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Work experience

Oct 1999Present

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. 

Oct 1999Present

Principal

CollabTel

Communications-based Business Process Automation with Contact Center / Unified Communications (UC) technology as the foundation.

Designed and co-developed a process template called PROJECT Timesaver for Interactive Intelligence available. This is the only Interaction Process Automation template produced by an independent firm available for sale on their MarketPlace.

Currently working on a new process template to be announced.

Jul 1998Aug 1999

Sr. Product Manager - Integrated Telephony Solutions

Fujitsu Business Communication Systems

Developed and implemented business, market and product plans for the Integrated Telephony Solutions product line; provided vendor management for third-party products within the call center and messaging areas with a secondary focus on network management products. Managed FBCS' Gate Review Procedure for various product realization phases from opportunity assessment to life cycle management and worked with third-party vendors and all FBCS departments for time-sensitive deliverables. Business unit closed.

Jun 1994Jul 1998

Sr. Product Manager - Voice Processing / IVR

Toshiba America Information Systems

Developed and presented new Voice Processing / Interactive Voice Response (IVR) conceptual design to Engineering Department personnel; drafted initial marketing and engineering product specifications; developed and presented tactical and strategic IVR marketing and high level business planning to executive staff; assisted with the successful launch of Stratagy Voice Processing / IVR System; designed IVR demo line and showcase application for dealer technical support / customer service department.

Skills

Technical Writing
Benchmarking for Phone & Web Self-service
Product / Application Design & Project Management
IT / Enterprise & Contact Center Architecture
Business Needs Analysis & Technology Solutions

Education

Associates, Electronics Engineering

Bachelor of Science University Without Walls Program

Roger Williams University

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Keywords

Telecom, Contact Center, Business Requirements, Industry, Research, Analysis, Architecture, Framework, System Design, Standards, Standardization, Patent, Situation Analysis, Plan, Recommendations, Project Management, Manager, Executive, Scope, Work, Request for Proposal, RFP, Bid Process, Product, Application, Specification, Technical Writing, Articles, Reports, Strategic, Tactical, Planning, Vendor, Contracts, Negotiation, Policies, Procedures, Reporting, Consulting, Consultant, English, Utilities, Health, Insurance, Transportation, Medical, Dental, Services, Remote Offices, Multi Media, Call Center, Inbound, Outbound, Interactive Voice Response, IVR, Voice Processing, Call Routing, Automatic Call Distribution, ACD, Queue, Skills Based, Agent, Customer Service, Pilot, Enterprise, Communications, Unified Communications, UC, Voice Mail, Messaging, Auto Attendant, Customer Relationship, CRM, Recording, Quality Monitoring, Work Force, Knowledge Base, Management, Integration, Service Oriented Architecture, SOA, Telephone, Telephony, Web, Internet, Network Avaya, Alcatel – Lucent / Genesys; Cisco Systems; Siemens; Nortel / Microsoft Innovative Communications Alliance; NEC Unified Solutions; Mitel; Interactive Intelligence; Aspect Software; Intervoice; Syntellect

Summary

Telecommunications industry analyst, architect and consultant for enterprise organizations including those with with contact centers. Maintain a keen focus on new technology enabling Communications-based Business Process Automation (CBPA) initiatives producing significant bottom-line results. Currently developing CBPA applications designed to work on various vendor platforms. I stay current with all of the major telecommunications and contact center vendors and trends. DIFFERENTIATORSThe use of unique methodologies applied to my industry analyst reports (www.CXOReports.com) combined with distinct RFP or specifications processes used for analyzing and designing telecom and contact center systems, along with my previous product management and design experience at major telecom manufacturers. I achieved certification from Interactive Intelligence as an Interaction Process Automation™ (IPA) Preferred Consultant.WORK PHILOSOPHYI believe in the ability to achieve business transformation within IT Frameworks based on a broad and deep understanding of Communication Architecture. Communications-based Business Process Automation added to Unified Communications can justify significant ROI for the enterprise. And studies based on the American Customer Satisfaction Index (ACSI) have shown that a one point improvement will increase the company's value by 3 percent. My proven program / project management experience balances such business and technology-based initiatives with an organization’s culture and individual staff contributions in conjunction with change / improvement management.CAREER OBJECTIVEContinue writing articles and analyst reports and work with vendors, VARs, CXO’s (including Chief eXperience Officers), business unit, IT and Contact Center executives. Value proposition includes identifying options for improving financial and operational performance, and to manage programs and projects to implement and maintain best practices at all communication touch-points and to automate business process work flow throughout organizations. NOTABLE ACHIEVEMENTS
  • Created PROJECT Timesaver
  • Successful columnist and author of CXO Reports (www.CXOReports.com)
  • Wrote the initial product design specifications for Toshiba's Interactive Voice Response (IVR) / Messaging platform, which successfully went from product concept to commercial availability that provided significant incremental revenue for the company.
  • Lead the successful re-design of new enterprise and contact center systems for Los Angeles Department of Water & Power and Screen Actors Guild - Producers Pension & Health Plans that added new channels of communication in their respective contact centers.
  • Performed patent-related research on several global organizations with contact centers relative to IVR and agent-assisted customer service applications which provided significant insight into their telecom operations.
STRENGTHS
  • Certified as an Interaction Process Automation™ (IPA) Preferred Consultant.
  • Completed the Project Management Professional (PMP) Exam Preparation Course
  • A solid background in Telecom / Unified Communications / Contact Center systems design, specifications and program / project management for enterprise organizations
  • Proven team leader with highly developed analytical, organizational and strategic planning skills with a focus on Communications-based Business Process Automation.
  • Former member in good standing of the Society of Telecommunications Consultants (STC)

Recommendations

"This is written as a recommendation for your work with us on a Customer Relationship Management (CRM) Project... The project required experience in Project Management to provide an accelerated analysis and implementation of a pilot turn-key call center system... The solution was negotiated by you in conjunction with the client with a very cost-effective result and implemented on schedule." Paul Ulyett, President - Windsor Consulting

"Due to his ability to assimilate complex technical designs in conjunction with his technical writing skills Ed was assigned more advanced report writing in support of the Project Team's efforts. The team was very pleased with his ability to convey technical information and specifications in response to our business needs." Kyle Pendergrass, Patent Agent - Cooley, Godward, Cronish LLP.

"This is to acknowledge your participation in our telecommunications project; intended to enhance the efficiency of our Customer Contact Center, thereby improving service to our customers... Of particular import was your role in the RFP to procure new systems including TDM / IP PBX, ACD, IVR and CTI. The project team was very impressed with your professionalism and your ability to provide an unbiased technical analysis." Betty Carleton, Assistant Director Customer Service Business Unit - City of Los Angeles Department of Water & Power

"This recommendation is written specifically for your help and advice in upgrading the telecommunication system at Screen Actors Guild - Producers Pension and Health Plans. Your guidance through the vendor selection process was always sensitive to our needs and experiences. The RFP format and pricing schedules were very professionally done which provided all the information for us to ultimately make our own vendor selection... I would recomend your services to any organization engaged in a telecommunication or voice response project." Kevin Donnelan, Director Enterprise Infrastructure Services

Interest

Favorite Activities: Occasional gym workouts and outdoor recreation including jogging and bicycling

Favorite Music: Classical, some pop

Favorite TV Shows: Various on PBS

Favorite Movies: Action, mystery, SciFi (Lawnmower Man)

Favorite Books: Classics