Tim Shoemaker

6304 W 149th Ter.

Overland Park, KS 66223

Cell Phone: (913) 851-5155



Management and Customer Service experience of over thirty years.
Technical aptitude in Telecommunications and Information Technology industries.
Proven track record in Project and Program Management.
General experience includes the areas of Application Development, Call Center Management and Technologies, Knowledge Management, Data Center and Desktop Virtualization and Telephony.
Specific Telecommunications experience includes Public Switched Telephone Network, SIP, VoIP, PBX, ACD, ICM, IVR/CVP/GVP, CTI, SBC, and Media Gateways.


Object Technology Solutions, Inc. (February, 2014 to March, 2020)

Kansas City, MO


Sr Technical Project Manager • Object Technology Solutions, Inc.

·         Project Managed Business Transformation and Integration of (CC&B) Oracle’s Customer Care & Billing for IVR Portal Interfaces to include (External) Credit Card Processing and Outage Reporting as well as Outsourced Bill Print/Archiving Vendors.

·         Agile Project Managed .NET Developed in house Inquiry Management System via agile delivery framework with Scrum Master, PI Planning, Sprint Planning and Resets, Tracking (V1), Standup Meetings, Sprint Demo Reviews.

·         Managed Verint Knowledge Management deployment.

·         Managed Nice (IEX) Workforce Management upgrade and Performance Management deployment.

·         Managed deployment of Citrix ShareFile (including NetScaler DMZ infrastructure)

·         Project Manager – PeopleSoft Financials Upgrade 9.1 to 9.2 including upgrading ReadSoft and deployment of Mobile Approvals application.

·         Consulted and Managed upgrade of Genesys (TDM) IVR platform from v7.1 to (SIP) GVP v8.6.

·         Worked with Telco in designing and architecting voice and data networks for Genesys 8.6 Platform.

·         Manage relationship and MSA/SOW contracts between Client, Vender, and various Solution Integrators.


Symbioun Technologies, Inc. (August, 2013 to February, 2014)

New Century, KS


IT Project Manager • CenturyLink

·         Responsible for the full lifecycle of managing application development, analysis & design for integrated service order management & provisioning as well as network inventory systems.

·         Manage the development activities and deliverables on time with client satisfaction in an international working environment with matrix resources in difference locations and time zones.


American Airlines               (January, 2011 to August, 2013)

Dallas, TX


Sr. Project Manager

·         Managed the successful implementation of a Genesys infrastructure and converging 17 disparate ACD’s into a singular global reservations SIP solution.

·         Work closely with business leaders, IT staff and management in responding to call center technology issues as well as participation in strategic planning and project work.

·         Capture, develop, document, and implement standard, integrated delivery and support processes across all of the business units deploying the Genesys contact center solution.

·         Meet regularly with each business unit’s reporting staff and Infomart SME to ensure reporting needs are met at launch.

·         Coordinate training and knowledge transfer efforts and report status of these efforts to ensure contact center representatives are prepared to utilize the new system at launch.


nextSource              (May, 2010 to December, 2010)

Kansas City, MO


Telecommunications Analyst • Asurion

·         Responsibilities were to analyze data and make recommendations for telephony application processes, call flows, and IVR application improvements.

·         Analyze and document reporting discrepancies in SQL, Business Objects and all other technical components used in reporting.

·         Work closely with Care Reporting Team to ensure data integrity and accuracy in reporting data.


TEK Systems          (June, 2009 to May, 2010)

Kansas City, MO


Technical Project Manager • Asurion

·         Contracted to work closely with the Sr. Director of Technology Products and the Sr. Director of Care Voice Channel to deliver telephony solutions and enhancements supporting Asurion’s 70 million wireless customers around the world.


·         Accountable for the overall project administration, including planning, directing and controlling resources for the largest provider of technology insurance products in the world.

·         Facilitated meetings and conference calls to discuss program action in delivering a consistent telephony platform presentation with service and reliability that meet Asurion’s technical architecture and standards.


Sprint Nextel           (June, 2001 to March, 2009)

International Business Machines (August, 2004 to February, 2006)

Overland Park, KS


Technical Project / Program Manager

·         Focus was in delivering customer care calls over MPLS via Cisco Unified Contact Center Enterprise.  I led a team of in-house and IBM developers to deliver ubiquitous intelligent contact routing, IVR call treatment, and CDMA over-the-air service provisioning by means of network-to-desktop computer telephony integration (CTI).

·         Provided technical design expertise and project management of complex technology solutions including Avaya/Aspect ACD and IP Telephony; Unified Messaging; Unified Communications; and Contact Center infrastructure including: Computer Telephony Integration, Interactive Voice Response, Intelligent Call Manager, and other innovative Contact Center telephony applications to support a globally diverse enterprise.

·         Directly supervised and led the activities of a team of application developers and was responsible for the successful completion of project assignments as measured against documented Tower Site Development requirements, design, and project plan.  Maintained effective collaboration of all business and IT parties to deliver on commitments.

·         Managed the delivery of Knowledge Management Program to provide enterprise-wide information that was consistent across all channels and touch points.  This effort yielded a $25 million dollar cost savings over 3 years due to Reduction in Average Handle Time (AHT), improved financial margins through call avoidance, and increased customer satisfaction and loyalty

·         Managed all aspects of customer care CRM software development lifecycle including requirements, architecture, design, development, test, implementation and post production support.

·         Partnered with business unit to integrate existing IVR with Virtual Hold Technologies, a queuing solution that affords the customer the ability for a scheduled callback.

·         Redesigned call routing platform to enable telephony integration with outsourced vendors.

·         Partnered with outside vendor to develop and implement software technology to record verbal binding contract commitments.

·         Subject matter expert in automating the IVR scripting to give customers the ability to manually activate and program their Sprint wireless handset.

·         Managed deployment of Genesys CTI and development of enterprise business application integration.



Coleman and Associates Enterprises, Inc.     (October, 1998 to June, 2001)

Norfolk, VA


Broadband Support Program Manager • Verizon

·         Previously managed two Verizon ADSL and ISDN Support Contact Centers with 350+ personnel.

·         Consulted executives on the integration and merger of two Support Centers for NYNEX and Bell Atlantic service regions and subsequently Verizon and GTE.

·         Managed Verizon’s regional operations with a high technical aptitude of ISDN, ADSL, personal computers, networking topologies and interaction of computer software with customer premise equipment devices for Business and Residential customers.

·         Responsible for resolving 2000+ trouble calls per day with multi-tiered support structure. Provided local and company-wide technical training for Verizon ISDN, ADSL service delivery, features, functionality and any customer premise equipment sold and supported by Verizon.

·         Guided Quality Assurance department on maintenance and upkeep of on-site training content, knowledge management, and technical data required to rapidly isolate customer troubles.

·         Provided comprehensive reports on all call center activity to Verizon. Administer employment, payroll, schedule, benefits, and policies of local contract consultants.

·         Implemented Aspect TCS Scheduling System.  Ensured compliance and adherence to working operational schedule.

·         Demonstrated the ability to effectively manage contact centers that yielded results and exceeded customer’s expectations.


Fujitsu Consulting & Integration Services, Inc.         (May, 1997 to October, 1998)

Virginia Beach, VA


Account Manager • Bell Atlantic

·         Managed Bell Atlantic-North [NYNEX] ISDN Technical Support Call Center team of twelve employees.

·         Arranged and instituted the setup, design, and implementation of the Technical Assistance Call Center.

·         Responsible for resolving 175 trouble calls per day with 12 Help Desk Technicians.

·         Administered local and company-wide technical training for Bell Atlantic ISDN services, features, and any customer premise equipment sold and supported by client.  Maintained on-site technical data required to rapidly isolate customer troubles.

·         Disseminated Bell Atlantic policy and procedures as they pertained to ISDN services.  Final authority on handling irate customers.  Represented Bell Atlantic in a courteous and professional manner.

·         Processed comprehensive reports on all call center activity to Bell Atlantic.  Administered employment, payroll, schedule, benefits, and policies of local Fujitsu consultants. Originated and achieved a call center that produced results that exceeded client’s expectations.



Genesys University

Successfully completed courses in the following:

·         Genesys – Framework Deployment

·         Genesys – Routing Design


ExecuTrain, Virginia Beach, VA

Successfully completed courses in the following:

·         Windows Core Technologies

·         Windows NT Server Support

·         Microsoft  Advanced Access, Excel, Word, and PowerPoint

George Washington University (ESI), Washington, DC

Successfully completed courses in the following:

·         Managing IT Projects

·         IT Risk Management

·         Network and Telecom Principles for Project Managers

University of Kansas, Lawrence, KS (1984 to 1986)

·         Undergraduate Studies – Business Administration

References will be provided upon request.