• Performing a unified communications needs assessment
• Designing architecture and developing bid specifications
• Conducting Contact Center call flow analysis
• Developing and managing the RFP process
• Developing and managing a detailed project plan

Health System Consolidation

• Developed business case including benefits, risks, costs and savings to insource technicians and other vendor-supplied staff
• Created 5-year strategy for conversion of enterprise Unified Communications systems including annual capital and operational expenses and reductions

Private University:

• Create Baseline: Needs analysis, gather departmental requirements, assess current applications, call flow evaluations in preparation for development of Unified Communication Platform and applications
• Create and manage RFP (Request for Proposal)
• Qualify providers and industry leaders using industry research
• Assess peer institution transformation references
• Create weighted point rating system
• Select appropriate option with input from stakeholder teams

Operator Services Consolidation

• Conducted thorough review of five independent operator service teams and performed stakeholder interviews to develop comprehensive analysis of current state including an assessment of organizational structure and responsibilities.
• Identified operational steps to consolidate groups and implement “Best Practices” through a phased implementation plan
• Research and evaluate technology platforms to determine best technologies support operational objectives
• Transformation from five independent service teams to a consolidated operator service contact center with geographical diversity for business continuity. Processes streamlined and consolidated making procedures more efficient and will provide an opportunity to reduce FTE requirements