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.

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.

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.

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.

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.

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 /.

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.

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.

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.