Sidney Scott Email & Phone Number

Louisville, Kentucky, Us

DRI for IT relationship with vendor BPOs (Call Centers Organizations) for Humana. Manages critical IT escalations, reviews and coordinates governance and strategy for BPO support vendors, reviewing and approving strategy requirements and operational changes to meet risk resolution requirements going into AEP (annual sales season), monitors operational metrics of vendors, and defines strategy to improve performance and business outcome alignment. Defines SOP for operational needs and promotes improvements to both short term and annual strategy. Brings IT groups to the table to discuss vendor architectural reviews, risk reduction strategies, telecom and network technology enhancements, leads effort for AEP Readiness with Work Force Management requirements for annual sales period by coordinating voice load testing of vendor all call centers, and documents and communicates process and outcomes with executive leadership. Develops and distributes departmental monthly newsletter for internal BPO projects and AEP Readiness.

Louisville, Kentucky, Us

Lead Telecom/Networking projects throughout IT Humana telecom infrastructure and with external vendors, measuring quality through automatic and coordinated team testing. Developed processes to improve various program testing, including implantation of automated call quality utilities. Managed call center Load Testing project prior to corporate sales season with all call center BPOs, also lead department for six months while department head was on medical leave.

Louisville, Kentucky, Us

Develop and managed SQL access management program, maintenance projects, and Telephony Oracle work stream and Testing work stream programs, coordinating with Humana technical teams, Oracle, Deloitte, AT&T and Empirix vendor teams to achieve desired outcomes. Reporting performance metrics, in weekly senior leadership meetings and preparing data to be shared with the ITLOC executive leadership meetings. Work includes project management of Voice Load Testing project for 2021. Managed and coordinate major Elevated Access security projects. Includes executive (C-Suite, strategic level management, and operational level management) interaction and decision coordination, solution development, budget lifecycle management of multimillion dollar projects, resource allocations, project planning and execution, and performance monitoring.

Tampa, Fl, Us

On assignment to Humana, managing and coordinating strategic enterprise program of SQL Elevated Access and Access Management and provisioning projects. Includes executive interaction and decision coordination, solution development, budget lifecycle management of multimillion dollar projects, resource allocations, project planning and execution, and performance monitoring. Responsible for reporting status of projects directly to the CTO.

Boca Raton, Florida, Us

Strategic management, client coordination, contract and overall performance management for call centers supporting financial aid, student accounts, admissions, records registration, and e-learning services. This includes support for largest college system in the state of Kentucky, including 16 colleges at over 60 campuses statewide. Project management includes all beginning of term coordination, campaign management, online self-help updates, and development of new services.

Lexington, Ky, Us

Program Management includes projects to Revise and Improve Service Effectiveness (RAISE), based on ITIL v.3 framework and AGILE decision making, to review of cost (LEAN principles), and to improve customer service. Projects include a portfolio of multi-departmental service improvements, customer interfaces, workflow, and time spent satisfying and resolving customer incidents and requests.

Lexington, Ky, Us

Provide leadership and project management on IT customer support projects. Identify needs, develop project plans, project management, and coordinate support across multiple call centers and various support locations across campus. Collaboration with colleges, Health Care, vendors, and administration and provide performance metrics on overall IT performance. I am Steward of Customer Service within ITIL v.3 support framework. Project Manager and lead of UK Identity Management within UKIT.

Lexington, Ky, Us

Centralized Help Desk management, desktop and mainframe application support and assistance, project management, and interdepartmental process management.

Night audit processes, customer service, billing, and reporting.

Night Audit processes, customer service, billing, and reporting.

Night audit processes, customer service, billing, and reporting.

Minneapolis, Mn, Us

On assignment at ISSC/IBM Lexington. Managed a team of Operations and Programming consultants at customer site, performing software development, computer operations, and project management. Customer: ISSC/IBM Lexington.

Lexington, Kentucky, Us

On-air announcing, general production, content selection and development, program coordination.

Maintained centralized networking. Provided help desk support for internal banking customers. Maintained ATM network.

Help desk support for race horse performance service.

Bba, Management: Decision Science And Information Systems

Graduate Work Toward Mba, Information Technology