Responsible for technology support, work flow planning, vendor relationship management, business analysis, and implementation of new business management processes for a manufacturing firm with locations in the US, Great Britain, Australia, and South Africa. Successfully met all metrics, allowing achievement of the company’s highest sales and production levels in history with over $100 million in gross revenue.• Supported network maintenance and troubleshooting, end user computing devices and peripherals, software maintenance and updates, file servers, and ERP system functions to ensure systems, data and application availability• Negotiated and coordinated work and materials with multiple vendors (i.e., production planning and procurement) to ensure on time manufacturing of products to meet sales commitments and pricing• Developed and implemented a plan for system integration with the primary contractor to improve inventory tracking data, timeliness of order fulfillment, and increased production levels for both companies• Reviewed, revised and developed processes and system enhancements to ensure best cost controls and efficiencies for production processes• Supported miscellaneous telephony and A/V use and maintenance

Responsible for planning, design, process development, systems requirements, staffing, and training for a new customer call center in support of the Affordable Care Act. • Provided analysis of, and business requirements for network and system needs for the call center, and customer contact personnel• Developed and implemented hiring, training, and operational strategies to staff, train and run a service center of up to 300 people. Work included development of processes to meet state and federal government requirements, and insurance protocols and processes; development of contingency plans including manual processes and off-site support• Developed a strategy for, and hired a management team to complete the process development work, staffing, and training• Completed all project work ahead of schedule and within budget while developing a self-sufficient staff, capable of managing and leading the operation at the “go live” date

Responsible for management of the customer service and technical support call centers for a telecommunication company with over $30-million in annual revenues. Duties included management and hands-on network maintenance, software maintenance and updates, and systems development and maintenance for all call center functions. Work supported customer service to end users of over 45,000 terminals, technical assistance to field support and repair technicians, career development and support of systems developers and network technicians, and integrity of data transmissions between terminals, servers and clients. Liaison and manager for outsourced work activities.• Provided leadership, supervision, direction, and decision-making to support all functions, meeting all objectives• Determined and implemented work schedules to ensure superior service was offered in all areas• Provided analysis of system needs and business requirements to ensure development of appropriate systems and support protocols

Responsible for network and systems support for a multi-state telecommunication business with customer support, sales, repair, and technical support call centers. Provided leadership of a 24/7 team of IS/IT professionals to ensure system functionality for end user customers as well as internal personnel. • Provided network support including AD and systems security administration, maintenance of servers, switches and network appliances, development and maintenance of firewall and security rules• Successfully led development and implementation of processes and systems for order, repair, dispatch, and commission processing, and CRM maintenance and development• Developed and provided training and documentation for all system changes and updates