Customer Service Manager

WARREN A. KLEIN

INFORMATION TECHNOLOGY SITE MANAGER

Santa Monica, CA 310-***-**** ******.*****@*****.*** www.linkedin.com/in/Warren-Klein PROFESSIONAL SUMMARY

Over 15 years of IT management & telecommunications experience. Strong work ethic, focusing on detail, superior 24/7 customer support, and developing cohesive, effective working relationships with clients and vendors.

• Telecommunications • Project Management • System Integration

• Technical Support • Data Security • SOX Compliance

• Contact Centers Support • Disaster Recovery • Change Management

• Process Improvement • System Rollouts • Client Relations

• Data Center Planning

and Implementation

• Cross Functional

Collaboration

• Mergers & Acquisitions

(M&A)

• Leadership • Contracts • Vendor Management

PROFESSIONAL EXPERIENCE

Philips, Playa Vista, CA 2010 - 2018

IT Site Delivery Manager

Managed IT projects and operational activities for 5 Philips facilities. Plan, organize, control, evaluate IT systems and operations. Worked closely with each on-site’s local team on daily operations as well as projects.

• Managed telecommunication Avaya systems, overseeing installation and maintenance of those systems, including servers, switches, and circuits. Escalation management of Priority 1 issues.

• Provided telecom and desktop support for users nationwide and international including four contact centers.

• Lead regular meetings with the on-site teams to ensure minimal business interruptions.

• Audio/Visual design and setup for small and large company meetings.

• Managed the moves of facilities to new locations. Designed and coordinated setup of server rooms & telecommunication rooms layouts, facility cabling (including fiber, CAT5, CAT6), and Wi-Fi access points.

• Ensured security of data, network access and backup systems.

• Reduced costs and improved business recovery times through the implementation of offsite data backup and recovery procedures. Consolidating stand-alone servers to a VM environment with a product call Data Center in a Box.

• Coordinated and directed vendor relationships with several outsourcing entities, generating an increase in cost savings through programs such as One Print from Xerox. HP helpdesk. Discus Dental, Culver City, CA 2003 - 2010

Global IT Manager and Telecommunications

Managed IT staff & helpdesk system. Administered all telecom systems and contact centers.

• Designed and developed contact center infrastructures. Warren Klein 310-***-**** Page 2

• Managed in-house and global IT teams operating on 24/7 basis.

• Supported daily operations of two contact centers.

• Provided client-centric technical support to 150 outside field service representatives leading to significant increase in their daily sales and productivity

• Completed 400 troubleshooting tickets on average per month in a timely matter with 100% completion rate, optimizing overall customer satisfaction and minimizing disruptions to service or workflow.

• Coordinated and directed the designing of an Interactive Voice Response (IVR) system enabling our customers to check their account balances and make payments via the phone. The result was that customers could access this information on a 24/7 basis and a reduction of customer service staff to perform this task

• Enhanced the Customer service experience using Call Vectoring to reduce the on-hold wait time in queue for the Customer

ADDITIONAL RELEVANT EXPERIENCE

Teleflora, Los Angeles, CA

Telecommunications Manager

Managed daily operations of 3 contact centers operating 24/7.

• Researched and implemented Avaya platform.

• Designed and maintained 5 videoconference systems.

• Developed and tested communications disaster recovery plan for the company.

• Supported owner’s personal telecom operations, in and out of state. ADDITIONAL SKILLS

• Expert and hands-on experience in multiple Avaya platforms, NICE Call Recording, Polycom video conferencing, Microcall Call Accounting Systems

• Ability to communicate complex technical ideas and scenarios in “user-friendly” form to users with all levels of technical experience

• Excellent knowledge of technical management, analysis, and of computer hardware/software systems

• Proficient in Microsoft Excel, Word, and PowerPoint

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