Bill Wickes Email and Phone Number

Change Management: (Roles: Program Manager, Project Manager, Business Analyst, QA test). Program Manager Role: Own program - Enterprise CS IVR and Network ACD and SMS. Advise Executive management of status release reports. IVR/ACD SME for internal Enterprise project planning.Project Manager Role: Manage large to small scale projects and teams. Lead enterprise initiatives from inception to closure.Collaborate with cross-functional teams. Execute both agile and traditional SDLC methodologies. Track task level percent completion, obtain capacity planning metrics utilized in program management planning.Business Analyst/QA Roles:Utilize BI data, drive initiatives to reduce net operating expenses. Perform financial analysis to obtain cost/benefit, break even, and ROI metrics. Create requirements per use case and “drill-down” to low-level requirements. Create traceability matrix and utilize in test case strategy. Execute on both test cases and defect management.Issue Management (IT Operations)Administrator, Issue Manager Roles:Process redesign of Contact Center Issue Management workflow via JIRA. Manage production issues and resolve quicklyPerform RCA to determine prevention measures to ensure system resiliency .

Change Management: (Roles: Program Manager, Project Manager, Business Analyst, QA test). Program Manager Role: Own program - Enterprise CS IVR and Network ACD and SMS. Manage two vendors, capacity planning. Advise Executive management of status release reports. IVR/ACD SME for internal Enterprise project planning.Project Manager Role: Manage large to small scale projects and teams. Lead enterprise initiatives from inception to closure.Collaborate with cross-functional teams. Execute both agile and traditional SDLC methodologies. Track task level percent completion, obtain capacity planning metrics utilized in program management planning.Business Analyst/QA Roles:Utilize BI data, drive initiatives to reduce net operating expenses. Perform financial analysis to obtain cost/benefit, break even, and ROI metrics. Create requirements per use case and “drill-down” to low-level requirements. Create traceability matrix and utilize in test case strategy. Execute on both test cases and defect management.Issue Management (IT Operations)Administrator, Issue Manager Roles:Process redesign of Contact Center Issue Management workflow via JIRA. Manage production issues and resolve quicklyPerform RCA to determine prevention measures to ensure system resiliency .

Responsible for providing leadership and direction on all assigned technical projects or project tasks, ensuring follow through from beginning to end; ensure overall progress of assigned project from inception to implementation; review with, and provide consultative advice to management on all project aspects to secure buy-in; monitor daily tasks and project assignments in progress, ensuring project schedule is being met; provide management with status reports detailing status and timelines throughout assigned project; ensure project is ready for implementation and conduct a post-project review to make sure everything is running as expected; identify project risks and develop contingency plans for these risks; create and maintain project files that are well documented, efficiently organized.

Act as project manager, qauality assurance tester, and liasion for the organization. Maintain client applications, act as a Project Manager by driving projects to completion, ensure overall client program meets or exceeds service level agreements, and analyze data to execute best practice initiatives that increase client bottom line. Provide proactive consultation to increase customer containment rates within IVR applications and deflect calls to contact centers, ensuring opearional effectiveness.

Job duties include project management, extensive testing of systems and applications to ensure quality and functionality are exceeding the client's expectations, effectively collaborating data and information within a dynamic team environment, and provide ethical and professional business solutions that fit the client's needs.

Collaborate with several executives in West Direct Response division of West Corporation. Obtained variety of skills varying from developing business plans to creating pricing models.