Summary
Overview
Work History
Education
Skills
Certification
Contactinformation - Personal
Affiliations
Timeline
Generic

Cory Popplewell

New Palestine,IN

Summary

Adaptable and self-motivated leader dedicated to developing the capabilities of teams through effective communication and collaboration. Committed to continuous learning and innovation, leveraging analytical thinking and creativity to deliver high-impact solutions in fast-paced environments.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Senior Technical Account Manager

NICE
01.2021 - Current
  • Defined the TAM role and rolled out a company-wide project to educate internal teams and tear down silos.
  • Ensuring to set proper expectations and set both my customers, as well as NICE, up for success so that both may be successful.
  • Joined Process Council to view the current process methodology used at NICE and bring ideas from my previous work experience to the larger organization.
  • Participating in the On Deck Leadership program to sharpen my leadership skills and share my experience with other aspiring leaders within the organization.
  • Developed and maintained relationships with clients to ensure customer satisfaction.
  • Monitored client accounts, evaluated performance metrics, and identified areas for improvement.
  • Provided technical support and guidance to customers on complex software implementations.

Director - PureConnect Customer Care

Infosys
01.2021 - 12.2021
  • Worked with a global team to set goals and objectives that further improve the project and its deliverables.
  • Developed a new support structure within Customer Care to improve customer experience and resolution time.
  • Designed and implemented an on-call structure to fill the need for 24x7 support coverage.
  • Led effort of creating an internal functional escalation path to better assist in investigations from Tier 1 all the way up to development.
  • Primary point of contact for executive escalations and coordinating to align appropriate resources within the multiple skill groups of the PureConnect product.
  • Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
  • Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
  • Collaborated with senior leadership to set long-term objectives for the company.
  • Recruited, trained, supervised, evaluated and mentored staff members.

Technical Team Manager

Genesys | Infosys
01.2019 - 12.2021
  • Created a positive work environment by setting clear expectations and providing resources necessary for success.
  • Resolved conflicts between team members in a timely manner to maintain harmony within the team.
  • The team consisted of global resources located in our AMER, EMEA, and APAC regions.
  • Contributed to improving the incident management process and tracking of problem records via the ServiceNow platform.
  • Shared responsibility to coordinate and lead active customer outages with internal and external resources in the environment.
  • Developed and implemented team-building strategies to promote collaboration and cohesion.
  • Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.

Technical Lead/ Associate Principal Engineer

Interactive Intelligence | Genesys
01.2015 - 12.2019
  • Responsible for the investigation and resolution of complex issues within the Client and Server Applications skill for PureConnect customer care.
  • Mentored System Engineers in growing knowledge in their skill areas and honing their communication and presentation abilities.
  • Created knowledge base articles and participated in webinars to help educate customer contacts, as well as internal resources.
  • Performed regular audits of hosted customer environments for areas of concern or opportunities for improvement.
  • Assisted customers in designing call flows within our product to meet their desired needs.
  • Identified opportunities to improve system performance, scalability, and reliability.
  • Created detailed project plans with timelines, deliverables, and resources needed.
  • Provided technical guidance on development projects as well as implementation of new technologies.

IS End User Site Support IV

Franciscan Alliance Information Services
01.2012 - 12.2015
  • Responsible for mentoring, training, and hiring IT support, as well as providing oversight for local contractors.
  • Configured printers, scanners, mobile devices according to organizational standards.
  • Supervised and maintained mobile device support for St. Francis South Campus and surrounding remote offices.
  • Installed applications and operating systems on user machines.
  • Provided technical support to end users in person, via phone and email.
  • Assisted with troubleshooting hardware and software issues.
  • Deployed and configured new computers, laptops and other devices.
  • Maintained inventory of IT equipment and assets.

Store Manager

Gamestop
01.2007 - 12.2012
  • Maintained accurate records of employee performance reviews.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Developed strategies to maximize sales and profitability.
  • Established customer service standards and monitored staff compliance.
  • Organized promotional events to increase product awareness.
  • Recruited, trained and supervised new employees.

Education

IT Certification Course -

PC Pro Schools
Indianapolis, IN
11.2010

High School Diploma -

Triton Central High School
Fairland, IN
05-2005

Skills

  • Process Optimization
  • Coaching and Guidance
  • Incident Management
  • SLA Management
  • Customer Technical Support
  • Customer Service
  • Customer Retention
  • Team building
  • Relationship Building
  • Adaptability

Certification

  • MCP (Microsoft Certified Professional)
  • MCDST (Microsoft Certified Desktop Support Technician)
  • SDP (Service Desk Professional)
  • MCTS (Windows 7 Configuration)
  • MCSA (Windows 7)
  • MCITP (Enterprise Desktop Support Technician on Windows 7)
  • HDI Desktop Support Technician
  • CTP (Convergence Technologies Professional)
  • ICCE
  • PureCloud Core Professional
  • ITIL Foundations

Contactinformation - Personal

Cory, Popplewell, 4738 W Otway Lane, New Palestine, IN, 46163, (317) 287-4958, Cory.Popplewell@gmail.com

Affiliations

  • Volunteer for local school activities
  • Assistant archery coach for a local Junior High and High School
  • Certified NASP instructor

Timeline

Senior Technical Account Manager

NICE
01.2021 - Current

Director - PureConnect Customer Care

Infosys
01.2021 - 12.2021

Technical Team Manager

Genesys | Infosys
01.2019 - 12.2021

Technical Lead/ Associate Principal Engineer

Interactive Intelligence | Genesys
01.2015 - 12.2019

IS End User Site Support IV

Franciscan Alliance Information Services
01.2012 - 12.2015

Store Manager

Gamestop
01.2007 - 12.2012

IT Certification Course -

PC Pro Schools

High School Diploma -

Triton Central High School

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Cory Popplewell