Todd Loyal Ludahl
707
Miamisburg-Centerville Rd, #177 | Dayton, Ohio 45459
646-945-0881 mobile
| 888-852-3427 fax
todd.ludahl@gmail.com
_________________________________________________________________________________________
IT Director / Project Manager /
Solutions Architect
“Technical
mastery but makes things understandable. Ability to take ‘wants’ for a
project and turn them into reality…”
-Client
Testimonial
Seventeen
years leading enterprise-level voice architecture projects and full
life-cycle software development initiatives. Expertise with Avaya IC, Cisco,
Genesys, SIP, VoIP, CTI, IVR, Voice Portal, Call Recording, Video, WFM,
Security, Mobility and SOA. Clients include Allstate, Hartford Life,
T-Mobile, Citicorp, Orbitz.com, Citrix, Wyndham Worldwide, The State of
Washington DSHS, Oklahoma DHS, Water, Gas and Electric Utilities – as well as
Government & Health Insurance Organizations, with deep knowledge of
Medicare, Medicaid, HIPAA guidelines and MMIS/EDI Technologies.
Technically
Skilled • Professionally Oriented • Results Focused
_________________________________________________________________________________________
Areas
of Expertise:
|
- IT Director with
VP-level Accountability
- Complex Project
Management & PMO expertise
- Create & Lead
Cross-Organizational Teams
- Experienced in
Agile Development Methodologies (SCRUM)
- Client Management,
JAD Sessions, Project Oversight
- Vendor
Management
- Contract
Management, SLA Enforcement
|
- Full Lifecycle
Software Development
- Multi-Site,
Multi-Channel Contact Center Technologies (Avaya, Genesys, Cisco)
- Voice Portal.
CTI/CRM Integration (Avaya, Genesys, Cisco)
- Natural Language
Speech Application Design (Nuance, Convergys)
- Data Center,
Server & Infrastructure Design
- WAN/LAN/MPLS
Design, DHCP, Active Directory
- Analysis &
Benchmarking
|
- CRM, PeopleSoft,
Siebel, Microsoft Dynamics, SAP
- Switched and
IP-based Telecommunications (SIP, H.323, Wireless, Cellular)
- Service Oriented
Architecture Design (Web Services, SOAP, Restful Designs)
- Technical
Requirement & Design Documentation
- Network Security,
Firewalls, SBC’s
- Test Team
Management
- Change Management
and Issue Resolution
|
_________________________________________________________________________________________
Executive •
Information Technology • Project Management • Application Design /
Development / Delivery Management • Strategic Planning • Vendor Management •
Contract Management • Resource Management
4/2013 –
Present:
Pinpoint Resources, LLC
TITLE:
IP Telecommunication Project PM
CLIENT:
Wyndham Worldwide
OBJECTIVE:
Implement IP Call Center, IVR/AAEP, H.323, SIP, Presence, CTI across multiple
Geos
APPLICATION:
Avaya CM, AES, Experience Portal, One-X, Session Manager
SIZE/SCOPE:
$3 Million
OVERVIEW:
Lead the replacement of legacy technologies
with latest IP integrated technologies. Provide Project and Technical
expertise
KEY RESPONSIBILITIES INCLUDE:
- Analyze current infrastructure,
configuration, and technology roadmap
- Analyze business process and impacts
related to the upgrade across the enterprise
- Prepare project plan,
communication plan, budget, change management, testing and acceptance
processes
- Deliver formal status and recommendations
to steering committee and CIO weekly
- Provide oversight and (when required)
hands-on implementation of the Avaya IP Telephony project
- Manage execution across the enterprise,
direct reports and remote teams (Mexico, Ireland, Multiple US sites)
EXPERIENCE:
07/2012 –
4/1/2013:
VIVA-IT, Northbrook, Illinois
TITLE:
Contact Center Architect – Avaya IC
CLIENT:
Allstate
OBJECTIVE:
Evaluate the global infrastructure, make recommendations and implement
APPLICATION:
Avaya Interaction Center
SIZE/SCOPE:
$5 Million
OVERVIEW:
Evaluate the current infrastructure, make
recommendations and remediate system to scale to a 20,000 seat contact center
solution
KEY RESPONSIBILITIES INCLUDE:
- Analyze current infrastructure,
configuration, and technology roadmap
- Analyze business process and impacts
related to Avaya IC across the enterprise
- Establish requirements
for scalable growth based on known objectives
- Deliver formal recommendations
- Provide hands-on implementation of the
Avaya IC CTI, AES and PBX solution
- Manage execution across the enterprise
and teams
05/2011 –
07/2011:
IBM, Fort Lauderdale, Florida
TITLE:
Lead Technical Architect
CLIENT:
Citrix Systems
OBJECTIVE:
Evaluate the global infrastructure and make recommendations
APPLICATION:
Avaya Interaction Center, Siebel, Cloud-Based Telephony and CRM
SIZE/SCOPE:
$10 Million (Details available)
OVERVIEW:
Lead the technical evaluation of the global
contact center solution from the standpoint of the Client Experience, the
Technical Support Staff’s experience and business need.
KEY RESPONSIBILITIES INCLUDE:
- Review of the current customer experience
across all Geos (North America, Latin America, EMEA, APAC)
- Gather and document requirements for
organization based on growth objectives
- Evaluate current technologies versus
cloud-based offerings for both telephony and CRM
- Deliver formal recommendations, scope of
work and budget
07/2011 –
05/2012:
CONTACT SOLUTIONS, INC, Reston, VA
TITLE:
Project Manager
CLIENT:
FIS Global
OBJECTIVE:
Help FIS transition multiple IVR applications to the cloud
APPLICATION:
Speech IVR & CTI Interface
SIZE/SCOPE:
$5 Million (Details available)
OVERVIEW:
Lead a cross-organizational team of
business stakeholders, developer and network engineers to deliver hosted,
always up financial applications for clients served by FIS.
KEY RESPONSIBILITIES INCLUDE:
- Creation and management of the Project
Plan and Communication Plan
- Creation of the Change Management Plan
and Test Plan
- Manage the meetings, deliverable
timelines, SLA’s and client expectations
- Manage the project scope and change
request process
- Manage project stakeholders
through development, pilot and go-live
- Manage creation of the requirement,
design & test documentation
- Manage execution of the system,
end-to-end testing and user acceptance testing (UAT)
08/2009 –
04/2011:
FIRST DATA GOVERNMENT SOLUTIONS, Cincinnati, OH
TITLE:
Project Director
CLIENT:
The State of Oklahoma DHS
OBJECTIVE:
Lead a software development effort for the State of Oklahoma DHS.
APPLICATION:
Speech IVR & Web Interface
SIZE/SCOPE:
$5-10 Million (Details available)
OVERVIEW:
Lead a cross-organizational team of
business stakeholders, developer and network engineers to deliver a hosted,
always-up Medicaid application for the State of Oklahoma Department of Health
Services (DHS).
KEY RESPONSIBILITIES INCLUDE:
- Creation and management of the Project
Charter, Project Plan and Communication Plan
- Creation of the Change Management Plan
and Test Plan
- Manage the budget, meetings, deliverable
timelines, SLA’s and client expectations
- Manage the project scope and change
request process
- Manage vendor relationships and
deliverable timelines
- Manage project stakeholders through
development, pilot and go-live
- Manage creation of the requirement,
design & test documentation
- Manage execution of the system,
end-to-end testing and user acceptance testing (UAT)
06/2008 –
5/2009
APEX SYSTEMS, Bellevue, WA
TITLE:
Enterprise IT – Project Manager
CLIENT/END
USER:
T-Mobile
OBJECTIVE:
Manage Multiple Speech IVR Initiatives
APPLICATION:
Speech IVR, Convergys, CTI, Cisco ICM
SIZE/SCOPE:
Define Scope, Design and Manage the Development/Testing/
Deployment of multiple
Speech IVR Initiatives
OVERVIEW:
Lead cross-organizational business,
technical and vendor teams to analyze customer care initiative, assess impact
to existing Speech IVR (SIVR) and call routing systems. Make recommendations,
create documentation, manage project through development, testing and
deployment. Time on site: one year.
KEY RESPONSIBILITIES INCLUDE:
- Client discovery and application needs
analysis
- Requirements, Design, Test Requirements
documentation
- Functional and technical design of speech
applications/call routing
- Test requirements documentation &
data preparation
- Assist with unit, system, end-to-end and
user acceptance testing
- Manage project stakeholders through Pilot
and Go-Live
- SIVR Grammar bucket and application tuning
06/2005 –
05/2008
PERFICIENT, Denver, CO
TITLE:
Technical Architect/Project Manager
CLIENT:
CNSI & the State of Washington DSHS
OBJECTIVE:
Lead a Speech IVR development effort for the State of Washington.
APPLICATION:
Speech IVR, Voice Portal, CTI, Siebel CRM, SIP
SIZE/SCOPE:
$10-20 Million (Details available)
OVERVIEW:
Lead the client business team, an IVR
development team as well as internal and external client and vendor teams to
assist the State of Washington DSHS to design and implement an Avaya Voice
Portal, CTI and Siebel Health Care solution for use by Medicaid Providers and
Clients. This included full-lifecycle design and development of fifteen
different IVR speech applications with respective web service integration,
CRM design and a complete re-work of the Department of Social and Health
Services (DSHS) telecommunications call center system. The project was highly
visible and politically charged. Beyond technical expertise, this project
required a thorough knowledge of Medicaid, Medicare and HIPAA guidelines.
Time on Site: Three Years
KEY RESPONSIBILITIES INCLUDE:
- Client discovery and needs analysis
(JADS)
- Requirements gathering and documentation
- Functional design of all speech and CTI
applications (use case format)
- Technical design of all speech and CTI
applications (to include data elements and web services)
- Architect the development, test, training
and production environments
- Re-architect the DSHS telecommunications
environment (Production)
- Implement VoIP, SIP-Trunking and SIP
Agent endpoints
- Test Case Preparation/Writing
- Test Data Preparation
- Conduct unit, system and end-to-end
testing
- Support user acceptance testing of
applications and environment
- Manage project stakeholders through Pilot
and Go-Live
- Recap and ROI
11/2004 –
05/2005
iGATE, Pittsburgh, CO
TITLE:
Technical Architect
CLIENT:
Hartford Life
OBJECTIVE:
Integrate and deploy three (3) Avaya Interaction Centers
APPLICATION:
Speech IVR, Avaya IC, CTI, Multiple CRM systems
SIZE/SCOPE:
$15-30 Million (Details available)
OVERVIEW:
Responsible for assisting Hartford Life to
implement the Avaya Interaction Center across multiple lines of business with
call centers in multiple states. The goal: Increase productivity and improve
customer service by adding multi-channel routing, CTI and soft-phone
capabilities. Client’s infrastructure and data model varied by business line,
so each environment required a different desktop configuration. I joined this
project mid-stream. Time on Site: 3 Months.
KEY RESPONSIBILITIES INCLUDE:
- Design documentation for the second Avaya
Interaction Center deployment
- Create Avaya IC test requirements, test
cases and execute test plan
- Create and execute implementation plan
- Plan and manage the pilot and production
launch of Avaya IC
06/2003 –
10/2004
ANALYSTS INTERNATIONAL, Denver, CO
TITLE:
Technical Architect
CLIENT:
Las Vegas Valley Water District
OBJECTIVE:
Integrate and Deploy the Avaya Interaction Center
APPLICATION:
Speech IVR, Avaya IC, CTI, AS400, PeopleSoft
SIZE/SCOPE:
$10-Million (Details available)
OVERVIEW:
Assist
the Las Vegas Valley Water District to implement the AVAYA Interaction Center
- integrating first with their legacy AS400 application and beginning the
eventual PeopleSoft integration.
KEY
RESPONSIBILITIES INCLUDE:
-
JADS and Requirements documentation
-
Technical Design Specification Documentation
-
Test plan creation
-
Unit, system and user acceptance testing
-
Create end user and administrative training materials
-
Pilot and production deployment of the first phase of the Avaya IC deployment
(voice & email channels, IVR, AS400 Integration with CTI Screen-Pop).
-
Preparation for phase two of the IC Roll-out, including the routing of
web-form
Data, inbound faxes and standard postal communications (scanned in) as
electronic work to the desktop.
-
Worked with the PeopleSoft team to create test and integration documentation
-
Executed testing of the IVR, CTI and PeopleSoft integration using Quick Test
Pro
04/2000 –
4/2002
THE CUSTOMER GROUP, Chicago IL
TITLE:
Contact Center Specialist / IVR Architect
CLIENTS:
Orbitz.com & E-Blast Ventures
OBJECTIVE:
Design the Client IVR, Evaluate Outsourced Call Center Operation
APPLICATION:
Multi-Site Avaya Call Center, Conversant IVR, Sprint Cloud Routing
SIZE/SCOPE:
$20-30 Million (Details available)
OVERVIEW:
Responsible for assisting time-sensitive
dot-com accounts through the selection, design and implementation of complex
call center and enhanced service-related technologies.
Client: Orbitz.com
Goal: Launch a world-class travel portal
providing superior customer service to Orbitz.com clients and its many travel
partners. Time on Site: 16 Months.
KEY RESPONSIBILITIES INCLUDE:
- RFP creation, response evaluation,
selection & implementation of the Orbitz telecommunications platform
- RFP creation, response evaluation,
selection & implementation of local, long distance and pt-to-pt
voice& data services
- RFP creation, response evaluation,
selection and implementation of initial out-sourced call center service
provider
- Multi-site, multi-skill call center
design and implementation (Lucent G3 and Aspect)
- Multi-site email platform design (Kana)
for Orbitz.com and its many travel partners
- IVR call-flow and application design
(Conversant). Evaluation of speech recognition ASP-IVR vendor (TellMe)
- Call center CTI Implementation support
(Lucent/Aspect /Genesys)
- Enhanced call routing (MCI-ECR) design,
implementation and maintenance
Client: e-Blast Ventures (a dot-com
incubator/business accelerator)
Goal: Launch an online insurance company (InsuranceNoodle.com), supporting
customer service and sales through voice, chat and email channels.
Time on Site: 8 Months.
KEY RESPONSIBILITIES INCLUDE:
- Evaluation, selection and implementation
of the corporate telecommunications platform
- Evaluation, selection and implementation
of local, long distance voice and data services
- Evaluation, selection and implementation
of multi-channel contact center/CRM application (ASP Model, Synchrony)
- Development of the content management
database
- Disaster recovery plan creation
04/1999 –
3/2000
LUCENT TECHNOLOGIES, Chicago IL
TITLE:
Call Center Specialist / Application Consultant
CLIENT:
Avaya Clients (multiple top-tier)
OBJECTIVE:
Technical Resource – helping the account teams to sell/implement large
telecommunication projects
APPLICATION:
Multi-Site Definity Projects, Call Center, Conversant IVR, CTI, CMS
SIZE/SCOPE:
$10-20 Million (Assisted & trained thirty AE’s in a seven state
region)
OVERVIEW
Responsible for the sale of complex call
and contact center technologies through both the Avaya direct and dealer
channels.
KEY RESPONSIBILITIES INCLUDE:
- Train Avaya account executives (AE’s) on
contact center solutions, CTI applications, IVR, CRM, Voice over IP (VoIP),
and other customer service technologies
- Serve as the technical engineer on
complex, contact center sales calls
- Determine the client’s needs as well as
the viability of the project
- Determine the hardware, software and
human resources needed for a successful engagement/implementation
- Work with the Design Specialists to
ensure a correct and profitable configuration
- Assist AE’s in preparation and
presentation of the final client proposal
- Provide ongoing feedback to management on
my team’s training objectives, my personal pipeline and our combined sales
results.
11/1995 –
3/1999
INTERACTIVE NW, Tualatin, OR
TITLE:
Project Manager, IVR Specialist
CLIENT:
Multiple Avaya and INI Clients
OBJECTIVE:
Design IVR Applications, Travel on-site to integrate and install
APPLICATION:
Multiple Avaya Clients - Typically four applications per month
SIZE/SCOPE:
$15-20 Million (Details available)
OVERVIEW:
Responsible for the design, configuration,
coordination and "hands-on" implementation of multiple, concurrent
IVR and CTI applications
KEY RESPONSIBILITIES INCLUDE
- Create functional design and IVR flows
for customer approval prior to development
- Travel to customer site to provide
on-site programming, integration, installation & end-user training
- Create process improvement tools and
sales aids to assist in the “sale-to-delivery” pipeline
- Train Lucent (Avaya) Account Executives
on INI’s suite of IVR and call-center solutions & services
- Establish and develop high-level
relationships within the Lucent direct & dealer channels to facilitate
greater awareness, cooperation and improved market penetration
SUMMARY:
What You Can Expect:
· Projects Delivered
· Proven
Methodologies
· On-Time Results
Thank you for your consideration.
References and educational background are available upon request.