• Developed process for management of CDRL (Contract Deliverable Requirements List) government documents• Developed training material for CDRL documentation process.• Developed and implemented procedures for effective data management of vendor documentation.• Created intake process for vendor documentation that included tracking of date touchpoints, engineering approvals and escalation process.• Redesigned vendor documentation intake and tracking process which significantly cut cycle time from several months to a couple of weeks.• Support engineering staff in the daily use of PLC Windchill and Jira SDLC systems to ensure adherence to legal and company standards.

• Served as strategic management analysis liaison for key initiatives between U.S. Government agencies.• Used human resource and call center experience to analyze, develop, evaluate trends and identify potential issues. • Worked as part of an Agile team focused on Waterfall and Kanban methodologies.• Analyzed military and civilian personnel information to evaluate and recommend staffing solutions to resolve inefficient staffing work operations within the organization based on historical and forecasted volume.• Provided forecasting of inbound contact center volume and related staffing needs through the use of Microsoft SQL, Microsoft SharePoint, PowerBI, Visual Basic and Tableau software platforms.• Evaluated workflow processes and recommended process improvement to improve efficiencies.• Worked with government stakeholder team to create KPI (Key Performance Indicators) & SLG (Service Level Goal) methodology to measure overall contact center performance, team performance and individual agent performance.• Worked on the design, programming, testing, and implementation of new reporting and workforce management functionality of Tableau, Genesys, and Cisco Finesse Call Manager Suite.• Developed custom workforce management system and re-engineered HR processes to standardize internal HR operations, policies, programs and methodologies. • Collaborated on SharePoint based employee management system automating processes such as onboarding, organizational charts, recall rosters and employee directory system.• Produced and presented briefings to senior military and civilian leadership teams on a variety of complex issues covering operational, tactical, strategic and technological updates.• Collaborated on development, planning and implementation of Contract Data Requirements Lists (CDRLs) processes.

• Developed performance dashboards for leadership team of large Cisco distributor with $2B in annual revenue. Utilizing SAP, SalesForce.com, Business Objects, SQL, MS Excel, MS Access and MS SharePoint.• Identified opportunities to improve efficiencies by utilizing existing, enhanced and new technologies to refine business methods, work processes and business margins within individual business units. This included creating reports that showed orders with longer cycle times, abandoned and stuck quotes and orders that fell out of normal parameters through root cause analysis with recommended solutions.• Provided reporting and analysis of company financial results including periodic (WTD, MTD, QTD, YTD) and year over year reporting of Gross Revenue, Gross Profit, Return on investment, customer growth and target attainment. • Developed automated reporting by identifying recurring information requests then created reporting templates, freeing sales team to focus on driving sales.• Elicited business, user, and functional requirements for leadership team and stakeholders.• Defined project scope, analyzed requirements, evaluated feasibility and determined reporting and analytic needs.• Developed core leadership deliverable package, including status reports, schedules and other key stakeholder communications. Created consistent branding of reports, ensuring familiarity with understanding data and summaries that enabled quickly read overview of performance.

• Provided statistical analysis as logistical and reporting resource to corporate and regional senior management team for 3 call centers consisting of 2,000 agents supporting large financial institution.• Performed trending analysis of call center statistics such as call volume and related key performance indicators (KPI), customer satisfaction surveys, quality performance, schedule adherence and show rate.• Created Microsoft Excel scorecards, web-based trending analysis, presentations and reports for corporate and regional management staff, showing performance at multiple levels and intervals and allowing internal leadership team to quickly identify trends, adjust processes within same cycle and present call center and program performance to corporate in clean and concise manner.• Managed employee performance incentive program. Coordinated with corporate finance and program leadership to ensure performance data and related stack ranking were correct.

• Delivered statistical analysis and site-level financial reporting to corporate and regional senior management team for Fortune 100 telecommunications corporation.• Provided statistical analysis, trending, and historical reporting including KPI, call metrics, quality management, customer Satisfaction for multiple call center agent groups.• Provided analysis of time-keeping, HRIS, CRM and Workforce Management, showing FTE, staffing, and occupancy by team, department and location.• Developed web and database research tools that assisted employees in increasing job performance through ability to search knowledgebase and submit requests to management team for assistance.• Functioned as SPOC (single point of contact) for system login administration.• Functioned as Sarbanes Oxley Compliance POC. Through solid understanding of SOX compliance rules, brought site into compliance with corporate standards and achieved removal from corporate watch list.

• Supervised advanced technical support group consisting of 20 senior agents that supported business customers of large worldwide telecommunications company.• Provided front line support of senior agents by handling escalations, credit requests, technical questions and HR issues.• Managed team of 15 senior procurement specialists with annual sales of $500M in equipment per year.• Streamlined processes and reduced cycle time by 50% for processing of employee requests and vendor escalations by creating issue tracking process and database.• Redesigned core procedures, training program and end to end process flow for internal departments and vendor partners.• Created online order tracking database in Microsoft SQL and Cold Fusion (later SharePoint) with archive system, knowledge base. Developed documentation, training and metrics in support of new tracking system.• Developed web-based employee management system allowing supervisors to manage team and access metric reporting to aid in their performance reporting.• Provided vendor management support through contract, sales and escalation support to partner and sales teams.• Provided direct vendor management support for top-tier vendors such as Nortel, Avaya, Cisco, Polycom and RSA Security and assisted with new product and process rollouts, vendor relations management and vendor escalations.

• Managed multi-million-dollar revenue accounts for several large corporate clients of large telecommunications company.• Developed MS Excel, MS Access and web-based tracking and research tools that were used by peers and migrated for use by other parts of organization.• Managed telecommunication orders for corporate clients by providing sales and escalation support. Accommodated challenging customer issues by using techniques that facilitated positive results and customer satisfaction.• Tracked project deliverables through entire lifecycle providing project support through regular project communications, managing project plans and client meetings (Internal executive level and client facing) to ensure timely delivery.

Account Manager for financial solution partners such as Bank One, First Data, Paymentech, ClearCommerce, Card Service International, and CyberCash. As an account manager, headed projects to streamline internal and external reporting process of merchant accounts for credit card processing, resulting in a 40% decrease of resolution time. Additionally, these efforts provided a detailed alert and communication process for entities involved for coordinating upgrades, downtime and major issues. Provided onsite and remote training to corporate clientele and second level support to merchant base and hosting partners. (I.e. Dell, Interliant, Verio, Affinity, Webhosting and WebXess). In the IT help desk realm, supported/troubleshot HTML, JavaScript, ASP, SQL, server configuration, and server installations, and provided installation support for multiple server OS (NT, 2000, Linux, UNIX, FreeBSD, IRIX).