The Director of Enterprise Systems is responsible for the strategic planning, development, and implementation of enterprise-wide applications to support and enhance business objectives. This role leads a team managing critical systems, including AWS and ServiceNow, ensuring their alignment with organizational goals. Collaborates with business leaders to identify opportunities for process improvement and technology integration, while providing thought leadership on emerging technologies and industry trends. Additionally, the role involves developing and maintaining vendor and partner relationships to optimize system performance, fostering a culture of continuous improvement, and ensuring high standards of reliability, security, and user satisfaction. Key ResponsibilitiesLeadership and Management:o Lead the Enterprise Systems team, providing guidance, mentorship, and performance evaluations.o Develop and implement strategic plans for enterprise systems to support organizational goals.o Ensure alignment of enterprise systems with business objectives and IT strategy.Systems Management:o Oversee the management, configuration, and maintenance of enterprise systems. o Ensure high availability, scalability, and reliability.Architecture and Security:o Design and maintain the architecture of enterprise systems, ensuring they are robust, secure, and efficient.o Collaborate with the InfoSec team to implement and maintain security protocols and policies.o Conduct regular security assessments and audits to identify and mitigate risks.Project Management:o Lead and manage projects from conception through implementation and provide ongoing support. o Develop project plans, allocate resources, and manage timelines and budgets.o Communicate project status, risks, and issues to stakeholders.Collaboration and Communication:o Work closely with other IT leaders, business units, and external partners to ensure effective integration and operation of enterprise systems.

In this role I am responsible for end to end architecture and support of our Global Contact Center Technology as well as a variety of systems that are mission critical to the business including the following. Salesforce including Email, Chat and Einstein. StatusPage design and administration, Mindtouch internal knowledge base support, hierarchy and design.

• Support and direct team of Tier 1 and Tier 2 agents in multiple offices and remotely. • Senior Subject Matter Expert for PGi SaaS Products, iMeet and GlobalMeet.• Lead, direct and support the team within the department to meet clients' needs. • Key focus on direct interaction with Team Leads and associates to manage workflow, associate morale, and productivity.• Work with regional directors to ensure that processes and procedures are consistently followed.

• Drives change to meet business needs, manage costs, and communicates effectively throughout the organization to support our company's goals and direction.• Responsibilitieso Management and staffingo Personnelo Policy, process and procedureso Metricso Management and associate developmento Capacity analysis and planning

• Lead group of seven agents, providing development and ongoing training. • Prioritize daily work. • Participate on NOC calls.• Handle escalations from sales, GSMs, Execs, and customers. • Vendor Management• Work high priority tickets when attention to detail was of the utmost importance.• Troubleshoot voice, data, telephony connectivity, and bridge application feature dispute issues for TDM and VOIP delivery platforms using knowledge of telephony, switching methods, and networking concepts.• Facilitate trap calls with carrier and clients for private and business PBX/PRI connectivity. • Web application support to include: software installation/removal, registry edits, browser setting adjustments, and vendor management. • Report creation to identify external and internal client trends with SaaS ticketing system (Netsuite) and crystal reports to prevent client impacts and refine business processes where needed to decrease resolution time on critical issues. • Identification and implementation of new tools for organization/team resulting in faster more accurate resolutions.• Created and administer SharePoint sites for Tier I and Tier II to document team internal process and protocols; increased understanding and reduced call handle time.• Managed client facing FAQ Knowledge Base for unattended audio and voice solutions

Customer Experience Manager • Managed 25 Million dollar a year revenue budget with 60% of profit coming from services. • Developed business plans to drive results based on customer feedback and results.• Received numerous awards for Service Excellence. First in district, first in territory. • Hire, schedule, and manage team of 70 employees with 20 direct reports. • Provide training and development for team of employees; this resulted in multiple promotions to leadership positions within the company. • District trainer for all new Services and Customer Experience Managers. • Senior Technician/SME for all product and service related issues.