• 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 • Identify and implement knowledge management solutions and procedures to enable efficient access to information • Study and standardize inquiry procedures to improve efficiencies over time• Prepare work schedules to ensure necessary coverage of Contact Center operations in processing Operating Company inquiries • Monitor volume statistics to determine appropriate team structure and potential opportunities for automation or process improvement • Communicate and follow up with Contact Center agents to ensure they are informed of all knowledge repositories, call scripts, and other assets • Monitor service calls to observe employee demeanor, technical accuracy, and conformity to Toshiba policies

• 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.• Perform duties as a SharePoint Site Admin and Site Collection Admin including site content creation.• Administer and deploy software packages through SCCM.• Responsible for provisioning and termination of user accounts.