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@metlife.com
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5 phones found area 347, 919, 866, and 610
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Michael Drennan is listed as Director, Site Reliability Engineering at MetLife, based in New York City Metropolitan Area, United States. AeroLeads shows a work email signal at metlife.com, phone signal with area code 347, 919, 866, 610, and a matched LinkedIn profile for Michael Drennan.
Michael Drennan previously worked as Site Reliability Engineering Director at Metlife and Production Supprt Director at Metlife. Michael Drennan holds Bachelor’S Degree, Acccounting from St. John'S University.
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AeroLeads found 1 current-domain work email signal for Michael Drennan. Compare company email patterns before reaching out.
With over 30 years of experience in leading and managing call center systems and digital sites support teams, I am a seasoned Site Reliability Engineering Director at MetLife, one of the largest global providers of insurance, annuities, and employee benefit programs. As a Certified SAFe® Agilist, I apply the principles and practices of the Scaled Agile Framework to deliver value and quality to our customers and stakeholders.My core competencies include driving proactive issue detection and resolution using AppDynamics, streamlining and improving operational reporting and incident management, and creating standard intake and application license management processes. I also have expertise in contact center architecture, vendor relations, and process improvement. My mission is to optimize the customer experience in a complex, ever-evolving IT ecosystem, by leading a high-performing Site Reliability Engineering team that leverages data, automation, and innovation.
Listed skills include Ivr, Pbx, Application Development, Cisco, and 46 others.
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A career timeline built from the work history available for this profile.
New York, Ny, Us
Leading Site Reliability Engineering Team focused on optimizing call center customer experience in a complex, ever evolving IT ecosystem. Driving proactive issue detection and resolution using AppDynamics.
New York, Ny, Us
Led call center systems and digital sites support team in order to optimize the customer experience. Teams included Operational Reporting, UAT, Desktop, IVR, and Incident Management. Created standard intake process using WorkFront, instituted application license management process, drove standardization and simplification of Avaya call flow. Streamlined and improved operational reporting and incident management, drove root cause analytics, proactive monitoring and reporting for 40 call center applications.
Bethpage, New York, Us
Implemented Arris ServAssure, enabling Cablevision Network Management and Customer Service reps the opportunity to perform realtime and proactive monitoring of 8,000,000 cable devices across the Cablevision footprint. Acted as project leader, project manager, and product manager for this project which involved the installation of 171 servers. Supported over 1,000 system users. Conducted executive briefings, weekly status meetings, and financial tracking throughout the year long implementation .
Bethpage, New York, Us
Director, Design & Development, Support, Business Relationship Mgt, Contact CenterCablevision Systems Corp, Bethpage, NY (5 years, 11 months)Led several teams at Cablevision, the Contact Center IS (CCIS) application development team, the CCIS Business Relationship Management team, and the CCIS Technical Support team. The Application Development team developed applications and provided Tier 3 support to 40 contact center applications. The team played a key role in the Genesys ACD / IVR / Analytics & Reporting Replacement project, which affected all of the Cablevision Contact Centers over a 4 year period. I also led the CCIS Technical Support team, changing the department from a reactive to proactive planning based organization. I formed and led the Contact Center PC Tools Working group, consisting of IT resources, and contact center supervisors, managers, and trainers. We reviewed the performance of the Call Center PCs and applications on a weekly basis, and worked with various IT groups and application vendors to improve performance and escalate any issues that prevented reps from providing the best service to our customers. I also worked with the Cablevision Customer Service Operational Support team to improve the use and support of the Oracle RightNow Technologies system, enabling the Contact Center reps to handle emails, chats, and monitor Social Media (Facebook, Twitter). I also led the Business Relationship Management team, working to improve communication and service to our contact center customers.
New York, Ny, Us
Appointed as representative of CIO to participate in IT vendor management and customer interaction for vendors such as Bloomberg, Avaya, Cisco. Participated on a committee to improve the change management process used by the IT department. Represented the Telecommunications Group at business meetings.
Appointed as IT representative to work with business members challenged to improve customer service using Cisco Geotel CTI call routing, Syntellect IVR, Avaya ACD, Witness Call recording system. Participated in strategic analysis, helped build ROI models, and produced turn-key solutions that drove call center reorganization targeting affinity relationships and strategic business partners; substantially improved profitability. Acted as a project manager on speech recognition and Quality assurance projects using CMM methodology. Transitioned the systems over to a support group once the systems had been implemented.
Jericho, New York, Us
Assisted in the creation of 5 call centers across the US, managed call technology across all sites during highly fluctuating call periods.
Quick answers generated from the profile data available on this page.
Michael Drennan works for MetLife.
Michael Drennan is listed as Director, Site Reliability Engineering at MetLife.
AeroLeads has found 1 work email signal at @metlife.com for Michael Drennan at MetLife.
AeroLeads has found 5 phone signal(s) with area code 347, 919, 866, 610 for Michael Drennan at MetLife.
Michael Drennan is based in New York City Metropolitan Area, United States while working with MetLife.
Michael Drennan has worked for Metlife, Cablevision, Dreyfus, Dreyfus Service Corporation, and 1-800-Flowers.Com, Inc..
You can use AeroLeads to view verified contact signals for Michael Drennan at MetLife, including work email, phone, and LinkedIn data when available.
Michael Drennan holds Bachelor’S Degree, Acccounting from St. John'S University.
Michael Drennan is listed with skills including Ivr, Pbx, Application Development, Cisco, Vendor Management, Avaya, Call Center, and Product Management.
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