Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements. Oversee customer support processes and organize them to enhance customer satisfaction. Manage relationships/agreements with external partners/vendors. Evaluate overall performance by gathering, analyzing and interpreting data and metrics. Ensure that the company runs with legality and conformity to established regulations. Heavy call center operations and development. Responsible for Analytics, Internal Software, Telephony, QA, and Workforce management departments. Use Data science, Machine Learning, and Analytics to monitor and improve daily operations. Wear the Software engineer hat everyday to develop and lead a team of developers to build internal software to improve business performance using .Net frameworks along with Javascript, Jquery, Ajax, SQL, Google APIs, and other frameworks. Coding custom frameworks and data collection algorithms. Building AI for data manipulation and pattern detection in large data sets. Extensive use of Azure (VMs, AML, SQL Service, App Service, ect..)Over 17 years dialing experience with Five9, Noble, Artiva, Genesys and many more combined with API and implementation experience on several dialers and call center programs. Azure management and development including Virtual Machines, App services, SQL services, Azure ML, and ETL.

Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements. Oversee customer support processes and organize them to enhance customer satisfaction. Manage relationships/agreements with external partners/vendors. Evaluate overall performance by gathering, analyzing and interpreting data and metrics. Ensure that the company runs with legality and conformity to established regulations. Heavy call center operations and development. Responsible for Analytics, Internal Software, Telephony, QA, and Workforce management departments. Use Data science, Machine Learning, and Analytics to monitor and improve daily operations. Wear the Software engineer hat everyday to develop and lead a team of developers to build internal software to improve business performance using .Net frameworks along with Javascript, Jquery, Ajax, SQL, Google APIs, and other frameworks. Coding custom frameworks and data collection algorithms. Building AI for data manipulation and pattern detection in large data sets. Extensive use of Azure (VMs, AML, SQL Service, App Service, ect..)Over 17 years dialing experience with Five9, Noble, Artiva, Genesys and many more combined with API and implementation experience on several dialers and call center programs.

Dialer Science and Analytics, Report building, campaign building and design along with working with various dialer systems. Data website development using .Net frameworks along with Javascript, Jquery, Ajax, SQL, Google APIs, and other frameworks. Coding custom frameworks and data collection algorithms. Heavy Data science work pulling data from several databases and flat files. Building AI for data manipulation and pattern detection in large data sets. AI and big data science, C# SSRS, Visual Tools, ect. Over 12 years dialing experience with Five9, Noble, Artiva, and many more combined with API and implementation experience on several dialers and call center programs.

Dialer Science and Analytics, Report building, campaign building and design along with working with various dialer systems. Data website development using .Net frameworks along with Javascript, Jquery, Ajax, SQL, Google APIs, and other frameworks. Coding custom frameworks and data collection algorithms. Heavy Data science work pulling data from several databases and flat files. Building AI for data manipulation and pattern detection in large data sets. AI and big data science, C# SSRS, Visual Tools, ect.

Designed and coded programs for a variety of needs using C#, Javascript, PHP, HTML, JQuery, Bootstrap, and others. Pulled data from various databases, flat files and machine outputs to build reports and programs to find patterns and results across several data sets. Worked with Atlasian Software to design a Continual Integration plan.

Develop efficiencies on the operation of the dialer system for multiple sites in accordance to departmental standards and in response to established time lines, analyze data and make recommendations to improve operational performance of dialer, develop or enhance controls to improve the day-to-day effectiveness of operations as it pertains to dialing campaigns and business needs, supervise the Dialer Specialists whom are located locally, regionally, and internationally. Currently build code blocks and sequence scripts for the dialer systems based on client specifications. Program applications using everything from PHP to .NET. Also supervise and maintain Workforce management for over 300 employees.

Supervised all 3rd shift operations. Worked as a machine operator running such machines as CNC routers, Vacuum routers, Mo-Digs, Time-saver and others. Job duties were ongoing IT work, installing and maintaining computers and data control, In-process inspection of flat parts, bonding panels, receiving/shipping materials, ect. Was QA certified in Hot Joggle aluminum alloys, Brush cadmium plating, electrical bonding, paint operations, sealant and dimple operations and installing threads and rivets. .

Ran RMG's(wire forming machines) plus numerous presses and 4-slide machines. Carried heavy reels of different gauge wire to and from machines via forklift. All wire was run at +-.05mm specs and all paperwork at qs9000 standards. Contracted out to Lockheed Martin to train operators on various machines. Performed In-process inspections.