TECHNICAL TEAM LEAD TECHNICAL DIRECTOR SUBJECT MATTER EXPERT
Dedicated Technical Contractor Team lead well-versed in analyzing and mitigating risk and finding solutions to complex issues. Excels at boosting team performance by establishing realistic goals and enforcing deadlines.. Possess excellent verbal, written and negotiating skills. Over 5 years experience in Root Cause Analysis, Defect Management, User Acceptance and Production Validation testing in the myAT&T servicing application. Subject Matter Expert for the suite of myAT&T modules/applications. Strong knowledge of AT&T Mobility billing systems, myAT&T architecture/ environments and related tools such as JIRA, Quality Center, Tealeaf, Splunk, Unisync, Business Objects, Error Management Tool, SQL Developer, etc.
Vast technical knowledge
MS Office proficiency
Accomplished with mobile devices
Knowledgeable of quality control standards
Strong analytical skills
Web content management
GUI and tools
Strong collaborative skills
Experienced in Defect management
Excellent problem solving skills
AT&TOrlando, FloridaTechnical Team Lead Technical Director Subject Matter Expert
My roles and responsibilities as a Technical Contractor Team Lead include but are not limited to: Managing work distribution, privatization, scheduling and resource allocation for a functional team of 10 or more technical contractors to ensure that client needs are met, deliverables are completed on time and within budget, and resources are effectively utilized.
Manages teams daily operations, productivity, identifies areas for improvement, develops teams technical and managerial expertise through on-the-job and formal training opportunities
Enforces Company policies, and helps in long-range planning for the team.
Acts as the technical and/or functional expert for the team, manages process development, and devises standards and strategies for business improvement. Facilitates infrastructure plans and implementation decision making by identifying all the appropriate technical parties and educating them about all the potential issues, critical path dependencies, and roadblocks. Coordinates the resolution of issues related to the support of the different technical organizations to ensure minimal service disruptions.
Prepare, review and provide input to project business cases.
January 2009 to June 2014
AT&T MobilityOrlando, FloridaSenior Technical Team Lead/ Technical Director
and responsibilities as a Senior Technical Team Lead include but are not limited to: Managing 6 direct reports with respect to Production Support for all modules of the myAT&T Full Web experience.
Collaborate with multiple cross functional business groups and technology organizations to ensure an extremely high quality support of functional requirements of myAT&T.
Lead and Drive myAT&T by monitoring the site with the use of various tools and work closely with our IT partners to ensure that the errors are decreasing,customers satisfactions scores, customer upgrades / add a line orders and feature sales are all increasing.
Partner with cross functional organizations in the company to ensure that the stability of downstream systems do not affect the functionality of myAT&T.
Subject Matter Expert for all myAT&T modules and point of contact for new plans and services launches.
Partner with Product Marketing, Content Writing and eCommerce Catalog to ensure deployment milestones are met for offer launches.
Analyze Business and Functional Requirements to gain highly skilled understanding of technical concepts and principles of the underlying project.
Facilitate Production Issue calls with Development, IT and UAT Testing teams to introduce and explain production issues to ensure the issue is fully understood and proper resolution is achieved within a timely manner while limiting customer impact.
Facilitate post production Warranty Deployment releases and serve as the Subject Matter Expert for all related fixes being implemented during the Warranty Deployment release.
Provide final approval to launch the Warranty Deployment fixes to production to provide a better customer experience and reduce errors.
Effectively and accurately track, review and maintain production errors within myAT&T and Bedrock by performing Deep-Dives and analyzing customer verbatim statements as well as the customer forums.
Observe customer calls and evaluate behaviors in accordance with Quality Assurance guidelines Ensure that each call center receives required number of quality evaluations per month Participate in call study/audits (outside of general monitoring responsibilities) Be proficient at using etalk systems, reporting and National Quality reporting Compile statistics in order to report on quality results by individual and team.
Work with Quality Manager to develop team action plans Provide individual feedback clarifying behaviors to call center management team Attend regional and local calibration sessions Identify prevalent trends and recommend immediate resolution techniques Identify and implement change on outdated, incorrect or missing information within the current on-line reference tool Attend all applicable call center training to stay in touch with all aspects of your internal customer responsibilities Support recognition and quality campaigns at the center level Build partnership with call centers.
Education and Training
William R Boone H.S Orlando, Fl High School Diploma
Strong Leader/Motivator, Analytical and Detail Oriented, Strong Technical Troubleshooting skills.