RICHARD P. HARVEY
SUMMARY:
·
Over 25 years of
consistent achievement as a progressive telecommunications professional.
·
Specialist in the
design, implementation and project management of advanced call center
technologies including complete and tight integration of ACD, IVR, CTI, Client
Server Customer Contact Applications, networking and Mainframe
integration.
·
Proven success in the
design and implementation of true “
WORK EXPERIENCE:
2004 – Current Avaya Inc.
Global Program Manager
Senior level program management position
within the Consulting & Systems Integration (CSI) practice. In this
position assignments include management of large scale multi-site Avaya
implementations typically with significant contact centers. Acting as single point of contact to both the
customers and the Avaya technical teams.
Fully responsible for successful project delivery, margin control and
overall customer satisfaction.
Significant exposure to all Avaya products from the newest messaging
platforms to large VoIP implementations.
2003 – 2004 Braun Consulting
Director –
Contact center technologist position
focused on the design and implementation of advanced contact center technology
platforms in support of the Business Transformation and Automation
practice. Significant first hand
experience and involvement in large multi location contact centers, which are
fully integrated, CTI enabled and networked together to operate as a “virtual
call center”.
1996-2003 @com.–
Principal
Owner and principal of a consulting /
outsourcing firm focused on the design and implementation of telecommunications
technologies supporting the advanced call center environment. Hands on design, customization and
implementation experience with all major contact center technologies.
1994-1996
IBM / ADVANTIS –
Director
of Telecommunications Services
Director level telecommunications
management position with operational and engineering responsibility for the
entire telecommunications infrastructure for Equifax, Inc. as part of a major
outsourcing contract for IBM. This
included the management of a 655 circuit SNA infrastructure, large
multi-protocol network, 38 PBX & ACD systems, 41 LAN’s (Banyan, Novell and
NT), WAN connectivity and VTAM/NCP support.
1992- 1994 ELECTRONIC
DATA SYSTEMS (EDS) -
Director of Telecommunications Services
Strategic and tactical responsibility for
the complete telecommunications infrastructure management for Blue Cross Blue
Shield of Massachusetts through a major IT outsourcing contract for EDS. Through the management of a staff of 75
employees this position includes functional responsibility for all voice, data,
LAN & WAN connectivity.
Telecommunications Operations Manager
Responsibility for all voice operations at
35 locations, including multiple complex ACD systems, advanced digital networks
and a private multiplexed digital network that provides inter-building voice
& data telecommunications.
Engineered and implemented an advanced network supporting multiple call
centers that reduced overall traffic costs by over 35%.
1990-1993 NELSON COMMUNICATIONS -
Operations Manager & Senior
Telecommunications Consultant
Operational Control of a 21 year old
telecommunications consulting firm, including project design, strategy and
assignment. Specific assignments on large scale projects including diverse
telecommunications areas such as PBX, ACD, IVR with host integration, LAN &
WAN, Network design (Digital & Analog) and High Speed Fiber & Cable
Systems.
RICHARD P. HARVEY
Page Two
1985‑1990 IBM
/ ROLM INC. ‑
Branch
Manager – National Operations
Senior level management position within a
newly created division. Complete control
of a branch business unit including P&L responsibility, expense management,
engineering and implementation of all ROLM PBX / ACD products and overall
customer satisfaction. Winner of the
1986 Customer Support Leadership Award (Branch Manager of the year) for the
Northeast Region during my first year with IBM.
1981‑1985 CONTEL
/ IPC COMMUNICATIONS INC. ‑
Branch Operations Manager
Management position reporting to Vice
President/General Manager. Responsible
for the full control of sales, installation and service organization and
accountable for P&L, expense control, revenue attainment and full customer
satisfaction.
Senior
Project Manager
Responsible for the project management of all
large scale PBX & ACD system installations throughout the New England Area
for of national telecommunications company. This position included project
margin control as well as the supervision of field personnel at each project
site.
1978‑1981 NORTHERN
TELECOM INC. ‑
Sales
Engineer
Hands on position working with both pre and
post sale customers to design PBX & ACD telecommunications systems to best
meet the business needs.
Assistant
Service Manager
Management for the daily service center as
well as the customer support center.
Responsible for the assignment of a forty employee field organization.
EDUCATION & ASSOCIATIONS
1995
& 1996 International Communications Association (
MOHR Management Training
RECENT ACCOMPLISHMENTS & PARTIAL CUSTOMER LIST
·
Project lead on a major
“
·
Overall design and
project management responsibility for the implementation of a four location,
1400 seat CTI enabled networked virtual call center for Fleet Bank. This project included the conceptual design
based on business focus, technology evaluation and selection, and project
management during the six month implementation phase. Technologies used were Aspect ACD, Prospect
middleware, Scopus Client server contact management software, Perception (Brite Technologies) IVR, Lucent (Avaya) G3R PBX, and Lucent
Intuity voice messaging system.
·
Recent Customers Include
– John Hancock, Fleet Bank, Fleet Mortgage Group, Cambridge Technology
Partners, Pagenet, Furniture.com, Houghton Mifflin
Publishing, Ride Share Corporation, State of