Gregory (Greg) Ortega Email & Phone Number

Houston, Tx, Us

United States

Maintain multiple Public Trust security clearances.Manages network integration programs from order initiation through delivery.Responsible for meeting the program requirements by applying project management skills, tools, and techniques to manage the programs scope, quality, schedule, budget, resources, and risk.

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

Greater Houston, Tx

While conducting an active job search...• Contributor and member of a management level Job Search Work Team (JSWT) providing job seekers with transition support through coaching, networking, and collaborative information sharing.• Provided coaching and consultation related to resume creation and critique, motivation through transition, and interview preparation.

Implemented automation, applications and improvements to reduce cost and minimize work volumes driving down ticket scrubbing volumes for the Global QA team without a loss in Key Metrics Reporting to Management nor Client SLA Dashboards. QA scrubbing ticket volumes have decreased on average of 86% since 2012. This has resulted in an annual savings of 800+K.• Ticket Quality Initiative, Unified Desktop and Machine Learning systemic process improvements.• Created desk level ticket scrubbing manual in use by the US QA Team which describes and provides a cradle-to-grave guide to scrubbing tickets – rules implemented in ML solution.• Client Team Administrator for AOTS – since 2004, when it migrated from a Remedy work platform. There are 2 to 4 major releases a year – 48 total – and 0 to 2 point releases between each major release. Complete UAT, ORT and regression testing validating proof of concept upgrades.• Maintain US Federal Government suitability clearance to configure AOTS for restricted clients.• Initial gatekeeper to AOTS platform requests. Since standardization implemented in 2012 greater than 10K access requests have been initiated and completed.

Client Services Manager for the Honeywell Voice network - $100+M. Responsible for building, implementing and maintaining process and procedures for the Tier-II and Tier-III break-fix team managing incidents for the Honeywell account. Recognized for removing the customer from the Critical Watch list and winning the RFP recast cementing the customer relationship.• Author RCA post incident review summaries. Utilize Business Objects reporting to provide ticket volume, severity and root cause reports for monthly, quarterly business and SLA reviews. • Vendor and Supplier Management - maintained and utilized escalation contacts lists to reprioritize Honeywell’s critical outages directing the analysis and solutions of problems.• Worked with Service Delivery and Life Cycle Management teams to onboard accounts for Day 2 management (post-sales). Migration manager for Honeywell ACS and Honeywell PRS services, American Express, TIAA, Dupont, State of Georgia, DHL, and Lexmark which was completed 45 days ahead of schedule.• Partnered with SIT group to integrate vendor Ebonds for the Avaya Inside Service Model and Black Box engagements. Audited, validated and maintained the Vantive/GPS database for Contact Id’s and performed Ebond testing in preparation for Day 2 support.• Managed AOTS migration for Voice services when offshored to Brazil. Single point of contact for AOTS platform configuration, user access and profile management.

Recognized for providing world-class service within the GCSC managing Voice networks for several multimillion-dollar accounts including Honeywell, Stanley Tools, Bank One and General Motors.• Demonstrated technical expertise in troubleshooting and managing chronic conditions.• Directed a team in scheduling, application support, ticketing resolution and training.• Responsible for client communication, status and ad-hoc reporting, and SLA management.

Formerly CheckFree Corporation• Responsible for connectivity and reporting of over 1000 inbound 800 numbers and an additional 500 toll numbers for the Customer Care Contact Center across three geographically disperse sites operating 24 hours a day, seven days a week. Annual call volume of 1.75M.• Lucent Definity G3R and IEX Workforce Management system utilization to administrate call volumes, skill based call routing, schedule forecasting and adherence planning.• Developed methodologies for call routing in a multi site environment, which minimizes multiple queue inefficiencies utilizing Lucent: Best Services Routing, Enhanced Look Ahead Interflow and AT&T Route It!• Managed the design and implementation of custom CMS reports that are used in the Pay for Performance Program and Employee Assessment Summary. • Responsible for Contingency Planning and Business Resumption for the Contact Center. Developed methodologies for the successful implementation of emergency Vector scripting.• Developed Shift Bidding scheduling strategies that included the assignment of new schedules for over 250 inbound customer service representatives.• Implemented network wide forecasting and scheduling techniques that reduced forecasting error and schedule inefficiencies created in multiple site environments. This equated to approximately 2M dollars in savings.• Managed the implementation and use of Real Time Adherence. This reduced annual shrinkage by 10% realizing annual savings of 1M dollars.• Direct supervision of 6 analysts.

Formerly Chase Manhattan Mortgage Corporation• Member of Capacity Planning Team for Virtual call center of Customer Service phone unit for Worthington, Ohio and Monroe, Louisiana. 282 Full-time employees.• AT&T advanced 800 number calling features, i.e. RCS On-Line, OCDD/Real Time, and Track It!, to analyze and manage all phone volume before reaching CMMC IVRU.• Rockwell Spectrum ACD and TCS Workforce Management system utilization to administrate call volumes, skill based call routing, schedule forecasting and adherence planning.• Developed and maintained ACD application Telescripting for all in house and remote systems that performed according to customer specifications.• Analysis of phone volumes, Workflow data entries, and company mailings to discern and predict trends in current and future call volumes.• TCS National Convention Speaker. Unique Uses – September 98.• Direct supervision of 8 analysts.

Bachelor Of Science, Major - Psychology; Minor - Communication

Education record

Education record

• Tools & Techniques of Project Management • Human Dimensions for Project Management • Scope, Schedule, and Cost Management

Education record

Education record

• Spectrum Call Center Administrator • Total Recall Reports Administration • Total Recall Reports Modification • Total Recall Reports.

Education record

Education record