- Directly managed 17 Level 2 Support Technicians supporting Communications, Collaboration, and Contact Center products for all United Health Group employees. - Managed 3 IT Supervisors, and indirectly managed 44 Level 2 Support Technicians providing service delivery on Microsoft 365 applications, workstations, Genesys contact center, and connectivity for all United Health employees. - Responsible for the day-to-day operational management and resolution of ServiceNow tickets, including… Show more - Directly managed 17 Level 2 Support Technicians supporting Communications, Collaboration, and Contact Center products for all United Health Group employees. - Managed 3 IT Supervisors, and indirectly managed 44 Level 2 Support Technicians providing service delivery on Microsoft 365 applications, workstations, Genesys contact center, and connectivity for all United Health employees. - Responsible for the day-to-day operational management and resolution of ServiceNow tickets, including continuous improvement, resource planning, process workflows, dashboards, escalations, and SLA management.- Managed knowledge base improvement projects, across multiple product lines, shift-left product support projects, coordinating with Helpdesk Level 1, Level 2, and Level 3 engineers. Primary applications included MS Teams, Microsoft 365, Cisco, and Genesys products.- Assisted Support Model implementation; directly managed the design and implementation of GeneSys Chat whereby Helpdesk employees would contact Level 2 Technicians, with a live customer on the phone.Responsible for the design, process flows, training, run books, collaboration and commnnications. Show less

- Directly managed 'Tools and Reporting ' Team consisting of application/web developers, quality testers, business analysts, providing web tools, software, and applications for the Global Helpdesk Team, supporting United Health Group's internal employees. - I was responsible for desktop tools, web tools, data integrations, reporting, quality assurance, architecture and strategic planning, capacity planning, and vendor relationships for the Global Helpdesk platform and suite of applications.… Show more - Directly managed 'Tools and Reporting ' Team consisting of application/web developers, quality testers, business analysts, providing web tools, software, and applications for the Global Helpdesk Team, supporting United Health Group's internal employees. - I was responsible for desktop tools, web tools, data integrations, reporting, quality assurance, architecture and strategic planning, capacity planning, and vendor relationships for the Global Helpdesk platform and suite of applications. - As the primary liaison between the Global Helpdesk Operation Managers, I collaborated with my business partners on the requirements, design, process improvements, and communications, in alignment with the business goals and long-term strategic roadmap.- Managed UHG's Helpdesk HP Service Manager application's migration to ServiceNow. The team was responsible for the technical migration and implementation of all Helpdesk tools, internal web sites, data migrations, reporting, run books and the sunsetting of HPSM. Show less

- Managed and supervised global technical support team providing technical support service to customer service agents, engineers, business partners, and customers.- Technical Project Manager for Avaya-Nortel Corporate merger of Avaya’s Service’s and Support Systems. Project involved multiple interfaces and technologies leveraging SAP Enterprise as backbone for customer master data. Systems included SAP Enterprise, Salesforce, customer master data, contracts, services and support systems… Show more - Managed and supervised global technical support team providing technical support service to customer service agents, engineers, business partners, and customers.- Technical Project Manager for Avaya-Nortel Corporate merger of Avaya’s Service’s and Support Systems. Project involved multiple interfaces and technologies leveraging SAP Enterprise as backbone for customer master data. Systems included SAP Enterprise, Salesforce, customer master data, contracts, services and support systems, expert tools, and customer facing web portals. Initiative reduced redundancy and streamlined business processes. - Managed Data Quality and Support team providing support to Avaya’s internal and external customers across enterprise data using HP Service Manager as backbone support tool. Building processes and tools to provide expedient customer master data support and migrations for SAP Enterprise and Customer Services and Support Systems. Project provided business partners with expedited customer service.- Technical lead for data migration of Avaya-Radvision Corporate merger for Avaya’s Support Systems. Project included SAP master data conversions and migrations, customer contracts and equipment, and customer facing support sites. Resulted in cost savings and reduced redundancy. Show less

- IT Project Manager for Oracle/Siebel UCM and Oracle/Siebel Call Center Enterprise implementation using SAP R/3 as backbone ERP system. Project involved several extensive interfaces between SAP and downstream systems using BEA AquaLogic Service Infrastructure. Oracle/Siebel’s UCM package had to be customized to meet business needs and included a large scale conversion and migration of SAP R/3 customer master records. The Oracle/Siebel Call Center implementation required extensive… Show more - IT Project Manager for Oracle/Siebel UCM and Oracle/Siebel Call Center Enterprise implementation using SAP R/3 as backbone ERP system. Project involved several extensive interfaces between SAP and downstream systems using BEA AquaLogic Service Infrastructure. Oracle/Siebel’s UCM package had to be customized to meet business needs and included a large scale conversion and migration of SAP R/3 customer master records. The Oracle/Siebel Call Center implementation required extensive customizations and a long term and very large scale complete customer migration of over 2 years time. - IT Project Manager leading effort to select global Knowledge Management vendor package in support of Service Resolution Management initiative. Vendor candidates included ATG, Knova Software, Kaidara, OutStart, and BMC KM Expert. Primary focus on customer self-service, customer satisfaction, and reduction in service delivery costs. Analysis included a complete technical and functional decomposition of the KM vendor products, industry standard benchmark studies, business case, and total cost of ownership modeling.- IT Project Manager for global enterprise CRM vendor package selection. Vendor candidates included SAP, Oracle/Siebel, BMC Remedy, Oracle/PeopleSoft, and Amdocs Clarify. Partnering with Bearing Point, Inc. and project managing a strategic planning selection process, which includes functional analysis, decision scorecard matrices, cost/benefit analysis, and technical feasibility recommendations.- Lead IT manager on $200M business transformation efforts involving Oracle/Siebel 7.x ERP/CRM products. - Lead technical manager for eBusiness and eBonding/EDI interfaces with external customers using XML standards based framework. Show less

• Technical lead manager for $7M re-engineering business process and system design effort. Duties included business process analysis, system requirements gathering, leading team of 20+ developers, managing quality assurance team, and complete implementation planning. Including vendor package selection to meet business objectives. • Managed system enhancements and upgrades across 5 major phases, over 22 months, as both the business process planning matured and as system benefits were… Show more • Technical lead manager for $7M re-engineering business process and system design effort. Duties included business process analysis, system requirements gathering, leading team of 20+ developers, managing quality assurance team, and complete implementation planning. Including vendor package selection to meet business objectives. • Managed system enhancements and upgrades across 5 major phases, over 22 months, as both the business process planning matured and as system benefits were realized. • Designed and delivered solutions to bridge gaps between legacy applications migration to PC based platform by leveraging technology.• Managed scheduling of all releases for customer care contact and support center systems and was charged with primary responsibility for implementation and rollout plans.• Responsible for end user training, training plans, documentation, and instructor training. Show less

• Designed and developed Expert Tools PowerBuilder/Informix application that seamlessly integrated Windows PC applications. This custom application won the Windows World Open Award in 1994, Atlanta, GA Competition.• Designed, developed, and implemented Computer Telephony Interface (CTI) and call routing capabilities.• Lead developer for call center reengineering project for 1600 user seat application.• Lead programmer for Billing and Finance Modules for AT&T Catalog Sales of Home… Show more • Designed and developed Expert Tools PowerBuilder/Informix application that seamlessly integrated Windows PC applications. This custom application won the Windows World Open Award in 1994, Atlanta, GA Competition.• Designed, developed, and implemented Computer Telephony Interface (CTI) and call routing capabilities.• Lead developer for call center reengineering project for 1600 user seat application.• Lead programmer for Billing and Finance Modules for AT&T Catalog Sales of Home and Small Business Office Equipment.• UNIX/C programmer for Sales Tracking Tool and Opportunity Leads. Show less