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Doreen
DOREENW@JJWALL.COM
239-307-8806
8980 Cherry Oaks Trail
Naples, FL 34114
an experienced IT and business leader
11 years experience W2
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Summary

Experience
an experienced IT and business leader
Information Technology
May 2020 - May 2020
Fort Myers, FL
As, my role has delivered global enterprise solutions. Over 20 years of experience. Exceptional leadership, project management skills. Seeking a long term rewarding career where my skills and experience will be utilized. As an Infrastructure leader, I am accustomed to making decisions and driven to strengthen policies and procedures to enhance operations, build winning collaborative teams. Skilled in reviewing and improving strategic plans. Focused on leading day-to-day operations and major projects. Quality-minded, decisive and persistent in following through with objectives and making it happen successfully, on time, and within budget. My leadership has provided enhanced user experience, optimized employee productivity and meaningful ROI improvements to the business. Designed and project managed unified communication projects for domestic and international organizations. Worked with the business stakeholders to develop roadmaps and strategies to support operations efficiencies. Reduced annual network & telecom service charges over 300K during first 6 months of employment. Budget Management.
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ENVISION HEALTH - Project Manager, Contractor
Telecommunications
Dec 2018 - Jun 2019
Palm Beach Gardens, FL
Fire and Security
  • Telecommunications Lead
  • Operations Management of Telecommunications systems
  • Management of off shore Telecommunications Team of 10
  • Project Management of chat and email call center solution
  • Vendor Management
  • Led weekly production, project and operations meetings, facilitating stronger communication to help resolve critical issues
MS Visio Operations Management Project Management
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Project Manager, Contractor
Apr 2014 - Apr 2016
Boca Raton, FL
  • Responsible for Network migration and separation activities related to ADT/Tyco Split
  • Project Management of new GSM's, Load Balancers and Wireless, Mobile Iron Devices
  • Project Management of 100+ Domains to new ADT IP space
  • Project Management of 29 B2B VPN's from shared Tyco IP space to new ADT IP's and Firewalls
  • Project Management of Genesys, cloud based call center implementation for large global organization with over 2000 call center agents US and International sites
  • Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders. The ADT-Tyco project was 12 months behind schedule. Completed on time.
Project Management
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Provided Leadership
Banking/Financial
Apr 2012 - Apr 2014
Miami, FL
2 Avaya engineers, 2 software developers and 1 SOA developer to support operations and contact center business stakeholders
  • Responsible for Vendor Management, contract negotiations and budget management
  • Responsible for Telephony Infrastructure and VoIP deployments,
  • Architected and project managed installation of six new call centers to support financial business segments, as well as new facility builds, expansions and relocations of existing sites
  • Management of SOA Development, release management and upgrade to current version to support contact center applications and systems
  • Worked closely with Middle Tier, Database and ETL teams
  • Management of systems that included: Avaya PBX systems,
  • 8700, 8500, Media Gateways, vectors and routing, ACD, Call Centers, Presence Dialer, Avaya Experience Portal
  • Avaya Aura Voice messaging systems
  • Quarterly meetings with Bank of America Compliance teams for call audits
  • Project Management of outsourced
  • Nuance Project, formerly Varolii for outbound dialer campaigns
  • Management of outsourced vendor ACT for call center overflow
  • Budget Management
  • Capital and Operations, Vendor negotiation, Invoice Management and Processing
  • Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases
  • Assessed facilities to determine capacity and needs for telecommunications systems
  • Oversaw business telecommunication networks, including telephones, office equipment, internet, and cable
  • Developed cost estimates for system and component implementation and operation
  • Evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems
  • Reviewed and interpreted facility orders, network design orders, and circuit layout orders
  • Communicated effectively with vendors to determine pricing and technical specifications for available hardware, software and services
  • Followed Change Management and SDLC processes
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Voice Technologies Manager
May 2010 - Apr 2012
Port St Lucie, FL
  • Management of IT support staff of 7 engineers and technicians supporting 10,000 seat Call Center Operations located throughout the US over 3000 agents at my locations offshore vendor management and negotiations
  • Business requirements, operations management, project management of Genesys Call Center installation, deployment and call routing, Avaya 8700 PBX's, vectors and programming, Witness Call Recording (audio and screen capture)
  • Management of Voice Technologies for multiple sites throughout the US
  • Carrier Management, routing and assignment of over 6200 toll free numbers
  • Program Managed enterprise voice technology projects throughout the organization
  • Design and management of IVR scripting and revisions for business
  • Established and Documented Process & Procedures, SOP's and documentation of call flows. Earlier Career
MS Visio Operations Management Project Management
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Telecommunications Project Manager
May 2010 - May 2010
Project managed 30 Nortel BCM installations for US Bank throughout the country
Project Management
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Voice Technologies Manager
May 2010 - May 2010
Management of telecom for 30+ international sites, 17 Us sites. Reduced monthly telecom changes over 50K during first six months of employment
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Telecommunications Manager
May 2010 - May 2010
Management of telecom operation and personnel for 2 large hospitals and 72 clinics in Iowa. Member of the strategic planning team with responsibility for voice and data networks
Strategic Planning
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May 2010 - May 2010
Nortel installations and programming, Call center design and programming, Project Manager focusing on large organizations and those with Call Centers Customers included: GTE, Verizon, Blue Cross Blue Shield of Michigan, FTD, Sandy Corporation, Dominos Pizza Headquarters and several others.
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ACCOUNT EXECUTIVE
May 2010 - May 2010
Michigan Bell
  • Sales of Nortel PBX's Sales of Fujitsu 9600 PBX's, MCI
  • Sales of voice and data services, Sprint, sales of voice and data services & Training
  • Dale Carnegie Leadership Training
  • Project Management through PMI
  • Managing Technical Professionals through AMI
  • Cisco, Call Manager, Jabber, Prime Collaboration, Expressways, SX 20 and SX 80 video conference systems, Cisco cloud based WebEx,
  • Avaya 8700, 8500 Avaya Experience Portal, Aura Messaging
  • Genesys
  • UCaaS
  • SaaS
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Call Pilot and Symposium
May 2010 - May 2010
CS1K Option 81C Option 61C Call Pilot and Symposium
  • BroadSoft Hosted PBX
  • Five9 cloud based phone system
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Edit Skills
Non-cloudteam Skill
Education
Skills
Project Management
2019
5
MS Visio
2019
3
Operations Management
2019
3
Strategic Planning
2010
1