Responsibilities included previous role with additional responsibility across 2,200 CSS team members. Taking a more holistic view of customer across their experience as apposed to one specific interaction.

Created a centralized operations team that will support a team of 800+ in Customer Care across our global product lines. With a focus on Cloud, looking to improve our service channels with a consistent and more innovative approach, level up on our analytics with investment to use unstructured data for more advanced modeling, and focus on tooling improvements and replacements. Primary responsibilities revolve around our CX Platform (Voice, Chat, Web), Case Management System (SalesForce ServiceCloud) and various integrations, Customer Care Portal, Analytics, and Processes.Methodologies focused on ITSM, Advanced ITOM, Agile, Devops, measuring with OKR with it all sitting on backbone of OCM so the employee, customer, and partner experience come first!

Responsibilities changed from AMER to Global team in AMER, APAC, and EMEA. Scope of job remained same overall.

Responsible for North America technical arm of Support including our Technical Team Managers, Principal Engineers, System Engineers, and Major Incident Managers. Responsibilities include hiring, onboarding, managing, setting direction, ongoing training, and providing guidance to the technical teams within their assigned skill areas. In December of 2016 Interactive Intelligence was acquired by Genesys and lead and worked through integration activities to transform team, integrate systems, and focus on standardizing Customer Care along with our other Product Lines. Systems deployed included new portal, Salesforce ServiceCloud, Salesforce Knowledge, Coveo, Global Scape SFTP, and processes and standardizations to a global 24x7 model.

Responsible for Support & Engineering Program. Lead initiatives over all aspects of business and technical operations within the global Support organization. Includes managing all operational activities including: hiring, training, customer service, processes, business operations, support and service delivery, product owner of our tools, business intelligence, any major global projects, and organizational effectiveness.

Responsible for all aspects of business and technical operations within the global Support organization (~350 employees globally). Includes managing all operational activities including: training, customer service, process, business operations, support and service delivery, and organizational effectiveness through strong focus on analytics.

Expanded our global presence with a Montreal office where I lead development of a team, processes, and all things operational to bring office up to meet demand. Bi-Lingual operational processes were leveraged to gain additional contracts previously unachievable.Managed team that included Technical Team Lead (TTL) and System Engineers in career development, performance management, and daily supervision. Oversight of customers included responsibilities of a TTL as well as contract reviews, RFP assistance, and all things account management.Additional proactive responsibilities included Chair of North American Recruiting and hiring (25% yearly growth in North America), training development, on-boarding of new engineers, lead process improvements, and headed up remediation and operational alignment efforts with some of the company's largest customers.

Technical Team Lead of Pacific Systems Engineers and Technical Account Manager of Pacific Region (8 States and British Columbia). Provide daily supervision, direction, and leadership to engineers and lead TTL initiatives with training, web site administration, internal processes, and quality control of service's day to day operations. Oversee region's customers on upgrade paths, escalations, and other product inquiries and issues.Some additional responsibilities I proactively committed to included leading recruiting efforts on the Service's side. This included phone screening and assisting HR in aligning our new talent up which is a continual process in a rapidly growing business.

Included responsibilities of Systems Engineer with the addition of escalated customers problems, on-site visits, and project implementations. Projects included deployment of a few Motorola sites with one which was made up of 2600 employees and other on-site escalations which required system audits, network audits, and other tasks to identify and de-escalate volatile situations with creative solutions and active development involvement.

Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature. Develop and deploy test systems and networks to research, resolve, and respond to questions received via telephone calls, email, web, and web chats.

Worked as a Graduate Assistant to Professor David Hua in the computer technology department. Responsibilities included forming a student organization, working on servers, troubleshooting workstations, helping out with lab work, and other technology related activities.