• Pioneered the development of a new product, propelling Trextel into Business Intelligence and Data Aggregation sectors.• Crafted and executed a strategic IT roadmap, enhancing product delivery and operational efficiency.• Optimized vendor management, reducing network monitoring costs by 80%.• Cultivated a culture of innovation within the technology team, improving development cadence and product quality.

Directly responsible for Network Operations and Application Delivery/Production support focusing on proactive monitoring, rapid response and technical debt reduction for SaaS and Application services. Led the high-volume multidisciplinary teams supporting Network Operations for some of the largest retail verticals in the US across multiple time zones and locations. Designed and led the implementation of a comprehensive Change Management process.Software deployment and warranty fix responsibility and leadership. Led IT software compliance initiative to bring license compliance to 100%.Developed and documented resourcing roadmaps, budgets and schedules.Led all recruiting activities across the teams. Introduced a greatly improved methodology to identify gaps/risks early and establish mitigation plans for both technical issues and resources.Led the establishment and review of documentation and process regarding recurring issues, new standard operating procedures and knowledge transfer materials.

Privaci is an IT security consulting company that specializes in bringing small and medium-sized businesses back to the forefront of IT security.Chris is a cybersecurity professional with expertise in information security strategy and execution and over 20 years of experience in various technology roles.Chris was previously the Managing Consultant on the Attack and Penetration Team of Privaci where he managed and provided world-class security consulting services to corporate clients in many industries. Chris offers ongoing thought leadership by developing methodologies, tools and training other security professionals as the Senior Board member.

Directly responsible for the successful delivery and operation of a global SAAS platform.Led the high-volume teams supporting e-commerce applications for the largest banks in the US. Designed and led the implementation of a comprehensive Change Management process.Software deployment and warranty fix responsibility and leadership. Led the IT delivery and response teams in addition to operational support role.

Led all planning for the Network Operations Center. Defined and executed the direction of network operations and created strategies to decrease MTTR, increase differentiation and increased the Birch competitive advantage.Created and oversaw the implementation of enterprise-wide functional and operational strategies.Developed and maintained strategic partnerships with key vendors and contractors to ensure effective implementation of business strategies as well as to identify expedient and comprehensive solutions to customer-impacting issues. Exhibited consistent exercise of independent judgment and discretion in all matters of significance.Developed change management process based on an understanding of current and desired future states and teams impacted by the change. Reduced maintenance related outages. This was a ground up implementation of an actionable and targeted change management plan – including stakeholder analysis, communications planning, change impacts, change agent network, organizational readiness, and training plans.Created service metrics and quality assurance goals and ensured compliance to plan. Continually developed and implemented best-in-class customer service, acquisition integration, and network maintenance standards. Provided essential thought leadership and practice development effort in order to help evolve and mature practice service areas.

I delivered a completely functional and staffed NOC from the ground up for this $100 million CLEC. Expanded the NOC team by over 500% and implemented cross-functional teams within a 24x7x365 high-pressure environment. Set extremely high standards for dealing with the technical problems of our customers and consistently exceeded customer expectations. I reduced budget expenditures through both lean staffing and continuously improving efficiency, while maintaining operational excellence across the team.• I stood up this NOC from a bare floor installation to a fully staffed and functional Support Organization within a 60 day timeframe.• Achieved a NPI of 86% measured through continuous trouble ticket surveys. Even in the toughest of situations we earned the respect and future business of our customers.• Set strategic and tactical priorities to align with OneSource Networks business policies.• Delivered integrity without compromise, respect, commitment to excellence, collaboration, agility, and values diversity-- every day with every team member.• Advocated for proven standardized processes and methodologies across the enterprise and led by example.• Provided oversight, guidance and coordination for network project initiatives.• I constantly improved real-time identification and resolution of real-timeproblems; brought a deep attention to process, training and actions necessary to reduce the duration of outages and issue detection, response and recovery.

Ensured that quality and customer satisfaction goals were met to ensure customer retention and uphold the Telepacific brandMinimized call escalations through effective coaching and team supportEnsured that all team members obtained the appropriate training and support to best apply their knowledge and skills to the jobSME on product functionality and company/department policiesManaged all field personnel supporting 600 Telecom POP's throughout the US for Telwest/Telepacific's network support and Moves/Adds/Changes. To include dispatching, Workforce Management and escalationsPromoted consistent customer satisfaction through the thorough resolution of escalated customer issuesManage queues and shift performance for all agentsCommunicated business strategies and results to all agents.Created and fostered a positive, successful, and professional work environment where employees chose to work, achieve their goals, and cultivate their own career paths.Offered frequent formal and informal recognition for all agentsBuilt solid productive relationships with all levels of leadership and support teamsFacilitated effective and supportive team relationshipsResolved operational and interdepartmental problems quicklyProvided timely feedback to the management team on customer trends, issues and needsFacilitated accurate credits and adjustments to customersMaintained time cards and related reportsExtensive monitoring of performance, including appraisal and management, behavior and attendance.

Developed and implemented a complete quality assurance program for the call centers. Monitored inbound/outbound telephone calls and emails within call centers to ensure customer service meets quality assurance standards.Documented customer service quality issues and coached agents on constant and consistent improvementProvided timely and efficient feedback on call/email quality to all agentsAchieved departmental productivity requirements including number of calls monitored per month, per agent, and on scheduleFacilitated calibration sessions with executive and leadership staff as requiredProvided recommendations to improve agent performance through changes in process flows, scripting and product training.Demonstrated mastery and comprehension of client's quality standards and their correct implementation in a dynamic call center. Maintained an understanding of all operational training while process monitoring live calls. Certification and training of new employees

Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Developed call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Met call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.Maintained equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Served as Infrastructure Manager for EZcorp Voice and Data Systems. Planned, analyzed, and led strategic business initiatives and legislative mandates for Voice and Data System initiatives.Developed EZcorp information technology Voice and Data System architecture. Project leader for integrating new Voice and Data System technologies with existing technologies. Developed and implemented standards and procedures for Voice and Data System. Defined requirements for the Voice and Data System IVR hardware and application, CTI, and database management systems and support software. Developed, planned, and coordinated company wide implementation of new IVR, CTI, and data base management system hardware and software.Served as management advisor and technical consultant to enhance and maintain on-going operation of all Voice and Data System applications. Developed Voice and Data System business plans, decision packages, and acquisition strategy for Department of Information Services review. Negotiated service level agreements for Voice and Data System mission critical applications or services.Established Voice and Data System security policies and standards, security plan, and defined off-site disaster recovery back-up requirements for user databases and system files.Directed complex Voice and Data System hardware/software installation projects. Implemented and managed the company's Frame Relay network using both Cisco routers and Nortel Option 11 PBX's for 300 remote locations. Served as the primary management and escalation path of the internal help desk

Designed network proposals for new clients using routers from Cisco, 3Com, Bay Networks, and Motorola. Responsible for consulting with customers regarding their Wide Area Networks; Designing customer WANs. Responsible for reviewing the wide area network design. Configured routers, modems, and CSU/DSU's. Worked with various telecommunications providers and third party field support to do equipment installations at the customer’s site. Responsible for the training of all NMC personnel. Performed 2nd level circuit troubleshooting for the Network Monitoring Center. Consulted with customers on high-level routing issues.