Michael Appello Email & Phone Number

Newark, New Jersey, United States

As part of Global Technologies Voice & Call Center Technology, I am responsible for:• Voice planning, coordination, administration, and implementation of Voice technology (cloud, on premise, data center, & colo) related to the opening/closing/renovation of 125+ field offices as well as all campus locations nationwide. • Business Continuation coordinator managing GT VCCT disaster recovery documention, Senior Leadership BC, and all Business Unit testing. • Support transition… Show more As part of Global Technologies Voice & Call Center Technology, I am responsible for:• Voice planning, coordination, administration, and implementation of Voice technology (cloud, on premise, data center, & colo) related to the opening/closing/renovation of 125+ field offices as well as all campus locations nationwide. • Business Continuation coordinator managing GT VCCT disaster recovery documention, Senior Leadership BC, and all Business Unit testing. • Support transition from Avaya / Cisco telephony to cloud based voice platform (Microsoft Teams and Genesis Call Center applications).• Onboarding coordinator responsible for onboarding of all new Consultants and new hires within GT VCCT. • Administration for all GT VCCT contracts (equipment/software/managed services/consulting), financial, records, operations, security, and HR related items...working closely with Executive Management, Procurement, Finance, HR, Legal, Compliance, Security, and our vendors.• Automation of existing GT VCCT process and functions using APIs, Python, AWS, and legacy Prudential applications. Show less

Newark, New Jersey, United States

As part of Global Technologies Voice & Call Center Technology, I am responsible for:• Voice planning, coordination, and implementation of Voice technology (cloud, on premise, data center, & colo) related to the opening/closing/renovation of 125+ field offices as well as all campus locations nationwide. • Business Continuation coordinator managing GT VCCT disaster recovery documention, Senior Leadership BC, and all Business Unit testing. • Support transition from Avaya /… Show more As part of Global Technologies Voice & Call Center Technology, I am responsible for:• Voice planning, coordination, and implementation of Voice technology (cloud, on premise, data center, & colo) related to the opening/closing/renovation of 125+ field offices as well as all campus locations nationwide. • Business Continuation coordinator managing GT VCCT disaster recovery documention, Senior Leadership BC, and all Business Unit testing. • Support transition from Avaya / Cisco telephony to cloud based voice platform (Microsoft Teams and Genesis Call Center applications).• Onboarding coordinator responsible for onboarding of all new Consultants and new hires within GT VCCT. • Administration for all GT VCCT contracts (equipment/software/managed services/consulting), financial, records, operations, security, and HR related items...working closely with Executive Management, Procurement, Finance, HR, Legal, Compliance, Security, and our vendors. Show less

Roseland, New Jersey

• Managed utterance collection migration for NLU (Natural Language Understanding) IVR projects supporting Group Insurance, Retirement Services, Annuities, & Life Insrance.• Manage all voice services for new Prudential office openings, office relocations / expansions, or closures nationwide.• Responsible for creating, maintaining, and recertifying Standard Operations Procedures.• SharePoint site administrator and owner.• Facilitate weekly call with Finance to review hours and… Show more • Managed utterance collection migration for NLU (Natural Language Understanding) IVR projects supporting Group Insurance, Retirement Services, Annuities, & Life Insrance.• Manage all voice services for new Prudential office openings, office relocations / expansions, or closures nationwide.• Responsible for creating, maintaining, and recertifying Standard Operations Procedures.• SharePoint site administrator and owner.• Facilitate weekly call with Finance to review hours and cost for approval of all GBTS projects.• Led migration of Lotus Notes and Network Share to SharePoint.• Voice Biometrics - Worked on design, development, testing, and implementation for Voice & Speech recognition as well as authentication. TrustID, Nuance VoicePrint & PhonePrinting, and SecureLogix.• Responsible for Business Continuation Testing. Ensuring annual BC Test is completed, documents updated, route changes put in place for BC test, and completing all testing during maintenance window. Show less

Newark, Nj

Analyzed reporting for KPIs, such as profitability, efficiency, productivity, and Net Promoter Scores (NPS). Managed business unit consisting of field operations, emergency repair center, customer care, advanced cloud operations, and service delivery. Wrote and presented monthly tailgate training via Skype to local operations management. Served as team lead on product releases, such as OfficeSuite, Avaya Oceana and xCaaS v2.0, and Breeze UCaaS. Processed company readiness and managed… Show more Analyzed reporting for KPIs, such as profitability, efficiency, productivity, and Net Promoter Scores (NPS). Managed business unit consisting of field operations, emergency repair center, customer care, advanced cloud operations, and service delivery. Wrote and presented monthly tailgate training via Skype to local operations management. Served as team lead on product releases, such as OfficeSuite, Avaya Oceana and xCaaS v2.0, and Breeze UCaaS. Processed company readiness and managed operational team training and timeline milestones. Worked on integration team during the acquisition of EarthLink and Broadview Networks.• Successfully managed OfficeSuite product launch per company target date, ensured all cross-functional team processes were communicated and implemented, and guaranteed post-launch support.• Successfully managed Avaya xCaaS v2.0, Avaya Oceana, and Breeze UCaaS product launches by managing product milestone road map and Avaya system and software requirements, in addition to leading internal teams in advanced cloud engineering.• Completed operational process review for gap analysis and worked with Stakeholders to rewrite procedures. Show less

Newark, Nj

Managed field operation tasks related to client requests in northeast and mid-Atlantic regions. Oversaw team of business system technicians responsible for all activities, including Enterprise/SMB installation and maintenance of client network and cloud products as well as premise based PBXs. • Successfully lead technical team of 5 managers (Service, Call Center, Project, & Warehouse managers) and 85+ technical engineers (60 field, 15 implementation, and 10 resident technicians)… Show more Managed field operation tasks related to client requests in northeast and mid-Atlantic regions. Oversaw team of business system technicians responsible for all activities, including Enterprise/SMB installation and maintenance of client network and cloud products as well as premise based PBXs. • Successfully lead technical team of 5 managers (Service, Call Center, Project, & Warehouse managers) and 85+ technical engineers (60 field, 15 implementation, and 10 resident technicians) supporting thousands of maintenance client sites.• Responsible for 100,000+ square feet of warehouse space consisting of maintenance and installation inventories.• Oversaw day to day operational responsibilities of multiple Windstream office locations in NJ (Newark, Flanders, and Mt. Laurel), NY (NYC), and MA (Westboro, Boston, Framingham).• Completed weekly payroll processing, expense approval, annual performance reviews, and merit increases for team. Conducted all interviews and hiring of managers and field technicians.• Served on Environmental Health & Safety team with responsibilities of understanding and communicating OSHA and Windstream safety requirements to northeast and mid-Atlantic regions. • Completed quarterly central office site visits.• Achieved Net Promoter Scores higher than all benchmarks and company targets.• Regularly inspected technician field and implementation work for accuracy and quality.• Created and maintained emergency action plans for all central offices across northeast and mid-Atlantic regions.• Assigned (CIP) subcommittee for National Special Security Events, coordinating with U.S. Secret Service, Department of Homeland Security, and other state and local government organizations during large events in Northeast• Successfully managed support team over 14 years through acquisitions and mergers of EarthLink, Broadview Networks, Paetec Holdings, Xeta Technologies, and Data-Com Telecommunications. Show less

Jersey City, Nj

Datek was the first online trading firm...quickly purchased by Ameritrade. I elected not to take the relocation package moving my family to Omaha, NE or Richardson, TX. Although the package and commitment to keep the salary in these states was attractive, the idea of moving at this point in my life was not possible....• Assisted Vice President of Customer Service with daily operations• Responded to customer inquiries about trading, margins, funds, and general client… Show more Datek was the first online trading firm...quickly purchased by Ameritrade. I elected not to take the relocation package moving my family to Omaha, NE or Richardson, TX. Although the package and commitment to keep the salary in these states was attractive, the idea of moving at this point in my life was not possible....• Assisted Vice President of Customer Service with daily operations• Responded to customer inquiries about trading, margins, funds, and general client information• Technical support – Assisted with customer online trading problems when trying to access or use the website Show less

• Maintained FCC Library via UNIX softwareResponsible for reporting and analysis on Budget, Quota, Business Plan, and Sales Proposals• Produced and distributed weekly business reports for Board of Directors and other key individuals throughout Telcordia• Coordinated Board of Director and Sales Meetings, Telcordia Forum, and Executive Meetings• Responsible for schedules, travel plans of Executive supplies, and offices• Coordinated conference calls, on and off-site meetings… Show more • Maintained FCC Library via UNIX softwareResponsible for reporting and analysis on Budget, Quota, Business Plan, and Sales Proposals• Produced and distributed weekly business reports for Board of Directors and other key individuals throughout Telcordia• Coordinated Board of Director and Sales Meetings, Telcordia Forum, and Executive Meetings• Responsible for schedules, travel plans of Executive supplies, and offices• Coordinated conference calls, on and off-site meetings, as well as weekly Team Meetings• Administrative support for Executive Vice President of Sales Operations and Board Member Show less