Retired and Loving Life!

Manage Customer Contact Center for Cardiac Science/Criticare SystemsTeams include; Customer Service, Sales Administration, International Sales & Technical SupportWork with Supply Chain, Production, ShippingSyteline ERP SystemManage/Support Call Center Technologies - Mitel, Prairie Fyre Applications, Call RecordingProject Management Improve Customer Experience from Placement Order to Shipment of goodsSurvey Customers for Feedback produce Monthly Dashboad for StatisticsManage EscalationsProcess ImprovementBudgetEmployee Recognition Program

IT Manager - Voice & Business Systems June 2012 Through May 2013Project Manager - PMPVoice ApplicationsMitel/PrairieFyreCall Center TechnologyENSA VoicemailVendor Relationship ManagementGlobal Meet Conferencing Services/BillingAT&T Toll Free Services/BillingCell Phone BillingIT Business Applications - Syteline, etcValidation/Testing

Project Manager and Business Analyst on IT Technical Project - Call Detail Reporting Project (ACEYUS) on a Cisco UCCE System Creating Project CharterCreating Scope DocumentsCreating Project PlansWorking with IT and Vendor on system designWorking with Business Group on RequirementsCall Center ProcessesCreating Training MaterialsTrain Associates on procedures for reports

IT Business Analyst/Consultant for an enterprise wide IVR Replacement Project* IT Business Consultant* Requirements Lead* Process Lead* Transition Lead MS Outlook, Sharepoint DB

Project Management, large scope techincal projects for Global Call Centers involving switches, VOIP, Call recording, Message Board technology. Coordinating telephony and all aspects of pieces that touch the call center, training, installation, testing.

Global Call Centers 2007 - June 2009Manage large and small voice related projects throughout entire enterprise. Also train other associates to manage projects using new processes/procedures and technology. Manage multiple projects at one time, and supervise others. Work with all groups involved with the projects to ensure successful results as a team. Main contact for the International Call Centers in India, Krakow and Glasgow. Travel as required.Manage projects from beginning to end from negotiating pricing/contracts, ordering circuits, working with all teams involved, installation with vendors, testing and turnover. Bi-Monthly meetings with Business Groups & Real Estate Group to keep Relationship and Communication open and Requirements current.Negotiated a new Service/Support vendor for Hewitt's Avaya locations to save money and build a better relationship with the onsite contacts with a known vendor of Hewitt.Added several features and parameter changes to the call center to make Agents more efficient & save time on Stats that make client Avg. time of answer faster, and call in queue time more pleasurable.Upgraded Main International Call Center Switch - HiPath 4000 from Version 2 to Version 4 - Included coordinating replacement and upgrading of Main Switch in Illinois, 22 remote switches in 6 International locations and in US at the scheduled times for testing all within a 36 hour window.Moved Onsite Help Desk which resided; over 70 associates to an offsite location. This involved changing the number that over 22,000 associates were used to calling to a new number. Coordination and communication of the changed numbers and system speed numbers for over 100 locations over 3 weekends was done over Christmas and New Years and testing prior to live each at location.

Managed Telecommunications for NA and Global Offices - Managed up to 10 direct/12 indirect associates covering support for NA offices, and was the Lead Project Mgr/Program Mgr and was main contact for 80 Global offices and Networked Call Centers in India, Krakow and Glasgow. .Met with direct associates monthly and worked on resource plans, associate training and goals. Yearly reviews, bonus plans, Management guidance for managers that I managed.Bi-Monthly meetings with Global Business Group and Global Real Estate Group regarding Business growth, Relationship, on-going Projects and Network Requirements.During Budgeting met with Business Groups and RE for planned growth for all offices, Global Call Centers, Global Network Growth and Project Requirements.Meetings with Business Groups on Project Requirements on a regular basis.Managed Y2K conversion World Wide for telephony systems. Worked with Vendors to reduce costs on maintenance agreements in NA and International offices by cutting hours of support where not required and making agreements coterminous for ease of payment.Vendor Management onsite, Negotiate Vendor contracts, etc.Documented ISO 9000/9001 procedures for telecom.Assisted in developing Disaster Recovery Plans for Global Call Centers. Managed Acquisitions and Mergers with several companies for telecom, involving associates, new technology and Global Call Centers.Installed Xpressions Voicemail in US and India offices replacing PhoneMail.Designed and installed a 3-Com switch with Mitel ACD; a small 20+ person call center for local clients and North American Spanish calls.Opened new Call Centers in Glasgow, Poland, replaced the switch that was in place.Installed first Networked remote shelves in Gurgaon, India in 2004. Additional switches added and totaled 15 remote switches by 2009 in 4 locations in India.

System Administrator for Lincolnshire Buildings and 40 locations in North America, Lead Project manager for North American offices and Global offices. Supported and installed new technology in regional offices, testing and training associates. Designed and brought up Hewitt's first call center in Lincolnshire, IL.Reviewed and approved payment for local and LD Telephone and Data bills for all NA offices, monitored and chartered usage, blocked fraudulent numbers.Partnered with Business Group to setup first call center for Hewitt Associates.Interviewed, hired and trained new System Administrators. Created documentation, for processes for the Support Center/Help Desk and Call Center to use for Support Calls when call in issues.Installed 9 Siemens 9200 switches in US smaller offices to replace older technology. Worked with partner to replace 16 switches in 12 weekends.Brought up 3 new Buildings in Lincolnshire, 3 Major Call centers in the US and Toronto.Installed Siemens technology in 9 offices in the UK offices and opened the first call center in London.CERTIFICATIONS/PROFESSIONAL DEVELOPMENT Worked with Project Management Office at Hewitt for Projects the last 7 yrsVarious Certifications and Courses from Vendors - Siemens, Avaya, AT&T, GenesysDiversity Certification -Took class & interviewed to teach Diversity training at Hewitt Presented an Information session on Networked Call Centers at Siemens Conference in Florida Presentation skills - Create Power Point presentations and present for ITS Meetings, Business Groups and IS Leadership on several topicsTraining - Regularly wrote Equipment End User training materials to fit company profile to train associates and leadership, and lead training classes for end users, ACD, and other training. Management Training Code of Conduct Certification