Michael Ensign Email & Phone Number

Supervises a team of management employees responsible for all activities relating to technical guidance for planning, directing, and monitoring systems operations within the call centers. Plans and recommends machine modifications or additional equipment to increase the capacity of the system. Prepares operational cost estimates for current and proposed projects. Directs compilation of records and reports concerning production, machine malfunctioning, and maintenance. Advise or consult on organizational, procedural, and work flow plans, methods, and procedures analysis. Analyzes the results of workflow plans, monitors the operating systems and recommends changes to improve processing and utilization. Manages all activities related to planning, researching and evaluating new technology integration, systems development, methodologies, data administration, capacity planning, training and technical support. Plays a lead role in solving more challenging technical problems and in developing specialized and generalized software for use throughout the organization. Sets standards for the smooth operation and installation of system solutions. Having system wide responsibility on complex projects and components. Responsible for solving highly technical complex problems and is called on to consult for other projects. Assists with the transfer of knowledge of technical skills. Serves as a Subject Matter Expert within the organization as a key contributor, provides direction and coaching to departmental staff. Direct the flow of the operation and determine how to fix problems as they arise.

• Responsible for information services, performance and quality improvement. • Coordinated Contact Center and corporate information to provide accurate and timely reporting to senior management. • Significantly improved customer service through customer self-service; process and technology improvements. Designed and Built a 400 seat 24/7 contact center; Customer Self-service IVR processing $2.5 million in revenue.• Responsible for setting the Technology Roadmap in overall direction, policies, standards, and guidelines for the IT organization’s technology environment including lifecycle and asset management. • Leading a team of IT Helpdesk analysts; Tier 3 technical support specialists; Application developers and systems support administrators, spanning technical, application, information, and infrastructure strategies, setting the enterprise architecture vision and tying it to the business’ objectives. • Define, develop, and manage technology governance across the IT organization that is in line with the wireless business. • Proven Leadership in establishing strong relationships with the business units and Information System groups within the organization, teaching and driving improved communication of the architecture vision and the needs and issues as they relate to architecture, infrastructure, and security. • Providing on-going evaluations of technology solutions and capabilities to ensure alignment with the business objectives. Identify areas of risk, while monitoring the current environment, potential improvement areas, and the financial implications of those decisions. An extension to the IT leadership team on issues unique to the telecommunications, specifically wireless, industry. • Hiring, retaining, developing and motivating a group of highly talented staff, building bench strength in the architecture and security functions.

Centennial Wireless was aquired by AT&T• Responsible for information services, performance and quality improvement. • Coordinated Contact Center and corporate information to provide accurate and timely reporting to senior management. • Significantly improved customer service through customer self-service; process and technology improvements. Designed and Built a 400 seat 24/7 contact center; Customer Self-service IVR processing $2.5 million in revenue.• Responsible for setting the Technology Roadmap in overall direction, policies, standards, and guidelines for the IT organization’s technology environment including lifecycle and asset management. • Leading a team of IT Helpdesk analysts; Tier 3 technical support specialists; Application developers and systems support administrators, spanning technical, application, information, and infrastructure strategies, setting the enterprise architecture vision and tying it to the business’ objectives. • Define, develop, and manage technology governance across the IT organization that is in line with the wireless business. • Proven Leadership in establishing strong relationships with the business units and Information System groups within the organization, teaching and driving improved communication of the architecture vision and the needs and issues as they relate to architecture, infrastructure, and security. • Providing on-going evaluations of technology solutions and capabilities to ensure alignment with the business objectives. Identify areas of risk, while monitoring the current environment, potential improvement areas, and the financial implications of those decisions. An extension to the IT leadership team on issues unique to the telecommunications, specifically wireless, industry. • Hiring, retaining, developing and motivating a group of highly talented staff, building bench strength in the architecture and security functions.

• Provided leadership throughout the budgeting process and provided training for departmental management on call center management tools and reporting analysis. • Performed monthly operational reviews with senior management.• Developed an internal Trouble Ticketing application used by Sales; Customer Care; All Technical Support levels & Engineering.

• Developed the customer support organization layer between customer service and engineering. • Coordinated corporate information to provide accurate and timely reporting to senior management.• Installed the corporate IT Helpdesk structure and management.

• Coordinated loss prevention corporate information to provide accurate and timely reporting to senior management. Case management, and risk management• Performed loss prevention financial reporting to corporate and process reviews. Made loss prevention proposals to senior management. Implemented the fraud management system, recognizing $250K+ per month in revenue loss from roamer and subscriber fraud.

Elementary Education

Pharmacy