Michael Reo Email & Phone Number

Aubrey, Tx, Us

Aubrey, Tx, Us

West Hollywood, California, Us

As part of a cross functional team, I am tasked with creating, maintaining and continuously improving business processes. "We are in the business of improving our business"My Current Areas of Focus1. Coordination and Expansion of Global Teams - Standardized documentation in Confluence across functional teams - Work with HR / TA to ensure we are identifying the ideal candidates for our job reqs - Work with Operations / Engineering teams to ensure a successful technical onboarding - Create workflows for role-based onboarding2. License / Contract Management - Led an initiative to procure SaaS management software responsible for License and Contract mgmt. - Necessary as a way to eliminate unnecessary expenditures (duplicate licenses, similar software licenses, etc.) and track shadow IT applications. - Created a work flow that ensures the necessary documentation and reviews are completed (IT, Security, Legal) prior to onboarding a new vendor or application.3. Agile Innovation Projects - Working on an initiative to define innovation projects to be the focal point of the final sprint in a PI - Cataloging these Innovation projects will allow team members to participate in the sprint - Utilizing Airtable I've created an in-take process for all innovation projects where by anyone can view and sign up for the projects they wish to be a part of.4. Virtual Badge Recognition Program - Created visuals for badges assigned to engineering teams for specific projects during a PI, displayed in our community portal - Created an automation via Airtable to update database each time a survey is completed to assign the badges to the correct recipients5. Organizational Velocity - Working with dev ops teams to standardize release tagging in an effort to better track release cadence - identifying release candidates and how they are tagged to better track the releases as they travel from dev to prod

New York, Ny, Us

Short Term (3-6 weeks) and Long Term (12-18 Months) Forecasting and Capacity Planning for our Personal Insurance contact centers (Sales, Coverage Specialists). This includes forecasting Arrival patterns, calls offered, handle time and service levels.Developed and implemented a comprehensive yearly capacity budget model and re-forecast plan, ensuring alignment with demand changes internally and externally. Collaborated with Marketing teams to establish spending budgets and timelines for accurate monthly capacity planning.Collaborated with HR on New Hires (timing of job req, headcount needed) as well as mandatory training schedules to coincide with net staffing availability.

Bellevue, Wa, Us

Intra-day workforce planning and forecasting, utilizing Aspect eWFM. Monitoring schedule compliance / adherence and making staffing recommendations based on the data. **Currently achieving > 95% accuracy on intra-day forecasts, by interval**Reporting via PowerBIAutomation (via Visual Basic) of excel spreadsheets to perform calculations based on subsets of data

Basking Ridge, Nj, Us

• Forecasting / ProjectionsAs a Senior Business Analyst, I am tasked with creating departmental metrics, which includes analyzing existing metrics, and forecasting for overtime, headcount requirements, and general staffing levels. • Workforce Management (Back Office)I am tasked with all facets of workforce management, including departmental shift bid creation based on data analysis, staffing projections, overtime projections, and budget projections. I also update / create departmental KPI’s based on the changes in the business.Based on my analysis, the departmental overtime budget is determined on a weekly and monthly basis. This is done by cross referencing head count expected production (a metric I created) with expected volumes. This allows me to generate a forecast for the amount of hours needed in a given time frame.• Tableau Dashboard ArchitectI create / maintain Tableau dashboards and presentations for Executive Leadership. These dashboards are both informative and interactive in nature.• SQL ExperienceI utilize SQL to query datasets and also to customize views for Tableau dashboard creation.Utilizing SQL allows me to get only relevant database fields, which is a best practice in order to speed up views.• Departmental ExcellenceI am tasked with identifying trends in the business and creating a plan to combat the changes. I develop a hypothesis and validate it / disprove it with statistical data. After confirming the data I would create a plan of action for departmental leadership to review and green light.

Basking Ridge, Nj, Us

• Ad-Hoc reportingI fulfill ad-hoc reporting requests from executive leadership. In addition, I supply the Network team with report requests for any number of KPI's / Staffing.• Tableau Dashboard ArchitectI create / maintain Tableau dashboards for Executive Leadership. These dashboards are both informative and interactive in nature. In addition to dashboards and reporting, I am also tasked with analyzing departmental data and presenting improvements / changes to KPI's, metrics and departmental policies, using Lean Six Sigma principles.• AlteryxI utilize Alteryx to analyze and blend big data in an effort to forecast and predict changes in volumes and production. Using the predictive tools, I can manipulate my dataset and prepare it for visualization.• Departmental ExcellenceI am tasked with identifying trends in the business and creating a plan to combat the changes. I develop a hypothesis and validate it / disprove it with statistical data. After confirming the data I would create a plan of action for departmental leadership to review and green light.• Lean Six SigmaCurrently working on Green Belt projects to measure and increase employee productivity for Verizon Lean Six Sigma

Basking Ridge, Nj, Us

As a Supervisor in the Network Repair Bureau, I am responsible for both employee development and departmental operations.Employee Development• Associate Technician Career Progression - Tickets pass or fail based on effective troubleshooting and use of network tools, identifying and resolving the customer’s complaint, and necessary customer contact.• Monthly one-on-one meetings - Review individual objectives and effective ways to improve areas of opportunity.• Monthly Team meetings - This meeting is designed to discuss new departmental processes or changes that are being made in the NRB. Departmental OperationsScheduling• Force to load strategy - Schedules are formulated based on changes in ticket volume and staffing changes.• KPI performance - In 2015, scheduling was pivotal in helping the NRB achieve all departmental objectives. This includes an 11% increase Year over Year for our prime target objective (80% resolved in 24 hours).• Overtime Efficiency - In conjunction with the overtime supervisor, we were able to improve upon overtime efficiency. This includes focusing the overtime hours during our peak volume days/shifts.Asset Management• Maintain / Upgrade Department Hardware - Requires keeping up with industry and company standards pertaining to equipment.• Database creation and maintenance - necessary to log all equipment, including who the hardware is assigned to, which cube they reside in, and when the warranty expires.NRB Continuous Improvement• Core team involved in improving or removing NRB processes - This includes bi-weekly status calls and updates on each active project.• The active projects are decided upon during weekly management staff meetings. Once an area of improvement is identified, our team takes ownership and begins the process.Contractor & New Hire Interviews• Part of the interview panel for contractors and full time employees in the NRB.

Basking Ridge, Nj, Us

Work directly with other departments, customers, and vendors in troubleshooting data and voice network issues.· Trained in CDMA, SS7, and LTE networks· Run data traces on the FA and HA for troubleshooting customer issues with connectivity.· Perform troubleshooting on various problem types including general broadband access, RF signal issues, MMS, Mobile Web, V-Cast, SMS, International Roaming, Domestic Roaming, LTE related issues· Work directly with customers in solving trouble tickets and while delivering quality customer service.· Document all work and troubleshooting done in Remedy.· Moved into an Enterprise roll working directly with Enterprise customers, their vendors and Data Sales Engineers (DSE) in solving network issues· Diagnosed issues with interface links, IP routes and VPN tunnels· Part of the LTE group; trained in LTE and eHRPD networks· Work with various departments including NOC, DSO, Region Network Ops as well as System Performance, Inter Area OPS teams, CPE Lab and VZB· Project Lead: VZW HomeFusion - LTE-Data Only offering to customers where the address does not qualify for high speed internet (FiOS, U-Verse, etc)

Basking Ridge, Nj, Us

Responsible for day-to-day maintenance of Remedy, including but not limited to adding/modifying/deleting permissions, system updates and enhancements, and the timely and accurate resolution of trouble tickets assigned to my group. Also attend frequent meeting with the Remedy development team to discuss system performance as well as to prioritize upcoming enhancements. I also support a home grown trouble ticketing system called CMIS, and the maintenance includes setting and modifying behaviors to ensure proper routing of tickets created by helpdesk agents.

Holmdel, New Jersey, Us

100% Phone support of Tier 2 connectivity issues concerning VoIP (Voice overInternet Protocol). Assisted customers through the installation of phone devices into existing home and office networks, as well as troubleshooting any connection issues. I assisted customers in setting up DHCP, NAT, and Static IP addresses. I also assisted customers in is setting up PPPoE as necessary, as well as monitoring devices and debugging the devices if any problems arose.

Bachelor Of Science - Bs, Data Analytics & Management

Associate; A.S., General Studies; General Studies

Certificate, Computer Technical Support