Director IT Architecture - Information Technology Resume Search
Director IT Architecture - Information Technology Resume Search
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Director/IT Architecture Resume

Desired Industry: Information Technology SpiderID: 68488
Desired Job Location: San Antonio, Texas Date Posted: 5/2/2013
Type of Position: Full-Time Permanent Availability Date: Immediately
Desired Wage: 135000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel:
Highest Degree Attained: Other Willing to Relocate: Yes

Results-oriented, seasoned, and detail-
driven information technology
professional offering extensive
experience within diverse facets of
engineering, architecture, application
development, and business intelligence
leadership. Effective at establishing
coordination with vendors, supply chain,
business analysts, application
developers, portfolio managers, and
chief technology officers to accomplish
company goals. Well versed in
facilitating business case and cost
estimation procedures. Armed with strong
leadership, communication,
interpersonal, and problem-solving
skills with a passion for excellence.



Nationwide Mutual – Columbus, OH
Director of Information Technology
Architecture Mar 2008–Feb 2013
Established the Contact Center Advisory
Group and served as one of three
Steering Committee leaders of the
Advisory Group; along with the vice
president of Business Transformation
Office, and the vice president of
Customer Service and Billing Solutions.
Led the enterprise toward IP multimedia
system architecture, skills-based
routing, inbound, outbound, workforce
management, streamlined intelligent
voice response, performance analytics,
and cloud computing. Provided expert
supervision to 4-6 systems architects
while guiding 25 contact center Advisory
Group team members. Performed reviews,
made edits and applied approval of all
solution approaches and designs within
the enterprise Business Solutions area
for contact centers.

- Sustained stable coordination
with diverse professionals including
chief technology officers of the
Architecture Leadership Team; processed
the approval of reference architecture
and technology standards.
- Developed framework for the
Enterprise Contact Center Advisory Group
to implement technology standards,
reference architecture, security, and
innovation and research and development
(R&D) activities supporting business
capability roadmaps.
- Spearheaded the augmentation of
business transformation planning for
current, future-state, and roadmap
- Generated designs and directed
project teams at the program level
through the Enterprise Solutions
Delivery methodology and construct for
projects in the contact center domain
worth $17M and $22M annually.
- Responsible and accountable for
creating application roadmaps and
technical risks while negotiating with
CTO’s to rationalize and prioritize
funding for the top candidates.
- Led performance reviews, created
development and training plans,
administered salary and bonuses and
coached team members.

Sirius XM Satellite Radio – Washington,
Senior Manager – IT Architecture and
Application Development Jul 2007–Feb
Implemented analysis for premise versus
hosted interactive voice response (IVR)
total cost of ownership and delivered
final recommendation presentation.
Oversaw performances of contact center
systems application developers regarding
to centralized telephony, inbound, call
recording, screen capture, workforce
management, intelligent voice response,
voice and behavior analytics and

- Led the integration of
architecture, application development
and implementation of an Avaya
Centralized Telephony system with
Genesys skills-based inbound routing for
both onshore and offshore contact

AT&T– Atlanta, GA
Senior Contact Center Enterprise
Architect Feb 2004–Jul 2007
Developed and maintained currency of the
contact center reference architecture
and technology standards. Provided
enterprise consultation and solution
architecture diagrams to assist in proof
of concepts and business unit solutions
that were in alignment with the
standards and the reference

- Acted as subject matter expert
for IP multimedia system architecture,
centralized telephony, skills-based
routing, inbound, outbound, call back,
workforce management, intelligent voice
response, and historical reporting plan
and build efforts.

Verizon Wireless – Houston, TX
Director of IT Support May 1999–Feb
Consulted in high-level IT planning,
supported build projects including daily
break fix, move and changes throughout
four contact centers within the southern
region of the U.S. Served as member of
the Steering Committee responsible for
the successful transition of 33 contact
centers from PrimeCo PCS, Bell Atlantic
Wireless, AirTouch Wireless and GTE
Wireless into a seamless organizational
and IT systems merge.

- Promoted local best practices
which enhanced the performance of the IT
support staff of 15 technicians and
engineers from PrimeCo and GTE Wireless
in the Southern region.
- Accountable for the lead role in
achieving the lowest mean time to
resolution of trouble tickets of all
seven U.S. regions month over month.


Electronic Data Systems - Plano, TX
Senior Consultant – Contact Center

Airways Engineering with Bendix for the
Presidency of Civil Aviation – Jeddah,
Saudi Arabia
Technical Director

United States Air Force – Austin, TX
Electronic Computers and Switching
Systems Specialist



Coursework toward Bachelor of Science in
Economics - University of Houston,
Houston, TX
Coursework toward Bachelor of Science in
Economics - Louisiana State University,
Baton Rouge, LA
Coursework toward Associate of Science
in Electronics Technology
Community College of the Air Force,
Maxwell Air Force Base, AL




Project Management | Multimedia
Integration | Business Transformation
Planning | Reference Architecture
Risk Management | Social Media and
Mobile Trends | Advanced Voice and Data
Application Roadmaps | Negotiation

Additional Information:

Meritorious Service Award – United
States Air Force


– The Open Group Architecture
Framework (TOGAF® 8) - Level 1 and level
– Genesys Engineer
– Genesys Routing Professional
– Genesys Voice Portal
– Aspect Generations
– Rockwell Spectrum
– Avaya CM
– Verint 360
– Autonomy
– TeraCom VoIP & SIP

Available upon request.

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