Oversight and governance of technical Change Management at PGE.

Service Delivery Manager for call center telephony including Avaya IPT, NICE, ICM and IVR platforms. Responsible for incident and problem management, root cause determination and prevention activities. Network Voice Change Management SME. Stood up Change Management internal processes and procedures for insourced platform support. System monitoring lead focused on identifying opportunities, pursuing enhancements and working with Engineering teams on path to target state . Monitoring areas include licensing, capacity, and system performance monitoring.   ● Developed and then managed Change Management processes and procedures for newly insourced telephony platforms. Voice team processed 200 changes on average per month. Led bi-weekly internal Change review meetings, provided summaries, attended weekly Executive change reviews and was a CAB board member. Provided metrics for management outlining trends and identifying areas of opportunity.    ● Trained and handed off Change Management oversight to the newly formed Horizontal Operations team while continuing CAB duties.    ● Transitioned 28 FTE’s to Capital One, including interviewing and hiring 15 contractors for the various voice platforms to fill out the support needs. Managed a smooth platform and personnel integration.   ● Led outsourcing project for Nortel PBX support to a Vendor including all knowledge transfer activities and developing procedures for incident management and ongoing oversight   ● Led comprehensive knowledge transfer, documentation and access management for insourcing/transitioning support from the vendor for Nortel and Avaya PBX’s, Cisco Call Manager, Meridian Mail, Call Pilot and Modular Messaging. Team recognized for a smooth uneventful transition, receiving the Capital One TechXcellence award   ● Due to contributions above, assigned as project lead for system monitoring, knowledge transfer and documentation for insourcing of Avaya call center telephony systems and operations support

Managed legacy, Nortel, Avaya and NEC systems in North America and transition to Cisco IPT. Stood up and managed Cisco support team converting and then servicing 20000 handsets. Also formed and managed the support team for the Aspect IPT call center solution utilized in the Phillipines call center.   ● Oversaw successful upgrade of 2 Cisco v7.5 IPT clusters to v8.5 across 2 data centers supporting 20000 handsets with no customer impact    ● Managed Aspect support including Datamart, with travel to Philippines call center during implementation of new softphone solution, to ensure smooth transition and development of support structure   ● Took over internal telephony chargebacks, updating and documenting variant, complex processes, resulting in just under a $1 million increase in billings and then trained personnel to administer new processes   ● Completed successful DR tests on Campus and Branch Call Manager platforms with no downtime

IT site manager for 1000 seat call center, supporting XP desktops and Nortel telephony. In parallel, managed the 3rd level telephony support team responsible for telephony project management and business consultation on complex routing strategies as well as providing escalated incident support. Platforms supported included Nortel and Avaya PBX.   ● Received the Zero to Sixty award during annual IT Manager conference as a first year site manager    ● Responsible for engaging agreement from Engineering team on a redundancy and monitoring solution for call routing incidents caused by an agent sync system failure, eliminating the almost monthly occurrences   ● In depth environmental assessments generated 3 significant improvements, which reduced 500+ tickets per year. Lead solution development and direction of multiple teams including desktop application and network

Provided desktop support for 1000 seat call center, including installing, configuring, maintaining and optimizing desktops and laptops for an agent and professional services population. Key contributions were related to identifying trends and proactive solutions to ongoing issues. Promoted to IT site manager based on aptitude to manage priorities, utilize resources to provide solutions, partner with the business and proactively look for opportunities to increase system stability.   ● IT Project owner for successful enterprise Microsoft Access upgrade that impacted over 1500 databases owned by the business. Required close coordination with database stakeholders and technical personnel.   ● Identified opportunities to improve the customer experience by creating documentation for the 1st level Helpdesk to increase 1st call resolution, trained first line managers in basic troubleshooting   ● Creation of troubleshooting documentation increased first call resolutions and provided training materials for new employees   ● Rewarded for exceptional proactive support with promotion to IT Site Manager

Responsible to remotely troubleshoot and triage desktop, telephony and network issues called into the IT Helpdesk. Required creative troubleshooting skills, ability to communicate at the level of the audience and determine escalation points and resources. Promoted to desktop technician based on ability to learn and adaptability.   ● Rewarded for ability to learn and support new systems by promotion to Desktop technician

Career in Retail Banking included back office operations, front line customer service, Personal Banker, Lending Officer, Loan by Phone Credit Officer and Branch Manager. I successfully adapted thru 5 mergers by accepting change and continuing to look for opportunities to add value to the company and provide superior customer service to my customers.