Experience

Recycle Track Systems
• United States
• Environmental Services
• 100 - 200 Employee
• Customer Care Analyst

  • Jul 2023 - Present


Columbus Blues Alliance

• United States
• Music

• President

  • Jan 2020 - Present

  Founded October 5, 1989 in order to help preserve and nurture the music that is the roots of it all. Our intent is to maintain and encourage ties with all forms of the blues: acoustic and electric, traditional, soul, modern, and so on. Blues music is an ever-evolving art form and we pay homage to the legends that defined it, and the contemporaries that have yet to attain their full appreciation. Founded October 5, 1989 in order to help preserve and nurture the music that is the roots of it all. Our intent is to maintain and encourage ties with all forms of the blues: acoustic and electric, traditional, soul, modern, and so on. Blues music is an ever-evolving art form and we pay homage to the legends that defined it, and the contemporaries that have yet to attain their full appreciation.



Functional Training Services

• United States
• Individual and Family Services
• 1 - 100 Employee

• Job Coach, Vocation Support Lead

  • Jul 2022 - Jul 2023

• Job Coach, Vocation Support Specialist

  • Jun 2021 - Jul 2023

  Provide extra training and support to people with disabilities in community employment situations in order to ensure they learn their jobs effectively, and continue to support them as they maintain their positions.



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Manager III, Service Delivery Manager - Managed Services

  • Oct 2012 - Sep 2020

  Support telecommunications and contact center needs for Johnson & Johnson, S&P Global, McGraw-Hill Education, Standard & Poor's, J.D. Power & Associates, S&P Capital IQ, McGraw-Hill Finance, Platts accounts. Successfully implemented a flattened and consolidated core Avaya platform with hubs in four regions of the globe including migration to SIP. Manage an international team of level 2 and 3 support ensuring ticket resolution for incident, service request, and change control exceed our SLA’s. Support end users at over 85 locations on six continents, including a follow the sun contact center. Coordinated the separation effort of S&P Global and McGraw-Hill Education from both technology and billing. Provided management over site for the completion of over 500 projects in four years. Show less



McGraw-Hill

• United States
• Education Administration Programs
• 700 & Above Employee

• Manager, Global Telecommunications

  • Jul 1996 - Sep 2012

  Managed a team who provided telecommunications strategy, delivery, and project management across all McGraw-Hill business units. Coordinated the voice and wide area network needs of multiple locations including McGraw-Hill’s largest call center. Project Managed a three IVR solution to provide customers with price & availability and order status. Managed an Avaya flattened and consolidation solution of two contact centers with 350 agents. Managed the installation of three Lucent Definity G3I's including voice, wiring, and WAN needs of a new 750 station business unit headquarter building. Successfully installed multiple Nice Call Monitoring Systems with screen capture and feedback. Managed the installation of Blue Pumpkin/Impact 360 Workforce management. Designed and implemented an agent work from home solution. Designed multiple Contact Centers with Avaya’s Expert Agent Selection and reserve agents reducing abandoned calls by 50 percent. Show less



CoreSource

• Insurance
• 300 - 400 Employee

• Manager, Corporate Telecommunications

  • Jun 1995 - Jul 1996

  Managed equipment and network Telecommunications at 25 locations nationwide with 20 using customer-service applications. Negotiated a $10 million long-distance, 800-service, and calling-card custom plan representing $4 million in savings from existing contracts. Managed a $4 million budget. Orchestrated the installation or move of three PBX's all larger than 150 stations. Managed equipment and network Telecommunications at 25 locations nationwide with 20 using customer-service applications. Negotiated a $10 million long-distance, 800-service, and calling-card custom plan representing $4 million in savings from existing contracts. Managed a $4 million budget. Orchestrated the installation or move of three PBX's all larger than 150 stations.


McGraw-Hill Education
• India
• 1 - 100 Employee
• Telecommunications Analyst

  • Apr 1992 - Jun 1995

AP Parts
• United States
• Retail
• Telecommunications Analyst

  • Sep 1988 - Mar 1992