led local IT project team for all technical requirements for office move to new location and decommissioning of old site. Handled vendor coordination, server hardware installation and voice/data connectivity, and equipment moves. Move completed in three days with 100% operational status and within the defined budget and timeframe. Managed a project that utilized a centralized support group within headquarters to handle common issues and system outages so that focus can be put on value-added projects and process improvements by local IT team members. Implemented a plan that effectively reduced the cost of leased copiers by renegotiating the contract from pre-paid to per image, with realized cost savings of over $1.8M per year.

Horsham, Pa

Maintained all IT infrastructure and systems within the company including Dell/HP servers, Nortel/Cisco routers and switches, Dell desktops and laptops, HP printers and Xerox copiers. Utilized problem solving skills to lead all analysts in customer satisfaction survey scores within SLA. Administered Active Directory systems for user management and security access. Responsible for ensuring data backup and recovery with offsite storage vendor. Working knowledge of Nortel PBX, Aspect ACD telephony systems and Avaya dialer. Acted as technical project lead of a software migration that had realized a $700K savings over a two year period.  Achieved 5.94 out of 6 possible rating on customer satisfaction index scores while resolving 95% of issues within 24 hours. Coordinated responses for to up to 5,000 trouble tickets annually with corporate network, software, and communication support units to resolve problems.

Maintained all IT equipment within the company including servers, routers, switches, desktops, laptops and printers. Administered various systems for user management and security access. Responsible for ensuring data backup and recovery.

Responsible for performance metrics and budget forecasting for the manufacturing divisions. Worked closely with the operations management team to track and update metrics, and disseminate reports for manufacturing planning. Maintained proprietary planning tools and updated related documentation. Completed expense analysis and interpreted results for manufacturing departments. Responsible for the preparation and coordination of monthly product reviews.

Master, Management Information Systems

Graduated with 4.0 GPA

Bachelor, Finance And Management Information Systems

Activities and Societies: Beta Alpha Psi: honorary organization for accounting, finance and information systems students and professionals.