The ISC Team Is Dedicated to Boosting Your Company’s Performance
Before founding and providing leadership for the ISC team, Irene Mungiu served as Director of Operator Services Training for AT&T and as Manager of Instructional Technology at the IBM Office Products Division. During her tenure at IBM, she won the prestigious IBM Outstanding Contribution Award for achievements in training technology.
Chief Technology Officer/Co-Founder
At AT&T, Bell Laboratories, IBM, and Xerox, Donald Koosis developed and implemented corporate training technology systems and conducted research for performance measurement and evaluation systems. Don has written internationally best-selling books, including Java Programming for Dummies, Statistics: Self-Teaching Guide, Business Statistics: Self-Teaching Guide, and Basic Electricity/Electronics.
Leonard J. Forys, Ph.D
Algorithm Specialist/Board Member
Len Forys was the 5th Bellcore Fellow and former Chief Scientist of Bellcore. He was responsible for developing all contact center force algorithms for pre-divestiture AT&T and later for the Bell Operating Companies. Len is an expert in telephone switch design and is a key industry figure in teletraffic forecasting and scheduling algorithms. Len’s alma maters are U.C. Berkeley and M.I.T. He teaches and serves as an expert witness in his field.
Ashok Erramilli, Ph.D.
Algorithm Specialist/Board Member
Ashok Erramilli is an expert in advanced scheduling algorithms and switch design. His work in oscillations in workloads is widely credited for adding 10-15% capacity improvements in American telephone networks.
Fran Austin was President of NYNEX Telesector Resources Group, responsible for day-to-day operations of the Telecommunications Groups which included New England Telephone Company, New York Telephone Company, NYNEX Science & Technology. As Traffic Manager for Manhattan and Director of Operator Services at AT&T, Fran had executive responsibility for workforce management functions throughout the enterprise, managing hundreds of thousands of telephone operators.
Salvatore J. Barbera
Sal Barbera is a former President and CEO of Bell Atlantic International, Inc., Chairman and CEO of Bell Atlantic Investment Development Companies, former CEO of American Bell, Inc., and Chief Technology and Engineering Officer of Bell Atlantic.
Vice President, Professional Services
Prior to joining the ISC team, Nancy Miller was a lead consultant and top sales performer with Bellcore’s Call Center and Operator Services Field Implementation team. She is a world-class expert in force administration with extensive hands-on experience in contact center administration and network engineering. Nancy is a lead on process development and management consulting projects. She also oversees customer service for ISC Workforce Management software.
Vice President, Training Development
Thomas Britt began his career in educational publishing, developing multimedia distance-learning courses for a consortium of state universities as an administrator and editor. He was co-founder and project manager of a firm in northern California which provided professional development and marketing workshops for top-tier managers in the financial services and high-tech industries. He served as a writing instructor at UVa after completing graduate work there and as promotions director for an educational broadcasting service affiliated with PBS.
Vice President, Software Development and Systems Analysis
William Lipp was Manager of System Performance Analysis for ITT Advanced Technology Center and a member of the Technical Staff, Teletraffic Engineering Department at Bell Telephone Laboratories. His specialties include design and analysis of telecommunication systems using mathematical methods to predict performances, Reliability Engineering (prediction of failure rates, reliability, and availability of systems, subsystems, and services), and Systems Engineering (generation and evaluation of alternative designs to find the best tradeoffs of cost, performance, reliability, and maintainability).