Featured Projects

ENTERPRISE DATA PROTECTION SOLUTION

CHALLENGE
Health-care data management company with more than 1400 servers and 439 terra-bytes of SAN storage. Multiple mergers and acquisitions combined with organic growth has rendered data backup policies, processes, and infrastructure obsolete and unable to protect business-critical data assets. The business was left unable to pass regulatory and customer compliance audits, disqualified from valuable business opportunities, and exposed to unnecessary risk. STRATEGY
Conducted assessment of current state and presented results to CEO and executive management team. Secured executive sponsorship and developed comprehensive project plan. Authored RFP and distributed to four industry-leading suppliers; evaluated bids. Awarded contract for acquisition and SOW for implementation of state-of-the-art combination of source- and target-based de-duplication data protection technologies.
RESULTS
New enterprise data protection solution deployed on-time and on-budget. Solution included hardware, management software, system integration, policy and process development, and training for Data Protection Engineers.

CUSTOMER-FACING VOICE PORTAL

CHALLENGE
Fortune 500 transportation company using DTMF IVR system connected to back-end enterprise logistics management system for notifying customers of shipment status, etc.  System was subject to frequent breakdowns and numerous customer service complaints (difficult UI and slow and often inaccurate responses) and issues largely due to old and obsolete technology platform.
STRATEGY
Assessed current state including performance metrics, trouble history, and technology platform.  Composed project charter and secured business and executive sponsorship and budget.  Prepared and distributed RFP to industry-leading suppliers; evaluated bids.  Negotiated and awarded contract for equipment acquisition and SOW for design, integration, and implementation services.  Authored extremely aggressive project plan and recruited and managed project team including VoiceXML developers, middleware and back-end system engineers, database administrators, infrastructure technicians, and project manager.
RESULTS
New voice portal installed on-time and on-budget.  New system included completely re-designed user-friendly interface, voice authentication and speech recognition, availability of new data elements, dramatic improvement in response time and reliability compared to benchmark measurements of the old system.  Limited changes to back-end system, interfaces, or middleware components allowed rapid implementation.

ENTERPRISE e-COMMERCE APPLICATION DEVELOPMENT

CHALLENGE
Fortune 500 transportation company needed to expose control of internal supply chain application to customer base in a bid to increase efficiency, improve asset utilization, and increase customer satisfaction.
STRATEGY
Utilizing contemporary application development methodologies, initiated detailed study in collaboration with business operations leadership to charter project with $3.9 million budget. Developed 2-year, multi-phase project plan. Sponsored and managed technical proof-of-concept exercise with external supplier. Gathered requirements and recruited 27-member project team including .NET and Java EE architects, developers, project managers, and database modelers. Managed multi-phase development and product launches.
RESULTS
Project completed on-time and on-budget. Application resulted in over $1.5 million in annual operational savings, dramatic improvement in asset utilization metrics, increased customer satisfaction, and competitive advantage.

INFORMATION TECHNOLOGY SUPPORT CENTER

CHALLENGE
Fortune 500 transportation company poised to execute $5.9 billion merger success of which was largely dependent upon information technology. Company's IT help desk, neglected for many years, was unable to meet the demands of the more than 30,000 technology users. Furthermore, management needed a state-of-the-art support center to gauge the progress of the merger and react to potential problems.
STRATEGY
Developed comprehensive project plan to redesign IT help desk function into multi-media contact center with ITIL specific systems. Designed new support facility and managed build out project including CRM and telephony systems. Composed and installed all business processes, service levels, and associated metrics. Developed training curriculum; recruited and managed 30 contact center agents. Sponsored, trained, mentored, and installed my successor.
RESULTS
New contact center served as control center for IT operations during merger execution. Average speed of answer improved 5000 percent! Recognized by CEO for most "dramatic success" of the year.