Experience

Think

• Business Consulting and Services
• 1 - 100 Employee

• Sr. Project Manager

  • Mar 2022 - Present

  Baltimore, Maryland and Boca Raton, Florida



Great Minds

• India
• Business Consulting and Services

• Salesforce Implementation Specialist

  • Mar 2018 - Mar 2022

  Assist with designing, testing, and documenting Salesforce Workflow and Macro automation. Assist with ongoing user management and Salesforce system administration activities. Train other departments on using Salesforce cases, workflows, and macros. Produce reports for Salesforce case workload, call metrics, and workflow adoption. Hire, train, and manage up to seven Customer Success Representatives plus additional seasonal employees. Implemented an interim softphone… Show more Assist with designing, testing, and documenting Salesforce Workflow and Macro automation. Assist with ongoing user management and Salesforce system administration activities. Train other departments on using Salesforce cases, workflows, and macros. Produce reports for Salesforce case workload, call metrics, and workflow adoption. Hire, train, and manage up to seven Customer Success Representatives plus additional seasonal employees. Implemented an interim softphone solution for the remote Customer Success and Sales Team employees, resulting in cost savings related to office expenses. Show less



IRG - Industry Retail Group

• United States
• Telecommunications
• 1 - 100 Employee

• Deployment Engineer

  • Feb 2015 - Mar 2018

  Baltimore, Maryland Area Responsible for network engineering support for customers’ point of sale operations, network security, PCI standards, VPN configurations, VoIP systems, and more. Participate in Sales-to-Operations hand off calls for new clients. Author/edit Network Diagrams, Statements of Work, Staging and Installation Guides for networking equipment, and VPN documentation. Participate in daily Vendor and Customer calls to review ongoing rollouts and conversions. Proactively evaluate processes… Show more Responsible for network engineering support for customers’ point of sale operations, network security, PCI standards, VPN configurations, VoIP systems, and more. Participate in Sales-to-Operations hand off calls for new clients. Author/edit Network Diagrams, Statements of Work, Staging and Installation Guides for networking equipment, and VPN documentation. Participate in daily Vendor and Customer calls to review ongoing rollouts and conversions. Proactively evaluate processes and implement cost-effective process updates. Act as escalation point for the company’s Network Operations Center. Show less



Calvert Education Services

• United States
• Technology, Information and Internet

• Director of Customer Engagement

  • Apr 2014 - Feb 2015

  Baltimore, Maryland Area Built the technology, telephony, and Salesforce processes to convert the existing call center into a scalable, remote, 24/7, cloud-based, and VoIP solution center. Managed the call center and all of the day to day labor directly related to its success. Created a scalable, remote workforce to fulfill the demands of international customers. Worked with multiple departments to gather system requirements for building and deploying a new CRM system for the company. Assisted with the… Show more Built the technology, telephony, and Salesforce processes to convert the existing call center into a scalable, remote, 24/7, cloud-based, and VoIP solution center. Managed the call center and all of the day to day labor directly related to its success. Created a scalable, remote workforce to fulfill the demands of international customers. Worked with multiple departments to gather system requirements for building and deploying a new CRM system for the company. Assisted with the customization of Salesforce to develop pipeline management reports, automation, and policies to track the status of new inquiries through the sales lifecycle and existing customers through the retention lifecycle. Created training, training schedule, and implementation schedule to rollout the Salesforce CRM and migrate users from the existing CRM. Acted as liaison between Executive team, developers, and end users to ensure the entire team was involved in early input and final adoption of the new system. Show less



Franklin Bank and Trust Company

• IT Project Manager

  • Aug 2013 - Apr 2014

  Greater Nashville Area, TN Managed day-to-day operations and security for 13 servers and 75 workstations at four branch locations. Supported core banking system updates. Managed day-to-day telephony operations on an Avaya IP Phone system. Assisted with conversion from T1 lines to black Fiber lines between branch locations.



Mosaica Education, Inc.

• United States
• Education Administration Programs
• 100 - 200 Employee

• Consultant

  • Nov 2012 - Jul 2013

  Greater Atlanta Area Researched and recommended solutions to compare an in-house versus hosted call center solution. Provided quotes for initial capital investment, ongoing monthly costs, scalability, and reliability. Setup a blended, hosted call center solution. Recruited, hired, and trained agents for remote call center positions to staff the expanded call center on evenings, weekends, and holidays. Configured the call queues, agent skills, IVR system, agent scripts, recorded messages, call routing… Show more Researched and recommended solutions to compare an in-house versus hosted call center solution. Provided quotes for initial capital investment, ongoing monthly costs, scalability, and reliability. Setup a blended, hosted call center solution. Recruited, hired, and trained agents for remote call center positions to staff the expanded call center on evenings, weekends, and holidays. Configured the call queues, agent skills, IVR system, agent scripts, recorded messages, call routing, voicemail system, call pop system, daily/weekly/monthly automated reports, call dispositions, and workflows for the new call center. Assisted with the implementation of a new workflow process to systematically grow and track student (customer) enrollment leads within the US as well as abroad. Collected requirements for the company's Customer Relationship Management (CRM) system. Edited the data collection screens within the Sugar CRM system based on updated requirements. Setup new reports to automatically relay daily/weekly progress on the newly implemented enrollment process. Added modules to the Sugar CRM system to additionally track technical trouble tickets, employee onboarding, and event tracking. Added Sugar CRM workflow logic to generate an automated, documented workflow of customer leads through the sales process. Assisted with the revision of the company's multiple-domain websites to use consistent branding and landing pages for customer inquiries. Assisted with the marketing analysis used to revise keyword searches and google adwords to generate additional customer leads through social media and their websites. Assisted with the development of a consistent call script and FAQ for agents speaking with parents of potential students. Developed and delivered training for the Sugar CRM workflow. Show less



Educate Online

• India
• E-Learning Providers

• Support Center Manager

  • Jul 2004 - Oct 2012

  Baltimore, Maryland Area Interview, hire, train, and monitor support representatives for sales support, customer support, and technical support. Assist with the budget planning process and manage spending to keep the support center operating efficiently and effectively. Developed a campaign strategy to email, auto dial, and manually dial customers to quickly move through the student life cycle and complete the tutoring program before district deadlines. Manage a team of employees that are pulled into every… Show more Interview, hire, train, and monitor support representatives for sales support, customer support, and technical support. Assist with the budget planning process and manage spending to keep the support center operating efficiently and effectively. Developed a campaign strategy to email, auto dial, and manually dial customers to quickly move through the student life cycle and complete the tutoring program before district deadlines. Manage a team of employees that are pulled into every aspect of the company including invoicing, event staffing, recruiting, training, marketing, translations, shipping, social media, web development, and more. Manage the Logistics team and act as Vendor Liaison to manage shipping, retrievals, and inventory for 13,000 laptops for the school year. Assist with updating, editing, and maintaining the internal Knowledge Base (wiki) site for the Technical Support Team to use as a primary resource for problem troubleshooting. Maintain the company work schedule. The call center staff peaked at 330 part-time and full-time employees for day/evening/weekend shifts in twelve company call queues. Provide session count to representative ratios for balancing staff to peak call hours. Monitor Support Representative calls for quality control and training purposes. Deliver coaching, feedback, and Corrective Action notifications to employees. Constantly review the various call queues for call volume using Avaya CMS manager software. Manage representatives by balancing inbound call volume to outbound calls from ticket work. Ensure representatives are returning to the call queues after completing the previous call. Work with other departments such as Education, Training, and Desktop Support, to appropriately resolve or assign technical and program issues involving any student. Review and assign tickets in the Numera FootPrints ticketing system. Assign the tickets based on technicians with the appropriate skill set and scheduled hours. Show less



Interwoven

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Network Engineer

  • Jul 2003 - Jun 2004

  Assisted customers with server Operating System trouble calls on Windows NT/2000/2003, and UNIX. Provided technical support for Interwoven’s suite of Content Management software, including TeamSite and OpenDeploy. This software is a solution to help businesses organize, maintain, and ultimately publish content to the Internet in a company-specific format.



Ease Technologies

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Network Consultant

  • Jul 2000 - Feb 2003

  Baltimore, Maryland Area Researched various options and provided a suggested resolution for backing up 5000 user workstations across the LAN and WAN. Provided technical documentation for sales proposals. Provided technical consultation to existing IT departments. Provided Windows NT/2000 support to offices ranging in size from one to eight servers and two to 40 workstations. Provided a complete outsourced IT department for several small businesses. Software at these businesses included Office 97/2000… Show more Researched various options and provided a suggested resolution for backing up 5000 user workstations across the LAN and WAN. Provided technical documentation for sales proposals. Provided technical consultation to existing IT departments. Provided Windows NT/2000 support to offices ranging in size from one to eight servers and two to 40 workstations. Provided a complete outsourced IT department for several small businesses. Software at these businesses included Office 97/2000, Windows NT and 2000 Server, Windows 98, ME, 2000 and XP workstations, Norton Anti-Virus, McAfee Anti-Virus, Veritas Backup Exec, ARCServe Backup software, ACT Database, industry specific Yellow Pages software, and Statistical software. Projects included migrating an office from various email programs to a standard MS Outlook client, upgrading an existing Novell 4.11 network to Novell 5.x, and providing technical training to users that had been recently migrated to a Citrix environment. Responsible for smooth daily operation of employees during site visits. Show less



Fidelity & Deposit

• United States
• Insurance

• Senior Analyst

  • Oct 1997 - Apr 2000

  Baltimore, Maryland Area Assisted in removing remote branch office Netware servers and implementing a Citrix environment housed and controlled in the Baltimore, MD home office. Reconfigured client workstations and laptops to connect to the Citrix servers rather than local Novell servers and the WAN. Assisted with on-site installations and upgrades for servers as well as clients. Worked with development group for project management of features, enhancements, and troubleshooting. Conducted training and user… Show more Assisted in removing remote branch office Netware servers and implementing a Citrix environment housed and controlled in the Baltimore, MD home office. Reconfigured client workstations and laptops to connect to the Citrix servers rather than local Novell servers and the WAN. Assisted with on-site installations and upgrades for servers as well as clients. Worked with development group for project management of features, enhancements, and troubleshooting. Conducted training and user support for the new Citrix environment. LAN Administrator in Novell 4.x environment. Show less


US Census Bureau
• United States
• Restaurants
• Statistician

  • 1996 - 1996