Savings of America
Responsible for the design, selection and
implementation of multiple Aspect ACDs, for the creation of the Tele-Banking
function. Introduced Periphonics VRUs 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.
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