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

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 Change Record activities, and adjustments.Systematic review of offered services and forms.Coordinate systems access for new hires.Applications & Tools Used: CA Service Desk 12.7, Remedy IT Service Request Catalog 8.1, MS Office Suite

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 Management, and Operations leadership.Maintained daily operations of the Real-Time team for global call center queue monitoring, performance analysis, reaction, notifications, and documentation.Regular trend analysis, disaster recovery planning, and executive updates.

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

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 FL to AZ. Maintained full operational volume on the two sites for all phases.

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 responsibility for the provisioning of ACD groups, announcements, queuing, reporting, and time of day, day of week, and disaster default routing schemes.Compared and contrasted multiple vendor offerings for a Call Detail Record (CDR) correlation and mediation application. Recommended the Openet Convergent Mediation solution, and managed the installation, acceptance testing, activation, and on-going support. Trained Workforce personnel on application use.

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 and benefits of multiple vendor offerings on Operations Support Systems (OSS) for reporting and configuration applications, recommended purchase selection from Newmetrics, and managed the vendor relationship for the six-year duration of the application use.Trained Workforce teams on application use.Applications & Tools Used: Nortel Call Center Management Information System (CCMIS), Newmetrics Uniforce, MS Office Suite

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 center roll out. Managed a 24 x 7 centralized trouble reporting team of eight, for multiple call centers on technical issues or weather impact events, with regular client coordination on telecom network maintenance, upgrades, configuration changes, and outage procedure planning.Applications & Tools Used: Nortel Call Center Management Information System (CCMIS), MS Office Suite

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 a single year, with primary responsibility for hiring Workforce staff, and training on scheduling, real time adherence, call routing, reporting, and problem management. Applications & Tools Used: Nortel DMS Operational Measurements (OM), Nortel DMS Force Management (FM)