Andrew Rochford Email & Phone Number

Lisle, Illinois, United States

Managing the migration of nearly 200 sites from a variety phone services and products to RingCentral and the RingCentral/NiceCXOne Contact Center (CCaaS) platform.

Greater Chicago Area

• Worked with fifteen individual communities to understand their needs and use that knowledge to transition them over to a new, managed VoIP service (Metaswitch)
• Built out new Zoom Phone deployment for recruiters to connect with potential candidates over phone and SMS
• Supported all telephony services for over 200 sites while managing several vendors unique per site
• Developed and maintained telephony inventory for better and faster support response times
• Established new base lines and templates for community transitions to new platforms in order to help streamline the process for future community transitions
• Worked with stakeholders to determine improvements to call flow and understand where customers were being routed incorrectly between multiple vendors and touch points for the Chicago headquarters

• Project managed and transitioned offices to Zoom Phone from three separate platforms (Ring Central, Mitel, and ShoreTel)
• Collaborated with several stakeholders to architect new call flows for each office and team
• Worked with executive leadership to build out a worldwide, cascading call flow to support customers 24 hours a day under a single, unified IVR
• Documented and optimized call flows and user setup between all phone systems as part of the Zoom Phone migration
• Evangelized the enhanced capabilities afforded by the new, unified platform.
• Consistently coached personnel and management on how to take advantage of the increased flexibility afforded by Zoom

Chicago, Illinois

• Project managed and migrated all US offices to Fuze from several disparate phone systems that were unique as they were brought on board through acquisitions
• Built supporting components to facilitate a phone pop program that integrated Fuze and NetSuite
• Collaborated with teams from all offices to implement and manage unique call flows specific to each office and their core business needs
• Coached sales leadership and built reports to better understand call metrics for their teams
• Worked with leadership and stakeholders to revise and create new call flows as the business needs shifted to support new and expanded teams across business units
• Developed supporting documents and procedures to prepare employees for remote work, initially for a polar vortex cold snap in 2019, then updated and used again for the stay at home rules for Covid-19 in 2020

Greater Chicago Area

• Managed an Avaya IP Office PBX for the Chicago headquarters
• Worked with Sales leadership regularly to refine and change inbound call flows as the team structure changed and the customer support strategy was shifted
• Supported sales staff as the company transitioned order entry platforms from Syspro to Dynamics CRM
• Developed disaster recovery procedures for end users
• Deployed, facilitated, and trained new sales classes to understand the company’s technology stack
• Packaged, scripted, and deployed software through Altiris Deployment console

Bellevue, WA

• Operated as interim IT Manager for a year
• Managed an Avaya IP Office PBX for the Bellevue headquarters
• Administered McAfee ePolicy Orchestrator to distribute and control antivirus clients on user’s PCs
• Monitored and continuously adjusted company-wide spam filter
• Cataloged a comprehensive inventory of all technology equipment procured and deployed.
• Spearheaded cleanup of Active Directory users/groups to increase network security