LINDA FATE

North East, MD 21901 443-207-2742/lfate3679@yahoo.com Highly motivated, results oriented professional with experience in key technical roles. Comprehensive experience directing operational turn-arounds, new business development, strategic planning, and staff restructuring. Proven track record of increasing profits, quality, and productivity through competitive evaluation, strategic positioning, work flow analysis, and successful, targeted technology implementation. Collaborative, candid management style with a history of strong leadership and effective decision-making. Start-up Management Business Process Reengineering Domestic and International Call Center Operations Decision Analysis Service Level Agreements Team Building Customer Support Voice and Data Convergence Contract Management Vendor Negotiations Compliance Security VoIP Project Management Balanced Budgets Risk Analysis Selected Career Accomplishments Operational Effectiveness Successfully managed numerous, large-scale process reengineering projects, fully utilizing and integrating new and existing technologies to achieve business goals. Redesigned mission critical data center that resulted in a personnel reduction of 15%, overall cost reduction of 35%, and transition from 8-5 support to 24x7 coverage. Reputation for achieving strategic and fiscal goals through the management of well designed operating models, development of customer centric teams, and the direction of targeted programs that promote accountability. Initiated customer-focused service level standards and team performance metrics, resulting in productivity increases of 25-50% within six months. Directed large scale IT support units, implementing services, policies, and procedures in diverse technology environments. Responsible for management of voice and data services, focusing on internal and external customer needs assessment and successful deployment of multi-vendor solutions, typically increasing reliability by at least 50%. Orchestrated all phases of call center deployments; VoIP, IVR, LAN/WAN network optimization, unified messaging, text-tospeech, IVR, and video conferencing for public and private service organizations across the U.S., Canada, and Mexico. Designed, implemented and managed unique voice, video, and data carrier solution for healthcare organization with 15 sites throughout Southern California, reducing telecommunication costs by 35%, increasing data speed by 100%, and meeting HIPAA patient data security requirements. Directed engineers, analysts and technicians implementing unified messaging across different platforms at 30 sites, integrating with Microsoft Exchange and Avaya Message Store. Created business development processes for new service lines, including pricing, ROI, competitive analysis, targeted delivery and marketing approaches, and contract management. Key contributor in creation of multi-year business plans and pro forma. Reputation for delivering products on time and under budget through customer needs assessments, accurate project scope identification, risk analysis, effective staffing, budgeting, testing, and phased operational turnover.

Telecommunications

Business Development

Professional Career Accomplishments PROCOM SERVICES 2006-2011 Vice President Managed operational and strategic aspects of all business lines for a start-up company implementing VoIP, information technology and telecommunications, providing a turn-key approach delivering the right technical solution. Managed all aspects of the call center from initial inception through operational fulfillment. As a key member of the executive team developed business plans, prepared and managed budgets and co-authored business cases for bank funding. Identified business opportunities and prepared proposals. Managed strategic relationships ensuring compliance with service level agreements. . Increased revenue 200% through process development, performance metrics, service level agreements and customer responsiveness. As part of the executive team managed customer growth in multiple states, exceeding delivery times by 10%. Responsible for strategic positioning of commercial development and customer retention growing revenue 200% in nine months. Implemented an IT strategy that increased customer satisfaction, reducing turn-around time for deliverables by 50%. Identified performance improvements working collaboratively with the management team. .

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DAYCOM SYSTEMS, SAN DIEGO, CA 2004 - 2006 Director of Technical Services Managed IT department with strong focus on performance optimization and metrics, customer satisfaction, and support of multi-vendor environments for national client base. Responsible for all aspects of solutions delivery, including implementation, integration, training, maintenance, and managed-services operations. As a result of workflow surveys and data analysis, designed and executed an operational turn-around resulting in a 90% improvement in meeting project deployment targets and 20% revenue growth. Introduced best practices, business system tools, service delivery enhancements, methods for monitoring success, and forums for determining needed adjustments. Formed a cohesive, high performance, high commitment team poised to facilitate accelerated company growth. Deployed over 60 voice and data applications focusing on VoIP, call center IP technology applications, e-IVR and customized solutions utilizing CISCO, Avaya Siemens, and Nortel. Increased customer retention from 70% to 99% in ten months due to reduced delivery timeline, quality improvements, and targeted deployment of services meeting service level and operational quality standards. As key member of the Executive Team, developed operational deployment components for five-year corporate business plan in preparation for sale of the company. Developed and maintained corporate IT portfolio with projected growth of 200%. COUNCIL OF COMMUNITY CLINICS, SAN DIEGO, CA 2002 - 2004 Manager of Technical Support Managed the Technical Services Organization, a diverse technical group of network engineers, technicians, and help-desk personnel responsible for providing IT services to 26 member clinics. Provided cost-effective technologies supporting unique clinical settings. Designed program that enhanced IT services and reduced overhead costs agency-wide by centralizing core infrastructures and applications. Planned and implemented successful installations and upgrades of mission critical data storage and server configurations, integrating internal and third party resources. Created central data center to host servers and applications. Conducted needs analysis and research; coordinated projects and created statements of work for all implementations, maintenance, and support; technologies included voice, data, wireless, data storage, hardware and software applications. Designed and implemented tracking for help-desk support; trouble-ticket system for efficiently providing hardware and software support to over 600 front line users. Developed comprehensive, effective training program for technical support staff. Provided data forecasts and recommendations to executive management and Board of Directors regarding the business impact of proposed organizational and technological initiatives. Effectively planned and conducted presentations for technical and non-technical audiences. Managed all aspects of customer relationships with member clinics. Developed service level standards for client and vendor relationships. Successfully negotiated contracts and service level agreements. HISPANIC TELESERVICES CORPORATION, HOUSTON, TX 2000 - 2002 Vice President, Client Services Created and managed customer relations programs, responsible for meeting customer acquisition and retention targets, and implementing and maintaining information technology and applications in support of business throughout the U.S. and Mexico. Responsible for team performance metrics and development of streamlined, cost-effective operational processes. Developed service level performance agreements; instituted programs to meet the needs of customers, monitored client service teams response time and accuracy, modified procedures as needed. Drafted kick-off marketing programs, depicting cost-benefits and service delivery advancements through international deployment of services. Responsible for strategic planning and development of five-year business plan. SAN DIEGO GAS & ELECTRIC, SAN DIEGO, CA 1980 - 2000 Technical Support Manager, Contact Center (1997 2000) Managed diverse technical group supporting web, voice, and data applications. Provided workflow analysis, streamlined procedures, contract evaluation, team development, and integration of outsourced services. Defined and met operational needs and balanced budgets through formal reviews of fiscal and technical operations. Frequent speaker at industry events, such as TeleCommunications Association and Avaya Security conferences, on subjects related to the technical support of energy and utility management. Telecommunications Supervisor/Network Analyst (1980 1997) Managed telecommunications analysts and technicians supporting corporate IT applications. Implemented critical security enhancements effectively reducing opportunities for internal fraud. Engineered network configurations and developed contract specifications for implementation of corporate wide-telecommunications services. Responsible for managing internal help-desk. Responsible for telecommunications contract bid specifications, negotiations, and ongoing management. Team leader for business process redesign to improve internal help-desk procedures, create and maintain robust knowledge base.

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Professional Education & Training Bachelor of Science, Business Administration, University of Phoenix, Evening Instructor San Diego State University, Information Technology 2000-2001 Professional Organizations Women in Technology International Customer Service Association Avaya Business Partner, National Board Member Information Technology & TeleCommunications Association (TCA) TCA Board of Directors, President (1995-1996) TCA Conference Committee (1993-1997)

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