Sam Brown Email & Phone Number

Denver, Co

Manage Webex Calling and Contact Center customer cloud deployments.

Denver, Co

Product Manager for Contact Center Enterprise offer (based on Cisco UCCE) with direct responsibility for internally developed applications Portal, Callbacks and List Manager and partner management of numerous contact center applications.• Leverage agile development processes with off shore dev team building TTEC apps• Provide and manage product roadmap for TTEC apps and partner app integrations• Gather requirements from business and technical stakeholders and create user stories• Support sales with partner and internal product features and pricing• Cisco “red badge” employee supporting Webex Contact Center Enterprise offer including Portal, Callbacks and List Manager TTEC applications

Denver, Co

Managed successful and in-budget implementation of 27 call centers and 4 data centers for delivery of voice and data applications supporting the 2010 US Census. • Project lead for deployment and design of Census security compliant contact centers • Project lead / liaison for overall Census 2010 technical solution inclusive of voice, data, and contact centers• Contributor to establishing TeleTech cloud business with Cisco partner acquisition (eLoyalty)• Contributor to establishing product management team for Cisco UCCE cloud offering• Manage Avaya cloud voice on-site customer deployments and customer launch requirements

Denver, Co

Conduct requirements gathering, analysis and internal customer communication for the Service Assurance development team responsible for the transport activation application.• Updated application training material resulting in reduced support ticket volume• Discovered application users and established regular application usability meetings• Created application performance reports to define and track ‘high-bar’ issues• Created various system architecture artifacts adhering to Level3 RUP standards

Denver, Co

Provide technical recommendations for startup customer service outsourcer focused on at-home customer representatives.• Created automated client installation process to improve agent ‘time-to-launch’• Documented production ‘as-built’ network and Altitude soft-switch environment• Supported corporate WLAN / LAN and productivity applications

Denver, Co

Managed 25 global team members supporting international voice and data network consisting of Cisco and Avaya equipment delivering 23 million Voice over IP minutes weekly as well as supporting traditional PBX / ACD services for second largest customer management company. Provided problem management and escalation for all network and voice related problems.• Developed global processes integrating autonomous support regions• Transformed network / voice support operations from a 24x5 to 24x7 support organization through addition of off-shore employees• Ensured adherence / approval to change management processes as change team member• Supported NMS tools development and strategy / process integration

Denver, Co

• Qwest - Reduced high abnormal disconnect rate for America Online through configuration standardization and made recommendations for improving customer ticket handling procedures to reduce customer MTTR• Safeway - Designed and implemented IP Telephony management system using clients’ existing HP NNM and Veritas NerveCenter installation. Implemented enhancement providing egress circuit connectivity monitoring, back-up dial link availability, Cisco Call Manager availability and voice performance measurement across the network.• Qwest - Provided Tier II/III support for IP Operations NOC resolving Dedicated Internet Access and VPN customer’s routing and connectivity issues. Managed service restoration of customers following the New York 9/11 tragedy. Hand’s-on with Cisco 10000/12000/7500 edge routers and Nortel Shasta 5000 VPN routers. • Qwest - Provided analysis of Operations business units organization, process, and technology and provided a current state, target state, and gap analysis recommending improvements to reduce MTTR for each unit to insure achievement of service level agreements.• Cisco Asia PAC - Provided project management tracking consultant billable hours, providing weekly budget reports, and consolidating interviewer notes resulting in a current state, target state, and gap analysis of Cisco partners in the Asia-PAC region allowing for improved Cisco partner capabilities.• Qwest - Reviewed IP Network Operations Center tools and processes and provided recommendations for “best-in-class” network management products and processes based on the FCAPS model. Project focus was on consolidating various lines of businesses into a single support structure.• Internal - Created training plans for the Operations Management practice and assisted the local office preparing Statements of Work based on sales calls and fact-finding interviews. Assist Business Development Managers with marketing collateral for sales calls.

San Antonio, Tx

Led a five member team managing an 80 site LAN/WAN comprised of 2500+ nodes, 120+ Netware 4.X servers, 65+ Citrix WinFrame servers, and 10+ NT 4.0 application servers. Installed, supported, and configured Cisco routers/switches and network hubs in a token-ring/ethernet environment consisting of fractured T1 and frame-relay WAN connections linking branch locations using EIGRP routing. Provided Tier III support to Help Desk and Desktop support teams.

San Antonio, Tx

Installed and administered Netware 3.X network bridged to remote IBM/AS400 hosts. Supported Kronos time tracking system, a barcode based admissions tracking system, and an InfoGenesis IBM POS system. Selected, purchased, installed and maintained servers, personal computers, software and related equipment. Submitted annual capital and operating budgets for LAN system software and hardware. Provided application support for all corporate employees.

Nashville, Tn

Provided hardware installation/maintenance and software support for all corporate employees. Assisted in installation of Opryland USA's first PC based network using Netware 3.11.