Qualifications * Negotiated and implemented a Voice Bio-metrics solution for authentication prior to delivery to representative resulting in multi-million dollar savings. * Delivering technology and technology strategies, aligning with strategic business plans and strategies, and meeting financial targets to ensure business profitability. * Responsible for the SLA agreements and ensuring the vendors (off shore or on shore) adhere to the metrics and agreements. * Successful leadership, program management and implementation in the creation of new technology infrastructures and departmental changes in support of new technologies and strategies. * Creation of telecommunications designs and architectures to maximize the use of current and emerging technologies, enabling the delivery of lower cost solutions. * Utilized the Cisco and Genesys platforms to ensure both the merging companies were able to continue to provide outstanding service to their companies. * 30+ years of escalating management responsibilities with organizations seeking to improve their effectiveness and profitability with new emerging technology. * 15+ years in senior strategic positions defining best in class technologies in the Financial, Hospitality and Travel industry * Lead a global organization of 400+ employees providing people leadership, talent assessment, and guiding a direct leadership team of Vice President, Director, and Manager level technical resources. Accomplishments * Delivered a total solution for SIP technology utilizing multiple applications including: Cisco, Verizon, Sonus, Genesys and Bria endpoint technology. * Created a technology organization responsible for the global technology infrastructure, POS applications, and overall technology strategy for the financial, travel, and hospitality industries resulting in industry recognition and awards. * Integrated multiple departments to create a single, highly successful global technology organization. This group provided long-term technology strategy and innovation, implementation and support as well as the continuous refresh. * Successfully managed the technical design and implementation of Call Center Technology at the 26 largest call centers within American Express Business Travel Customer Service. This included new or upgraded switching platforms, network infrastructure, WAN connectivity, and leading edge network routing systems. * Created an organization responsible for the strategic management of the voice network applications throughout the American Express Business Travel Customer network. This team was responsible for the design and deployment of all new strategic voice telecommunication advances including calling platforms, scheduling platforms, network routing and traffic monitoring platforms. Accomplishments * Delivered a total solution for SIP technology utilizing multiple applications including: Cisco, Verizon, Sonus, Genesys and Bria endpoint technology. * Created a technology organization responsible for the global technology infrastructure, POS applications, and overall technology strategy for the financial, travel, and hospitality industries resulting in industry recognition and awards. * Integrated multiple departments to create a single, highly successful global technology organization. This group provided long-term technology strategy and innovation, implementation and support as well as the continuous refresh. * Successfully managed the technical design and implementation of Call Center Technology at the 26 largest call centers within American Express Business Travel Customer Service. This included new or upgraded switching platforms, network infrastructure, WAN connectivity, and leading edge network routing systems. * Created an organization responsible for the strategic management of the voice network applications throughout the American Express Business Travel Customer network. This team was responsible for the design and deployment of all new strategic voice telecommunication advances including calling platforms, scheduling platforms, network routing and traffic monitoring platforms.

Highlights:

• Cisco
• Travel
• Customer Service
• Integrate
• Leadership
• Multimedia
• AVAYA