Summary
Overview
Work History
Education
Skills
Timeline
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JOSEPH DRYE

JOSEPH DRYE

Technical Program Manager
Bristol,TN

Summary

Agile Technical Program Manager, proficient at untangling operational mayhem by leveraging inter-departmental alignment to reduce waste and promote efficiency. IT executive sponsor for multiple world-wide clients, well versed at maintaining harmonious operations while meeting frequently discordant needs of internal personnel, business channel partners and customers. Excellent at maintaining both internal and client facing relations between engineering and operations.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work History

Technical Program Manager

Teleperformance
Bristol, TN
2019.10 - Current
  • Actively supervising multi-regional technical projects ranging in varied network, telephony, and desktop design for a CAP 40 company.
  • By uniting both internal and client teams during the first days of the COVID pandemic, a highly intuitive level of synergy was established as "work at home" solutions were created, tested, and implemented, for all clients in the BFSI industry.
  • Able to successfully test a viable WAH solution (where none had previously existed) within the first three days of clients requesting a WAH (work at home) solution, and within three weeks 90% of staff was working at home successfully, across four separate clients.
  • Resultantly, as Teleperformance GREW in business, and reported record levels of profits through the pandemic, I was recognized as a TP Hero by Global Executive Management for actions taken during the pandemic.
  • Incorporated additional IT oriented KPI reporting to better quantify Service Health, Service Uptime, SLA and RCA compliance, as well as LAM ownership

Regional Lead Desktop Engineer

Teleperformance
10.2014 - 10.2019
  • First engineer to oversee a perfect score on Teleperformance's internal GESCP audit (audit included all PCI/HIPPA/HI-TRUST metrics) as well as the first engineer to oversee a perfect GESCP audit score at an international site.
  • First engineer to then string together three perfect scores (100) for three GESCP audits taking place at three sites, all within the same week.
  • Elevated national overall GESCP audit score from an average of +/- 70 to an average of +/- 90, by continuously scoring 100's on GESCP audits at the five sites within my region. As a result, I was recognized at a GEO level, as a TP Blue Diamond club member.
  • Directly managed twenty-four lines of business at eight sites, managing eleven team members both domestically and internationally, consisting of +3,000 stations.
  • First engineer to fully implement user controls migration at regional level.
  • Fostered and coordinated scripting abilities from various team members to benefit the region and the world overall.

Senior Desktop Engineer

Teleperformance
02.2012 - 10.2014
  • Brought a "Never-fail attitude" to all initiatives, where I was incorporated.
  • Built 550 seat call-center in Louisville, KY to PCI and HIPPA compliance in 20 days
  • Built 550 seat call-center in Richmond, VA to PCI and HIPPA compliance in 30 days
  • Sent to Streator, IL to oversee Win7 Migration utilizing MDT Deployment in Streator IL. The first site company wide to fully integrate Win7 and WDS/MDT image deployment met

Education

Bachelor Degree - History

University of South Carolina
01.2006 - 01.2010

Skills

Developing project strategyundefined

Timeline

Technical Program Manager

Teleperformance
2019.10 - Current

Regional Lead Desktop Engineer

Teleperformance
10.2014 - 10.2019

Senior Desktop Engineer

Teleperformance
02.2012 - 10.2014

Bachelor Degree - History

University of South Carolina
01.2006 - 01.2010

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JOSEPH DRYETechnical Program Manager