Marc Smith Email & Phone Number

Nashville Metropolitan Area

• Customer Engagement; Collaborate with existing customers to understand their needs and provideexpert guidance on sourcing, implementing, and optimizing relevant CCaaS platforms.• Project Management: Lead projects from initiation to completion, ensuring timely delivery andalignment with client goals. This includes hands-on-keyboard configuration to implement andoptimize relevant Contact Center platforms.• Team Leadership: Oversee and lead a team of Project Managers, Engineers, and Customer Successresources, ensuring high performance and professional growth.• KPI Management: Be grounded in clients' KPIs, working closely with them to meet and attainthese objectives using relevant Contact Center applications.• Client Success: Ensure clients' success by optimizing their contact center operations, drivingefficiency, and improving customer satisfaction.• Certification and Training: Execute the proper training and certification processes.• Vendor Relations: Serve as one of the liaisons between Tech Stack Advising and our vendor partners,fostering strong relationships and ensuring alignment with our strategic goals.• MBO Development: Craft and manage your direct Management by Objectives (MBOs) each quarter,ensuring alignment with the organizational MBOs dictated by Tech Stack Advising.

Nashville Metropolitan Area

Greater Nashville Area

Greater Nashville Area, Tn

Provided onsite and remote support for architecture, design, and implementation of Five9 solutions for multiple customers, focusing on Inbound Routing, Salesforce, and other CRM integrations and IVR development. Acted as a liaison between customer and other departments including tech support and product management. Conducted product training and solution knowledge transfer for customer personnel.• Coordinated both internal and external resources to ensure project success• Developed collateral and processes for onboarding new hires• Acted as SME for Outbound, Salesforce integration, and Strategic Solutions• Developed training curriculum for CRM integrations including Salesforce• Developed training curriculum for SSO integrations including Okta and Google Suite• Mentored new hire Platform Engineers

Greater Nashville Area, Tn

Responsible for technical aspects of best practices, methodology and process for delivery teams within Worldwide Professional Services. Oversaw new hire onboarding and training. • Developed tools and collateral for use by field resources• Performed new hire on-boarding, to include training, mentoring and pre-onboarding logistics• Performed technical interviews with new hire candidates• Mentored new Platform Engineers• Developed training materials covering integration of Five9 with OAuth, SSO and Salesforce

Greater Nashville Area, Tn

Provided onsite support for architecture, design and implementation of Five9 products for multiple customers, focusing on Salesforce Integration, IVR and Inbound Routing, and Back-end Automating using Five9 APIs.

Greater Nashville Area, Tn

Supervise highly complex service delivery teams and ensure that technical and network operations, application support, and custom applications teams interact effectively.• Acted as technical subject matter expert covering UNIX and Linux• Created document templates and sample documentation to improve work flow and documentation standards• Coordinated both internal and external resources to ensure project success• Collected and documented business and technical requirements for new initiatives• Developed reporting mechanism to show variance between work orders created in SF.com and revenue

Greater Nashville Area, Tn

Responsible for resource management in a multi-million dollar line of PS business. Oversaw and maintained subcontracted partner relationships. Managed a team of 15 employees and subcontractors. Oversaw and maintained subcontracted partner relationships. Provided input for all other aspects of the business, including P&L. • Increased billable utilization 2-3% per year by applying new resource management methodology• Increased bench staff workability by developing training strategy for technical personnel• Improved internal customer relations by implementing new staffing request procedure • Decreased time for new hires to become acclimated by developing improved new hire training program• Trained and mentored new hires under the Associate Consultant program

Greater Nashville Area, Tn

Provided onsite support for architecture, design and implementation of Genesys products for multiple customers, focusing on eServices, SIP, Routing (voice and non-voice) and Alcatel integration. Acted as a liaison between customer and other departments including tech support and product management. Conducted knowledge transfer for customer personnel.• Improved team performance by developing scripts to automate deployment of products on UNIX platforms• Increased field knowledge of 3rd party software including Tomcat and Apache by conducting internal training and acting as “go to guy” for the subject matter• Increased field knowledge of UNIX systems by conducting internal training and acting as “go to guy” for the subject matter

Greater Nashville Area, Tn

Member of team responsible for maintaining 90+ servers of varying flavors of UNIX including HPUX, Solaris, AIX and Linux. Maintained server infrastructure of website back end including Apache webserver, Tomcat and J-Boss application servers and Endeca Search Engine. Specialized in automating time consuming system administration tasks.• Assisted with successful enterprise implementation of Veritas Netbackup by deploying UNIX components• Successfully deployed servers for EDI solution by acting as systems administrator on implementation team

Greater Memphis Area

Responsible for administrating 35 servers of varying OS’s, including DGUX, HPUX, Solaris, AIX, Linux, SCO, Windows 2000 and Windows NT. Assisted with support issues on other platforms including OpenVMS and Novell Netware..• Formulated successful backup strategy for UNIX servers using Veritas Netbackup• Resolved production down issues with Impac radiation oncology software by working closely with vendor technical support • Successfully migrated 20 DGUX/Intel servers to HPUX/RISC platform by acting as primary system administrator

Greater Memphis Area

Provided onsite support for architecture, design and implementation of Genesys products for multiple customers, focusing on eServices, SIP, Routing (voice and non-voice) and Alcatel integration. Acted as a liaison between customer and other departments including tech support and product management. Conducted knowledge transfer for customer personnel• Increased field knowledge of UNIX systems by conducting internal training and acting as “go to guy” for the subject matter

Greater Memphis Area

Responsible for technology infrastructure utilized in call center including desktops, servers, databases and Genesys implementation. Acted as liaison between Call Center Management and other IT staff members.• Developed server side Perl script to increase agent productivity in data entry for client calls• Implemented Genesys solution including inbound, outbound, routing and reporting

Senatobia, Ms

Provided field medical services while attached to 1/108th Armored Cavalry - Mississippi ARNG

Information Technology Management, Information Technology Management

Nursing, Nursing