Dan E. Email & Phone Number

Greater Omaha Area

MIR3 Organizational Administrator; SME; Vendor Relations, Business, Marketing, and Technical contact; User Training; and Troubleshooting.

Omaha, NE

Roles & Responsibilities: Workload/IT Request Queue GatekeeperAnalyze distributed server monitoring/alerting requests for completeness, feasibility, and priority.Train requesters on system/monitoring/alerting requirements, negotiate dates.Assign work to Engineering staff for completion and re-prioritization.Maintain Engineer on-call rotation, schedule for.

La Vista, NE

Roles & Responsibilities: Real Time Management Leader Managed a 16 person workforce team during a major, three-phased roll out of a skills-based Computer Telephony Integration (CTI) platform into a global front-office call center environment.Created a team for application end-user training.Close coordination with Telecom, Technology, IVR, Incident.

Omaha, NE

Roles & Responsibilities: CTI Support and AdministrationExperience with CTI applications in support of multiple in-house and vendor call center sites.On-call rotation, overnight major implementations and maintenance.Close consultation with Telecom, DBA, Network Engineers, Operations and Project Managers

Omaha, NE

Roles & Responsibilities: Project ManagementProject Manager for a major data center expansion. Worked in close cooperation with finance, security, network engineering and facilities teams.Project Manager for multiple call center and telecom network migrations to new sites.Project Manager for a major, multi-phased IVR platform cross-country relocation from.

Omaha, NE

Roles & Responsibilities: CTI requirements, ACD routing, CDR mediationGathered operations requirements at two client call centers in preparation for a CTI migration. Repeated same at the First Data Global HR call centers.Coordinated the migration of the four call centers onto a new ACD with CTI-attached data in agent screen pops, with primary.

Omaha, NE

Roles & Responsibilities: Directory Assistance Product Manager / OSS Vendor Relationship Product Manager for a wire line Directory Assistance offering, responsible for on-boarding and client relationship management for the duration of the contracts.Daily Client Relationship Management for Alltel Communications at First Data. Compared and contrasted feature.

Omaha, NE

Roles & Responsibilities: Operator Services software, reporting and trouble management.Conversion Analyst and then managed a 3 person team of Conversion Analysts responsible for writing new feature requirements for call center agent desktop software, documentation analysis, component module testing, customer acceptance testing, issue tracking, and call.

Indianapolis, Indiana

Roles & Responsibilities: Operator Services Workforce ManagementProgressed through positions as a Call Center Agent, Workforce Lead Agent, Workforce Supervisor, and Workforce Manager Managed two Workforce Management office locations during a cycle of rapid growth and new feature roll outs.Led traveling operations teams that opened four U.S. call centers in.