Work:
WellPoint Anthem
- Greater Denver Area Jul 2010 - Apr 2011
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Workforce Management Real-Time Analyst
Avaya
2008 - 2009
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Manager - Business Operations
Avaya
2005 - 2008
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Resource Allocation Manager
Avaya / Lucent Technologies
1993 - 2005
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Senior Project Manager / Team Leader – SMB Tier III Support
AT&T
Oct 1989 - Nov 1993
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Assistant Staff Manager
AT&T
1988 - 1989
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Senior Technical Specialist - System Support
Education:
LeaderQuest 2010 - 2011
ITIL V3 Certification, ITIL / Project Management / Business Analyst
University of Denver 1996 - 1997
Certificate - PMP, Project Management
Skills:
Workforce Management, Data Administration, Call Center, Scheduling, Documentation, ITIL, Project Coordination, Project Implementation, Software Documentation, Vendor Management, Avaya, Process Scheduler, Call Centers, Contact Centers, ACD, IVR, Telecommunications, Troubleshooting, Telephony, VoIP, CTI, Unified Communications, Switches, Technical Support, Voice Mail, Leadership, Cross-functional Team Leadership, Integration, Cisco Technologies, PMP, Unix, Process Improvement, Management, Service Delivery