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- 25+ years of experience in directing,
managing and providing solutions architecture, business process analysis
and re-engineering, pre-sales technical consulting, technical service
delivery, and product management in a wide variety of industries.
- Extensive expertise in the cross-functional
architecture, design, implementation, integration, optimization and re‑engineering
of business systems and processes.
- Primary expertise in
cloud-based and on-premise transaction, revenue and customer management
solutions including customer relationship management (CRM), sales force
automation (SFA), composite content applications, enterprise content
management (ECM), enterprise application integration and resource planning
(EAI/ERP), business intelligence (BI), online analytical and transaction processing
(OLAP/OLTP), and extract, transform, and load (ETL) functionalities.
- Specializes in business
process and rules management (BPM/BRM) solutions in the XaaS and on‑premise
subscription billing, telecommunications, healthcare, financial, and
insurance industries.
- Significant expertise in virtualization
environments, translating use cases to workflows, end user interface
specification and design, data structure design, data marts and database
warehousing, service oriented architecture (SOA), n-tier data distribution,
management reporting, and user security.
- Focus areas include SalesForce.com
and other CRM/SFA systems, Cloud (XaaS) Integration, Enterprise Content
Management and Workflow (ECM), Customer Information and Customer
Experience Management (CIM/CEM), BOSS/OSS optimization and integration, Contact
Center Process Optimization, BPM Case Management, Procure to Pay, Quote/Order
to Cash, Supply Chain, HR/Payroll, and other SOA-based high volume event
and transaction processing systems.
- Experienced thought leader in
the development of innovative business process solutions inclusive of applications
environments, IT infrastructure and cloud-enabled service delivery.
- Experienced in working with
legal teams on inbound and outbound contracts,evaluating government
regulations and tariffs, and developing and directing responses to opportunity
pipeline requests for information and proposals (RFI/RFP).
- Experienced in all phases of
the software development life cycle (SDLC) including requirements
gathering, leading JAD sessions and user role interviews, providing use
and test case analysis and development, and change management in both
predictive and iterative environments including Agile, SCRUM, RUP, RAD,
and XP.
Summary of Achievements
- Directed a 500 user SalesForce.com
implementation to successful and on-time delivery for an industry leading
digital and print advertising company. The cross-functional implementation
team consisted of more than 20 individuals tasked with a business critical
migration from Oracle CRM. The
implementation architecture utilized a high-availability Cast Iron
Orchestration Layer for cloud-to-premise integration, data distribution
and synchronization with internally developed Billing, Provisioning, and
Product Catalog systems with full compatibility with standard
SalesForce.com Opportunity Forecasting in 2011.
- Directed a cross-functional multi-national
team of solution architects, business analysts, and software engineers for
Workforce
Optimization project for a 500 seat large telecom BOSS contact center
including CRM integration with unified communications services in
2010. Project resulted in a 17
second reduction in Average Handling Time (AHT) and estimated annual
savings of $6.5 million.
- Directed and managed a team
of solution architects in establishing the architecture and design of a
vendor provisioning and fulfillment management system for use with
offshore business process outsourcing that was subsequently developed and
implemented by offshore resources in 2009.
- Directed development of a
geographic-centric dynamic inventory e-commerce and vendor management
system utilizing multiple vendor XML feeds with hourly updates and real
time vendor orders in 2008.
- Served as Director of HIPAA
TCS and Security Compliance and WEDI liaison for a 25 member Georgia
hospital association from 2003-2006.
- Co-founded an ASP/SaaS venture
in the healthcare industry offering payor/vendor contract and claims
adjudication analysis and reimbursement management services to hospitals
in 2003. Identified more than
$50 million in improper reimbursements from Georgia Medicaid resulting from ACS processing errors. - Directed the acquisition of a
PC-Based billing software system written in SmallTalk and subsequently
managed a multi-national development team (US, Cap-Gemini/Netherlands,
Telenor IT/Norway) of over 20 members and led the product re-engineering
effort for use as an ASP utilizing high-performance Sun and HP technology
platforms in a company-managed data-center.
- Served as Co-Chair of the
Mass Markets Industries Group for the North American ISDN Users Forum
(under NIST/Department of Commerce) from 1996 thru 1997. This position interacted with product
managers with all Regional Bell Operating Companies (RBOCs), Incumbent
Local Exchange Carriers (ILECs) and Customer Premise Equipment vendors on
the marketing and implementation of ISDN services throughout the
continental United States.
- Served as Chief Architect and
Product Development Manager for a web-based online vendor management and
ordering system for BellSouth Inter-Carrier Frame Relay Services and a
web-based AT&T‑BellSouth Inter-Carrier trouble ticket and issue
management system in 1996.
- Co-founded Atlanta’s first Broadband
Internet Service Provider (ISP) in 1994. During this venture, directed all
pre-sales solution architecture and product management including BOSS,
time and bandwidth usage-based billing system, and web-based online data
services ordering system (1995). This led to a leading market position as
BellSouth’s first Data Sales Agent and the firm physically representing
BellSouth Business and Consumer Marketing for ISDN Services that year at
Comdex.
Professional Summary
Advanced Technology
Group 2011 to Present
Director of SaaS Integrations/Sr.
Solutions Architect
- Lead
opportunity teams through the solution conceptualization and development
process.
- Lead
cross-functional teams from application development, infrastructure and
other groups to architect comprehensive technology-enabled business
solutions that address the identified client needs.
- Provide
thought leadership in enabling the development of these business process
solutions.
- Guide the
solution teams in creating business plans, ROI models and written
proposals.
- Drive
identified business process solution opportunities to closure by
architecting effective, relevant, innovative business solutions that
employ our capabilities from across the firm.
- Define and
supervisepre-sales technical consulting and post-sales service delivery
projects inclusive of engagement management, technical project management,
solutions architecture and business process managementforprofessional
services organization associated with SalesForce.com and different cloud‑based
subscription billing services including BOSS/OSS integration, electronic
invoice presentment and PCI and NACHA compliant payment gateways (EIPP and
EBPP).
- Define and
supervise team and overall project requirements for cloud to cloud, cloud
to legacy, and cloud to business data warehouse (BDW) integration use
cases, requirements, methods, and orchestration architectural patterns
utilizing SOA, ESB and ETL.
- Define and
supervise project requirements for data conversion and migration
requirements including cleansing, testing, reconciliation, and overall
transition methodology,
- Define and
supervise project requirements for near real time integration with service
and equipment provisioning, document management, multi-channel CRM, and
case management/trouble ticket systems.
- Define and
supervise project requirements for batch process integration with finance
and accounting systems including revenue recognition, accounts receivable,
credit card updater services, ACH/EFT/EDI services, sub ledger, and
general ledger postings.
- Responsibilities
includeleadership roles in overall engagement, delivery team leadership,
resource management, proposal development, budget management, and
deliverables to all levels of stakeholders including unit managers and C
level executives.
Sutherland Global
Services 2008 to 2010
Business ProcessOptimization
Manager/Sr. Solutions Architect
- Supervise a
cross-functional team of pre-sales solution architects, business analysts,
and technical consultants in BOSS/OSS, ECM, CRM, CIM/CEM, composite
content applications, virtualization methodologies and requirements, enterprise
and intelligent desktop mashups, and content-based intelligence
projects. Team Projects included
multi-channel contact center optimization and pre-sales solution
architecture for a large multi-national business process outsource (BPO)
services to large telecom, banking and insurance clients.
- Directed an Agile
BI/ECM/CRM SOA portal initiative and a context-enriched desktop analytics
SOA initiative to improve workforce management and SLA, enable transactional
pricing, and to facilitate Designed for Six Sigma (DFSS) continuous
improvement and innovation (CI&I) processes.
- Provided
thought leadership in enabling the development of business process solutions.
- Provided a
broad general knowledge of applications environments, IT infrastructure,
BPO, cloud-enabled service delivery, and innovative commercial models to
bring in innovative aspects to the solution as a whole either through its
process or technical structure or through its commercial modeling.
- Enhanced
market position by participating in industry events, internal events and
customer outreach.
- Management responsibilities
included BPM/BPR analysis, service level agreement (SLA) analysis, proposal
development, sales and marketing material development, and presentation of
deliverables to all levels of stakeholders including contact center
managers, business unit and C level executives.
Innoverse Services
Network, Inc.
2006
to present
Executive Vice
President/Director ofSolutions Architecture
- Executive
management of technical systems architecture, design, implementation and professional
services company
- Establish and
maintain an opportunity pipeline to meet an annual business development
target.
- Work with
partner or related firms to build their products into the solution as
needed.
- Work with
legal teams for inbound and outbound contracts.
- Manage and
provide pre-sales solutions architecture and technical consulting,
post-sales technical project management, and business process and systems
analysis to clients in retail, supply-chain, e-commerce, insurance,
healthcare, telemarketing, and non-profit industries.
- Projects
include:
- Development
of real-time integrated Desktop Analytics monitoring and Business
Intelligence (BI) system for use in Contact Centers
- Cloud and
on-premise CRM implementation and customization
- Custom e-commerce
and self-service portal development including real-time SOA‑based ERP
integration, electronic payment gateways including PCI-compliant and
ACH/EFT gateways
- Customer contact
center process optimization and re-engineering including CRM integration
with unified communications services and platforms
- Responsible
for supervision and direction of all resources engaged in provision of
requirements gathering and analysis, leading JAD sessions, use case
documentation, production of flow diagrams, proposal and Statement of Work
development, and presentation of deliverables to all levels of
stakeholders including contact center managers, business unit and C level
executives.
CASAudit, Inc.
2003 to 2006
Director of
Provider Solutions and Product Manager
- Co-founded an
Application Service Provider (ASP) based venture focused on assisting
healthcare providers to accurately adjudicate and report healthcare claim
and remittance information.
- Managed pre-sales
consulting, configuration, on-boarding, and ongoing utilization of a
web-based SOA platform with middleware software for object-oriented
dynamic rating and reporting for retrospective claim analysis.
- Responsible
for architecting solutions related to HIPAA TCS 4010 837I/P, 835 and
270/271 transactions and HIPAA security requirements and guidelines.
- Responsible
for directing and delivery all requirements gathering and analysis, JAD
sessions leadership, development or use cases, analysis, and production of
use case documentation and flow diagrams.
- Work with
legal teams for inbound and outbound contracts.
- Presented
hospital executives with cost benefit analysis and ROI reports.
- Managed all
data acquisition, integration, ETL, integrity and audit processes for data
warehousing.
Innoverse,
Inc.
2000 to 2003
Director of Solutions
Architecture
- Directed the pre
and post-sales solution architecture, design, development, implementation
and client services group for a business venture utilizing a web-based SOA
platform with metadata-based middleware software for business object
transaction processing, rating and billing services.
- The software
included a core set of dynamically extensible subsystems utilizing
metadata-based business objects and rule sets for external data
integration and mediation, event collection and mapping, transaction
processing and rating, report generation, and e-document creation and distribution.
- Responsible for
managing all pre and post-sales consulting, requirements gathering and
analysis, JAD sessions and user role interviews, use case analysis, and
process flow diagrams (as-is and to-be).
- Client
projects included Customer Relationship Management (CRM) implementations
and customizations, Order to Cash management for time-based services
billing for law firms and staffing agencies, accounting system
(NetSuite/Oracle Small Business, Great Plains, Peachtree and QuickBooks)
migrations and ERP integration, hospitality reservations management,
VoIP-based calling services, desktop software licensing audits, and
usage-based Software-as-a-Service (SaaS) licensing.
- Established
integration and implementation documentation for use by the client and third
party software vendors.
SwitchCo, Inc. 1997 to 2000
Chief Architectand Product
Manager
- Architected,
implemented and managed a U.S. subsidiary and technical development
venture.
- The company
was formed to develop a web-based SOA platform for dynamic transaction
processing and billing system utilizing a true object-oriented database
and a metadata state engine for both Procure to Pay and Order to Cash
management for prepaid cellular, international wholesale, ship-to-shore
and next generation data and telecommunication services.
- The system
utilized a metadata-based dynamic state engine with near real time n-tier
distributed event object processing and a Versant Object Database system.
- Managed an
annual budget of more than $2 million and a multi-national RUP-based
development team of more than 20 members.
- Utilized
Rational Rose and ClearCase for project and software management.
- DevelopedVisio
diagrams for all aspects of the system design including classes, state
engine operations, use and test cases, meta models, rule sets, and user
behavior and interaction.
- Supervise all
phases of client implementations of the billing system specifically
pertaining to data and system conversion including requirements gathering,
analysis, and JAD sessions.
Open Communications
Network, Inc.1993 to 1997
Chief Architect and
Product Manager
- Co-founded and
served as Chief Architect and Product Manager for one of the initial
Internet Service Providers in Atlanta.
- The company
was also one of the first Data Sales Agents for BellSouth and provided
marketing, consulting, and installation for all of BellSouth’s data
services throughout BellSouth’s nine stateregion.
- Specialized in
business networking and internet connectivity and represented BellSouth at
Comdex marketing their ISDN services.
- Served as the
co-chair of the Mass Markets Industries Group for the National Institute
of Science and Technology (NIST) ISDN Users Forum.
- Developed web
based SOA platforms for data services ordering and trouble ticket
applications for BellSouth and AT&T data networking services.
- The company
was sold to a U.S. subsidiary of Telenor AS, the Norwegian telephone company.
Systems Express,
Inc. 1991 to 1993
Regional Technical
Sales Manager/Solutions Architect
- Regional
Technical Sales Manager for the Atlanta area and managed all sales efforts
and their related installation and support services.
- Responsibilities
included pre-sale voice and data network architecture design, new product
evaluation, and multi-vendor and computer system implementation and
integration services for a variety of large and small companies.
Check Guard,
Inc. 1987 to 1991
Chief Software Architect/Operations
Manager
- Designed,
developed, and marketed a point-of-sale (POS) electronic check
verification system to a variety of retailers in several regions across
the U.S.
- The venture
was originally started as a weekly distribution of a printed list but was
enhanced into a fully electronic system utilizing point of sale terminals
and magnetic check readers after joining the management team as Chief Architect
and Operations Manager.
- The electronic
verification system utilized a SOA platform based on Novell IPCs for
communication between multiple PC-based CPUs operating dynamically
assigned state engine processes written in C and x86 assembler.
- The service
was deployed in more than 1,500 retail locations in more than a dozen
second tier metropolitan areas in the U.S.
Education
University
of Alaska, Fairbanks, 1980-1982:
Computer Science and Accounting
University
of Illinois, Champaign/Urbana 1976-1977: Liberal Arts
Contact Information
Address: 16 Ensenada Drive, Santa Fe, New
Mexico 87001
Phone: 505-501-9876
E-mail: emilia@is.net
References
References are
available upon request.
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