Management Consulting, Business Analysis and Program Management of information technology clients including ADP, Apple, American Water, Capital Group, Corteva, Dow/DuPont, Google, Imperial Irrigation District, Kaiser Permanente, See’s Candies, Stanford University, and Veritas.* Managed global analytics initiatives to improve end-to-end customer experience across multiple cloud and on premises channels.* Ported hundreds of IP Toll Free numbers to a new cloud service and developed a business continuity plan.* Conducted current network and telephony assessment and presented recommendations for an enterprise SD-WAN with UCaaS/CCaaS, ChatBots, Video/Audio, LAN Upgrades, and Microsoft 365/Teams.* Project Managed global migration from an older Cisco solution to new Avaya UCaaS/CCaaS solution at 40 sites and 7 Contact Centers.* Trained and Project Managed several WFM clients for new WFM implementations and migration to a WFM cloud solution (in Genesys CX, NiceCX, Five9, and Aspect Contact Centers).

Project Managed WFM upgrades for Kaiser Permanente including upgrades for Genesys Engage VOIP Contact Center with CTI and Aspect WFM

Primary interface to Veritas Technologies business units and provided engineering support, documentation, and WFM Training for Contact Center upgrade including Genesys Voice Portal, Genesys CX Routing and Aspect WFM.

• Developed, delivered and presented Strategic Telecommunication Transformation Roadmap for client transition to IP Telephony.

• Designed, performed and led ITIL-based project related activities including infrastructure management, datacenter deployment, Business Process Management and customer success projects.

• Business Requirements Analysis and Development of Customer Contact Technology Roadmap.

• Transformed a dual-shore development group into a support and change management group for America, and expansion to Europe and Asia/Pacific Contact Centers.

• Planned, established and managed a professional services organization to provide user portal and provisioning of hosted IP Telephony solutions to global telecommunications and service providers.