Shawn Lesser Email & Phone Number

Denver, Co, Us

Denver Metropolitan Area

Denver Metropolitan Area

My role was leading technical projects, primarily for Dow Chemical, implementing a global Centralized VOIP solution using Cicso technologies. I managed a cross-functional team including 6 internal groups, the Customer and varying numbers of external vendors and telco carriers, for successful migrations and greenfield implementations. Additionally, I worked on other Customers including City of Irvine and the State of Wisconsin. • Implemented a holistic approach ensuring projects were not in conflict with each other or Day 2 operations. This included the reduction of re-work and Customer dis-satisfiers by developing more timely and complete communications with cross-functional Day 2 support groups.• Improved communications with the Customer, becoming involved earlier in the projects and developing standards for information required to support both Test and Turn-ups and First Day of Business support. This allowed for realistic timelines to be developed and adhered to. This increased trust with the Customer and an improved overall relationship.• Transformed implementation team culture to improve work accuracy and timeliness, reducing cutover times by 50% and eliminating 80% of missed requirements.• Reduced Cutover times by 50% and the contracted First Day of Business support headcount and man hours reduced by 60%.• Provided training across cross-functional teams on creating minimum data sets and communicating with the Customers in a way that was meaningful to them. This reduced the amount of missed detail that would result in ad-hoc work being done after the fact by 80%.• Partnered with Dow to develop First Day of Business processes to standardize trouble reporting resulting in the reduction of headcount required by Dow to support.• Completed Global Headquarters migration of 18k+ users across 135 buildings with minimal impact and in less time than forecasted. The defect level was less than 3%.• Adapted standard process to meet local cultural needs and customs.

Denver Metropolitan Area

My role was leading technical projects implementing a global VOIP solution for Dupont Chemical, using Avaya technologies. I managed internal resources and external vendors across the globe for successful upgrades and greenfield implementations. This included many different telco carriers, for ordering, installation and test and turn-up of DS1s and T3s. In addition to leading a cross-functional team, I completed programming in the Avaya environment building out new sites. • Led a global project to upgrade both Data Centers and Remote locations. The original design came with a cost of 575k in labor. Working with the vendor, changed approaches and while still mitigating risks, was able to reduce the labor and saved $500k in costs.• Partnered with Center of Excellence and AT&T Legal to identify Call Center requirements for sites located in India. Based on requirements, designed 3 major Call Centers (1000+ agents) that were still able to take advantage of a centralized voice design without violating any in-country legal requirements. Managed the implementations of each Call Center and provided necessary documentation for legal review.• Developed and implemented global standards for Customer specific centralized voice solutions.• Completed and presented designs to both internal and external stake holders.• Trained cross-functional support groups in fault isolation/trouble resolutions skills improving mean time to repair by 40%.• Authored standardized implementation processes reducing outage times by 35%.• Assisted Dupont in circuit audits resulting in disconnects of unnecessary services netting annual savings of over 300k.• Completed a comprehensive review of all installed assets, removing hundreds of incorrect/unused entries that helped the Day 2 Support Team improve on their mean time to repair.

Denver Metropolitan Area

My role was consulting with the AT&T Life Cycle Management Team, Sun Management and Business Units to drive AT&T project engagements; determine suitable IPT solutions and technologies, complete or assist with the design of the solution, manage and/or implement the solution and associated go-live activities. Provide expert guidance to the AT&T Operations Team with troubleshooting complex tier 3 faults on Avaya CM, associated Media Gateways and legacy G3R/G3si/G3csi systems.Project Lead • Provide support for Global Architecture in both design and operational feasibility of standards and their implementation• As the SPOC, act in an advisory/support role to both the Sun Operations Management, and the AT&T LCM teams. This included review of potential projects for feasibility; escalations for voice outages or for at-risk projects.• Provide both Greenfield and upgrade designs using Avaya Design to Win philosophies and the ASD tool.• Provide coaching/training for both peer Voice Engineers and for our partner service, Black Box, technicians• Authored and implemented Least Cost Routing standards across the Americas using multiple internal/external carriers• Provided support on the upgrade of legacy Multi-vantage Avaya Definity G3r and G3Si installations to Communication Manager enabled S8xxx media servers and replacement of MCC for IP Connect G650 Media Gateways.• Delivered Global Integration of Cisco AVVID H.323 Gateways and Gatekeeper cluster for Toll By-pass, E1 interface to Definity utilizing AAR and ARS table routing, produced $1.5 M in call savings.• Delivered Contact Center (Call Center Elite) Vector scripting including new features such as VDN and Vector Variables, Percentage based vector and look ahead interflow routing, EAS and Split designs.

• Responsible for the total ACD administration of the Rocky Mountain Region, this included call flow design, testing, implementation and statistical review of changes• Provided on call support for critical business needs 7x24.• Managed multiple vendors for hardware support of move, add and change activity• Managed and implemented the installation of Expert Agent Selection functionality on a PBX that supports 1,000+ stations• Reviewed and corrected 23 PBXs and voice mail systems for preparation of 10-digit dialing requirements.• Designed and implemented call flow design for multiple specialty groups not co-located with the Call Center. These designs included extensive meetings and side-by-side work with the customers, installation, on-site support and complete documentation• Trained MIS Analyst Staff to best utilize CMS reports; coached supervisors on how to train staff on real time adherence and talk time reduction.