Edwin J Kelley
West Chester,PA
Summary
- A dynamic and versatile IT leader with practical experience able to provide "service and leadership by example" to any Telecom, IT, or Contact Center Technology team.
- Proven leader with the ability to perform well under pressure with excellent communication, customer service, and problem-solving skills.
- Consistent record of improving customer experience and securing customer loyalty by working in-step with those closest to the issues.
- Eager to learn about your business to enable your customers through effective application of technology and process.
Overview
25
25
years of professional experience
Work History
Director of Telecom, Collaborations and Endpoint
Finance of America
Conshohocken, PA
11.2021 - Current
- Providing operational management and technical direction to three cross-functional teams consisting of 12 associates supporting multiple contact centers, hundreds of locations, 5000 Microsoft O365 users, and all Windows/iOS Endpoints
- Aligning company initiatives and departmental objectives to meet and exceed company Unified Communications requirements and Mobile Device Management strategy
- Eliminating data center operating costs by migrating data storage servers and telephony to AWS/AWS Connect
- Continuously validating and ensuring IT vendor agreements align effectively to exceed business expectations regarding support and project management
- Designing test plan for Microsoft Teams Voice for tech and business associates participating in use case and platform testing
- Coordinating Genesys contact center migration strategy for Sales and Customer Service departments
- Executing divestiture of services related to telephony, messaging, and endpoint services
Sr. Manager, Telecommunications Engineering and UC
Broder Bros
Horsham, PA
10.2019 - 11.2021
- Responsible for all telephony and contact center technology at 16 locations across the US and Canada; comprised of 2000 associates and 500 dedicated agents
- Project managed and implemented the platform migration to RingCentral and Nice, simultaneously consolidating relevant sites and migrating to a remote agent workforce
- Led the Proof-of-Concept initiative for cloud PBX and Contact Center platforms and peripheral systems; evaluating features and functionality as related to business requirements
- Assimilated acquired businesses including the evaluation of infrastructure, subscriptions, and telephone number integration; deployed standardized telephone solutions across the enterprises
- Head technical engineer for contact center technologies including Avaya Elite Multichannel, Studio, CMS, Call Recording and Quality Management, Nice InContact, CXOne softphone, Web Chat, and WFO
- Coordinated the deployment of cloud-based CCTV solution for 12 of 16 locations, leveraging existing infrastructure to deliver a cost-efficient, duplicable solution
Manager, Telecom and IT Operations
JG Wentworth
Radnor, PA
06.2015 - 10.2019
- Planned and implemented flexible disaster recovery solutions, while positioning the IT infrastructure for company growth
- Aligned IT team with business initiatives, culture, and risk tolerances
- Onboarding team personnel and developing individual skills to align with company demand
- Evaluated IT solutions and budget; provided effective alternate solutions, resulting in 25% annual savings
- Establishing strong vendor relations by negotiating solutions and forming partnerships for optimal delivery
- Led initiatives to implement IT efficiency throughout non-IT departments
- Automated password notification and reset, email retention and archive policy; establishing ‘Super Users’
- Implemented a seamless telephony process for disaster recovery and business continuity for all departments with a focus on contact center agents
- Coordinated vetting and roll out of contact center tools to enhance customer experience including Click to Dial, Softphone, CTI data-driven screen pops, reporting, greetings/ announcements, and streamlined IVRs and call flows
- Engaged closely with Sales, Marketing, and Operations teams to ensure a “value add” telephony environment
- Provided technical and strategic assistance in developing the IT and telephony integration plans for the acquisition of a mortgage affiliate
- Led the IT team efforts in the business relocation initiative; migrated data center, vendors, and services to a new office location with no business impact
- Trouble reporting and mitigation, contractual SLA enforcement, circuit and trunk management, report generation, support and subscription contracts, annual/term contract negotiations, technology reviews as well as invoice reviews
Sr. Telecom Analyst
AmerisourceBergen
Chesterbrook, PA
02.2014 - 06.2015
- Responsible for managing IT/Telecom objectives and directing telecommunications associates
- Managed multiple cross-functional projects including the international Quality Analytics deployment (NICE), Telecommunications Managed Services migration, and enterprise Cisco VTC alignment initiative as well as being a technical resource for the contact center Work Force Management solution evaluations
- Supported all aspects of 42 Avaya LSP phone systems (nearly 40,000 ports) consisting of 5 multi-skilled contact centers with over 700 agents
- Serviced all requests for PBX programming: design and implement call routes, auto attendants, voice and screen recording, call detail reporting, softphone deployments, MACs, Holiday tables, and all contact center administration including AAR/ARS, IVRs, Vectors, ACDs, and CentreVu
- Coordinated enterprise assessment and alignment of business requirements for video conferencing across the enterprise
- Established associate training documents and knowledge base articles across several business units and lines of business
- Assigned by CIO to take part in an Avaya and Lync UC alignment initiative to seek out the best solution based on acquired business data and requirements
Sr. Telecom Analyst
Green Apple Management Co
Radnor, PA
08.2012 - 02.2014
- Successfully led a working team in developing business requirements and a Request for Proposal (RFP) for an enterprise telephony system: Including data gathering, business process analysis, vendor and customer site visits/demonstrations, vendor selection, contract negotiations, technical objectives, and implementation plans
- Project-managed complex installations of newly acquired PBXs involving diverse call flows and routing
- Coordinated, planned, and led the efforts required to support the contact center relocation project including telephone number alignment of 6500 telephone numbers and the re-allocation of ISDN PRI and SIP circuits
- Successfully supported and maintained telephony platforms (Mitel), voicemail (NuPoint), contact center application (Syntellect), recording application (Call Copy), fax services, conferencing accounts, Wireless services, toll-free services, circuits, and conferencing peripherals
- Managed service providers and their offered solutions; Analyzed, disputed, and/or approved all telephony invoices for payment; Performed circuit utilization and traffic analysis with carriers to determine appropriate sizing
- Daily support of 2 contact centers totaling 280 agents, 6 wall boards, MACs, Agent Skill assignments (Class of Service and priority level), call flow management for each line of business, agent monitoring, call recording, and outbound dialer technology
- Systematically maintained all wireless devices including Blackberrys, tablets, iPhones, and Android devices; Providing superior customer services, while engaging the carrier to resolve issues with devices or services provided
- Improved fax document flow enterprise-wide by introducing best practices and leveraging cloud-based fax services
- Negotiated teleconference solution which decreased per minute cost by 66% and increased feature set to include voice, video conferencing, and web sharing
Education
Horticulture
Williamson College of The Trades
Media, PA05-1996
Skills
- Unified Communications
- Technical Leadership
- Project Management
- Vendor Management
- Cross-Functional Team Leadership
- Contact Center Technology
- Contact Center Flow Enablement
- Collaboration
- Team Management and Development
- Customer Service
- Disaster Recovery/Business Continuity Planning
- Technical and Logical Troubleshooting
- Lead by Example
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
References available upon request.
Timeline
Director of Telecom, Collaborations and Endpoint
Finance of America
11.2021 - Current
Sr. Manager, Telecommunications Engineering and UC
Broder Bros
10.2019 - 11.2021
Manager, Telecom and IT Operations
JG Wentworth
06.2015 - 10.2019
Sr. Telecom Analyst
AmerisourceBergen
02.2014 - 06.2015
Sr. Telecom Analyst
Green Apple Management Co
08.2012 - 02.2014
Horticulture
Williamson College of The Trades
References
References available upon request.
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