Diana Carter

Experience

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  C&P Telephone

  Jan 1979 - Jan 1985

  Telecommunications Engineer

  Responsible for software translations of electronic switching systems in the D.C. metropolitan area. Also responsible for configuration of CENTREX and tandem networks for civilian, government and military installations including the Pentagon. Received extensive technical training as part of a management development program.

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  Bell Atlantic

  Jan 1985 - Jan 1998

  Sr. Member of Technical Staff

  I held several positions with Bell Atlantic during this period. (Bell Atlantic is now Verizon.) Senior Member of Technical Staff—Services Technical Planning (1993-1998)Led all technical aspects of product development process for interactive, enhanced services solutions. Products included Hosted Voice and Fax messaging, Advanced Intelligent Network (AIN) services and Interactive Voice Response services. Manager—Signaling Network Architecture (1988-1992)Managed technical planning for SS7 Intelligent Network within Bell Atlantic’s voice network, including AIN services, CLASS and ISDN. Defined network architecture and specified the requirements for switching systems and STPs. Represented Bell Atlantic at T1S1 national standards meeting, chairing a sub-committee. Contributed to development of the Signalling Connection Control Part (SCCP) ANSI standard. Manager—Access Planning (1987-1988)Developed methods and policies for network interconnection with interexchange carriers. Developed plans for Access Services. Focused on Signaling System 7 (SS7). Manager—Technical Regulatory Planning (1985-1987)As technical advisor to Bell Atlantic's Legal Department I analyzed opinions in legal proceedings and wrote content for legal pleadings before the FCC and Department of Justice.As advisor to the Technology Planning organizations I developed recommendations to ensure technical regulatory compliance. Show less

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  Call Technologies, Inc.

  Jan 1999 - Jan 2000

  Director of Product Management

  Managed product line for the enhanced services division of a telecommunications software company, culminating in its successful buyout by 3Com. The product became known as 3Com CommWorks.Target markets were LEC, CLEC and ISP markets with both circuit-switched and packet-switched networks.The product line encompassed Voice Messaging, Unified Messaging, Web Portal / Web Messaging and Converged Network Solutions.

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  Nortel Networks

  Jan 2000 - Dec 2002

  Major Account Manager—Periphonics Portal Solutions

  Acquisition and penetration of named service provider accounts, including opportunity development, account planning and account management. Closed 510% of annual quota in first year. Products included hardware, software, professional services, and speech recognition licenses. Services included IVR, Speech Recognition, CTI and ACD solutions.

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  Periphonics

  Jan 2000 - Jan 2002

  Major Account Manager

  Same company as Nortel Networks Portal Solutions Division during this period. See above listing for Nortel Networks for details. (Separate listing in LinkedIn for name identification purposes.)

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  Sprint

  Dec 2002 - Jul 2004

  Sr. Contact Center Solutions Executive—Sprint Business Solutions

  Responsible for complex technical sale of Sprint solutions to major and strategic enterprise accounts in the mid-Atlantic region. Focus was on high-end Contact Center market and Voice Solutions portfolio.Products sold included Contact Center and Voice solutions: --Contact Center: Hosted IVR, Speech Recognition, Contact Center, Intelligent Call Routing, CPE, Consulting & Professional Services. --Voice: Inbound, Outbound, Conference Calling, Voice VPN and Calling Card.

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  Telephony@Work

  Aug 2004 - Sept 2005

  Regional Sales Manager—Mid-Atlantic

  Opened new enterprise sales territory in the mid-Atlantic region. Product was a hosted service for multi-channel, multi-site contact centers. Provided an integrated solution for routing, queuing, IVR, CTI, outbound, call blending, unified messaging, monitoring and recording across all media types (voice, web, email, fax).

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  Integrated Research

  Sept 2005 - Oct 2006

  Sr. Account Manager—East

  Quota-bearing responsibility for sales to major accounts in the Eastern Time Zone, including Canada. Sold directly to the Financial and Utilities markets. Teamed with VP of Business Development to target the Systems Integrator channel. Product was Prognosis, a software suite for fault and performance management of IP Telephony systems.

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  Verizon Business

  Dec 2006 - Oct 2007

  Sr. Business Solutions Consultant—Contact Center

  Quota-bearing responsibility for sales of contact center solutions to Corporate accounts headquartered in the Washington Metropolitan Area - all market segments.Product portfolio included contact center hosted and managed services, CPE, applications, IVR, communications services and professional services. The focus was sale of total virtualized solutions for contact centers, teaming with other specialties such as Unified Communications.

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  Sprint

  Oct 2007 - Mar 2008

  Sr. Convergence Specialist—Sprint Nextel

  Responsible for complex technical sales of IP Trunking, IP Telephony (hosted and CPE) and Fixed Mobile Convergence solutions to Enterprise accounts in the DC, MD and VA area. National presenter at Executive Briefing Center.

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  Verizon Business

  Apr 2008 - Aug 2011

  Sr. Business Solutions Consultant—Contact Center

  Quota-bearing responsibility for sales of contact center solutions to Corporate accounts headquartered in the Washington Metropolitan Area - all market segments.Product: Product portfolio included contact center hosted and managed services, CPE, applications, IVR, VoIP communications services and professional services. The focus was sale of total virtualized solutions for contact centers, teaming with other specialties such as Unified Communications.

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  The George Washington University

  Aug 2011 - Jan 2013

  Graduate Student
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  NexVortex, Inc.

  Aug 2013 - Dec 2018

  Technical Writer / Editor / Knowledge Manager / Confluence Administrator

  My initial project for nexVortex was to plan, create and maintain a full documentation suite for new hosted contact center solution:-User guides: Agent Manual, Supervisor Manual and Administration & Configuration guide-Getting Started Guide-Phone Pre-Provisioning Guide-Post-sale implementation docs: Planning Guide, Planning Worksheets and Call Flow Creation-On-Screen PopUp Help-API Specification-Internal Provisioning Guide-Outbound Campaign Manual-Reports Manual-Operations Guide-Four Planning Articles for clients: Business Continuity Planning, How to Test Your Contact Center, Right-Sizing Your Contact Center, Helpful Resources-Trainer Guide-OnLine Help Manuals: Using RoboHelp, I later created on-line user guides for this productMy second project was the development of a Content Management System (CMS) for corporate documentation. I created the framework and developed the CMS using Atlassian Confluence Server. I curated existing content, created new content, maintained existing content, administered the system and trained new users. Other projects followed, including documentation for: -several new services, e.g. hosted PBX, several SIP services and a fax service-internal product support guides-implementation and provisioning manuals-quick start guides-response to RFP, including creation of an RFP response template-Word templates: created new templates from scratch to standardize corporate content-PowerPoint templates: created master and layout slides for several corporate templates -complex process flows using Visio-case studies for marketing-editing of various documents, including corporate policy manual, accounting manual, process manual, job descriptions, customer correspondence templates Show less

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  The George Washington University

  Jan 2019 - Jun 2020

  Graduate Student