Candidate Information Title Program Manager, cisco finesse, Help desk, support analyst, WFM Target Location US-OH-Richmond Heights Email Available with paid plan Phone Available with paid plan	20,000+ Fresh Resumes Monthly     View Phone Numbers     Receive Resume E-mail Alerts     Post Jobs Free     Link your Free Jobs Page     ... and much more Register on Jobvertise Free
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Brian Parker SrProgram ManagementContactStreet Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEObjectiveTo ensure that a Companys adequately staffed to meet all service level requirements for a service desk or call center. Also ensure call flow and IVRs are a representation of the call center.EducationCleveland State UniversityBachelorsBusiness AdministrationMajor in MarketingMinor in FinanceExperienceApril 2015  January 2024Humanify Admin  WFM Admin  Cleveland ClinicProcess all New Users in the phone software systems HEAT and Cisco finesse. Manage 3CLogic and Cisco phone systems for all users. Workforce Management (WFM) is monitored for all agents with Verint software. Manage 2400 users via all systems. Monitor call offs and optimize schedules to obtain the best outcome for different call centers. Forecast for future call volume with all call centers and update their schedules for all agents weekly and as needed to assure service levels are met to obtain world class service. I meet with call center management monthly to discuss goals and/or concerns. Manage IVR and call flows for several call centers.July 2014  April 2015Service Desk Analyst  Internals Agent  Cleveland ClinicOffered IT support for all employees and MyChart customers. I advised agents on the best course of action to take when they were having difficulty. When a customer or caregiver needed to speak to someone regarding an issue that a team member could not handle, they were referred to me while on shift.September 2013  July 2014Service Desk Analyst  Contractor  Cleveland ClinicService Desk agent for the IT department at the Cleveland Clinic. Supported over 100 applications. Active directory setup and administration. Software installation. Exchange admin for 40000 employees. Printer installs and support.2006  2013Desktop Analyst & System Administrator  Percepts LLCSupported university employees and students with Online Learning. System admin for Blackboard. Configured blackboard with course and student information. Managed all access for courses and managed system rights for instructors and students. Also managed BES servers for various companies for their mobile devices. Input employees and handled any issues with the servers and worked with the manufacture when need with product issues.2003  2006Help Desk Analyst  Westfield InsuranceAnswered incoming calls from employees with all types of computer issues. Handled password reset with MS Exchange. Also supported banking software with our banking division.2000  2003Help Desk Analyst  National City BankLead agent. Handled all the urgent matters that needed to be escalated to the executives. I would co-ordinate bridge calls with bank executives stay on an offer updates to the helpdesk team as they come in. Also supported incoming calls for employees and support banking software with calls from our banks.1996  1997Manager  Cleveland Pizza HutManaged 3 Shift Supervisors. There were an additional 12 employees. I handled the schedules for employees and supervisors. Completed all paperwork for payroll. Hired and fired employees as needed.