IT Consultant 3

Zalto.com is a spin-off of Telenor Mobile with an emphasis on addressing the young adult market for pre-paid GSM, short messaging, chatting and games via mobile. As a start up operator and a provider of multi-media services, Zalto.com required the rapid deployment of a billing and customer care platform to meet their aggressive go-live plans.

Responsible for managing the project that included gathering and documenting requirements, performing the gap analysis, identifying customizations that were required to the billing system, organizing training at the customer site, implementation of the system, migration of partial data from external systems used by Telenor Mobil and for delivery and go-live decisions.

Implemented mediation, rating, billing, customer care, dealer management, tariff administration modules for the start up operator within a six month period.

Implemented a fully graphical based application for tariff administration that enabled non-technical business users to create tariffs and services without programming.

Enhanced the customer care module to allow web access by Zalto.com customers to gain access to their accounts and on-line bills.

MobilCom is a GSM service provider with more than 5 million subscribers. MobilCom needed to upgrade their internal billing system to include capabilities for network operator based services, dealer management, inventory management, billing enhancements for 3G, on-line bill presentment, customer care and CRM enhancements, IVR integration and web enabled customer care features.

Responsible for managing the Libertis billing enhancements project that included defining business unit requirements, managing change, managing customer relationships, coordinator with third party relationships (systems integrators and vendors), enhancing billing processes, managing business unit training, system implementation and roll-out.

Established and leveraged off-shore resources to perform technical implementation of the Java based billing system.

Implemented web based applications for customer care and on-line bill presentment which enhanced the abilities of the customer service department to more proactively service their customers.

Enabled a sales channel for customer service representatives to actively up-sell and cross-sell services

Enhanced the functionality and performance of the billing platform to ease the effort of the billing operations center, process rating and billing in one-third of the time and to improve the provisioning of customers more rapidly.

Project resulted in the MobilCom customer service being awarded second place for the Germany quality service award in 2001.

Best Energy was established in the privatized utilities market to provide low cost utilities services throughout Germany. As Best Energy’s customer based grew, they decided to migrate to a commercial billing and customer care system. Initially involved in the pre-sales activities for winning the bid for the vendor. Eventually assumed responsibilities for managing all aspects of the discovery, gap analysis, data migration and project implementation.

Responsible for the coordination between Best Energy’s business units and the billing system vendor. Managed the development of features to transform a telecommunications based billing and customer care platform to include features for utilities service providers. The functionality developed in the billing system later evolved to being marketed commercially within the European utilities market.

Key deliverables were able to go live within a three month period, and Best Energy was able to discontinue use of their old billing applications and tools after five months.

Managed implementation resources that were located in Germany and the United States, and coordinated activities to ensure that schedules were properly managed across both development facilities.

Served on the projects control board as the representative for the vendor and provided accurate project delivery dates, change requests and risk mitigation strategies.