Lyn S. Gulbransen
Sacramento, Ca. US
+1 415 290 6844/ +1 916 482 7717
Project and Operations Management
Summary
Experience
Independent
Consultant- Sacramento Ca. Sept 04- present
First Security Loans,
Santa Rosa – Wireless 802.11 hotdesk network implementation
Private Party- Home network rebuild
Conversus Media Limited – Business plan evaluation
and rewrite
Be* Unlimited
Head of Broadband Call Centre Migration – Consultant – London UK
·
Role: Examination,
evaluation, recommendation and implementation of the migration of a 30 seat
24X7 ADSL2+ LLU call centre from its previous to the new call center partner.(India
to Bulgaria)
§
The project was
so successful that the company not only saved £24,000 in OPEX while increasing
agent count, but increased customer satisfaction by 50% and satisfied buyer
(O2) so that the sale of the company went forward. The best part is the pride I
felt at having launched a confident and talented team in such short order.
§
Performed RFQ
evaluation, selection of partner, hiring and training of agents, contract
negotiations, ACD implementation, IVR and data access.
§
Met with decision makers, systems owners, and end users to define business,
financial, and operations requirements and goals
§
Reviewed and analyzed the effectiveness and efficiency of existing call
center and developed strategies for improving these capabilities and prepared and delivered reports, recommendations, and alternatives that
addressed existing and potential trouble areas with call center across the
organization
§
Change management
and assessment of impacts and implications throughout project timeline,
including development of strategies, readiness assessment, development of
training and communications
§
Coordinated with internal and offshore development groups
§
Safeway - Customer Service evaluations for a large retail
chain
§
L’Estasi Dolce Planned dialogs and table design for product demonstrations
and trained demonstrators.
§
Crema Italia - Planned
dialogs and table design for product demonstrations and trained demonstrators.
Generated sales to reduce stock by 75%
§
Fairfax Public
Access Television -Evaluation and correction
of DNS errors Future proofed DNS implementation to avoid further discrepancies
Brightview Internet
Services
March 2002 – June 2004
Head of Broadband
Operations, London UK
Work for Friends for Free Feb. 02 - March 02
Adevia Limited
Director of Access Technologies, London UK Aug 2000 –Feb. 02
Adevia was a “start-up” Telecoms Company
focused on a pan-European aggregation of diverse broadband access technologies
and security services to serve ISPs through a common interface. Comms Week International
at one point, described Adevia as “Most Exciting Telco”.
·
Lead a team of
engineers to define Adevia’s products, including gathering European market
research information on telecommunications.
·
Responsible for
the quality of the end-product Adevia delivered to its customers. In this role, became involved in all aspects
of product delivery, including operations and network planning. Key outputs
included:
Ø network infrastructure design with ultimate
responsibility for final CPE selections including those for security products;
Ø definition of
the internal provisioning flows [a very complex part of the business
given the number of suppliers] and the design of an e-bonding interface which
enabled Adevia to operationally link its network with the network of its
suppliers and customers;
Ø identification and localisation of an IP/VPN product
for the European market
Ø setting internal operating procedures for the security
of the corporate network and data centres
·
Acted as the key
technical resource for strategy, sales, marketing and human resources.
investment
opportunity to Doughty Hanson & Co, a Tier 1 Venture Capital firm
XO Communications Sept. 95 – Aug. 2000
Manager of Advanced Network Engineering, California
Various positions held at InterNex, Concentric, NextLink, XO. (InterNex was an early and highly innovative Silicon Valley ISP, acquired by Concentric Networks in 1998. Concentric was acquired by US CLEC Nextlink in 2000. Nextlink subsequently changed its name to XO.)
·
Directed the
technical, operational
and support development of all access products (SDSL, ADSL, IPVPN) and CPE through
to launch readiness.
·
Technical product
definition and documentation for support of US 50 state implementation of PPPoE
over DSL access.
·
Product implementation
of bi-directional satellite access product.
·
Alpha testing of
NextLink’s national DSL DSLAM deployment, CPE configuration; defined test
strategy & network acceptance criteria.
·
Advisory role on
proposed Concentric DSL UK launch viability (BT DataStream vs. IPStream vs.
LLU); negotiated trial with Versapoint in the Netherlands.
·
Provided
direction to corporate trainers, Network Operations, Provisioning, and
technical documentation to Level 1, 2 and 3.
·
Technical product
and support implementation of SBC’s (Southwestern Bell, PacBell, Ameritech) initial 13 data products.
Emerging Technologies Engineer
Network Engineer
· Phone and desk side support for 30+ staff and 450 students
· In service and training district staff on systems, software and internet access
· Developed integrated computer curriculum for grades K-6
· Taught 15 integrated tech sections each week to student groups of 30
· Assessed needs, delineated and coordinated purchase of equipment and software
· Founding Member: Sonoma State University K-12 Education Online Network
· Member: CUE (Computer Using Educators)
· Member: CRPUSD Technology Plan Writing Committee.
· Software Evaluation: CalTIP (California Technology Information Project
Presentation Experience
“Support of Home Media Networks”, IEEE DSL World Forum, October 2001
“Provisioning” - DSL Forum Technical Strands, Vienna, Austria 1999
“CPE Configuration and Management” Montreux, Switzerland 1999
“Operations and Network Management” Washington DC, USA 1999
Prior Experience upon request
Education
PMI membership ID: 929819
Red Cross Disaster Training: First Aid, CPR, Mass Shelter, Logistics 2005
BT EcO Certification, London UK 2003,
Shasta Certification, Santa Clara, California
Redback Certification, Santa Clara California
Training on various CPE; Netopia, Siemens Efficient, Cisco, Samsung, 3Com, DLink, Netgear, Motorola, Copper Mountain, Linksys, Trancell, ECI, Allied
Cisco Certification Classes, Santa Clara California: TCP/IP,
Basic Cisco Router Configuration, Advanced Router Configuration 1996
Sonoma State University; Rohnert Park California. Psychology 1969-1971
American River College; Sacramento, California. General Education 1968-1969