Tom Welgosh Email & Phone Number

Detroit, Michigan, United States

The Integration Technical Lead (ITL) at Blue Cross Blue Shield of Michigan serves as the single point of contact for projects requiring any form of infrastructure services from various teams within the organization. The ITL reviews and analyzes business requirements, conceptual infrastructure designs, and the estimates of services required. The ITL works with the IT managers and the project Delivery Leads to arrange for the appropriate resources to meet the delivery timelines established by the projects. Throughout the duration of the project, the ITL will monitor and report on the progress of any infrastructure related deliverables including adherence to the hours/cost estimates for each resource, delivery of infrastructure services noted in the Business Requirements Document, development of test strategies, as well as serving as an approver for any production implementations.

Providing project management services for new software installations and upgrades of the Aspect suite of call center products in both premise and hosted environments. These include Unified IP (Automated Call Distributor and multi channel contacts), List Management (automated outbound dialing), Quality Management (monitoring, recording and playback), and Workforce Management (staff utilization, productivity, and performance) software. Each project requires the development and adherence to timelines, identification of milestones, resource management across multiple teams, problem solving, extensive customer interface, budgetary compliance, and the monitoring of deliverables noted within the contractual Statements of Work. Project monitoring and control is accomplished with Microsoft Project and all information is maintained in Microsoft SharePoint, a collaborative tool that integrates with other Microsoft Office applications such as Word, Excel, and PowerPoint.

Detroit, Mi

Served as the delivery lead / project manager for the entire project lifecycle of the Next Generation Call Center effort. The project was a three year, multi-million dollar endeavor to replace the existing call center network infrastructure, software, and support structure at BSBSM and would include more than 20 business units and over 2000 agents. The end result was a state of the art, multichannel contact center with significantly improved customer and agent experiences. Strict adherence to the overall project budget and timelines as well as accurate forecasting was required to minimize the impact to the strategic plans of the business. Regular executive presentations were given to continuously update leadership on project status.

Pontiac, Mi

Coordination of technical resources to build, schedule, and maintain an enterprise level testing facility, support of multiple environments to ensure application integration testing is successfully planned and performed, technical whitepaper research and development, financial responsibility for lab hardware/software, and single point of contact for both external clients and internal technical development groups for lab related activities such as product testing, integration testing, upgrades, and documentation revision. Configured and supported Avaya VoIP endpoints, including their connections and configuration within DHCP for IP addressing and TFTP/HTTP for firmware downloads. Extensive deployment of virtual servers to solve the issues of cost reduction as well as rapid deployment of servers for testing. Embracing virtual server technology significantly reduced our lab costs and makes up a more flexible organization.Call Center outage resolution and root cause analysis, calculation of Key Performance Indicators, continuous improvement of Business Continuity plans, development and implementation of the BPO Availability Management Plan for driving improvement and process maturity into the organization, managed vendor adherence to contractual agreements. The position enables the BPO organization to better respond to customer issues and alleviate problem recurrance which saves resources, time, and ultimately money

Development of technical strategy, creation and review of architecture and design documentation to conform with the Quality Management System (QMS), technical project oversight, team development, and extensive vendor interaction regarding the architecture, design, configuration, and pricing of products.

Troy, Michigan

Identification, analysis, and recommendation of hardware and software tools required to enhance EDS' recognition as a world-class provider of customer assistance centers. Provided technical leadership, extensive vendor contact, proposal review and development, executive presentations, strategic planning and direction, and the development of white papers and position statements affecting EDS contact centers globally. The resulting consistency in design and deployment helped EDS remain a world class leader in contact centers.

Southfield, Michigan

Coordination and support of General Motors web-related infrastructure projects. Reviewed and provided requirements documentation, solution feasibility and recommendations for improvement. Primary interface to the Web Hosting consulting group, vendor contact and quotes, extensive customer interaction and relationship management, pricing assistance / contract development and single point of contact for problem management and resolution

Southfield, Michigan / Lansing Michigan

Installation, configuration, and support of technology supporting the Request Management call centers. Additional responsibilities included salary and P&L responsibility, team building, the research, documentation, and implementation of organization wide network standards and strategies regarding operating systems, communications protocols, contingency management / disaster recovery, and services such as Dynamic Host Configuration Protocol, Domain Name Service, and Remote Access Services.

Livonia, Michigan

Installation, support, and maintenance of LAN / WAN network connectivity in a mixed environment of Windows NT, Netware 4.1, and LAN Manager networks. Duties include the documentation and support of the plant's infrastructure, including hubs, routers, Ethernet switches, terminal servers, twisted pair station wiring, network operating system installations and upgrades, PC and server troubleshooting, hardware / software / end user support for Windows 3.1,Windows 95 and Windows NT. Performed evaluation and integration of new technologies and products

Livonia, Michigan

Managed the design, proposal, and implementation of a plant-wide Local Area Network at GM's Livonia Powertrain facility, including proposal pricing, hardware / software procurement, wiring installation, system implementation and documentation, user training, network administration.