Experience

First Mid Wealth Management
• United States
• Financial Services
• 1 - 100 Employee
• Senior Compliance Manager

  • Jun 2018 - Present


Consolidated Communications

• Telecommunications
• 700 & Above Employee

• Project Manager, Network Service Center

  • Nov 2011 - Jun 2018

  Track and manage all IT project requests that come through to the Network Service Center team. Provide system and application support to Network Service Center team and Field Operations team, always incorporating better systems and processes. Head liaison between Network Service Center team and internal IT department, working directly with IT managers, developers and business analysts. Team lead and fully engaged in analysis, design, testing and implementation of Viryanet G4, the replacement workforce management system.Develop daily relationships with all departments including marketing, product development and network operating center to ensure consistencies.Provide and analyze reporting to senior management team on weekly and monthly basis, tracking trouble trends, call volumes, and service levels.Assist in leadership role for Network Service Center as an acting supervisor and after hours' supervisor taking customer escalations and supporting a 24 x 7 call center.

• Dispatch Supervisor

  • Dec 2006 - Nov 2011

  Supervised the dispatch team who distributed work to technicians for the IL and PA markets.Responsible for all service related customer escalations.Played a very active role in all IT projects, always looking out for better processes and procedures systemically and methodically.Assisted in leadership role for Network Service Center as an acting supervisor and after hours' supervisor taking customer escalations and supporting a 24 x 7 call center.Managed upgrades to our trouble ticket system, our call tracking system, and workforce management system.

• Operations Project Analyst

  • Apr 2004 - Dec 2006

  Generated and analyzed monthly reports for the ICC.Assisted all field technicians with laptop and application issues.Developed all documentation and training for video and other projects.Administrator the CCMIS and MDSI systems.

• Desktop Support Analyst

  • Dec 1999 - Apr 2004

  Troubleshot and resolved second level computer problems.Completed software and hardware requests.Responsible for inventory and maintenance of all internal printers/faxes/copiers.Imaged and configured lease machines for individual user's needs. Organized and completed special projects as needed.Managed all warehouse inventory.



Patterson Dental Company

• Senior Reference Advisor

  • Feb 1997 - Dec 1999

  Assisted all support technicians by answering their software and hardware related questions. Researched unresolved issues and work with the development staff to resolve them. Conducted training for new and current technicians on software and hardware. Developed documentation on software to make troubleshooting easier. Traveled to dental trade shows to conduct user group meetings. Assisted all support technicians by answering their software and hardware related questions. Researched unresolved issues and work with the development staff to resolve them. Conducted training for new and current technicians on software and hardware. Developed documentation on software to make troubleshooting easier. Traveled to dental trade shows to conduct user group meetings.



C.E.F.S. Economic Opportunity Corp

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Outreach Program Specialist

  • Oct 1994 - Feb 1999

  Inputted and analyzed all client data into a database from the seven county outreach offices. Maintained the computer link from central office to IDPA. Generated statistic reports for management. Installed and maintained all computer equipment in the seven county outreach offices. Trained the outreach coordinators on all software packages. Inputted and analyzed all client data into a database from the seven county outreach offices. Maintained the computer link from central office to IDPA. Generated statistic reports for management. Installed and maintained all computer equipment in the seven county outreach offices. Trained the outreach coordinators on all software packages.