Telecommunications Analyst & Consultant
Industry Reviews and Publication of Analyst Reports and Articles April 2006 to present
Conduct industry reviews and produce in-depth reports on Unified Communication / Contact Center and Data Networking systems and applications to support small to mid-size businesses (SMBs) and enterprise organizations. Write articles on Enterprise & Contact Center Communications forTelecom Reseller, TMCNet.com, Customer Interaction Solutions Magazine, Cloud Computing and others; currently co-authoring book on Business Transformation with IT Frameworks & Communication Architecture.
The Eastridge Group / Cooley Godward Cronish LLP August 2007 to September 2008
Contract engagement performing telecommunications / contact center patent-related research: organizations included Health Insurance Provider, Shipping Services Provider, Appliance Manufacturer, Cellular Services Provider, and Cable Services Provider. Resulting expert reports were used for submission to the court.
Confidential study for leading telecom manufacturer July 2008 to September 2008
Migration Strategies and Paths: Legacy TDM / VoIP to Unified Communications of the 4 top-tier vendors: Nortel, Avaya, Cisco Systems and Siemens; presented findings and recommendations to executive staff.
Windsor Consulting / SmileCare Inc February 2006 to May 2006
Regional Dental Services Company with contact center and 63 dental offices: accelerated project management process for analysis, design and implementation of a pilot turn-key outbound and inbound call center system. The design included a Web-based interface to CRM software that was integrated with the enterprise' customer database for click-to-call functionality and inbound caller identification.
IBI Group / Access Services Inc Los Angeles January 2006 to July 2006
Transportation Services Company with 1 central and 6 distributed contact centers: telecom portions were part of a Customer Relationship Management project for replacing their transportation scheduling and dispatch systems. Performed telecom needs requirements at each site; reports included current situation analysis, desired future situation, and detailed recommendations. Responsibilities included participation in customer focus groups regarding customer service and IVR requirements; and project management.
Los Angeles Department of Water & Power February 1999 to November 2004
Multiple projects including IVR and Web customer service application design, integration and development. Subsequently was awarded major project as part of competitive bid for analysis, design and recommendations for all new enterprise and contact center systems and applications. Project included detailed scope of work and associated project management responsibilities, RFP development and formal bid process. Respondents included all of the major telecom vendors and channel partners; formulated detailed analysis and recommendations in conjunction with LADWP team members. Additional systems included analysis and RFP development for contact recording / quality monitoring and reporting, workforce management and knowledge-base applications.
Screen Actors Guild
Producers Pension & Health Plans November 2000 to December 2002
Pension & Health Plan Administrator with 25 seat contact center that required the addition of a new remote facility. Project included analysis, design, RFP process, and recommendations of all new enterprise telecom systems including voice messaging / auto-attendant; and multi-channel contact center systems and applications including IVR; provided program management and oversight for applications design and implementation.