The Portfolio of John A. Evans

SEE DIAGRAMS AND FLOW CHARTS HERE

Apropos Call Center Interaction Software- An internal project to improve Geotrac's Customer Service Call Center. Improvements included better management and reporting tools such as skill based call and email routing. Responsible for developing and proposing the project. Planned the upgrades to telecommunications and designed the call flows, identified the best possible software to fit the needs of the company and gained executive approval to implement the project. Project managed all aspects of installation and implementation. Managed a budget of $400,000 and brought the project in on time and under budget. Became the resident developer, administrator, and support person. The project allowed for over 5000 additional calls per month, 8,000 emails, a reduction in staffing, and ROI realized in just 18 months.

Faxing Over VOIP- The intent of this project was to lower Geotrac's telecommunications costs on the 10,000 daily outbound faxes. Identified the appropriate technology, designed the redundancy and implemented the solution, and managed 2 outside vendors during the installation. This project reduced Geotrac's costs by $10,000 per month for the first two years and then the company was able to negotiate a long distance contract that drastically reduced costs further.

Inbound Faxing- Developed and proposed the project designed to eliminate 30 B1 telephone lines and over 30 fax machines to reduce costs and improve efficiency. Identified the most appropriate software solution, gained the support of the executive management team, and managed the entire project from project planning to completion and support. Managed a budget of $30,000 and brought desktop faxing to more than 50 users and tied the routing of call center faxes through the Apropos system (See description above). Project came in on budget and finished earlier than anticipated. Company achieved their return on investment (ROI) in 6 months.

Volume EDI Solution- This project was designed and implemented for one of Geotrac's largest customers, Standard Federal ABN AMRO. The EDI system was to handle any amount of orders from 8 to 10,000 per day. Sole support person responsible for communication between Standard Federal's IBM mainframe and Geotrac's AS400. Customer dictated utilizing Bisync Communications and Geotrac installed Sterling Software. This project grew Standard Federal's business with Geotrac by 50%.

GeoCompass- A Visual Basic custom written software for product ordering and delivery. It was a first of its type in the Flood Compliance Industry. Tracked code defects and designed qualitative and quantitative tests for the development team. Wrote the operations manual and built the knowledge database. Project managed large-scale upgrades and performed customer support in Windows 3.1, 95, and 98 and NT. This project eventually became 35% of GeoTrac's annual revenue and was used by over 800 of Geotrac's customers.