Manage daily technical operations of a major customer contact center with state-of-the-art telecommunications and information technologies. Oversee staff of technical service analysts and ensure call center operations are running efficiently 24/7, including daily management of mission-critical applications and services; act as liaison between Detroit headquarters and Overland Park office; and maintain/administrate network services, desktop applications, hardware, and servers. Manage LAN and provide IT support to all employees in Overland Park office as well as designated remote offices, including second-tier support to offices in Monterrey, Mexico and Jacksonville, Fla. Responsible for all telecommunications, such as call routing, IVR, and general maintenance; perform system backups; provide training materials and technical support documentation to department; deploy new upgrades/migrations to operating systems and various applications; and maintain/administrate Windows 2003 Server environments. Work in team-centric setting, leading other technical service analysts to deploy new applications and services (including making sure proper change management processes are observed when modifying applications and related interface solutions); and handle all troubleshooting efforts on the IT/voice/data front. Maintain, develop, and provide best practices for all post call routing; manage field personnel in call routing procedures and implementation; provide, maintain, and support local and enterprise reporting tools for all automated call distributors (ACDs) in enterprise for agent and application reporting. Manage vendor relationships for all telephony partners including Verizon Business (VZB), AT&T, Aspect, Avaya, Please Hold, etc., and IT vendors such as IBM, Compaq, and Xerox. Manage VZB to acquire toll numbers that can be routed - point those numbers to specific circuits at each site, build DNIS records on local ACDs, and route to appropriate Agent groups.Specialties: • Saved company $70K per year by absorbing responsibilities of direct report who was deployed to Iraq.• Negotiated 39% savings in Xerox vendor contract.• Implemented and supported employee Work-from-Home pilot program in Overland Park, coordinating all connectivity issues with great success, resulting in cost savings from a head count standpoint in the physical office as well as increased productivity/efficiency throughout organization.
