Senior Manager of Telecommunications - MIS
April 2008 — June 2011
I am a hands-on manager of the telecommunications team for our internal Customer Support organization working in MIS.
My main area of focus is developing strategies to help the business leverage telecommunications technology including IPCC/UCCE, ICM deployed on a Windows Server 2003 environment, CTIOS, VoIP call connectivity, and multiple ACD technologies including Avaya and Nortel. I am responsible for analyzing and managing telecommunications billing, support contracts, and vendor relationships.
I facilitate IT issues and projects with internal stakeholders including strategy, product development, operations, and the core executive staff as well as partner leadership in various locations by managing a network of local command centers and a staff of 7-10 vendor partners and their employees in various locations in India, Phillipines, Africa, Korea, Central America, the Caribbean, Canada, and domestic locations along with an internal technical support team to ensure coordinated and efficient communication among all internal and outsourced locations.
I manage, mentor and develop the telecommunications staff, working closely with technical staff to manage and maintain telephony, server and WAN/LAN network systems. I work with my technical teams to ensure that telephony systems installed on server and network systems are functioning normally, backed up, and regularly maintained with patches, virus updates, security enhancements, and best practice configurations.