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Manager Service

Sugar Land, Texas, United States
January 14, 2019

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With 10+ years of technology experience in the capacities of techno/functional project management, (Atlassian Confluence-JIRA), MS Project, Service Now PM module, contact center consulting, Unified Communications (UC), ITSM, ITBM, ITAM, Knowledge Management, IT multi-vendor management, IT service management (Remedy-SNOW), telecommunications management, Genesys(ININ), hosted voice, and multi-channel business communications management. Voice Services, Incident Management, Business Process Improvement, Wireless, Carrier, Telco, Contact Center


FEBRUARY 2018 – JUNE 2018


Takes ownership of the delivery of contact center services for approximately 45 regional SCAL contact center sites including 2000+ agents and telecom/IT support personnel

Responsible for regional contact center business operations performance, CX, and service delivery within Southern California

Maintains and improves 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

Provides contact center technology lead services for SCAL region analyzing client current CC landscape with current vs future state applications and customization; May draft functional technical specification documents as needed

Regulation of technical site support resources performing enhancements, repairs, upgrades, refreshes, patches, and related administrative IT/telecom services

Serves as an advisor providing input for the Service Now service delivery model (SDM)

Performs the role of a contact center Business Architect

Experienced and capable of influencing consensus for solution direction

Consultative: Develop, maintain, control, audit, analyze and manage a variety of information systems

Manage business expectations that include work plans, budgets, and quality

Effectively utilizes skills such as client relationship management, account management, project management, and/or operations management to navigate cross functional enterprise.

Serves as the single point of contact (POC) for escalations between the vendor and interests of internal business stakeholders

Ensures a pipeline of new projects are continuously being identified, evaluated, and integrated into the PMO scope

Conducts weekly and monthly LOB status meetings for addressing current contact center technology incidents, internal project status, release dates, and application updates

Daily follow-up with Verizon managed services regional engagement manager (REM) on completion of work orders and resolution of incidents

Collaborates with business (clinical, behavioral health, and pharmacy) and drives Verizon regional engagement manager to resolve contact center performance issues

Conducts discovery sessions with senior business stakeholders and sponsors to push CC platform enhancements

Analysis of contact center platform issues; Communicating status updates to member service, clinical, pharmacy, behavioral health, and connected IT business units

Examines the daily performance of contact center multi-tenant environment of Genesys CC Pulse, Genesys CME, Aspect WFM, NICE, CWA, and Intradiem

Witnessed transition from legacy ITSM platform Remedy to Service Now(Kingston);Project Champion and internal spokesperson providing value and use case scenarios for Service Now

Service Now ITIL end user with hands on experience fulfilling services through Incident, Problem, Change, Request, Asset, and CMDB; Service Now as a SSOR (Single System of Record)


May ‘17 – Sep ‘17, City of Long Beach (Project Engagement Manager-Service Now)

Nov ‘16 – Feb ‘17, Ness Technologies Enterprise Architect (Contact Center Solutions)

Apr ‘15 – May ‘15, Cap-Gemini-Warner Bros.: Service Now Project Manager-Consultant

Nov ‘14 – Mar ‘15, EPlus-UCLA-UC Irvine Health Information Services: ININ Project Manager

Jan ‘14 – Apr ’15, APEX Systems-Intuit: ININ(I3) Systems Engineer (Pure Connect)

June ’13- Nov ’13, WellPoint/BCBS: MCC Infrastructure Program Manager (ININ)

Apr ’13-June ’13, TekSystems-Bank of America: Systems Analyst-NICE 4.1

Dec ‘12 – Mar ’13, Waste Management: BSA-CCT Systems Analyst – Consultant

Mar ‘12 – May ’12, SWBC: Technology Business Process Consultant

Mar ‘09 – Oct ’16, Chasecom/Platinum Telecom- Bus. Solutions Architect (ITSM) (Contact Center) (IT Healthcare)

Sept ‘07 – Feb ’09, Universal Weather: PM-Command Center Director

Dec ‘05 – Sep ’07, NCO Group/T-Mobile Project- Call Center Manager



MANAGEMENT EDUCATION (CONTINUING ED.), orange county small business division




Texas Regulators Volleyball Club 2014-Present

Ft Bend ISD Youth Mentorship 2012


Familiarity with relevant call center technology, configuration, and applications

Experience in managing functions that support call center activity such as workforce management, training, quality, human resources, etc.

Above average soft skills with the ability to engage and lead large teams of employees

Strong consensus building ability with effective conflict resolution and negotiation skills

Capable of working in a fast-paced environment, effectively manages multiple activities and meets deadlines; sets and attain goals

Takes initiative that impacts change

Problem solver's mentality; wants to open up the machine to see how it works

Experienced working with C-Suite/Public Sector Executives

Advanced ability to effectively utilize external vendors and resources throughout the organization.

Unintentional Bias Training

Genesys Forum-Modernizing the Government Contact Center

Service Now- Service Request Management Certified

Service Now- Incident Management Certified

Service Now-Optimize IT Operations with Discovery and Event Management

Service Now-Kingston Release Go Live

Service Now-Using Service Now as your Enterprise Architecture

Gartner Report-Critical Capabilities of Contact Center Infrastructure

Genesys-Pure Cloud Connect What Does It Take to Deliver Superior Customer Experience

Introducing Windows Azure

Service Now Training (Dublin)

Anti- Money Laundering (AML)

HIPPA/Hi- Tech

Introduction to Data and Telecommunications

Basic Communications

NEC Channel Reseller Program

ISDN-PRI Technical Training

Achieving Personal Best

Basic Norstar Product Overview

Achievement through Nortel Labs

ProComm, MPLS, SIP, GPRS, Soft-Switching, Skills/Hunt groups, TSRM, H.323, Operation Support Systems, SCS, SCI, Voice Systems architecture, Voice Systems Solutions, Hosted Voice, Carrier Transport SNMP, PPO

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