Job Description

The following information details the activities and accomplishments which were performed during my 27 month assignment at United Airlines.  Due to the multiple department, location and application environment, these activities involved many vendor and United personnel.  There were as many as 80 projects during this assignment.

Overview

n    Initial assignment was the analysis, review and development of (2) multi-million dollar, multi-year service level agreements with major suppliers.  These agreements provided turn key operational support and on going system upgrades.

n    Scope of assignment was expanded to include all aspects of voice technology deployment.  This process provided integrated solutions addressing multiple location and multiple applications.

n    Managed all aspects of 20 + simultaneous projects - design and engineering parameters, financial, technology and operational analysis, vendor and equipment selection and agreement negotiation, new system and network deployment, ongoing dedicated support and maintenance, business resumption capabilities, operational and budgetary ($ 35 million) responsibilities.  The scope of these responsibilities provided for totally integrated solutions across multiple locations, applications and user groups.

n    Was responsible for re-establishing high vendor performance and associated relationships which resulted in improvements in user confidence levels and for deployment of new strategic technology systems.  These activities elevated the vendor support process and provided for multiple vendor personnel interaction with multiple United departments and personnel.

n    Generated new detailed financial and budgetary analysis, review and reporting processes.  These new processes provided for comprehensive and accurate evaluation of operational costs, system inventory and annual budgetary projections.

n    Actively involved with the development and deployment of new CTI (Computer Telephone Integration) applications including specialized network and radio interfaces to support the Operations Control Center, corporate Crisis Centers (Business Resumption) and the Systems Aircraft Maintenance Center.  This interaction provided unique and coordinated solutions to very complex applications.

Reservations                                                                                                     Top of Page

n    Scope included the analysis, redesign, re-engineering and project management of all (17) domestic Reservations ACD (Automatic Call Distribution) location systems.  This process provided state-of-the-art functionality and flexibility.

n    These projects encompassed the complete upgrade of all ‘back room’ voice systems and associated applications.  These system upgrades provided improved call handling and reporting capabilities.

n    Implementation of a server based network call routing platform (GeoTel) in premise and network environments which improved the efficiency of network call routing.  These systems also provide improved operational functionality and long term costs savings.

n    Complete analysis and reconfiguration of the public and private network connectivity resulted in reduced the number of circuits required at each location.

n    Implemented new call center applications in Mexico City supporting Customer Relations agents. This application provided expansion of department functionality without all of the costs associated with a new stand-alone call center.

n    Actively involved with the engineering and deployment of (2) new call centers supporting Mileage Plus and associated applications.  These sites were utilized for a number of new applications to provide improved customer satisfaction.

World Headquarters                                                                                                             Top of Page

n    Project scope included replacement of (3) disparate ACD systems at the World Headquarters (WHQ) complex into a single operational system supporting 20+ separate user group applications.  This integration provided for increased system utilization and increased availability to all user groups of all systems and applications.

n    Expansion of WHQ operational functionality which added new agent functions and management reporting features.

n    Addition of new users at WHQ – Flight Attendants Service Center (CTI).  Provided improved operational assignment for over 20,000 aircraft personnel.

n    Addition of remote users onto the WHQ system – (3) local and (4) domestic locations.  This provided each location with integration and the power of a large system without the associated expenses.  Analysis and deployment of some VoIP applications for a number of domestic locations.

n    Involved with a number of 'mission critical' (life threatening) operational systems in the Operations Control Center.  The deployment of these new systems and applications provided increased operational efficiency and employee satisfaction.

n    Actively involved with the development and deployment of new CTI (Computer Telephone Integration) applications including specialized network and radio interfaces to support the Operations Control Center, corporate Crisis Centers (Emergency Response) and the Systems Aircraft Maintenance Center (SAMC).  These systems provided state-of-the-art equipment and application solutions while enhancing the operation of ‘mission critical’ functions.

n    Implemented new and unique voice system support for the Crisis Center.  This provided improved operational functionality while utilizing similar equipment and operation as used during the day-to-day operations.

San Francisco                                                                                                      Top of Page

n    Actively involved with the 'mission critical' (life threatening) operational systems at the San Francisco Aircraft Maintenance Center (SAMC) facilities.

n    Implemented a new stand-alone ACD system to support new SAMC applications to address increasingly complex and critical parameters.  This system replaced an older large system without the sophistication required to support these new applications.

n    Designed and engineered new network call routing configuration to support SAMC applications at multiple locations.  This implementation provided the capabilities to support additional locations including future business resumption activities.

n    Designed and deployed temporary business resumption capabilities for SAMC at both San Francisco and Oakland.  These capabilities provide basic short term support during the development and deployment of the new system.

Business Resumption

n    Designed, engineered and deployed a new business resumption center to support the ‘mission critical’ applications and personnel of the Operations Control Center. Managed all voice services during 21 day site population.

n    This separate location was expanded to support additional World Headquarters management applications, personnel and departments.

n    In addition this location and a number of other locations were configured to support business resumption capabilities for the SAMC operations in San Francisco.

R-103(c)

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