Cloud Foundry Experience

• Risk Champion Lead
• ITSM Service Now Experience with Knowledge Base, Incident Management and Reporting
• Successfully transitioned key major accounts into an outsourced technical environment in record time
• Strong background supporting the use of ACD and WFM hardware/software environments
• Developed/delivered various training material to assist in accomplishing higher first call resolution in all centers
• Developed a Leadership Development Training Program for Entry Level Personnel and mentored several leadership development managers
• Successfully managed large technical workforces Tier 1 thru 3 with multiple support activities
• Developed a work at home program for ATT and BP call center representatives that allowed them to work from home based on business need, tenure and level of responsibilities.
• Managed ACD/WFM vendors to maximize utilization of call center tools.
• Created and delivered technical training to customers, peers and direct reports.
• Certified 3 major call center sites in a 9-month time frame onto TL9000 ISO Quality Program and maintained that yearly re-certification as well as received my quality auditor certification