Eric Breese Email & Phone Number

Chicago, IL, US

Chicago, Illinois, US

College of Computing | Department of Information Technology and Management

Chicago, Illinois, US

Chicago, Illinois, US

Chicago, IL, US

• One of the country’s 10 largest private universities with 26,000 students in nine schools and colleges that spans six campuses in the Chicago metropolitan area.Primary responsibilities include strategic planning and.
• Raised the first call closure rate of the help desk to 75-80% by using a variety of staff education sessions, establishing a structured knowledge base, and improved hiring practices. This resulted in an increased.
• Merged the help desk & operators into a single support center. This resulted in an average response SLA of over 95% for the combined call center.
• Assisted with the development of a new organizational structure for the Information Services division.
• Regularly met with key university departments, schools, colleges and organizations such as Faculty Council and Student Government to understand their needs and tailor support services to meet their expectations through.
• Acted as the product manager for ImageNow, the university’s imaging system to understand customer’s needs and assist them with their transition to the imaging system.

Chicago, IL, US

Responsibilities included help desk management and imaging product management. Assisted with infrastructure services, data center planning and networks and telecommunications advising.

Chicago, Illinois, US

• Responsibilities include strategic planning, crisis management, and daily operations for the telecommunications operations at each of Rush’s 27 locations with an annual budget of $4 million and a staff of 30 FTE’s that.
• Rebuilt, staffed, and trained a department from the ground up resulting in a department that is respected across the institution for its technical and customer service skills.
• Reduced operating costs approximately $7.2 million over the first five years while simultaneously increasing services.
• Selected, designed, and managed the complete replacement in the institution’s 14,000 station PBX utilizing in-house staff resulting in the savings of $1 million. This also allowed the staff to better understand the.
• Designed and managed the upgrade of the institution’s copper & fiber optic backbone serving over 250 communications closets to prepare for the implementation of a new integrated clinical information system.
• Negotiated contracts with all carriers resulting in improved services at reduced costs at each negotiation, including a one time credit of $950,000.

Indianapolis, Indiana, US

• The country’s largest healthcare insurance company with $20.5 billion in annual revenues and 28 million medical members. Operates as Blue Cross in California, Blue Cross Blue Shield in other states and Unicare.
• Designed all of the call centers including the major ones of 100+ agents taking into account the unique requirements of the various product lines including HMO, PPO, POS & self-insured employer groups.
• Installation of remote equipment at medical offices throughout the Chicago metropolitan area without assistance of outside vendors. This resulted in improved customer service to the members, reduced operating costs and.
• Responsible for the upgrade and expansion of the data network from a flat 10 megabit network to a gigabit switched network to provide improved throughput and reliability.
• Selected and managed the implementation of a new call center quality monitoring system. This new system allowed call center management to better coach the agents on their performance and improve their skills.
• Part of the merger and acquisitions team handling the acquisition of Chicago based Rush Prudential Health Plans.

See description under WellPoint Health Networks. Rush-Prudential was aquired by WellPoint during employement.

Chicago, Illinois, US

• The seventh largest public accounting and consulting firm in the country with Accounting and Tax practices focusing on the mid-sized client and Consulting practices focusing on the mid to large size client.Management.
• Iowa-Illinois Gas and Electric Company (now Mid-American Energy): A mid-sized utility company based in the Quad Cities. IIGE’s current costs and operational issues were analyzed and a networked PBX arrangement was.
• Mercy Medical Center -- Cedar Rapids, Iowa: I helped Mercy to determine their needs and select a new system including structured cabling.
• Rush Prudential Health Plans: A large managed care organization based in Chicago, Illinois. I was the consultant in charge of this project.
• Bethpage Federal Credit Union: Located on Long Island in New York, BFCU is a large credit union that serves Grumman Aircraft and many other companies.

Large provider of customer premise based telecommunications equipment serving customers in Iowa and western Illinois. Handled new telephone system sales and supported an existing account base of several hundred customers. While at Teleconnect learned how to analyze customers needs, and improved the ability to build strong relationships with customers,

A 60 year-old family business consisting of 13 NAPA automotive parts stores throughout Eastern Iowa and various real-estate ventures. As a family member was actively involved in the business serving in a variety of functions from financial analysis to various technical responsibilities. This resulted in a strong business focus from an early age and a firm.

Master Of Science (Ms), Network Engineering And Security

Bba, Business, Engineering

Education record