Experience 2002-1990

Precision Response Corporation (Miami, FL) – Senior Director, ISG Operations and Technology (1997 to 2002)

PRC is the largest call center outsourcing company in the Southeast United States.  The company operates nine Call Centers, and employs over 8,000 agents. My position reported to the Chief Information Officer and was a constituent member of the Senior IT Management Team. As a member of that team I focused on strategic initiatives designed to produce new revenue streams, revise and implement operational best practices, contain costs and improved service-levels.. I had oversight for all corporate technology deployments which included over 100 IT employees engaged in producing client deliverables, mission-critical capabilities across numerous geographically distinct Call Centers, and many large-scale initiatives designed to transition the business from a regional presence to a globally active presence in the markets in which it participated. I had budgetary jurisdiction for IT Operations, and presided over Desktop, Server, Network, Voice, and Help Desk teams to deliver industry leading performance – which was, at least partially responsible for the company being sold to USAi (Barry Diller) for over 800 million dollars. Major initiatives included large-scale data networks (local, metro, and wide-area), inbound and outbound telephony, infrastructure Internet enablement in the call centers, including email, VOIP enterprise servers and databases, Call Center virtualization and integration (GENESYS), platform rationalization, disaster recovery, and a large-scale re-tooling of the operational and deployment methodology to support Data Warehouse and CRM product offerings and provide substantially improved client metrics and reporting. Cross-lateral functional coordination involved peers in Advanced Technology, Client Services, Quality Assurance, and Corporate Systems areas as well as some visibility to the General Manager organization,, the group responsible for corporate direction.

Virtual Resources (Miami, FL) – Managing Consultant, Member of the Global Solutions Team (1995 to 1997)

Provided expert IT Consulting and Professional services to a wide variety of the company’s clients involved in Distribution, Banking, Insurance, Finance, and other public and private sector activities in the South Florida area.  Responsibilities included the identification, pursuit, and representation of the capabilities of the company – to potential clientele in the region, as well as the preparation and presentation of proposals to those clients once our relationship had been established.  In addition, where prudent, I line-managed the implementation of major projects – especially where there was a strategic interest or a national impact. Among the successful endeavors: Designed solution and won contract for the complete outsourcing of the “Promina Healthcare” network, in partnership with IBM and Bellsouth, a high speed voice and data network extending to over one hundred (100) sites across nine Southeastern states.  Designed and implemented a campus-wide ATM network for Florida International University, in Miami, Florida, in partnership with IBM.  Created and successfully responded to the RFP for a very large-scale Checkpoint Firewall solution for Ryder Logistics.  Implemented a highly-automated, network and systems management solution for American Bankers Insurance Group. Technical requirements for projects traversed data, voice and other state-of-the-art products available at the time. We provided thought-leadership for many of the area’s smaller concerns who had insufficient resources or experience to confidently craft their own solutions.

John Alden Life Insurance Company (Miami, FL) – Director of Network Ops.  (1990 to 1995)

Responsible for all aspects of corporate network systems, including a CICS/SNA data network, and a 3000 node Token-Ring campus LAN/MAN.   Had budgetary oversight and financial responsibility for all aspects of data communications services.  Built a comprehensive support services organization, committed to supporting vertical and horizontal lines of business.  Implemented one of the first SNA over Frame Relay Networks, providing cost reductions to the company of hundreds of thousands of dollars per month over previously deployed methods.  Implemented various network monitoring and management systems and best practices in support of high system availability.  Member: “Technology Directions” team, a forward-thinking architectural team whose mission was to chart strategic IT directions and solutions with the various business units.