Frank Hernandez

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TechnicalProject Manager8/2008 to present

Responsible for managing large telecommunications projects for JP Morgan Chase Bank in the Contact Center arena. IncludingVoIP both Avaya and Cisco. NICE Call Recording, Avaya S8700 PBX, Voicemail Systems, CMS, Genesys T Server CTI solution, Mosaic Dialers as well as the necessary infrastructure to support them.

Presently involved in the FCE project to migrate the services for all of the Lines of Business into strategically located centers throughout the nation to provide optimum use of the resources and services as well as infrastructure. Interacting with all groups within the banks IT department.PMO responsibilities for Project Manager’s Institute and PMP certification training. ITIL management structure.

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Responsible for managing voice and data telecom projects for EDS on the Bank of America/MBNA merger.

Managing resources, maintaining third party vendors and project team organized and on target in order to provide excellent service to Bank of America and MBNA. Responsible for financial reconciliation of all project expenditures. Essential team manager role on scheduling and distributing materials, equipment and work among all team members. Implementation of Cisco Call Manager and Avaya S8700 and G3R Legacy Systems and peripherals to include, Intuity Voicemail, CMS, Genesis CTI, IVRs, NICE and Witness recording equipment for the use in the Bank of America’s Contact Centers throughout the US. Responsible for implementation of DR Recovery Platform for NPC-BAMS section of the Bank of America Card Services in El Paso, TX, Louisville, KY, Richmond, VA and Kansas City, MO. Presently involved in the US-Trust and La Salle Banks Network Consolidation - Bank of America team. PMO responsibilities for Project Manager’s Institute and PMP certification training. ITIL management structure.

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·Responsible for Installation, Programming and Maintenance of all company’s Telecommunications Systems and Services Projects.

·Infrastructure design and implementation.

·Telecom Systems to include Avaya G3SI, IP Office, S8710, S8300. 4620 IP, 8400 and 6400 telephones.

·As well as Call Center Applications such asCMS Centrevu System, Definity& Intuity Audix, Modular Messaging, IP Office Mail. Responsible for interfacing with A.T. &T., Bell South, SBC, etc. for proper billing and services. Interfacing with AVAYA and other equipment vendors.

·Interactive Voice Response Unit and also Corporate Offices structured wiring implementation and procurement project.

·Bill analysis and vendor management. Saved the company $ 550,000.00 in wrong billing.

·Project Management, utilizing Microsoft Project, Visio, and Microsoft Office.