Tim Traylor Email & Phone Number

Norristown, Pa, Us

Willow Grove, Pa

Responsible for managing a 15+ team of technical experts for a leading call center solutions provider. Oversee telecom, network, system administration, programming and service desk teams focused on providing technical solutions and support for customers, and the company’s 25+ locations in the US and Canada. Manage vendor relationships of service, hardware, and software providers. Ensure that systems and applications meet service levels for reliability, availability, security and performance.

Willow Grove, Pa

Working manager of 10 person team providing customer-centric software solutions for call center services. Architect, create, deploy, and support a wide variety of custom solutions for customers, including DRTV product sales, order entry and fulfillment, energy service opt in/out, crew check in/out, patient scheduling, webinar QA processing via phone, email and SMS, and extensive client reporting. Support customer needs of 45 call center sites, as well as internal and infrastructure development for the sites, corporate office, and sales departments. Internal development includes browser-based agent calling, customer billing and site charge-back, document management, and credit card processing.• Received 10 programming staff who worked largely independently of each other, and created a cohesive, self-supportive team. • Architected a customer portal framework which minimized customer application deployment time and increased customer satisfaction by allowing maintenance of their own data.• Designed and wrote the ‘Alert Service’ system, which allows any Internet-connected customer system to send emergency alerts, which can be addressed by any of the 45 Answernet sites.• Transitioned the company from legacy Interactive Voice Response (IVR) systems to cloud-based IVR telephony.• Architected cloud-based telephony infrastructure supporting real-time call routing and destination allocation, as well as a virtual call queue.

Provider of software development and IT services to small and mid-sized businesses, and developer of retail software. Design, create, and deploy custom applications, databases, websites, and retail software across multiple markets. Provide IT support for businesses with as many as 25 employees, performing all server, desktop, smart device, email, security, remote access, and hardware support functions. Recommend, plan, and implement network, server, and desktop deployments and upgrades. Provide project management of client’s technical projects, coordinating with owners, managers, and users.• Developed retail software package, including modules and web services for support contact, error reporting, automatic updates, PayPal payment processing, registration, and licensing.• Created HIPAA-compliant software which utilized encryption to allow the centralized comparison and reporting of individual’s involuntary psychiatric commitments across all five counties in Southeastern PA, which had never before been possible.• Implemented Exchange Server project which utilized IMF, blacklists, and server security filtering, resulting in a 96% reduction of incoming SPAM.

All systems/software engineering lifecycle phases for new and existing pc and network client server, and mainframe batch and online application programs. Coordinate with managers, users and other technical personnel to define new business functionality and applications. Provide 24x7 on call application support. Resolve general network and workstation related software problems for 50 technical users and coordinated all application and operating system upgrades with dedicated technical support area. Implement new software development process based on the Carnegie Mellon/SEI capability maturity model.• Automated a prior-period customer account adjustment process, which reduced per-transaction user involvement from 2 hours to 2 minutes.• Completed 6 major bank conversions, the success of which eliminated the risk of customer loss due to system issues• Created one of the earliest pc/mainframe client/server applications at Mellon. This system reduced back room customer check generation time by 25%. The sharing of development information with other technical areas helped reduce their development time on subsequent client/server projects.

All systems/software lifecycle phases for new and existing midrange and pc applications. Evaluate, install and train users in use of package software systems. Mange technical and non-technical personnel. Coordinate information flow and inter-departmental projects. • Successfully managed the small IT shop, which eliminated the need for the financial controller’s involvement. This resulted in the release of 25% of his time.• Learned a new programming language, which allowed us to support our software systems in house. This permitted the severing of the relationship with the 3rd party software vendor and reduced development and support costs by 50%. • Instrumental in the rollout and utilization of early model pc’s and taught myself basic, which allowed the automation of various entertainment specific processes, for which no 3rd party software was available.