Eric Drewry Email & Phone Number

Florham Park, New Jersey, Us

Contact Center Implementation & IT Management• Turn up new Call Center for the State of KS KDHE Medicare Eligibility

Florham Park, New Jersey, Us

Contact Center Implementation & IT Management• Turn up new Call Center for the State of SC DHHS Medicare Eligibility• Implement PowerShell controlled processing and SFTP distribution of 834 file (MoveIt work alike)• Assist Verint team debugging issues with 1st Verint V15 deployment• Planned/Executed Covid-19 Call Center Work From Home• Assist Deployment team with first Call Center implementation of IWAN• Ad audits internal and customer systems

95877 Bezons, Fr

• Manage a skilled team of Network, DNS, and Voice Engineers supporting the Nike global network.• Manage Engineers on-call schedule.• Act as escalation point for priority tickets.• Create RCA’s for major network outages.• Assign Service Requests and Incidents to engineers.• Create new operational procedures.• Attend change board meetings and approve network changes.• Evaluate, design and implement end to end support models• Establish, facilitate and lead triage processes including issue identification, triage, remediation and continuous improvements.• Responsible for the day to day leadership of the implementation of the operating model and continuous improvements.• Conduct daily stand-up calls to discuss progress and issues to be resolved, and report progress on a daily basis to the Director• Train Engineers in the use of Service Now during Nike’s transition from Remedy to Service Now• Continually work towards making improvements in the approach, delivery, metrics and communications.

Indianapolis, In, Us

Managed● 1000 user multiple domains with trusts ● Two factor authentication VPN● Manage Support for 4 Call Centers ● Exchange 2010● IP Phone Management ● DRP/BCP● RCA ● Incident Response● Enterprise PGP WDE ● MPLS CoS● Trend Micro AV ● Software License Audits● WSUS ● WDSDuties● Internal and Client Security Audits ● Maintained PCI Compliance● Maintained Servers ● Change Control Board

Teaneck, New Jersey, Us

Same Job and location as below. Xerox Call Center.

Norwalk, Connecticut, Us

● 1000 user multiple domains with trusts ● Two factor authentication VPN● Verint Implementation ● McAfee AV● Site Security ● DRP/BCP● RCA ● Incident ResponsePerformed● Internal and Client Security Audits ● Maintained PCI Compliance● Maintained Servers ● Supported Help Desk● Servers Backups ● DRP Testing● Alienvault Ossim Monitoring ● GFI Languard Scanning● Avaya IP Phone VPN deployment ● Avaya PBX Management

Roles: IT Director, Call Center Manager, Program Manager

Provided technology systems and support for manufacturing facilityDeveloped FoxPro based manufacturing product cost estimation system supportingautomated bill of material based PO creation, material inventory, processtracking, job scheduling, invoicing, and accounts payable system

Developed and Marketed Bulletin Board software for Atari ST and Commodore Amiga computers.Implemented first Fido Net communication standards software for the Atari ST and Commodore Amiga. Provided tech support for System Operators.

Mini Computer Repair

Education record