Rod Watson Email & Phone Number

Virginia Beach, Va, Us

Virginia, United States

Lead IT Analyst - Telecom & Contact Center

Virginia Beach, Virginia, United States

Provided technical consult for new business projects, implementations, expansions, changes, market re-bids, and migrations. Liaison between Business Owners; Technical Stakeholders, and Vendors for systems and telephonic solutions. Drove program initiatives through all stages of scoping, solutioning, costing, development, deployment, and testing.• Developed, designed, and implemented business initiatives and projects, in collaboration with Business, IT, and vendor… Show more Provided technical consult for new business projects, implementations, expansions, changes, market re-bids, and migrations. Liaison between Business Owners; Technical Stakeholders, and Vendors for systems and telephonic solutions. Drove program initiatives through all stages of scoping, solutioning, costing, development, deployment, and testing.• Developed, designed, and implemented business initiatives and projects, in collaboration with Business, IT, and vendor stakeholders.• Collaborated with teams of Business Stakeholders, Project Managers, Change Advisors, Analysts, Developers, and vendors assigned to large-scale projects.• Systems & Support - Expansion of BA-II/III scope. • Scaled Agile Framework (SAFe®) Product Owner / Product Manager (POPM)- GBD-Verint, GBD-Outbound Dialer, GBD-TCPA, GBD-Fax/Fax II- GBD-Reporting - shared resource for GBD-NCC Analytics Team to support reporting requirements for Medicaid, Medicare, and MedSupp contact centers. Show less

Virginia Beach, Virginia

Provided operational, application, telephonic, and technical support for Government Business Division and Healthcare Management Services (HCMS) contact centers and business teams. Served as Technical liaison between Business, IT, and vendor stakeholders. Led cross-functional teams and developed project plans. • Collaborated with business partners as technical resource for Government Business Division and HealthCare Management Services (HCMS) business units, including system administration… Show more Provided operational, application, telephonic, and technical support for Government Business Division and Healthcare Management Services (HCMS) contact centers and business teams. Served as Technical liaison between Business, IT, and vendor stakeholders. Led cross-functional teams and developed project plans. • Collaborated with business partners as technical resource for Government Business Division and HealthCare Management Services (HCMS) business units, including system administration and support, optimizing communication allowing for rapid knowledge transfer for new process training and issue resolution.• Translated business needs into detailed requirements documentation and flowcharts.• Wrote user stories, acceptance criteria, and test cases/scripts.• Performed UAT and/or Production Validation, and provided sign-off on solution deliverables.• Operated as System Administrator and support for Verint / Impact360 and Avaya Systems (CMS Supervisor, Outbound Dialer, and OneX Agent).• Facilitated troubleshooting, configuration, and training in multiple phone system applications Avaya (Communicator / Agent and CMS Supervisor) Genesys (Workplace Desktop Edition (WDE), ensuring call center associates could log into phone systems to assist customers.• Key stake holder and contributor to major forklift upgrade of the Verint Call Recording application from Version 7 to Version 11 (1Q-2015).• Migrated entire call center populations from the Verint Call Recording application Version 11 to Version 15. (2019-2021)• Migrated business teams from Avaya to Genesys telephone platforms. (2019-2021)• Performed root cause analysis and resolved trouble tickets/incidents.• Created and maintained process documents and flowcharts in support ofContact Center operations.• Team SharePoint administrator and 3ubject matter expert.• Produced recurring reports to measure team Service Level Agreements (SLA’s).• Mentored junior staff. Show less

Virginia Beach, Virginia

Provided operational, application, telephonic, and technical support for Government Business Division and Healthcare Management Services (HCMS) contact centers and business teams. Served as Technical liaison between Business, IT, and vendor stakeholders. Led cross-functional teams and developed project plans. • Collaborated with business partners as technical resource for Government Business Division and HealthCare Management Services (HCMS) business units, including system administration… Show more Provided operational, application, telephonic, and technical support for Government Business Division and Healthcare Management Services (HCMS) contact centers and business teams. Served as Technical liaison between Business, IT, and vendor stakeholders. Led cross-functional teams and developed project plans. • Collaborated with business partners as technical resource for Government Business Division and HealthCare Management Services (HCMS) business units, including system administration and support, optimizing communication allowing for rapid knowledge transfer for new process training and issue resolution.• Translated business needs into detailed requirements documentation and flowcharts.• Wrote user stories, acceptance criteria, and test cases/scripts.• Performed UAT on behalf of, and/or with, Business Stakeholders, and facilitated post-release production validation• Operated as System Administrator and support for Verint / Impact360 and Avaya Systems (CMS Supervisor, Outbound Dialer, and OneX Agent).• Facilitated troubleshooting, configuration, and training in multiple phone system applications Avaya (Communicator / Agent and CMS Supervisor) Genesys (Workplace Desktop Edition (WDE), ensuring call center associates could log into phone systems to assist customers.• Key stake holder and contributor to major forklift upgrade of the Verint Call Recording application from Version 7 to Version 11 (1Q-2015).• Migrated entire call center populations from the Verint Call Recording application Version 11 to Version 15. (2019-2021)• Migrated business teams from Avaya to Genesys telephone platforms. (2019-2021)• Performed root cause analysis and resolved trouble tickets/incidents.• Created and maintained process documents and flowcharts in support ofContact Center operations.• Team SharePoint administrator and 3ubject matter expert.• Produced recurring reports to measure team Service Level Agreements (SLA’s). Show less

Virginia Beach, Virginia

Performed systems administration duties for enterprise training environment.• Systems Administrator of Oracle (PeopleSoft) applications - Enterprise Learning Management (ELM), HR Training Admin, Enterprise Portal (PTL), and other Learning Management Systems (Skillport and Element K). • Administered end-user security profiles for multiple Training Environments [Facets (FAC1T), Care Compass (CAE1T), Care Enhance Review Manager (CERMe)]• Gathered requirements, clarified business… Show more Performed systems administration duties for enterprise training environment.• Systems Administrator of Oracle (PeopleSoft) applications - Enterprise Learning Management (ELM), HR Training Admin, Enterprise Portal (PTL), and other Learning Management Systems (Skillport and Element K). • Administered end-user security profiles for multiple Training Environments [Facets (FAC1T), Care Compass (CAE1T), Care Enhance Review Manager (CERMe)]• Gathered requirements, clarified business needs, defined project scope and objectives.• Drafted and maintained process documentation and flowcharts to illustrate tasks and, dependencies.• Conducted business analysis, developed test cases, and functional analyses of data requirements.• Supported ELM Implementation, drafted and executed test scripts, and conducted User Acceptance Testing.• Administered security profiles for multiple Training Environments [Facets (FAC1T), Care Compass (CAE1T), Care Enhance Review Manager (CERMe)]• Help Desk Administration - troubleshoot and resolve Service Center (Online Learning Group) trouble tickets and Online Learning Administrator issues, Security Access, Compliance training issues, workstation resource issues, broker management issues, change management requests, and shipping requests.• Ran simple queries and provided reporting and analysis of compliance training, training progress, and training surveys.• Configured, loaded, and tested computer-based training content into production.• Supported team with reporting, configuration, and testing. • Collaborated with peers on process improvement and establishing best practices. • Provided guidance to Training Coordinators on logistics support for training, implementations, and training assets. Show less

Virginia Beach, Virginia

Supported end-to-end service delivery and trouble management operations of Commercial telephony and internet products.• Conducted gap analyses of end-to-end service delivery and trouble management operations for Commercial telephony and broadband products.• Created Service Delivery and Trouble Management flowcharts to identify dependencies and streamline processes.• Developed reporting for Leadership and task owners.• Acted as liaison to Corporate and Regional offices to… Show more Supported end-to-end service delivery and trouble management operations of Commercial telephony and internet products.• Conducted gap analyses of end-to-end service delivery and trouble management operations for Commercial telephony and broadband products.• Created Service Delivery and Trouble Management flowcharts to identify dependencies and streamline processes.• Developed reporting for Leadership and task owners.• Acted as liaison to Corporate and Regional offices to share best practice documentation and reports.• Contributed to the development of Disaster Recovery Procedures. Show less

Virginia Beach, Virginia

Managed department of voice switch and broadband switch Systems Administrators for a Telephone and DSL Internet Services.

Virginia Beach, Virginia

Systems Administrator - telephony and broadband services.