Responsibilities- Managed Network Services: Monitoring, managing, and maintaining network infrastructure.- Managed Security Services: Protecting systems and data through the implementation of security measures.- Managed Server Services: Monitoring and managing server infrastructure for optimal performance.- Cloud Hosting: Providing computing resources over the internet.- Cloud Storage: Storing and managing data in remote servers.- Cloud Computing: Offering virtualized computing resources and services.- Cybersecurity Services such as security compliance or audits, vulnerability tests, and incident preparation plan and response.- Data Management and Analysis: data migration, warehousing, backup and recovery. Data analysis, collecting, cleansing, interpretation, visualization, creating reports, modeling data, testing data for accuracy, and data governance.- identify data elements and understand sources, define data mapping rules, execute, test, document, and validate.- Date protection via encryption, access controls, data loss prevention plan creation, and ensure all compliance and legal standards are being met.- Identity and Access Management through robust user authentication and access governance policy creation.- Stakeholder communication for business process improvements, presenting data visualization reports, and managing stakeholder expectations.- Proficiency using Alteryx, SQL, Python, Tableau, Power BI, Microsoft Fabric, Visio, Lucidchart, Jupyter, Jira, ERwin, Power Query, Oracle, Altova MapForce, Apache NiFi, and Microsoft SSIS (SQL Server Integration Services) Skills:Cloud Computing - Cloud Service Provider - Data Analytics - Big Data Analysis - Identity and Access Management - Communication - IaaS - PaaS - SaaS - INaaS - BPaaS - Cloud Migration - Cloud Maintenance - Database Management Systems (DBMS)

- Conduct business process reviews to understand current state business processes and how underlying applications support and enable these processes.- Collaborate with business partners and stakeholders to identify and define high level and detailed business/functional requirements.- Prepare gap and impact analysis documentation.- Provide guidance to project team regarding functional requirements.- Responsible for, monitoring and reacting to call volume fluctuations in real-time, restore service levels as quickly as possible during call volume fluctuations.- Schedule agent activities around forecasted call patterns.- Schedule off-phone activities when call volume projections are low.- Manage / adjust call routing when unusual patterns exist in order to ensure service levels are met.- Update schedules to ensure service levels and staffing projections are met.- Familiar with all aspects of WFM planning & monitoring, scheduling, real-time management, reporting and analytics, elicitation and collaboration, life cycle management.- Ensure and validate that delivered functionality meets the business objectives.- Serve as the SME for User Acceptance Testing efforts.- Proactively identify opportunities to utilize current or innovative technical solutions to improve business processes and/or products that provide additional revenue, cost savings or efficiency gains.

- Define project goals and objectives.- Develop a detailed project plan, including scope, schedule, budget, and resources.- Identify project stakeholders and establish communication plan.- Assign tasks and responsibilities to team members.- Positive and motivating work environment.- Define and control project scope.- Ensure project requirements are met and scope changes are properly documented and approved.- Monitor and control costs to ensure project stays within budget.- Identify potential risks and develop risk management plan.- Ensure project deliverables meet quality standards.- Facilitate effective communication among team members and stakeholders.- Engage with stakeholders and manage expectations. Address concerns and resolve conflicts.- Manage the procurement of required resources and/or services.- Track project progress and generate regular status reports for stakeholders.- Ensure all project deliverables are completed and accepted by stakeholders.- Conduct a post-project review to identify and document areas for improvement.

- Conducted in-depth analysis of historical data to accurately forecast call volumes and staffing requirements.- Developed and managed shift schedules, ensuring optimal coverage while minimizing labor costs.- Monitored real-time performance metrics and made immediate adjustments to schedules to maintain service level agreements.- Collaborated with HR and recruiting teams to streamline onboarding and training processes for new hires.- Implemented workforce management software upgrades and improvements to enhance efficiency.- Conducted regular performance reviews and identified areas for process improvement.- Analyzed workforce trends to anticipate future staffing needs and make proactive adjustments.- Proficient utilizing WFM software and tools such as Kronos, Verint etc.- Improved schedule adherence and reduced absenteeism by 15% through better communication and employee engagement.- Collaborated with department managers to understand their staffing needs and create workforce plans accordingly.- Conducted regular audits of time and attendance data to ensure accuracy and compliance with labor regulations.- Played a key role in the development of a workforce planning dashboard, providing real-time insights to senior management.