James Hall

130 Pine Tree Road, Monroe, NY 10950

Cell 917-776-1179 * 845.783.1545 * halljim@optonline.net
http://www.linkedin.com/in/jimshall
Pre and Post Sales Technical Implementation Expertise
SENIOR CONTACT CENTER PROFESSIONAL
Pre and Post Sales * Strategic Solutions * System Development * Implementation M
anagement * Project Management * Client Relations * Promotions / PR / Speaking
Engagements * Staff Training & Development * Resource Management * Budgeting * C
ost Reduction * Security / Disaster Recovery
Hands-on, motivational contributor with years of progressively challenging exper
ience achieving or exceeding desired business outcomes. Exceptional ability to c
learly translate complex issues into actionable plans aligned to short and long-
term requirements. Establish quick rapport with co-workers and clients to align
solutions with complex customer requirements. Uphold highest standards for ethic
s and quality. Effectively evaluate and proactively manage performance against r
elevant benchmarks. Thrive under pressure.
________________________________________
TECHNICAL COMPETENCIES
Telecommunication: Nortel VoIP applications * ATT / Lucent 5ESS Central Office S
witching * Nortel SL100 / DMS100 / CS2000 / CS2100 large call center servers * N
ortel Contact Center 6/7 * Symposium * PBX * OCS * MCS * SOA/ACE * DMS * Avaya *
ROLM * Cisco ICM * Interactive Intelligence * SS7 * AIN * ISCP * STP
Platforms: Windows * UNIX * VMWARE * Macintosh * AS400 * IBM Mainframes
Business Applications: Word * Excel * PowerPoint * Project * Access * Financial
Systems Applications * Microsoft Email / Google Email * SAP * Siebel 7 * Oracle
* DB2 / DB2 MVS. Siesmic Exploration, Geophysical MAPPING
CERTIFICATES & LICENSES
Certified Contact Center & IVR Instructor * Certified Diplomas * Certificate in
Computer Mainframe & Associated Devices * Sonar / Sat Navigation Instructor, IB
M, Senecom, Bright, Intervoice, and Nortel IVR Applications * Certified Design A
rchitect, Certified Consulting Contact Center Application Portfolios. Nortel, Av
aya, Aspect, Genesys Contact Center Applications. Follow on Interactive Intellig
ence training. 20+ Years of Corporate hardware software, applications, manageme
nt and corporate business training including business ethics .
Certified seismic exploration Radis tracking, Loran C, Sonar, Geostationary Sate
llite Triangulation.
________________________________________
GRAPEVINE CONSULTIVE SERVICES Monroe, New York
PRINCIPAL 2009 - Present
Full consulting capabilities for contact centers, Contact Center Review, Audits
, documented change structure. Call flow testing, IVR application review. VOIP,
TDM based centers nationwide coverage for multiple site. We run our relationship
with three basic principles.
Subject Matter Expert In Nortel Contact Center Application Symposium and CC6, CC
7
Certified Instructor for CC6 CC7 Certified Product Specialist CC6 CC7
Services offered include:
* Contact Center Design
* Large Distributed Contact Centers
* Networked Contact Centers
* Disaster Recovery Planning
* Contact Center Upgrades
Contact Center Migration of Platforms
* Post Implementation Reviews
* IVR Application design / reviews
* CTI Integration Planning
* Operational reviews
* Workforce Management
* Call Recording / Quality Monitoring
* Voice Messaging
* Unified Communication
* CRM integration
* Geographical Information Systems
* Contract Jobs in the call center for upgrades of 7 centers at Blue Cross Blue
Shield Maryland.
* NYC 311, NY Life, Rueters, AAA New England, Mathworks, "Customer Examples"
Nortel Networks, Monroe, New York 11/1997 - 08/2009
Senior Solutions Architect (presales)
Serve as Senior Solutions Architect for enterprise multimedia contact center sol
utions for Global Accounts program with full responsibility for all presales eff
orts throughout the Northeast region. Consult with clients to determine unique b
usiness needs, gather requirements, and design integrated solutions and customiz
ed systems; lead all aspects of development and implementation. Deliver client s
olutions presentations and application demonstrations in support of sales team.
Lead efforts to introduce new products to distributors. Spearhead contract negot
iation with clients and ensure timely close for sales. Manage on-going client re
lationships, including technical support / issue resolution; proactively identif
y evolving business needs to provide enhanced solutions. Designated as Certified
Instructor and Certified Design Specialist for Contact Center Application; trai
n client users and sales team. CS1000, CS2000, CS2100, Contact Center, CallPilot
Key Achievements:
Leverage marketing and consulting expertise to drive new business and continuall
y improve bottom-line results.
Expertly led presales support, client consulting, design and implementation for
NYC 311 Call Center project, Nassau County 911 Call Center, and NYC DOITT, HRA,
DOF Call Center Integration project.
Served in key roles for numerous healthcare industry Call Center installation pr
ojects, including Mass General, Woman's Brigham, Partners Healthcare, Tufts Univ
ersity, Yale University and Hospital, NYC Presbyterian, Columbia Hospital NYC, P
hillips Medical, and Elmer Perkin, as well as Finance, Consumer, and Insurance i
ndustry clients.
Successfully met 100% of quota for 5 years and recognized for outstanding achiev
ements with 1999, 2000, 2004, 2005, 2007 (Ambassador Level) Nortel Circle of Exc
ellence Award, 2 Nortel SPOT Awards, and 3 Nortel SPIF Awards.
SBC Corporation (Southwestern Bell), Richardson, TX 10/1994 - 11/1997
Director, Sales Support, Call Center Technologies
Director, Customer Premise Product Management
Oversaw $162M Nortel PBX and Key System product lines with accountability for ov
erall marketing and revenue. Simultaneously held responsibility for Network and
CPE Call Center Products, Computer Telephone Integration, Voice Response System,
AIN Services, and Enhanced Voice Applications representing $11M in 1997 revenue
with responsibility for marketing, consulting, and implementation efforts. Led
30 team members executing all aspects of life cycle product management and proje
ct management. Designated Certified Instructor for Voice Response Systems.~ Unif
ied Communications Applications
Key Achievements:
Maintained consistent track record driving robust sales, including 60+ Voice Res
ponse Systems (1994 through 1997) and 30+ Computer Telephone Integration contrac
ts; increased revenue 27% in 1995 and 42% in 1996 and increased contract gross p
rofit by 22% in 1995 and 43% in 1996.
Managed positive revenue-to-expense P&L for 3 consecutive years.
Devised and introduced billable consulting practices as well as a new Maintenanc
e Marketing program resulting in addition of 200+ net customers to program.

Exceptional prior experience in multiple roles with IBM Corp. 04/1977 -10/1994,
including Marketing Specialist, Finance Industry & Voice Application Specialist,
Advisory Systems Engineer, Large Systems Field Engineer, Senior Technical Speci
alist, Data Systems Engineer, and Associate Customer Engineer, as well as engine
er with Codex Corporation and Geophysical Services Inc w/ Texas Instruments.04/1
975 - 04/1977
Education and Credentials
Certificate in Computer Mainframe and Associated Devices
Control Data Institute, Dallas, TX ~ Top Quarter of Class
Geophysical Survey Training, GSI Texas Instrument
Marine Fire Training , Richardson TX, Fire Department
Richland College, Richardson, TX Computer Sciences
El Centro College, Dallas, TX Business Management
Complete detailed training history is available on request
Professional Development Highlights (complete detailed list available upon reque
st)
SL100 PBX ~ CS1000 ~ CS 2100 ~ VOIP ~ Symposium Voice Data Application Family ~
Nortel Contact Center Multimedia Application Portfolio ~ IBM CallPath Enterpris
e Option ~ EDIFY Workforce Agent ~ Northern Telecom PBXs & Central Office System
s ~ Lucent Central Office Systems ~ Perception Technologies Voice Response Syste
ms ~ Senecom Voice Response Systems ~ Northern Telecom MERIDIAN MAX, ACD, CCR, I
VR, LINK, NAC ~ Geographic Information Systems ~ Image Systems ~ Storage Sub-Sys
tems ~ Printer Sub-Systems ~ Telecommunication Sub-Systems & Software ~ Mainfram
e Processors & Software ~ AS/400 Processors & Software ~ RISC/6000 Processors &
Software ~ PCs, LAN, WAN, & Protocols ~ Business Ethics, Business Practices, Sec
urity, & Trade Infringement~ SOA /ACE ~ architecture development~ Disaster Recov
ery Planning ~ Requirement for Hosted or Managed services solutions~ Multimedia
Communication Systems~ Unified Communications

Affiliations
Member, INNUA Nortel International Users Group 1994 - Present
Member, Nortel Northeast America Region Members User Group 1998 - Present
Member, Insight Nortel User Group SL100 CS2100
Member, Distributor Alliance Call Center Counsel: Nortel 1994 - Present
Volunteer, Red Cross Disaster Relief Services
Volunteer, City of Ellis, Texas Ambulance Fundraising
Assistant Scoutmaster , Boy Scouts of America Troop 540 Monroe, NY 2000- Presen
t
Member Orange County Chamber of Commerce Consultants at Work
Annual Participant in Company-sponsored Community Events
Presentations:
Southwestern Bell User Conference - Call Center Directions
Nortel Users conference (2004 through 2009)
Sprint Users Group
FISERV User Group (Contact Center applications and design)
Capital Area Telecommunications Association Austin TX Annual Meetings
Greater Houston Telecommunication Seminar
Nortel Northeast America Region Members User Group (2005 through 2009)
Technical Proficiencies
References and Recommendations on request.