Andrew West

Responsible for a 16-person organization comprised of 2 distinct teams:

· Call Delivery: 2 Admins + 3 Engineers + 1 embedded PM

· Responsibilities: Support, engineering and solutions for an Alvaria (Noble) dialer inclusive of all outbound elements including campaign and list management, capacity planning, queuing, agent management and Excel

· Call Delivery Enterprise Management: 1 Manager and 9 Analysts

· Responsibilities: support of the call center including real time management of all agents, queues, pacing, real time dashboards and metrics

Activision, Blizzard, King - Global RTC Team

Lead a Global team of Collaboration, Telecom, Contact Center and AV Engineers from 3 different organizations.

i) Activision: 2 Engineers (California) and 1 Support Staff (Ireland)

ii) Blizzard: 2 Engineers (California, France) and 1 Support Staff (California)

iii) King - 3 Engineers (London, Paris, Madrid)

Team responsibilities covered but are not limited to: UC, Zoom, Parsec Legacy Telecom, Call Center, Video Conferencing, Audio Visual, Meeting Room Experience and Cellular support

· Blizzard End User Computing Team

Lead a team of Platform engineers along with support staff, team responsibilities covered but are not limited to: Operating Systems management, patching and application package development and deployment across Blizzard Entertainment

· Lead engineer responsible for the engineering of a multi-cluster + Webex Teams + Expressway deployment

· Lead engineer on CUCM, SME, Unity Connection, VCS-E, VCS-C, TMS and CMS deployments

· Lead engineer on VMN (Video Mesh Node) and full Webex deployment

· Principal Engineer for ongoing conversion from a legacy Nortel TDM SL100, CS2100, CS1k, Option11 infrastructure to a full stack Cisco Collaboration deployment

· Principal Engineer for ongoing architecture, design, resource management and delivery of all new facilities buildings + projects

· Vendor Management, Ecosystem and Integrations – MWI over SIP GWY, MSFT S4B, Calabrio Speech Analytics & EWFM, Informacast Mass Notification, Blynclight , Metropolis CDR, Rauland Borg Nursecall, Vocera, Ascom, RMG (Symon)

· Cisco Contact Center - PCCE 11.6(1) and 10.5(3), ICM, CVP, VXML, Finesse, CUIC, SocialMiner.