Supervised and trained local team of 3-4 workforce analysts regarding technical and soft skillsDeveloped and maintained tools for call center statistics analysis and reportingHelped document and maintain SOP's and training materials for processes among 11 sitesPerformed regular audits between systems to ensure accurate data

Real time management of multiple lines of business across multiple platformsProvided real time and historical analysis of forecasted volume and advised management of adjustments according to staffing requirementsCoordinated weekly training for 350 agents and support staffMonitor agent statistics such as AHT and aux times and help operations identify issues and outliers

Administered DataMart and CE10 servers and applicationsManaged the disconnects of AT&T services, circuitry, ACD and telecom related equipment for site turn downKept the ACD up to date with the latest code modifications and patchesCoordinated with vendors for licensing and support contract renewalsResponsible for all administration tasks on Panasonic PBX systemsProvided around the clock support on all telephony equipment for two call centers and one corporate office

Monitored and interpreted logs for internal production systemsAssigned maintenance tickets using HelpStar and Remedy ticketing systemsGathered and recorded routine data for processing and analysisProvided entry level support for end users such as password resets and troubleshootingPromoted to Telecom Systems Administrator

Certified in all back-end diffusion operations and successfully trained other operators in diffusionEffectively communicated with maintenance and engineering personnel verbally and in writing to schedule downtimes of equipment in the most efficient mannerIndustry training to include but not limited to; Six Sigma, OSHA Lockout/Tagout, QS9000 and hazardous communications

Efficiently complete the installation, troubleshooting and repair of all ground radio systems down to component levelTypical duties included soldering, aligning and calibrating using equipment such as signal generators, oscilliscopes and multimetersResponsible for the completion of detailed and accurate repair requests and recordsAs a NCO I was also responsible for the training, supervision and evaluation of junior Marines.Achieved multiple awards for good conduct, marksmanship and combat action