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• Transitioning all telephony services to nine new management groups as part of a company closure to ensure no disruption of service

• 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• Lead project to evaluate and test several contact center solutions. We were evaluating multiple modules with several vendors, including advanced call flows, omnichannel communication, work force management, skills based routing, coaching/reporting options, inetegration with our homegrown CRM system.

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• Managed a project with a vendor partner to consolidate offices to a single Microsoft 365 tenant• Initiated deployment of Meraki MDM for the rollout of company cell phones and laptops to increase device visibility and security• Worked with a team to strategize and implement a migration of servers to AWS• Wrote and revised documentation to support regulation requirements

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• Provided QA testing for Dynamics CRM updates and customizations• Administered and customized a Desk.com ticketing system for Help Desk

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• Revamped and rewrote several IT documents, procedures and policies• Developed and maintained a system to automatically track upcoming license/contract renewals