Director, Customer Management Systems

• Apr 2023 - Present

Solutions Architect

• May 2022 - Jun 2023

Product Manager

• Nov 2021 - Apr 2022

Reviewed business objectives for new and existing customers and works to develop solutions to meet their needs using the existing software or by identifying and leading the necessary development. Worked with internal and customer stakeholders to develop user stories and related acceptance criteria for service and feature enhancements, and integration to the IDI premier third-party software partners. Executed plans for new product features and enhancements by incorporate them into release schedules. Conducted user acceptance testing of new features and presents functionality to customer base prior to and following general release availability. Provided support to Sales as a subject matter expert for product demonstrations, RFPs, and tradeshows. Provided support to Implementations to review new feature requests, evaluate needs, and present solutions. Created product literature, user manuals, white papers, and website content. Show less

Solution Architect, Professional Services

• Nov 2016 - Nov 2021

Initiates technical conversations to identify, document, and analyze needs pre and post-sale with Clients so to plan the implementation of the Omnia360 platform to meet various Client needs.Designs technical solutions using Microsoft Dynamics CRM, Omnia360 BSS and OSS, Dynamics SL, and API integrations to third-party applications through onsite and SaaS offerings some of which include integrations to IVRs, ZenDesk, Salesforce, MasterStream, AT&T, and DocuSign.Analyzes functional specifications, develops user stories and acceptance test scenarios, and documents configuration and development design requirements for the configuration and development of new and enhancement of existing functionality using Agile some of which include subscription/prepaid billing, advanced customer self-care portal, cost tracking and margin analysis, and MDUs/distribution centers.Designs, configures, tests, and trains various portions of the software as part of baseline and custom implementation solutions to meet the needs of various telecommunications customers including ILECs, CLECs, wireless, resellers, wholesalers, and aggregators.Attends industry conferences and researches provider trends to proactively identify new product development, and manages the prioritization of multiple software development portfolios associated to third-party integrations and core software modules.Conducts return on investment (ROI) analysis for prospective, new, and existing clients to reinforce the benefits of proposed solutions and presents the results to senior client leadership. Show less

Manager and Technical Lead, Software Activations

• Nov 2014 - Nov 2016

Managed the Technical Leads responsible for the technical implementation of software activations.Led multiple technical project teams in implementing telecommunications clients from greenfield and legacy OSS/BSS to the Microsoft Dynamics CRM Omnia360 OSS/BSS, which includes defining the business requirements with the customer, configuring the new system, developing workflows, mentoring project teams, conducting user acceptance testing, training the users, and supporting the customer.Utilized project management tools including Microsoft Project, Microsoft Word, Microsoft Visio, Microsoft Excel, and Microsoft SharePoint Server. Show less

Director, Professional Services

• Jun 2012 - Oct 2014

Led the creation of the professional services department at the start-up company, which resulted in the development of positions in project management, implementation and training, product management, data conversion, GIS, and support. Grew the department from four employees to over 30 employees with associated processes and tools. Developed and managed the processes of the professional services department, especially as they related to software implementations, project scheduling, resource allocation, and sales contract/statement of work (SOW) development. Met the implementation goal of recognizing over 8 million dollars in new revenue in the second year. Sustained the goal of providing superior support and services, which resulted in maintaining and growing the customer base from 35 customers to over 200 customers, without losing any customers and by never failing a project. Implemented monthly customer retention calls, annual customer retention visits, portal for online help and support, and tools for managing project and support issues and requests. Managed the annual user conference, which grew from 40 attendees in 2012 to over 190 attendees in 2014. Responsibilities included identifying and scheduling presentations, presenters, and venue; marketing and attendee registration, and customer training and retention activities. Show less

Manager, Advanced Software Support

• Mar 2010 - Jun 2012

Led the development, documentation, and rollout of process flows for managing problems, incidents, software development, and projects using ITIL within Production Support, which has decreased average resolution time and increased Client satisfaction by 40%.Managed up to 27 domestic and international employees in advanced software and systems support in all efforts related to the managed services, software maintenance, support, and implementations.Developed SLAs with external Clients and OLAs with internal Clients to ensure operational efficiencies and set expectations with all Clients, which reduced call volumes by 20% and increased Client satisfaction by 40%. Also tracked ongoing performance with weekly and monthly KPIs including average resolution durations.Managed the milestones, schedules, project documents, and project teams for several new customer activation projects, which included conversion of existing data, setup of new systems, integration with existing systems, and new software development as it related to the activations. Show less

Technical Lead, Activation Services

• Feb 2009 - Feb 2010

Led seven project teams, three consecutively, to convert new telecommunications clients from legacy system to a new OSS/BSS, which included developing the requirement documents, configuring the new system, mapping the conversion data, training the users, managing the deliverables, and supporting the Clients.Headed the development projects related to new Client conversions, wrote requirements, configured features, tested functionality, and implemented new enhancements for over ten different Clients.Developed and implemented the project management processes, workflows, and project documents utilized as part of all software activations in order to standardize the process, reduce project timelines, and reduce implementation costs. Show less

Special Projects Manager, Operations

• Jan 2008 - Feb 2009

Led the corporate initiative in the consolidation and relocation of the corporate headquarters from New York, NY to Memphis, TN, which included personnel, logistics, and technology, thus reducing expenses by over 50%. Developed business requirements, workflows, data flows, use cases, and testing plans as part of the software development lifecycle for the corporate verification tracking and management tool, which increased productivity and enabled greater automation in previously manual verification processes. Successfully developed, organized, and managed the verification team responsible for completing the processes for verifying employment, education, character references, drug screening, professional licenses, and state driving records, which increased Clients due to the new offerings and lower costs. Show less

Manager, Data Processing

• Dec 2002 - Dec 2007

Led corporate-wide initiative to identify, document, and consolidate corporate systems to achieve a unified operating environment, which reduced expenses and increased Employee productivity. Led project team through an internal software development effort to develop a Web system with the ability to view all information for a single customer, track customer contacts and handling, and make account and service updates thus reducing average Customer resolution time. Managed the department of seven employees responsible for the administration of the BSS/OSS for the organization, which included maintaining tables; preparing, testing, and processing billing for multiple monthly cycles; providing KPIs; and managing the corporate service flows. Wrote, tested, and performed problem resolution on corporate systems in accordance with established procedures and specifications and insured accuracy in daily operations by implementing crosschecks that reduced errors in the customer management process. Led the identification of and conversion to an enterprise-wide software package, which included identifying the requirements, converting the data, testing the custom programming, developing updated workflows and procedures, and training/supporting the end users, which increased the capabilities of the organization to provide next generation telecommunication products and services. Contributed on multiple project teams to institute new and updated technologies and services, which include DSL, Wi-Fi, video, Internet, managed services, long distance, technical support services, and FTTH. Trained and supported end-users on new and updated workflows and company utilized software packages and created training materials and documentation to reduce overall customer issues. Show less

Engineer, IT Quality Assurance

• May 2001 - Dec 2002

Developed the processes using best practices and procured the servers, workstations, and software necessary to start the IT Quality Assurance Department, which ensured quality internal development on all software development projects.Led performance testing, which included coordinating the infrastructure experts, writing test scenarios, executing the tests, analyzing the results, and correcting the infrastructure bottlenecks, which increased the usability of the system and reduced the amount of hardware required to maintain the system.Identified, selected, and worked with an external firm to conduct thorough security testing for several large software development initiatives in order to guarantee the security of Customer data.Created requirements and test conditions, wrote manual and automated test scripts, executed black box and white box scripts, managed corresponding defects, and verified that the testing results satisfied the exit criteria. Show less

Senior Technical Writer, Documentation Services

• Mar 1997 - May 2001

Developed paper and online documentation for internally developed and purchased software systems to reduce new employee onboarding timeframes.Worked with user areas to write new and update existing procedural, technical, and user documentation, training manuals, programming standards, job decision flowcharts, and special request documentation.Performed research and investigated programs and systems to field questions from user areas on current systems and procedures.