Responsible for the design, selection and implementation of multiple Aspect ACD’s, for the creation of the Tele-Banking function. Introduced Periphonic’s VRU’s to the department in order to improve call handling capabilities. Designed the call flow and worked with department managers in the Loan Servicing operation to install a Northern Telecom Meridian Max ACD and to re-engineer the functional responsibilities of various work groups to better facilitate customer service. Designed, selected and implemented 100 PBX systems nationwide. Analyzed the needs of the user departments to select the best alternative. Used both AT&T and MCI 800 network services and features. Evaluated Computer Telephony Integration solutions. While managing PC/LAN Services, was responsible for the delivery of client-server systems throughout the company. As Computer Operations Manager, was responsible for ES9000 operations including operators, tape library, distribution and network control/management.

Cox Communications (Sprint PCS)

Engaged as a consultant to assist the Vice President of Customer Care with the creation of a service center to assist customers with all issues related to Personal Communications Services (PCS). PCS is a wireless telephone technology which is digital and operates similarly to existing cellular services. The geographical coverage area was to initially include San Diego and then expand into Orange County and then greater Los Angeles. We evaluated a client-server based Customer Service System from Cincinnati Bell Information Systems(CBIS) called Precedent 2000. This system provided all customer contact management services including credit verification, auto-activation of new service, all billing records and account status information and much more. Assisted with the ACD, IVR and PBX evaluations and selections. Worked with their Fulfillment vendor to develop call handling processes during peak periods.

Universal Studios Inc. 

Engaged as a consultant working in the Telecommunications Network Planning department. Worked on various Telecommunications and Network related projects including the design and implementation of a Lucent ACD for the Help Desk which included the use of a LAN attached server to provide ACD (Lucent CMS) statistics via the backbone network. Connected several remote offices to the corporate backbone network via Frame Relay circuits and Cisco routers to provide access to E-mail, AS400 and Mainframe applications. Managed a project for the Home Video department to install desktop video and to tie their RS6000 server to that of their Fulfillment vendor in Dallas Texas.

Sanwa Bank of California 

Managed the rollout of a new enterprise wide Frame Relay network integrating voice, data and video via Cisco 3810 concentrators. Managed the information systems portion of re-stacking approximately 300 users throughout the Monterey Park Service Center. Included coordination and planning for new Meridian Option 11 PBX, Compaq Proliant 1500 server, T-1, DID, and other network related services. Planned and implemented the rollout of a Video Conferencing network throughout California utilizing ISDN and dedicated 384kb circuits for access. Selected and trained all video administrators.

Kmart Corporation

Developed, staffed,organized and managed a central site staff to manage network infrastructure rollouts to Kmart stores nationwide. The mission included converting all in-store devices including desktop systems from the existing hub-based 10 base T network to a switched 100 base T network. Responsible for the succesful conversion and assuring 100% up-time for all converted stores. Managed resolution of on-going conversion issues. Developed processes to insure clear documentation trails.