Looking for a IT Director position in an organization to leverage my more than two decades of IT experience and provide solutions to increase revenue, customer base and enhance the client experience. Executive Summary More than two decades of experience in enabling and integrating technology related solutions for verticals spanning across multiple industries and fortune 500 companies. The verticals include IT, Credit card, Large Banks, Biggest health care or insurance companies, retail businesses and more.. Client List Allergan Angel Flight, All State Insurance, Bank of the West Capital One Cigna Fedex, Jcrew, LADWP, Microsoft, Sears, SSA (Social Security Administration), Symantec, United Health Group, United Rentals, Veritas, Verizon Department of VA (Veteran Affairs) Technology Solutions Provided Leveraging Cisco UCCE (Unified Contact Center Enterprise), ICM (Intelligent Contact Management), Cisco CVP (Customer Voice Portal), Cisco Dialer, CUCM (Cisco Unified Call Manager), CUSP (Cisco Unified Sip Proxy Server), Avaya Predictive Dialer and Transforming contact centers of clients for the best resource utilization, Leveraging client's custom in-house databases to provided enhanced customer experience based on the value based model. In the space of contact center done all the functions including - Lead the teams in the role of Technical Manager to work with external vendors, client teams and supplier sites to integrate new call centers or stand up new call centers across the world. - Lead several call center projects in project manager role from start to finish and overcome the hurdles by working with external Telecom Vendors such as Verizon/AT&T. -Design the overall call center, call flow based on the skill, time of the day or customer preference call routing solutions. - Developed the ICM scripting to interface with CVP's and provide overall quality call routing experience to the client. - Tapped into the client's in-house or custom database for specific call routing solutions using the application gateway feature of the UCCE. - Upgraded client environments to different versions of UCCE - Expertise in Managing MSSQL databases, Recovering data, copying data from one server/database to another etc.. - Worked as Principal consultant, Project manager, Technical lead, Team manager and several other roles in organizations. - Worked on various ITIL processes such as change management, problem management, configuration management etc.. - Trained several employees in Philippines and developed a team of more than 20 people to support UCCE technology. As part of this training a brand new lab was built with all the UCCE components in place.

Highlights:

Companies I like:

Amazon, Microsoft, Capital One

• Management
• AT&T
• Cisco
• Infrastructure
• Integrate
• Intelligent Call Management
• Interactive Voice Response
• Microsoft
• Microsoft Project
• Project Management