Thea Winn Email & Phone Number

Hunt Valley, Maryland, United States

Deliver Unified Communications and Contact Center projects as a customer-facing Project Manager.

Lutherville-Timonium, Md

Led cross-functional teams to complete evaluation and onboarding of IT hardware, software and services for customers in the transportation industry.

Baltimore, Maryland Area

Led a team of six project managers (PMs) who managed site builds and AC/DC power distribution and failover/backup infrastructure construction and upgrades. PMs manage dozens of local contractors across hundreds of locations nationwide.

Baltimore, Maryland Area

Founded Winn-Winn, Inc. to rehab homes in the Baltimore, Maryland area. Completed multiple renovations, one of which sold prior to completion and for the highest price ever recorded for a similar unit in that neighborhood.

Owings Mills, Md

• Sole liaison from business units to team of 30+ engineers, application developers and operations staff. Drove improvement of customer satisfaction ratings from good to excellent. • Developed and managed SLA requirements for managed services as a provider and as the customer. Built deep, trusting relationships with customers, internal stakeholders, contact center partners, and vendors.• Managed highly complex global projects involving internal resources, external vendors, carriers, external contact center partners, and construction companies. • Saved the company more than $10M over 10 years across multiple, worldwide carrier services and voice network vendor selections, contracts, and renegotiations.• Developed RFPs, assessed responses, and negotiated contracts for VISA offices and contact centers worldwide. • Directly supported voice technologies, contact center tools, applications, systems and upgrades for environment of 500+ US and 1000+ international agents with 8200+ TDM and SIP trunks; migrated some agents to Genesys SIP end points.• Subject matter expert on selection and design of highly available and resilient voice networks and systems. Migrated TDM networks to SIP incorporating AudioCodes gateways and establishing SNMP alerting. SME for 1200+ worldwide inbound toll-free services and for cloud routing utilizing AT&T RouteIt.• Managed infrastructure, system design and implementation of new offices, office relocations, and renovations. Sites in the US, Singapore, Philippines, UK, Australia, and China. Responsible for seven-figure capital and operating budgets.

Owings Mills, Md

• Developed IT strategy and the technology selection for domestic business units and contact centers world-wide, including hardware, software, applications and infrastructure supporting all VISA cardholders, merchants, and card issuers.• Evaluated and gave technical approval of potential contact center partners based on their technologies, infrastructures and track record of support. Managed technical and business aspects of multi-vendor domestic and international technology and contact center service outsourcing relationships and SLAs. • Led 24/7/365 global help desk supporting the entire company. The team consistently met service levels for average speed of answer, abandonment rate and first call resolution.• Contracted and managed a staff of 5 external consultants assisting with designing and implementing various technology solutions.

Owings Mills, Md

• Managed global telecommunications network of multi-language contact centers supporting all VISA cardholders, merchants, and card issuers.• Led 24/7/365 help desk supporting the entire Company. Expanded reach to include tier 2 support for many of VISA’s business applications. Led team consisting of a manager and 19 contact center agents.• SME for 1200+ toll free domestic and international numbers (ordering, provisioning, testing and tier 3 issue escalation). Multiple direct reports.

Long Grove, Illinois

• Managed team of 9 analysts supporting more than 150 branch locations and corporate HQ. • Generated RFPs, reviewed, and subsequently led migration to a competitive carrier. Led team through detailed projects to order, install and migrate to new carrier circuits and services at 150+ offices and headquarters, saving the company more than $1M annually while maintaining levels of service.• Researched, designed, and presented technical solutions to executive management and customers. One example: Computer Telephony Integration between Siebel CRM software and Nortel PBX using WebSphere middleware. • Analyzed customer requirements, designed, and implemented an IVR-based solution for the corporate-wide billing inquiry program. • Managed construction and implementation of data centers, switch rooms, new offices, and voice and data cabling in risers and to desk-tops.• Ensured diverse carrier entrances to buildings, and for larger offices ensured completely diverse routes to redundant central offices. Worked with carriers to ensure SONET design supported 100% up-time.

Certificate, Administrative Techniques And Computer Studies

Bachelor Of Science - Bs, Management Systems Management