Description
IT management professional with success in advancing positions with Hewlett-Packard, including large and small business units. Developed and implemented global projects that improve operating effectiveness and internal and external customer satisfaction. Manage multi site and multi functional projects on time and in budget.
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| Hewlett Packard | (Confidential) | 6/1996 - 10/2006 |
Education
| SCHOOL | MAJOR | YEAR | DEGREE |
|---|---|---|---|
| Park College | Business Management | 1989 | Bachelor Degree |
Accomplishments
Highlights:
Improved process efficiencies for HP call centers 25%+. Implemented hardware/software applications and cost saving measures for telecom processes, including Symposium, Interactive Voice Response, Computer Telephony Integration, Desktop Integrator, Headliner, InfoSuite, PBX, and Voice Mail messaging. Streamlined call center program by combining outsourcing to enhance service and cut labor costs. Saved HP $32M in voice carrier circuit costs company wide. Identified opportunity to lower carrier costs. Selected new vendor and collaborated on migration of call center circuits between carriers, re-engineering all voice call flows. Upgraded service and reduced connection failures. Engineered and implemented disaster recovery plan for HP call centers. Company needed to set up business continuity plan. Tested various recovery programs for regional call centers. Selected Office 9150 VOIP. Developed instructions and training, averting potential lost revenues of $5M per hour. Saved HP millions by shutting down remote call centers. Company was scheduled to reduce the number of call centers. Engineered set up for toll free numbers from Canada, Mexico, Argentina and Venezuela to be directed to Colorado call center. Reduced costs and enhanced service and customer satisfaction.Companies I like:
Great West, IBM, Shared Technologies, Qwest, Comcast, Federal Gov't
Job Skills
Keywords
Responsibilities
Creating strong working relationships between IT and other departments. Developing creative solutions to complex
problems. Training and maintaining multi-functional teams. Applying leading edge technologies and designing efficient systems.
Relating well to people at all levels
