Daniel Musat, PMP, ITIL, MSc
Director IT Consulting, Toronto, Canada
(031) 810-6195, pmi3c@yahoo.ca
Str. Victor Eftimiu, #4, Apt. 33, Bucuresti
2009 – ITIL v3 Certification, Pink Elephant / Loyalist Certification Services
2008 - Project Management Professional (PMP) Certification - Project Management Institute, Toronto
2002 - 2009, Member of Project Management Institute
2002 - Project Management certification, Brainbench, Master Level
2001, 2002 - Complete training in the PMI certification curriculum
Education
1981-1986, Master of Science in Computer Engineering, University Polytechnic Institute, Romania
1976-1980, Baccalaureate, School of Informatics, Romania
Industry Experience
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12 years in Project Management, PMP certification and PMI member; complex projects, large
budgetary responsibility ($50K to $6M), collaborative, relationship management, team leadership of 5 to
30+ project technical and business resources, working with all enterprise LOBs, matrix or functional
22 years in Information Technology and Consulting, ITIL v3 Certified, with experience in Telecom,
Contact Centre, High-Tech, Financial Services, Consulting industries, working for Cisco, Telus, Bell
Canada, Allstream, Rogers, IBM and their client projects at RIM, Apotex, Manulife, BMO, RBC
Technologies Expertise
PROJECT MANAGEMENT
Project Management: PMI practices, PMBOK, PMI member, PMLC, PPDIOO, SDLC, RAD, PMP Certified
Tools: Microsoft Project, Microsoft Office (Word, Excel, PowerPoint), Visio, SAP, WebEx/Meeting Place,
eRoom, SharePoint, Voice Conferencing and Web Collaboration workspace (and other document archival
environments), Time reporting and availability management tools, Mailer list manager, Calendars, Meeting
rooms and facilities management tools, Outlook, IBM Lotus Notes
CALL CENTER / CUSTOMER RELATIONSHIP
Telephony / PBX/ ACD: Cisco CallManager, Unity, MeetingPlace, IPCC, Avaya 8700, Nortel, Aspect
Call Center Scheduling (Workforce Management): Aspect eWorkforce Management, IEX, TCS, Witness
Computer Telephony Integration (CTI): IP Softphone, CallPath, Softphone development
Interactive Voice Response (IVR): Speech Recognition and DTMF
Customer Relationship Management (CRM): Kana, Vantive, Service Desk
SOFTWARE APPLICATION DEVELOPMENT
Programming: C, C++, Visual Basic, Java, VisualAge
Operating Systems: Windows Desktop and Server, Terminal Server, Citrix, UNIX, AIX, OS/2
Database systems: Oracle, Sybase, MS SQL Server
Methodology: OOD/OOP, RAD, SDLC, JAD, Client/Server, QA, ISO9000
Quality Assurance: Planning, Test planning, UAT, QA process auditing, Build of test facilities / lab, problem
determination and resolution, scripts and test application development
Networking: TCP/IP, Ethernet, Token Ring, RF Networks, X.25, VPN, WAN, LAN, T1, Voice Networks, Novell,
Microsoft, UNIX, SNA, DNS, DHCP, NAT, DMZ, Hubs, Routers, Firewalls
Daniel Musat - Resume
PROFESSIONAL EXPERIENCE
MOST RECENT 5 YEARS – Director IT Consulting / Owner offering PROJECT
MANAGEMENT and CONSULTING in Telecom and Contact Centre Solutions for
Telecom / IT Service Providers (IBM, Bell Mobility, Cisco, TELUS and Allstream)
JUN 2008 - PRESENT, SR. PROJECT MANAGER / CONSULTANT
Project Management and Consulting for Enterprise Communication, IT and Business projects.
Responsibilities include work with team to gather and document project requirements and formalize project
delivery in terms of Project Management plans development including risk, scope, cost, schedule and
communication, followed by project execution, monitoring and control from initiation to closing following
appropriate PM methodology, build teams and monitor performance, facilitate reaching agreement and
commitment with various groups involved, working with stakeholders, management and sales, maintain control
over changes in needs and priorities, with some flexibility within project constraints, control the project
documentation, risks and plans, mitigate conflict and risks resolution, and handle all project financials all the
way to formal closure.
Tools used: MS Project 2007, Microsoft Office (Excel, Visio and PowerPoint), internal PMO methodology and
templates, internal HW/SW and Prof. Svc. Ordering and Asset management tools and processes, Financial
management tools (Labour estimates and management, SOW/costing, Invoicing,
Projects:
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Sr. Project Manager at IBM Canada, Global Technology Services, managing large infrastructure projects in the Web Hosting
Services department, in an outsourcing context for financial services clients: SiteMinder Infrastructure migration to R12,
including Apache infrastructure upgrade to v2.2 and deployment of new SUN servers (Web application authentication), Project
Planning for entire Enterprise Servers infrastructure Refresh including using methods such as Virtualization, work within the
PMO, Account Management, Procurement, vendor partners, and the context of Global Service Delivery with work delivered
by resources in India, Argentina, Vietnam, USA and Canada.
Contact Centre Consulting for Technology RFP at Sun Life Financial- Current state, Future State Requirements,
evaluation/scoring planning, RFP project planning/scheduling, working with internal senior staff and external consultants.
Project Manager at Bell Mobility for new Wireless Solutions Value Added Systems developed in the area of Fault
Management (Prepaid system, Location Based Services, Roaming, Over the Air SIM Card Activation) and evolution of
Operational Support Systems for Fault and Performance Management, part of the new Wireless Network build for HSPA built
in partnership with TELUS.
Project Management Coach – within the context of PMI Southern Ontario Chapter continuous education programs, for the
situational coaching program, providing PMs of all skills advice, assessment of project issues and possible direction, career
advice, sharing best practices, providing support in areas where skills were adequate, and in general leading new PMs on the
path to continuous skills improvement by sharing experience. Career Coach for Project Management professionals supporting people with guidance and coaching in the area of their career progress and job and opportunity search - assessment
of skills and experience, practical methods to seek employment and career progress, networking and business development.
JUL 2007 - MAY 2008, CISCO CANADA, PROJECT MANAGER (contract)
Managing Advanced Services projects using the PMI project management framework and PPDIOO
methodology, for Bell Canada, TELUS Mobility, MTS Allstream, Bell Aliant, Research In Motion, Apotex.
Complex telecom infrastructure build and deployment of Unified Communication and Enterprise Networking
(Voice, Data and Wireless) projects, managing and leading teams of Network Engineers, collaborating with
customer project teams in a matrix / project format. Solution focus on CallManager, Unity and Unified
Communication, MeetingPlace and IPCC, IPV6, IP Multicast, QoS, and IOS to XR migration, managing a
portfolio of 11 successful implementation with labour projects cost valued at $1.8 million (with individual projects
$50K to $350K) within a larger multi million project total sale and leading collocated and virtual project teams of
10 to 20 resources for multiple overlapping/ concurrent projects, with durations of 3 to 12 months.
Received the North-American Advanced Services Quarterly Excellence Award.
Projects:
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BELL CANADA – implementation of Call Manager 5.1.2b including cluster failover, Cisco Unity 5.x, Cisco Emergency Responder
v1.3, Unified Operations Manager, CiscoWorks Voice Manager, and MeetingPlace Express v1.1; team of 9, delivered in 3
months; BELL ALIANT – IOS to XR Migration Planning, team of 7, over 2 months; presales consulting work on the next phase
project – actual migration execution.
(031) 810-6195, pmi3c@yahoo.ca
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Daniel Musat - Resume
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WORKERS COMPENSATION BOARD (Alberta) – Cisco Technology IP Telephony Infrastructure Demonstration in the WBC
(AB) Lab, part of the bid process. 22 resources (Cisco and IBM), completed in 2 weeks; Cisco/IBM won this significant bid. Our
team was awarded the Quarterly Excellence Award for the excellent work that helped win this bid.
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TELUS MOBILITY – Cisco IP Transfer Point Implementation, Phase 1 and 2, team of 15 resources, delivered over 11 months;
Cisco Mobile Wireless Transport Manager (MWTM) implementation – team of 3, delivered in 2 months.
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APOTEX – Application Control Engine (ACE) implementation on Catalyst 6504 chassis and as a separate Appliance, for load
balancing Microsoft Office Sharepoint Servers, SAP/Business Objects and Citrix Presentation Server applications, team of 8, over
4 months, value doubled as a result of pull-through activities
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RESEARCH IN MOTION – Call Manager Upgrade from 4.1.3 to v 5.1.x, Presence Server system build, with building a new
cluster platform and migration of existing configuration, including validation of all components in the LAB, team of 10, over 4
months; Full Cisco MetingPlace v 6.0 system implementation as a Crisis Management tool, team of 7, 4 months
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MTS ALLSTREAM - Feasibility Study and High-Level Design for deployment of IPV6, IP Multicast, and necessary changes to
QOS policies, team of 10, 4 months; Pre-sales consulting for next phase – Low Level Design and LAB Testing and Validation
APR 2005 - JUL 2007, TELUS, SOLUTIONS CONSULTANT
Contact Centre Solutions Consulting for clients in Financial Services (RBC, CIBC, Manulife, ATB), Utilities
(Union Energy), BPO Service Bureaus (Accenture Business Solution Unit), delivering Strategy and
Roadmap development for Telephony, IVR, Workforce Management, analysis of competitive industry trends
and product lifecycle management including migration from traditional Telephony to IP Telephony and
Converged Networks, requirements gathering prescribing technology solutions and TELUS products and
services including Hosted ACD solutions, Work-at-home contract labour business solutions and full
Business Process Outsourcing, and development of RFI responses and RFP bid responses.
Key consulting engagements:
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ROYAL BANK OF CANADA – IVR Strategy development for Enhanced Voice IVR, IVR Migration from legacy systems to speech
and Project coordination responsibilities
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UNION ENERGY - Evaluation of Economics for Strategic and Tactical Corporate Initiatives for Contact Centre Operational costs
reduction and Infrastructure Lifecycle management; Benchmarking, Best practices in Call Centre Operations Management and
recommendations for operational business improvement.
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FORTIS (AB) – Telecom system solution evaluation consulting, Technology Migration and Strategy Roadmap - IP Telephony /
Contact Centre, technology solution planning - Cisco, Avaya, Nortel; Call Centre Workforce Management
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LOYALTY MANAGEMENT/ AIRMILES – Consulting for Work-at-Home solution (people, process and technology)
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TELUS Internal – Contact Centre Strategy development participation and Project Management
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AMBERGRIS BPO- Review and recommendation of Call Centre Labour Flexible Sourcing and near-shore and Off-shoring
solutions
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ACCENTURE BUSINESS SERVICES UNIT (ABSU) – Technology Migration planning for various BPO wins – Hosted Contact
Centre system and IVR
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MANULIFE FINANCIAL – Call Centre Off-shoring to Philippines and Technology consulting; IP Telephony recommendations for
the current Bell/ Cisco telecom environment
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ATB FINANCIAL: Avaya Telecom system migration consulting
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Brookfield LePage Johnson Controls – Telecom Infrastructure Migration consulting
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MERIDIAN CREDIT UNION – TELUS CallCentreAnywhere – Business Process and technology migration consulting
OCT 2004 - APR 2005, BELL CANADA, PROJECT MANAGER (contract)
Project recovery and successfully delivery of enterprise-wide build and deployment of Call Centre
Workforce Management infrastructure for Bell Canada based on IEX TotalView technology. The project
management approach was specific to Bell Canada and aligned to PMI framework and methodology. Managing
$6 million project and large team from Bell Canada IT and 4 LOBs, BCE Elix and leading a team of over 32
Business and Technology Analysts, SMEs, Team Leaders and Technical Specialists (System Build,
Communications, Security, Developers, Database) and vendors (CGI, IEX, Calabrio), geographically dispersed
people/resources involving complex communication and collaboration across lines of business.
Project involved extensive and complex planning and communication, system and infrastructure build,
configuration, system integration, quality management, documentation, deployment planning and execution,
migration one by one of all LOBs from the old system (TCS, IEX, Calabrio) to the new IEX system, with the
complex data migration and new application configuration, Telecom Data networking connectivity for real-time
statistics collection, negotiation with management and communication to end user community for system
launch, training, process change management and the creation of new support model and transition to ongoing
support.
Responsibilities:
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Managing large team of IT, Business, Telecom, Vendors, contractors resources
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Scheduling and control of all activities and plans (work plans, activities, resource allocation and release)
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Management of project finances – labour, invoice payments, expenses using SAP
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Quality management audits and working very close to my quality assurance team
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Contracting vendors and resources for specific activities –effort estimates, POs, work authorization
(031) 810-6195, pmi3c@yahoo.ca
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Daniel Musat - Resume
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Regular status reporting to the leadership teams (Executives, IT Directors, Call Centre VPs)
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Work management, risk management and issues resolution using formal control processes
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Maintenance of all complex project internal and external communication
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Vendors management (IEX, CGI, BCE Elix, Univoc, Calabrio)
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Maintenance of the project documentation repository and many other activities
Feb 2004 - Oct 2004, ALLSTREAM, IT CONSULTANT
Member of a Contact Centre Solutions Consulting, a small and dynamic consulting team, offering complete
communication and call centre solutions from a Telecom Service Provider perspective.
Responsibilities included:
 Consulting projects, working with clients to define requirements and needs, evaluate and compare
products and services that fit these needs, assess and close solution gaps, wrap the entire package
into a client business solution based on Allstream solutions and translate client business needs into
revenue streams; Projects at TD BANK – ICM Strategy, SEARS – ICM Strategy
 Solution pre-sales activities including development of solution proposals and SOWs for consulting
engagements, development of RFP responses, RFQ, including solutions, pricing estimates, resource
needs definition, project timelines and specific activities estimates, identification of vendors and
partners needed to deliver complete solutions; Sales at WSIB (ON) – Telecom infrastructure, TD Bank
– Telecom, Allied International Credit – AIC, IBM Business Services Unit – Hosted Contact Centre,
LOYALTY MANAGEMENT GROUP – Telecom infrastructure for new location, SEARS – Hosted IVR,
TOYOTA – IVR Systems, TRANS UNION – Connectivity and IVR infrastructure;
 Product development, working with product managers in developing many innovative offerings and
working closely with Gartner consulting into evaluating and aligning market opportunities and leading
edge VoIP and telecom solutions. Products Hosted Contact Centre (ACD based on Avaya
Multivantage), and SpeechWorks IVR platform).
8 YEARS - PROJECT MANAGEMENT ENGAGEMENTS (contract)
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Jul 2002 - Dec 2003, PM CONSULT INC, Consulting and Project management with responsibilities for
Business development and Pre-sales for Communication solution and Web applications and IT
solutions development, development of RFP responses and unsolicited proposals for the Travel and
hospitality industry (on-line travel booking system), Web Customer Survey applications with database
analytics, and consulting for existing clients, proving solution recommendation for new Contact Centre
solutions (Workforce Management, IVR, CTI) and integration with new web technology. I coordinated
software development and bid management teams.
Jun 2001 - May 2002, CIBC, IT PROJECT MANAGER: managed the Enterprise Call Centre
Workforce Management system implementation, based on Aspect Workforce Management and
migration from earlier TCS version, from requirements gathering and solution evaluation through to
implementation. Business case development and budgeting consulting, proposal development for
Workforce Management system migration, management of the implementation for the replacement Call
Center Workforce Management system. Leading a team of 12 CIBC and Amicus technical and
business resources delivered the planning, business case, system architecture, design, implementation
planning, cost budgeting, system build, training, operational support planning.
Oct 2001 – Jan 2002, ELECTIONS CANADA, PROJECT MANAGER, REQUIREMENTS
DEFINITION, CONTACT CENTRE, responsible for managing the Business Requirements Definition for
the Public Enquiries Customer Contact Center, leading a team of 3 Business Analysts and collaboration
of 15 Elections Canada Subject Matter Experts (SME).
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Using Elections Canada’s SDLC, team developed the Business Model, identified Requirements, Data Model, and
Technology Architecture, Next Phase Plan and Cost estimate and Project resource requirements. Workshops,
presentations, reviews used in order to achieve the stakeholder acceptance. Studied past event statistics and worked
with outsourcing project team and EC management. The team managed focused on requirement definition for the
development, implementation or outsourcing of Customer Contact Center Technology and Web technology based
application.
Sep 1998 - Jun 2001 ROGERS, IT PROJECT MANAGER: reporting to Manager of Call Centre
Shared services, dedicated to Project Management hands-on of a multitude of Contact Centre solution
development and implementation. Worked with all Rogers LOBs, leading projects for applications
development, implementation and system Integration:
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Call Center Applications infrastructure Year 2000 Assessment, implementation of all necessary corrective actions
for CTI, IVR, Database and Reporting systems.
(031) 810-6195, pmi3c@yahoo.ca
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Daniel Musat - Resume
Workforce Management system implementation – Project lifecycle from Proposal, Planning, Build to Testing and
Rollout for Aspect eWorkforce Management 2000 and replacement of TCS 4 infrastructure with data migration /
conversion. Managed project schedule for over 20 IT and Business resources from various technical departments.
Computer Telephony Infrastructure Implementation (CallPath Enterprise), System build and implementation
lifecycle, softphone development and deployment, leading team of 8 internal technical staff, vendor staff and
contractors. During this project we worked on software integration with AMDOCS new Customer information system,
for agent CTI and IVR.
I.T. Disaster recovery planning for the Call Center Technology infrastructure: Project required reviewing
infrastructure in place, finding gaps, implementing alternative systems, correcting infrastructure and system problems
for Telecom connectivity, networking infrastructure, database replication, middleware and desktop applications, and the
creation of recovery plans and procedures.
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Dec 1997 - Aug 1998, XEYE INC, MANAGER, APPLICATION DEVELOPMENT: reporting to Senior
Partners, member of Management team of a new start-up focused on CRM development, managing
software development life-cycle, from building the team, work planning and schedule control, code
review, management of quality assurance, management of software architecture and development.
Development environment was C/C++, ActiveX under Windows NT and C/C++ under SUN UNIX,
Oracle Database System, ActiveX controls for Computer Telephony (COM/DCOM) interface,
development of Vantive forms and VisualBasic forms, Integration with Financial Planning applications.
During this time I studied the Canadian Securities Course.
Jan 1996 - Dec 1997, IBM CANADA, SR. DEVELOPER / ARCHITECT / TEAM LEAD for Call Centre
Technology: Reporting to IBM Director of Services, and Sr. Project Manager for Bank of Montreal
project, for the 2 years I was dedicated to a large project that has transformed BMO’s contact centre
infrastructure to a modern call centre infrastructure (IVR, CTI, Softphone, Fully integrated agent
application, eForms). This was a very complex project for our IBM team – over 25 resources - in the
development of applications for telephone banking Call Center, Customer Self-serve and ebanking.
10 YEARS - PROGRESSIVE SOFTWARE DEVELOPMENT POSITIONS
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Sep 1994 –Jan 1996, BELL CANADA, SOFTWARE DEVELOPER and coordination for Call Centre
Solutions: development of call centre technology, CTI, IVR, Integrated Agent Applications, Workforce
Management, Management Reporting, Telephone Queue stats on desktop, Interoffice text
communication. Solutions focused on technology planning, project management of Application
Development and System Integration for various telecom Call Centers, coordination implementation
and Custom Development of complex Call Center Technology based on vendor solutions like Nortel
Meridian PBX, CTI Link, IBM DirectTalk IVR, IBM CallPath CTI, TCS Workforce Management system.
Sep 1993 - Aug 1994, QUANTUM, SENIOR DEVELOPER and Architecture: Member of the Quantum
development team led by a Project Manager, responsible to deliver under fixed price contract a key
component of the Alcatel’s Advanced Train Control System. Responsible for development of real-time
software for the on board train control system in C/C++; tested and delivered system, working in a team
of 8 designers and developers and system integrated in the larger Alcatel SEL initiative. Project
completed successfully, ahead of schedule.
May 1991 - Aug 1993, BANCTEC, SENIOR DEVELOPER and Project management: Subject Matter
Expert for Financial Documents Processing Systems used for Banking Clearing Centres, Credit Card
Remittance Processing. Responsible for System integration, Software Development, Implementation,
Pre-sales support. Projects for Natwest Bank - London, UK, Barclays, Woolwich and Halifax Building
Society, Bank of Scotland and Royal Bank of Scotland in Edinburgh, Commonwealth Bank of Australia,
Bank of Montreal, Royal Bank of Canada and Credit Card Processing system for American Express.
Sep 1986 - Mar 1991, R&D INSTITUTE for Process Control (IPA), SOFTWARE DEVELOPER:
Developing large process control systems, responsible for architecture, design and development
system and application software for Distributed Process Control Systems, and led project teams of up
to 10 people, as part of a research team of over 60 people.
(031) 810-6195, pmi3c@yahoo.ca
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