Anthony D. Email & Phone Number

Prescott, AZ, US

Irvine, CA

• IT, HR, and F&A Contact Center Manager and Business Enhancement Office Program Manager
• Reports directly to GM and VP of North America Shared Services Center
• KPI and SLA development, analysis, and improvement. Presenting directly to GM and HR, IT, and F&A VPs.
• Stakeholder in logical access controls for internal and external audits. J-SOX Compliance.
• Build a focused Contact Center team that enables the functional domains to focus on service transaction processing
• Identify and implement case management solutions and procedures and call script inventories to efficiently process SSC inquiries

Tustin, CA

• Referred by the General Manager of TAMS for employment. References available upon request.
• Act as a team lead for the Support Specialists by assisting in problem resolutions when necessary.
• Assist manager in: overseeing details/notifications of network system outages, writing and distributing technical/user instructions, and overseeing Help Desk ticket call queue’s to ensure service levels are met.
• Provide senior level PC hardware and software support for TAMS Standard business applications, databases, and network connectivity for TAMS internal customers.
• Create, Approve, Support purchasing request for the IT department using Oracle iProcurement.
• Administer policies and users through Blackberry Administration Services, Traveler, and MobileIron.