Professional Experience

Key Achievements:

• Directed an IT department and related divisions with 40 team members, strategically planning efforts to align with the company goals of a growing BPO consisting of 1500 employees across 5 sites in 4 different countries
• Prioritized the IT budget to support outsourcing operations in coordination with all departmental leaders
• Implemented solutions promoting adherence to ISO 27001 requirements & the NIST cybersecurity framework
• Led daily scrums while directly overseeing the software development division, provided guidance around development best practices, gathered requirements, performed technical writing for tickets, and defined efficient, normalized data structures
• Trained entry-level developers and QA analysts on development best practices while aiding in the growth of a lead developer to become well versed in DevOps cloud engineering
• Created and managed a company-wide project management committee to maintain oversight of company efforts
• Leveraged the agile methodology & scrum framework to coordinate efforts between all departmental leaders in a standardized and scalable fashion, providing insight for executive staff to make educated decisions
• Followed Six Sigma best practices while implementing foundational product solutions across all departments
• MS365 (SharePoint, Teams, Power BI, & Azure AD), Flectra ERP (HRIS, Payroll, & Accounting), AWS Cloud deploys, BitDefender, ITSM/ITAM (FreshWorks), IoT solutions (LogicMonitor), MFA (YubiKey), and the departmental policies & procedures to accompany them
• Led Operations department consisting of 1400 employees & established a formal departmental structure by creating divisions to enable specialists around true Workforce Management, Quality Assurance, Training, and Operations responsibilities
• Represented FTO on client calls and coordinated with account managers to strategically prioritize efforts
• Coordinated effort to migrate on-premises applications to AWS and alternative SaaS + Cloud solutions
• Oversaw the expansion of new agent outsourcing branch locations in the Philippines, Ghana, Mexico & Texas
• Infrastructure for servers, network devices, workstations, cameras, and facility access control (ZKTeco)
• Strategically planned & executed alongside Operations, Facilities, and Human Resources regional stakeholders to meet deadlines promised to clients and begin contracted work
• Managed vendor relationships and contracts for SaaS products, network infrastructure, desktops, peripherals and outsourced MSPs in support of regional branch locations and headquarter operation requirements
• Drove initial creation of a formal Information Security Manual & Disaster Recovery + Business Continuity Plans
• Made all infrastructure purchasing decisions and handled global shipping logistics for global outsourcing locations
• Designed & implemented a time tracking solution to standardize invoice hours, revenue, and attendance reports, migrating the payroll process from Excel sheets into an open-source ERP system
• Handled the project management, requirements gathering, data architecture, technical writing, functional design, reporting, documentation, training, and official release to global operational teams
• Defined Microsoft SharePoint & Teams Groups, Sites, Document Libraries, Term Stores, Lists, and permissions to enforce regulatory adherence and promote standardized cross-departmental communication + file management
• Established environments for organizational policies & procedures + project management templated material

Key Achievements:

• Coordinated with department leaders to implement an effective product stack in support of respective outsourcing operations
• Managed a team of 10 developers and 2 QAs using agile methodologies and the scrum framework
• Led the design, implementation, and project management to deploy Flectra's ERP environment (Python + PostgreSQL) for all global regions
• Created a source of truth (MDM) for company data in PostgreSQL databases and Snowflake data warehouse
• Employee detail, attendances, leaves, approvals, disputes, payroll reporting, coaching, reviews, recruiting, separations, benefits management, historical tracking + related data governance activities
• Worked alongside the Human Resources and Learning + Development departments to deploy a customized learning management system (LMS) where agents could up-level across outsourcing industries
• Created Business Intelligence reports and provided data analytics to department leaders, helping track employee + finance metrics and trends (i.e., attrition detail breakdowns, EBITDA, P&L)
• Assisted in the start-up of a rapid COVID testing operation (15toKnow) with 13 locations in southeast Pennsylvania
• Acted as the project manager & coordinated efforts between operational teams while outfitting new testing locations to support staff responsibilities within planned timelines
• Designed & released an administrative portal for nurses & technicians to track testing + vaccination detail
• Produced policies & procedures and performed on-site training for staff at each remote testing location
• Created Business Intelligence reports and analyzed healthcare data to identify trends and markers related to patient demographics

Key Achievements:

Technical Product Manager

• Managed product support team and led project management efforts in coordination with internal developers
• Handled tier 3 support functions, identifying bugs, performing root cause analysis, managing data integrity, creating technical documentation, and coordinating release fixes via change management meetings for proprietary SaaS offerings
• Coordinated with account managers to design & create quality measurement scorecards & datasets via SQL
• Designed & created BI reports, provided training, and created policies & procedures to promote usage of SaaS solutions and improve quality + efficiency around business processes for 5,000+ end-users
• Attended annual client summit meetings as the company product & technical SME, running presentations and building rapport with leadership across all clients by sharing product knowledge and business process improvement insights gleaned from data analytics
• Designed, configured, and maintained a simplified, system-wide access strategy to standardize security privileges
• Salvaged $5 million contract with Sprint by securely enabling additional customer capabilities, alleviating roadblocks that were pushing clients to competitor solutions due to system limitations
• Created custom datasets for over 100 programs via complex SQL stored procedures from a proprietary data warehouse and built packaged reporting & BI solutions using dataset outputs within Excel pivot tables
• Participated in product scrums, presenting business & technical writing requirements based off feedback from end-users, helping prioritize efforts based around system roadblocks and marketable feature opportunities
• Configured & administered SysAid as a service desk software solution for all internal and external end-users
• Led infrastructure initiatives, identifying & performing server, workstation, and peripheral equipment upgrades

Account Manager

• Managed client relationship with Capital One Financial in support of their risk department
• Leveraged interpersonal skills & knowledge of Capital One's risk processes to define KPIs for data analytics, produce BI outputs from evaluations, and provide guidance on a quarterly basis to improve their scorecards
• Adhered to defined SLA timelines on technical changes for 350 unique scorecard configurations and partnered with external stakeholders to stage standardized month-end releases
• Coordinated with relationship stakeholders and designed a data extract for integration with Tableau
• Grew adoption across 4 risk divisions, integrating company SaaS offerings for the entire risk department
• Met with clients and implemented SaaS offerings to measure & analyze call center KPIs, creating business intelligence reports tailored to track respective industry metrics

Key Achievements:

• Leveraged knowledge in C# & ASP .NET to develop within a proprietary, object-oriented, framework
• Absorbed workload from 3 support technicians by implementing process improvements via product solutions
• Provided all needed tier 1, 2, and 3 support functions for internal SaaS solutions
• Partnered with CEO and account managers to develop quality scorecards via SQL queries for all clients
• Handled client needs for audio + video call recording ingestion, testing, and codec conversion to support analyst playback

Key Achievements:

• Met with different county department leaders to convert business requirements into technical requirements and implemented product solutions, created reports, and trained end-users to improve process efficiency & quality
• Migrated & implemented legal case management software for the Public Defender's office (LegalEdge)
• Implemented an ASP-based maintenance tracking system for the county jail in place of paper requests
• Created a time tracking tool in MS Access to see total time spent on programs for yearly budgeting purposes
• Configured and installed 30 new 48-port CISCO switches for Norristown area business complex