Michelle Gundich Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

Chicago, Illinois, United States

•Lead discovery meetings to discuss the most effective way to use voice technology when planning a new office/clinic build/opening•Coordinate installation of voice hardware for new offices; Work with installation team to coordinate schedules and warehouse to order equipment•Functioned as the Project Manager for port of over 5,000 DID numbers from PRI circuits to SIP Trunk•Perform complex MAC (Move, Add, Change) work in Call Manager and Unity• Work with Practice Manager as their point of contact for both Medical Center and University projects•Oversee voice and date invoicing; Fiscal Year 2023-2024 conducted internal audit that resulted $263k in voice and data savings for the medical center

Los Angeles, California, United States

• Provided Hypercare support for PSA (Professional Service Automation) and FIN (Financial) module Go-Live.• Collaborated with the Executive Project Management Office to create the roadmap for the acquisition of an additional brand.• Interfaced with C-Suite executives and Directors to create media training such as videos, and QRGs (Quick Reference Guides). Authored, produced, and recorded training videos and documented/created training guides.• Prioritized competing needs between Executive PMO group, Directors and End-Users while ensuring obligations such as service tickets were assigned and completed, Service Level Agreements were upheld, and customer satisfaction was maintained.

Chicago, Illinois, United States

• Assisted in the internal Workday implementation for Huron Consulting Group Corporate structure (go live January 2021).• Participated in UAT (User Acceptance Testing) and Regression Testing for Workday Release 2022 R1 and R2.• Conducted monthly internal change reviews to ensure Huron was compliant with audit change control procedures and policies for Sarbanes-Oxley Gap remediation related to Workday General Computer Controls (ITGC's).• Managed audit sample requests quarterly from external auditors which provided in-depth evidence on specific changes made throughout the quarter.• Mentored and led offshore Business Analysts on the process of conducting change control polices, eventually managed this group.• Collaborated with Workday Release Manager to create Security Guideline document to outline Workday changes to be auditable and expectations of proper change control processes and procedures.• Resolved Workday issues for PSA (Professional Service Automation) including, but not limited to the following: o Closed Projectso Converted Billable Opportunity Projects to Projectso Created Baseline Budgetso Created and Edited Resource Planso Created Billable Projects/Capital Projects/Internal Projects/Project Planso Created Customer Contract Asset and Liability Reclassification Journalso Created Resource Forecasts/Resource Plans/Working Forecastso Edited Project Hierarchieso Managed and Reviewed Project Billing Transactionso Marked Contracts as Completedo Printed Invoices/Updated Invoices

Chicago, Illinois, United States

• Initiated MAC and break/fix solutions on Cisco Unified Call Manager version 11.5, optimizing daily use for employees in North America, United Kingdom, and India.• Accountable for all facets of telecommunication services, including faxing, call centers, desktop phones and conferencing services.• Executed the deployment of Zoom conference call services for all North America locations.• Managed Associate Telecom Analyst.

Cerner Managed Services @ Uchicago Medicine/Ingalls Memorial Hospital

• Cross-collaborated with both clinical and non-clinical staff on network design and installation of Cisco Unified Call Manager and Cisco Unity Voice Mail for main campus and five remote locations.• Oversaw and maintained CUCM (Cisco Unified Call Manager) version 10.5.• Served as SME for the Unified Communications Enterprise composed of CUCM, CUC, UCCX, and wireless peripherals.• Monitored four Call Centers for the hospital and one remote location.• Functioned as Project Manager for all new office build outs and new location build outs.• Served as point of customer contact for all MAC request/break fix issues.• Facilitated change by creating purchase process for all voice related hardware, managing purchase process, orders/tracking orders and inventory supply.• Analyzed and audited the invoices for AT&T and Windstream and produced reports of recommended client services based on hospital needs. • Managed Telecom Analyst.• Conducted internal audits of voice carrier services, which resulted in cost reductions of $132,000 and credits of $106,446 for Ingalls/University of Chicago• Prepared and managed the data input of records regarding Cisco Emergency Responder for E911 compliance and telecom configurations.• Composed daily/weekly/monthly call reports for managers and directors.• Managed ticket queues and assigned tickets to analysts by experience, escalated as needed.• Point of contact for all service vendors such as Cisco TAC, and 3rd party service entities such as AT&T.ACHIEVEMENTS @ CERNER• Received the Cerner IT Works All Star Award.• Cerner Interview Selection Certified, which aided in candidate recruitment/interviewing qualified candidates.• 100% SLA disposition and 98.12% end-user satisfaction score.

PREVIOUS EMPLOYMENT• Senior Voice Analyst, ICOMM Consulting Group, Forest Park, IL September 2008 – June 2010• PBX System Analyst (Contract Role), Archdiocese of Chicago, Chicago, IL January 2008- August 2008• Systems Trainer (Contract Role), Von Technologies, Woodridge, IL July 2007 – December 2007• Telecommunications Manager, Rotary International, Evanston, IL February 2002 – March 2006• PBX System Administrator, Rotary International, Evanston, IL March 2001 – February 2002

Evanston, Il

ROTARY INTERNATIONAL ACHIEVEMENTS, Evanston, Illinois, Telecommunications Manager, 2001- 2006• Recovered $197,000 in cash and credits due to long distance carrier billing errors• Resolved billing errors on local carrier accounts provided savings of $9,600• Consolidated voice carriers provided annual savings of $5,400• Featured in the publication “Voice Report” December 16, 2002, and October 17, 2005