About IBF Management
IBF Management was founded by Kevin J. O’Connell with the vision of assembling an experienced staff of professionals to address the "operationalization" of people, process and technology that face many contact center and field services operations – recognizing that this skill-set is increasingly required (and often times not readily available) for technology-intensive initiatives such as CRM and people-impacting efforts striving for operational excellence.
Tom O’Brien joined the firm as a partner expanding our capabilities in the Telecommunications industry to offer consulting expertise on leading edge Network Operations and Technologies. Tom’s 30+ years of global experience includes executive level, field, and sales/contract negotiating positions across the breadth of Network Operations, Engineering, Design and OSS Platform development. Tom’s proficiencies include Network Operations for VOIP, Application Services, Triple Play and 21cn Network Migration process design.
Kevin J. O'Connell
Founder and Managing Director
kjjoconnell@ibfmanagement.com
A customer care professional for over 25 years, Kevin O’Connell has held a variety positions at AT&T and Lucent Technologies prior to founding IBF Management. As Customer Care Director of the Global Service Provider business, he was responsible for the Customer Care Consulting Practice of Lucent Technologies. The scope of the Customer Care Practice included the handling of service provisioning requests, trouble call receipt, accounts receivable management (billing), operator services and the settlements/separations process. He has held a wide range of positions during his career including field/line positions. Leading the internal Customer Care initiatives at AT&T and Lucent Technologies, Kevin provided the strategic direction in the centralization of back-office operations into regional Customer Care Centers based on world-class practices.
Thomas W. O’Brien
Partner and Managing Director
twobrien@ibfmanagement.com
Prior to joining IBF Management, Tom O’Brien held a number of executive level and field positions with Lucent Technologies and AT&T. As Managing Vice President-Global Network Operations he led an organization of 200+ managers and engineers responsible for delivering network operations consulting for Enterprise and Network Service Providers. As Network Operations Product Management Director he led a global product management team responsible for developing an implementation model for Next Generation NOC’s/Data Centers. Tom was also the Global Cable Operations Director for Lucent Technologies, successfully negotiating Triple Play Network Operations contracts and managing the delivery of the service. During his tenure Tom negotiated and managed the delivery of NOC’s and Data centers for wire and wireless networks (including Greenfield and Reengineering of legacy NOC’s).
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