Brian Parker Sr

Program Management

Contact

**** ******* ***** ***** ******** Heights OH 44143

216-***-****

ad4q71@r.postjobfree.com

Objective

To ensure that a Company’s adequately staffed to meet all service level requirements for a service desk or call center. Also ensure call flow and IVR’s are a representation of the call center.

Education

Cleveland State University

Bachelors

Business Administration

Major in Marketing

Minor in Finance

Experience

April 2015 – January 2024

Humanify Admin • WFM Admin • Cleveland Clinic

Process all New Users in the phone software systems HEAT and Cisco finesse. Manage 3CLogic and Cisco phone systems for all users. Workforce Management (WFM) is monitored for all agents with Verint software. Manage 2400 users via all systems. Monitor call offs and optimize schedules to obtain the best outcome for different call centers. Forecast for future call volume with all call centers and update their schedules for all agents weekly and as needed to assure service levels are met to obtain world class service. I meet with call center management monthly to discuss goals and/or concerns. Manage IVR and call flows for several call centers.

July 2014 – April 2015

Service Desk Analyst • Internals Agent • Cleveland Clinic

Offered IT support for all employees and MyChart customers. I advised agents on the best course of action to take when they were having difficulty. When a customer or caregiver needed to speak to someone regarding an issue that a team member could not handle, they were referred to me while on shift.

September 2013 – July 2014

Service Desk Analyst • Contractor • Cleveland Clinic

Service Desk agent for the IT department at the Cleveland Clinic. Supported over 100 applications. Active directory setup and administration. Software installation. Exchange admin for 40000 employees. Printer installs and support.

2006 – 2013

Desktop Analyst & System Administrator • Percepts LLC

Supported university employees and students with Online Learning. System admin for Blackboard. Configured blackboard with course and student information. Managed all access for courses and managed system rights for instructors and students. Also managed BES servers for various companies for their mobile devices. Input employees and handled any issues with the servers and worked with the manufacture when need with product issues.

2003 – 2006

Help Desk Analyst • Westfield Insurance

Answered incoming calls from employees with all types of computer issues. Handled password reset with MS Exchange. Also supported banking software with our banking division.

2000 – 2003

Help Desk Analyst • National City Bank

Lead agent. Handled all the urgent matters that needed to be escalated to the executives. I would co-ordinate bridge calls with bank executives stay on an offer updates to the helpdesk team as they come in. Also supported incoming calls for employees and support banking software with calls from our banks.

1996 – 1997

Manager • Cleveland Pizza Hut

Managed 3 Shift Supervisors. There were an additional 12 employees. I handled the schedules for employees and supervisors. Completed all paperwork for payroll. Hired and fired employees as needed.