Multi-Platform Multi-Vendor Telecom Marketing, Management, Operations and Technical Support
My unique expertise is call center / contact center convergence - modernizing / optimizing customer interaction solutions for sales, customer satisfaction, and retention thru the ability to deploy IP technology capable of the collective handling of calls, emails, live IM / Chat, co-web interfacing at distributed, even virtual locations.
During a decade with SITA / EQUANT I aquired a foundation on the Leading Edge of TDM to IP Contact Center migration development. The IP VPN I designed and managed captured calls globally with Toll Free, and local numbers forwarded VOFR / VOIP from Routers and PBX’s networked across an IP VPN to regional Call Centers equiped with large scale ACD / IVR / CTI Agent Interface software and data technologies. My background covers supporting Call Center / Contact Center thru network pre/post sales technical support including RFI / RFP / RFQ solution and systems design, implementation, and maintenance in globally scaled voice and data networks. Trouble shooting methods and procedures, service delivery processes, acceptance testing, technical documentation, and reports. Integration, interconnection, and convergence of voice, data, video across MAN, WAN, LAN. Multi-protocol multi-service integration, MPLS, IPSEC, DSCP, VPN, Quality of Service (QoS). TDM PBX networking with Cisco routers (VOFR and VOIP) and IP Telephony. Routing (BGP, OSPF, EIGRP, RIP), IP multicast. DMS / ESS switch and Tekelec STP MTP, C7, SS7, ANSI ISUP internetworking, capture flags and call logs for long duration, Bellcore AMA billing issues, peg count to highlight traffic, software, and hardware resource issues. ETN and Call Center ACD Project / Program / Vendor management across multiple PBX brands and datafill configurations into common network Alcatel, Lucent, Nortel,Fujitsu, Mitel. Isolate and resolve impairments such as echo,one-way transmission,call cut off, blocking and congestion. Network topology, traffic analysis, load balancing, diversity, dial plans, loss plans and capacity optimization across T1,E1 interconnected NI1, NI2, QSIG, CAS, R2, ETSI, DPNSS, NAPRI
The prior 15 years Bell System experience in technical consultative roles across a broad spectrum of industries, applications, and customers from Fortune 100 Corporations, to Wireless and Wireline Carriers, Resellers, Enhanced Service and Value Added Network Providers further cements my foundation in operations, transport, switching, signaling, translations networking of routers, computers, PBX’s and peripheral applications like call center, voicemail, Interactive voice response, and video conferencing platforms. I’ve done ETN engineering analysis resolving complex network design, and operations issues such as traffic response, optimization, reliability, survivability, and disaster recovery in networks which included SATCOM, SONET, ATM,FRAME, IP and circuit and packet private line PTT links.I’ve performed fiscal management and alternative technology analysis, complex standards and tariff interpretation, new services development and special contract service arrangements.Have done the back-end, project and service management, and maintenance coordination for complex voice and data hardware and software in real world environments.And I’ve demonstrated the flexibility to master the dynamics of staying current in new technology so vital in handling next generation service requirements, bid management, and business development. This convinces me that I can contribute to the value chain of the telecom business model through partner management, relationship engagement, and product execution to drive a team to achieve measurable business results, and project deliverable success.