Alan J. Odwazny
Oak Creek,WI
Summary
A highly motivated technical-business professional who enjoys being part of, as well as leading and supporting a successful and productive contact center team. Excellent technical, analytical, communication, interpersonal and problem-solving skills, expert at managing multiple projects simultaneously. Ability to adapt to the ever-changing business environment and demands of the customer by leveraging technology to continually improve the patient and service experience.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Infrastructure Contact Center Specialist
Advocate Aurora Health
11.2016 - Current
- Serves as the Contact Centers platform owner while collaborating with key IT infrastructure support teams for required maintenance, growth, and performance changes to the system
- Interprets and analyzes business requirements
- Designs, tests, programs and implements appropriate solutions based on business needs
- Acts as lead in change management process to evaluate risk and impact of potential changes
- Acts as tier 2 escalation for issues impacting operations in Advocate Aurora Health’s contact centers (WI/IL) and works with vendor to coordinate application/database/storage/server/operating system changes
- Installs, configures, troubleshoots and diagnoses intermediate to complex hardware/software/network problems/issues
- Works with key business partners to conduct root cause analysis on technical issues impacting availability/performance
- Acts as one of the technical project leads for medium to large size technical projects
- Served as a resource/advisor to the Clinical Contact Center as it relates to their business accounts, physician on call scheduling application and paging solutions
- Participates in on call rotation, resolving complex help desk tickets and network/voice problems
- Tracks and trends issues and drives resolution
Contact Center Analyst/Business Systems Analyst
Aurora Health Care
05.2008 - 03.2013
- Served as Aurora Teleservices (Medical Call Center) system administrator/lead technician, business/IT/Telecom liaison, technical trainer, data analyst, billing expert, project manager, account manager and advisor to the manager of business operations
- Provided 24/7 technical and operational support to a team of clinical and non-clinical caregivers
Systems Administrator
Aurora Health Care
04.2007 - 05.2008
- As system administrator for the Aurora Teleservices (Medical Call Center), developed and executed process improvement and system maintenance as needed
- Maintained and managed intricate ACD routes, trunking, voicemail and implement fixes as needed
- Recorded customized greetings/scripts based on the customer’s business needs
- Set up a billing system to simplify and streamline the organization’s cost transfer process
- Ensured data integrity and audit reports to identify/resolve potential issues
- Maintained and updated the physician on call directory
- Assisted with the training of call center staff and developed procedures to simplify workflows
- Provided onsite/offsite 24/7 technical support
Client History Interviewer / Help Desk Analyst
Northwestern Mutual
07.2004 - 05.2007
- Recorded and interpreted pertinent information via computer and voice communications as it relates to underwriting Life and Disability insurance
- Maintained a large loyal client base through personal attention, quality service, and follow through
- Utilized several database applications for conducting interviews, researching and documenting client questions and concerns
- Served team as a contact for any departmental technical issues that occur during production, which are then logged and reported to the Information Systems Department
Lab Technician
PPG Industries (Manpower)
Oak Creek, WI
03.2003 - 04.2004
- Assembled samples of automotive paint using raw materials, conducted several physical tests to ensure product specs, recorded data to eliminate testing redundancy and make formula improvements, and required a high level of detail and analytical skill to meet objectives
Broadband Technician
Time Warner Cable
Milwaukee, WI
03.2003 - 04.2004
- Installing and troubleshooting of both cable and LAN (High Speed Data) networks in residential units
- Provided customer education on services
- Measured and tested signal levels to ensure proper system functioning
- Worked under extreme deadlines and weather conditions to meet customer demands
Education
B.S. - Communication Technologies Management, Telecommunications, Business Administration
University of Wisconsin Platteville
05.2002
Skills
- Time Management
- Analytical
- Independent
- Leadership
- Communication
- Organization
- Negotiation
- Problem Solving
- Driven
- Highly Motivated
- Team Player
- Microsoft Office
- Amtelco Infinity
- Epic
- Caregiver Connect
- Desktop support
- Telecom support
- Web
- I3 Applications
- Data Analysis
- SMS/Service Now
- Nice inContact
Websites
Certification
- Certificate of Achievement Amtelco University (Infinity phone system), 08/01/07
- Certificate of Achievement LVM Systems University (E-Centaurus), 10/01/09
- Completed LAN Certification (CompTIA A+ exam, part 1), MATC, 01/01/08
- Attended Interaction Center Core Specialist (ICCS) Bootcamp 4.0, 10/01/13
- Completed basic training on the Nice inContact system, 10/01/18
Projects
IL Strategic Contact Center project phase I (Implemented Nice inContact for the ACC clinical contact center and CAC contact center in Rosemont, IL) WI Strategic Contact Center project phase I & II (Implemented Genesys (I3) in Green Bay, Oshkosh, South Milwaukee, New Berlin, and West Mequon) Implemented screen pop for the Clinical Contact Center and integrated with existing Aurora on Call scheduling application. Developed I3 remote agent solution for Clinical Contact Center RNs Played an integral part in the implementation of the VNA Triage Nurses into the Clinical Contact Center Developed the call logic for the clinic first call 'Primary Care Redesign' in the I3 system Created an online course in Learning Connection around the system wide ED Referral project for caregivers to reference Developed some of the workflows in Epic for the call center staff
Awards
- Earned 2 Aurora Stars, For improving business processes within the Contact Center space
- PACE award, Received recognition and acceptance for submitting an idea through the Ideas@Work program at Northwestern Mutual, 05/01/06
- Certificate of Achievement – Amtelco Technical Seminar, 2007 and 2008
Timeline
Senior Infrastructure Contact Center Specialist
Advocate Aurora Health
11.2016 - Current
Contact Center Analyst/Business Systems Analyst
Aurora Health Care
05.2008 - 03.2013
Systems Administrator
Aurora Health Care
04.2007 - 05.2008
Client History Interviewer / Help Desk Analyst
Northwestern Mutual
07.2004 - 05.2007
Lab Technician
PPG Industries (Manpower)
03.2003 - 04.2004
Broadband Technician
Time Warner Cable
03.2003 - 04.2004
B.S. - Communication Technologies Management, Telecommunications, Business Administration
University of Wisconsin Platteville