• Results-oriented Application Support Manager with over 10 years of management and hands on IT experience.
• Proven ability to project manage all lifecycle phases, resulting in on time, within budget project completion.
• Comprehensive understanding of the skills needed to anticipate, meet and exceed client expectations in a proactive and courteous manner.
• In depth understanding of data ETL, Perl scripting and VXML.

• Applications: Aspect eWFM, Avaya CMS, Avaya IQ, Avaya Site Administration, IEX TotalView, Kana, Moxie, MS Office, Nice, Openfire/Spark, OpenSpan Automation, Salesforce and Sharepoint
• Database Experience: Oracle, MySQL, SQL Server
• ETL: Sagent Design Studio, SQL Server Integration Services

Radial (fka Ebay Enterprise) 2005-Present

Manager, Customer Service Applications (2011-Present)

• Leverage strong organizational and leadership skills to steer customer service applications projects to an on time, within budget completion, utilizing the Agile methodology.
• Optimize efficiency throughout daily operations of team of developers and analysts by utilizing effective performance management and training tactics.
• Streamline tracking processes throughout implementation of SalesForce.
• Collaborate extensively with upper level management and clients, key to successfully supporting live chat and e-mail across 150 client sites, including 240 mailboxes and 40 chat service lines.
• Chief responsibilities include platform upgrades, systems maintenance, disaster recovery and prevention of service outages.
• Contribute to centralization of data warehouse, resulting in unified reporting access.

Sr. Applications Analyst (2008-2011)

• Strategically identified client needs and developed solutions to provide 24-hour server and application support.
• Streamlined call routing by implementation of Avaya business advocate.
• Improved overall data visibility by developing ETL feeds.

Reporting Analyst (2007-2008)

• Maintained compliance to contractual obligations while simultaneously fulfilling client needs.
• Strategically developed web portal solutions for call center agents, focusing on communication between internal CRM to effectively distribute one time use appeasement codes.

Agent Relations Manager (2005-2007)

• Demonstrated strong leadership skills while overseeing 25 team members within a call center environment.
• Responsible for all components of call center build out, including script automation, employee training and development of a database application to compile customer information.

Bachelor of Science in Information Systems, Elizabethtown College, Elizabethtown, PA; In Progress

Associate Degree in Information Sciences and Technology, Eastern Florida State College, Melbourne, FL