Develop CenturionCares call center software solutions, perform customer installations, training and support. Gather and analyzed data in support of business cases, proposed projects, and system requirements. Highlights: Created call flows, call phrases, test and implementation of call center solutions for key clients.  Created and customized software to perform call routing, virtual hold, pro-speak, and customer surveys.  Key creator of a user training video with step by step instructions to create all types of call center reports.

Provided Quality Assurance, Process and Procedures Development, Training, Audits and Business Unit Reports supporting Department of Defense (DoD) Programs and Contracts (SPAWAR, USSOCOM, and SOF units). Portal Administrator of quality documents and trained the program support staff (PMs, Finance, etc) and manufacturing teams (Logistics, Integration, Trainers, etc) on SharePoint to create, maintain and upload documents. Initiated and managed Corrective Actions, Root Cause Analysis and Process Improvements resulting from internal and external audit findings, and inadequate test results during routine and annual reviews. Highlights: Managed the desktop project migration of an old telephone system to Voice over IP phones (VOIP). The project was completed and delivered 10% ahead of schedule, a huge gain for the organization.  Built a Quality Management System to support seven DoD Programs and Contracts for two manufacturing facilities (for approx 300 personnel) for deploying telecommunications hardware. Developed and maintained SharePoint Web Parts and libraries and maintained 400+ audit documents.  Created key QA processes, procedures, policies and supporting documents IAW government regulations, corporate policies and procedures, and International Organization for Standardization (ISO) 9001:2008 resulting in the unit achieving ISO Certification within a tight schedule. Created documents to support our United States and overseas teams. Received Outstanding Contribution Award. Conducted internal Quality Audits of all departments, follow up with corrective action of all findings and nonconformities, trained and prepared the teams for external audits. This work was instrumental to the business unit acquiring and maintaining yearly ISO Registrations. Coordinated and participated in annual ISO Audits with the External Auditors. Co-produced and the final editor of the audit results documentation submitted to the ISO Board for acquiring ISO Certifications.

Managed a staff of 15 technical support professionals providing account maintenance and support for B2B electronic transactions for the GXS acquisition of the IBM Electronic EDI and eCommerce Services. Highlights: Successfully managed teams providing timely and superior implementation assistance and on-going account maintenance to customers for IBM’s EDI services, averaging $5M+ monthly revenue.  Developed processes, procedures and performed contracts management to fulfill accounting requests and technical support for EDI services. This resulted in a successful seamless integration into GXS to interface with internal (US and overseas) and external teams for billing, accounting and connectivity support.

Managed a staff of 20-40 developers and technical support personnel responsible for programming enhancements and technical support for IBM’s EDI products and services. Reported product defects and worked closely with development teams to deliver quality solutions and continuous improvements. Developed excellent relations with internal organizations, customers, vendors and business partners. Mentored, trained and coached team members, conducted one on one performance reviews and evaluations, and emphasized employee development. Managed escalations, drove disaster recovery and emergency plans, projects, and ACD/IVR activities. Supported more than 50,000 Electronic Data Interchange (EDI) customers.Highlights: Managed the delivery of code, web enhancements, installation and problem tickets, which resulted in consistently high customer satisfaction reviews, ratings and metrics as directed by Service Level Agreements/Objectives (SLAs/SLOs).  Successfully drove organizational mandates, operational controls and practices including ISO9001 and Data Security. Consistently received high ISO9001, ISACA Audits and security ratings. Led the first Support Center team to implement Live Call Handling for Custom Services and Help Desks. This improved customer satisfaction and resulted in tremendous Support Center/Service Desks cost savings. Developed and managed processes, procedures, drove initiatives and projects to grow the Call Center customers set and deliver continuous improvements in both custom and standard Help Desk services. Planned and managed Y2K support center project tasks. The cutover was successful and seamless.  Campus Relations Manager (CRM) for the division; employment of top students throughout the division.

Managed and delivered Automation Operations for Hosts and the Network, Service Level Agreements, Availability and Reliability Measurement and Reporting, Change Management, System Scheduling, Operations Procedures and Batch Processing Management (OPC/ESA) for Billing Systems (ITIL/ITSM processes). Defined, created and initiated changes in processes and procedures for system scheduling, batch processing and operations. Provided operation training and reviews. This work resulted in significantly improved weekend duty material, project reviews, audit results and high availability and change management success. Delivered defect free code to the Operations organization, resulting from improved processes. This deliverable resulted in my team achieving outstanding automation solution ratings and team recognition.