Oversee IT systems for 9 existing and 3 new hotel and resort properties in Midwest. Manage hybrid Active Directory (AD) implementation for VM hosts with various OS clients. Reviewing MS Teams (Skype for Business) deployment options.

Telephony / IVR Release Program- Managed high frequency release program with annual budget of $1.2M. Led in-house and contract (on and off-shore) team responsible for IVR application and routing of over 1.6M inbound telephone calls. Managed contractors, including survey and voice talent outsourced vendors. Coordinated IVR team workload between design, code, test, and sustain activities.* Managed release program financials, including forecast, actuals, and variance tracking. Develop future year budget based on staffing and project plan, returning $79K to IT budget in 2016.* Led resolution of IVR and call routing issues while maintaining service level agreement (SLA) objectives and confidentiality of customer data.Contact Center and Customer Experience (CX)- Worked with new and existing Ally business units on CC best practices and technologies to ensure new product launches exceeded project launch criteria.* Researched, presented, and led cross-organizational team (Auto, Bank, Home Loan, Insurance, and Invest) focused on improving end-to-end corporate branding consistency.* Reviewed existing business processes and recommended automation improvements, reducing agent call volumes 2% and producing over $40K in annual savings while stabilizing Service Level (SL) metrics.* Analyzed data from multiple channels with different reporting frameworks and led operational improvement initiatives (Customer Satisfaction, IVR enhancements, Quality Assurance (QA) and agent engagement).

Managed 2 BPO vendors (600 agents, 7 sites) handling 220K monthly contacts to ensure 99.999% service level.* Provided 24 x 7 management of CC incidents, facilitating triage, service restoral, and Root Cause Analysis by multiple in-house and BPO teams.* Stepped in to salvage $2M project from failing, re-aligning vendors, stakeholders, and cross-functional project team. Identified design flaws, training gaps, and deployment issues and provided daily updates to project team and leadership.* Established procedures and documentation for troubleshooting and maintaining critical IT ‘outlier’ systems.

Consulting- Designed, proposed, implemented, and supported Cisco / GeoTel Intelligent Contact Management (ICM) solution, including Disaster Recovery (DR) plan, testing, and reporting.* Installed and maintained private TCP/IP network with monitoring, supporting ICM Class of Service (COS) requirements.* Achieved 15% headcount reduction and long-distance cost decreases of $1.5M+ annually.* Presented business case and technology primer to GMAC directors and contact center managers.* Project managed implementation of all facets (data circuits, routers, hardware, and software) technology and designed extensive routing scripts, exceeding Ally business case.Team Lead- Led team responsible for supporting Ally Contact Centers located in North America which handled 12M+ calls annually. Team provided 24x7x365 support for all voice technologies and infrastructure. Oversaw construction and maintenance of private domain, including server administration, as well as patch management and troubleshooting.* Administered multiple PBX’s, voice networks, LEC, LD providers and advanced features.