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ANDREW WEST

Haddon Heights,United States

Work Preference

Desired Job Title

Director - Call Delivery ServicesEngineering ManagerPrincipal UC Engineer

Work Type

Full TimePart TimeContract Work

Location Preference

On-SiteRemoteHybrid

Important To Me

Company CultureHealthcare benefitsWork from home option

Summary

Senior IT leader with 28 years of experience delivering enterprise strategies in UC, Contact Center, AV, Mobility, Networking, Automation and IT operations across sales, healthcare, finance, defense, and video game sectors. My leadership focus is on being accountable and accessible to the team, leaders and our users. Extensive experience in leading complex infrastructure migrations on a local and global scale. Delivers documentation framework that simplifies complexity of information.

Overview

14
14
years of professional experience

Work History

Director - Call Delivery Services

OneMain Financial
09.2023 - 10.2024
  • Directed a 16-person organization split into two technical teams: Call Delivery (engineering) and Call Delivery Enterprise Management (real-time operations). Oversaw budget planning, employee development, documentation strategy, and enterprise-wide contact center performance. Established team identity through consistent leadership, clear expectations, and a focus on accountability.
  • Lead org through a full rebuild and optimization of the primary IVR, reducing abandoned calls by 21% and team-to-team transfers by 45% within 90 days
  • Increased SKIP-level meeting attendance from 25% to over 80%, integrating a structured bi-weekly cadence and a renewed focus on leadership accessibility.
  • Expanded documentation framework adoption across four departments, designing a standardized template set in Excel, Visio, and PowerPoint.
  • Strengthened real-time call center management, overseeing queue pacing, agent dashboards, and performance metrics across a 9-person analyst team.
  • Improved team accountability and performance clarity, establishing weekly one-on-ones with engineers and team leads, reinforcing expectations and coaching in real time.

Engineering Manager

Blizzard Entertainment
08.2018 - 02.2023
  • Responsible for managing an 18-person organization: Real-Time Communications (RTC) and End User Computing Teams (EUC). Team RTC handled all communication infrastructure, including UC\Telecom, Zoom, Parsec, UCCE Contact Center, video conferencing, AV, and the engineering of the ABK Slack tenant. The EUC team was responsible for OS management, patching, and application deployment via SCCM (Windows) and JAMF (Apple), and the administration of the ABK Slack Tenant.
  • Standardized meeting room environments across the global organization consistently creating AV experiences that increased user satisfaction and reduced tech support issues.
  • Increased technical leadership capacity, mentoring the EUC Team Lead into a full-time managerial role, streamlining talent development and succession planning.
  • Increased Slack and Zoom adoption while improving platform stability, managing multi-platform integration and rollout across 4 countries, ensuring consistent collaboration experiences.
  • Enhanced cross-functional collaboration, developing a unified documentation framework for RTC and EUC systems, ensuring consistency across regions and teams.
  • Reduced patching delays and improved endpoint reliability, deploying structured OS management and app deployment using SCCM (Windows) and JAMF (Mac).

Principal UC Engineer

Children's Hospital of Philadelphia, CHOP
12.2010 - 08.2018
  • Led end-to-end UC strategy, design, and deployment across a 51-building pediatric healthcare system serving over 18,000 employees. Directed the systemwide migration from Nortel to Cisco UC, oversaw AV and mobility infrastructure for major construction projects, and optimized enterprise dial plans and contact center operations. Delivered sustainable cost savings, system standardization, and scalable collaboration by aligning engineering execution with clinical and operational priorities.
  • Secured executive support for a multi-year UC transformation, developing board-level presentations and visual architecture using PowerPoint and Visio reviewed by CHOP’s CEO, CFO, CIO, CTO, CMO, and CNO.
  • Standardized AV systems across all Main Campus meeting rooms, aligning hardware, configuration, and support workflows to deliver consistent user experience across departments.
  • Designed and implemented UC, AV, and mobility infrastructure across four major construction projects, including the Buerger Center, King of Prussia campus, and Roberts Campus
  • Reduced the analog device footprint by 62% cutting monthly telecom costs by $12,500, optimizing the enterprise dial plan during the transition from Nortel to Cisco UC.
  • Improved customer service and operational efficiency, migrating the contact center from Nortel Symposium to Cisco PCCE 11.5 and enhancing call routing and reporting capabilities.
  • Deployed full-stack Cisco UC architecture across 51 buildings, configuring CUCM, Unity Connection, Expressway, PCCE and supporting over 28,000 endpoints across clinical and administrative functions.

Education

Associates Degree - Liberal Arts

Camden County College
01.2010

Skills

  • LEADERSHIP & STRATEGY: Organizational Design; Team Brand; Cross-Functional Collaboration; Infrastructure Modernization Strategy; Process Development & Standardization; Budget Forecasting & Resource Planning; Executive Presentations & Stakeholder Engagement; Culture Building & Accountability
  • TECHNICAL EXPERTISE: Unified Communications (Cisco UC, Nortel, Avaya); Contact Center Solutions (PCCE, UCCE, Alvaria/Noble, IVR Design); Audio/Visual Infrastructure (Room Standardization, Digital Signage, Zoom, Webex, Remote Meeting Experience); Automation (IOT, Home Assistant, Google Home, SmartThings, Aqara, Govee); Networking Fundamentals (Layers 1–7); Endpoint Management (SCCM, JAMF); Mobility Solutions (WiFi Calling, DECT, Cellular, DAS)
  • TOOLS & SYSTEMS: Cisco (CUCM, Unity, CUBE, Expressway, Prime); Collaboration Platforms (Zoom, Slack, Parsec, Webex, Microsoft Teams); Management Tools (ServiceNow, Workday, Jira, Confluence, Crystal Reports); Telephony Systems (PBX, PSTN, TDM, VOIP, Call Recording)
  • OPERATIONS & SUPPORT: Contact Center Operations (Inbound/Outbound, Pacing, EWFM); Documentation Systems & Inventory Control; Incident Response & Troubleshooting (Wireshark, Splunk, TranslatorX); Carrier/Vendor Management; End-User Support Strategies; System Integration & Optimization

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Your success, or lack of success, is your responsibility. Even when you have a chain of command that you don't like as well, its your responsibility to work with the up chain of command.
Jocko WIllink

Timeline

Director - Call Delivery Services

OneMain Financial
09.2023 - 10.2024

Engineering Manager

Blizzard Entertainment
08.2018 - 02.2023

Principal UC Engineer

Children's Hospital of Philadelphia, CHOP
12.2010 - 08.2018

Associates Degree - Liberal Arts

Camden County College

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