Robert Sullivan CISSP, CISM

Experience

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  EquiServe

  Oct 1992 - Oct 2000

  Various up to Director of Telecommunications

  Director of TelecommunicationsPromoted with increased responsibilities to include management of interactive response analysts and programming resources. Lead corporate-wide telecommunications initiatives. Manager, Voice Services: Lead New England Voice Services (telecommunications) team. Administered private branch exchange (PBX), voice mail, interactive voice response (IVR), call data records (CDR), video, and voice recording systems. Unit Leader: Worked directly with Fortune 500 clients in developing investor relations strategies while managing more than 40 staff members and three supervisors.Business Systems Analyst: Gathered, documented, and translated into Functional Specification Plans the business requirements within a call center environment. Functional Specification Plans included, but were not limited too: system development specifications, testing documentation, and equipment capacity requirements. Show less

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  Stream

  Nov 2000 - Mar 2006

  Positions up to VP Global Telecommunications

  Vice President, Global Telecommunications: Responsible for all telecommunications operational and capital expenses. Managed all IT carrier and telecommunications vendors. Served as executive for all facets of voice over internet protocol (VOIP) projects globally. Analyzed new site opportunities in Africa, Asia, Latin America, and North America.Director, Telecommunications and IT Client Services: Lead North American Telecommunications team. Deployment included over 6,000 call center seats at 12 sites in US and in Canada. Director, IT Client Services: Managed all IT activities related to the integration of new clients into an operational, steady state environment. Designed and implemented IT professional services to increase client retention and revenue. Show less

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  Exony, Inc

  May 2006 - Jan 2010

  Director of Sales

  Lead business acquisition activity for the United States and Canada. Manage all aspects of the client sales business cycle including: RFP Responses, State of Work drafts and negotiating software sales with external client contacts/integration vendors.Created, implemented, and managed messaging, policies, and procedures that drove 20x increase in deployed licenses. Empowered an average 2x increase in deployed licenses year-over-year for 7 years. Sold complex value add solutions based solely on client business benefit.Initiated, maintained, and expanded client relationship insuring revenue continuity and reference opportunities.Sold the largest client ever acquired by the company leading to over $6.7 million in license revenue, over $3 million in services revenue, with an annual support and maintenance revenue stream of over $1 million.Achieved the first North American sale lead by regional sales team and first North American Integration partner agreement and sale.Acquired clients in the cable, financial, government, and retail sectors.Highest achieving North American sales representative for 2 of 3 year tenure (2007 to 2010) Show less

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  Exony

  Jan 2010 - Nov 2014

  Director of Business Consulting

  Manage service delivery relationship with Exony’s largest clients. Providing leadership on complex deployments, designing client specific solutions, and increasing the base of business conducted with the clients. Designed new features and products to capitalize on core solution competency. Expanded the functionality set to areas that offer new revenue streams and to capture market share from solutions competitors.Increased corporate revenues by $3 million by serving as business design architect, and product manager for development projects that included Cisco Customer Voice Portal IVR Reporting (CVP), Cisco Unified Call Manager Reporting (CUCM), Cisco Unified Voice Mail reporting (CUVM), and Advanced Provisioning (EAP).Designed and Managed Delivery of solutions for Fortune 500 companies focused in Banking, Cellular, and Insurance Industries.Served as primary account escalation Executive ensuring client retention and integration of process improvements.Established company wide service solutions targeting best practices and customer satisfaction.Provide leadership and mentoring to NA services staff including the development operational standards and policies. Show less

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  EGain Corporation

  Nov 2014 - Oct 2015

  Director Management and Analytics Professional Services

  eGain acquired Exony in August of 2014.Lead global organization of 20+ staff over 3 continents (NA/Europe/Asia). Including all aspects of delivery (professional servers/training), contractual, and served as primary sales resource for major revenue projects.Transformed delivery model increasing profit margin by 17 points while supporting greater flexibility in client solution offering.Reduced operational costs by 25% by integrating corporate presales support activity, redesigning training delivery, and increased efficiency in global project management utilization.Developed standardization models to empower partners to construct and bid hosted services solutions utilizing company software and services. Show less

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  Agero, Inc.

  Oct 2015 - now

  Reporting to the Chief Digital Officer, directly responsible for Cyber Security, the Site Reliability (L1/L2), Cloud Operations DEVOPS, Systems Management, Database Management, Data Networking, End User Support (Desktop Technology), Zero Code Programing, IT FinOps, IT PMO and Telecommunications teams. Leadership in platform design and deployment, uptime and resiliency design/execution, vendor negotiation/management, and total cost of ownership analysis/controls. Executive responsible for run the business, uptime, and relationship with business operations. Show less Reporting to the Chief Digital Officer, directly responsible for Cyber Security, Site Reliability (L1/L2), Cloud Operations DEVOPS, Systems Management, Database Management, Data Networking, End User Support (Desktop Technology), Zero Code Programing, and Telecommunications teams. Leadership in platform design and deployment, uptime and resiliency design/execution, vendor negotiation/management, and total cost of ownership analysis/controls. Executive responsible for run the business, uptime, and relationship with business operations. Show less

  • Chief Information Officer (CIO) / Chief Information Security Officer (CISO)

    May 2021 - now

  • Vice President Technology Shared Services

    Aug 2020 - May 2021

  • Senior Director Network Engineering and Infrastructure

    Jun 2018 - Aug 2020

  • Director Network Engineering

    Oct 2015 - Jun 2018