Shawn Porter Email and Phone Number

Global Telecom Project ManagerHired to work as a project manager and technical consultant to assist with the deisgn, and implementation of a global cloud based Contact Center platform. This project rolled out the inContact platform.• Gather, manage and verify site/user requirements in 19 countries.• Limited platform administration of the inContact system.• Hold regular status meetings with both business, and technical teams.• A primary point of contact with vendor.• Generate/update standard project documentation.

Global Telephony Project ManagerHired to design the deployment strategy for a global rollout of a Cisco cloud based telephony solution for 27 countries.• Maintained MS Project Plan• Evaluate call set up for impacted market, to determine a migration plan with minimal impact.• Develop overall deployment design and associated logistics

As a voice Technical Solution Architect I handled voice project’s from AT&T’s out sourced customers, including New site installs, site closures, upgrades, and other day to day projects. I was the focal architect for a complex account for 3 years. Specialties Include:• Requirements Gathering/Verification• Project Management• Solution Development• Financial and Technical Proposal generation• Contact Center Architecture• Voice Over Internet Protocol (VoIP)(Cisco, Avaya)• Process Management• MS Office

As a TSA I supported IBM’s outsourcing business. Developing custom voice related solutions for customers looking to outsource. At times would travel around the country on short notice, often meeting with C-Level executives to help win business. During this time, I obtained “top secret” security clearance to work a federal project.Specialties Include:• Requirements Gathering/Verification• Solution Development• Project Management• Vendor Management• Financial and Technical Proposal generation• Contact Center Architecture• Voice Over Internet Protocol (VoIP)(Cisco, Avaya)• Legacy Telephony (many platforms)• Process Management• MS Office & Lotus Suite As a Voice Support Specialist I was the focal for an IBM outsourced customer. Handling voice service orders, Billing, Contact Center management, and new site installs. The customer had 500+ locations nationwide. Obtained Avaya Automated Routing Table Certification in August 2000.

While serving as assistant voice admin, I helped administer a 750 seat call center. Obtained Lucent Definity Administration Certification in March of 1999. Passed internal leadership course administered by the University of Tampa.Specialties Include:• Requirements Gathering/Verification• Lucent (Avaya) Administration• Aspect Call Center• Call Center Design and Programming • Custom GreetingsAs a Technical Team Lead I provided technical guidance and quality management for a team of 15-20 Call Center agents.