Andy Taylor's Email Addresses & Phone Numbers

📖 Summary

Systems Engineer @ MCI Systemhouse Administered, supported, and installed Windows NT servers in Ethernet and Token Ring environments. Developed operating system and software images, created applications for platform installations, and performed internal training for programs valued over $10M. From 1998 to 1999 (1 year) Senior Director, Global Support Services @ Avaya Customer support services, people, process, and technology operations leadership.2010-Present Leader, Global Support Services Business Operations. • Accountable for large business operations department, managing budgetary financials, vendor management, and headcount management, for 2700+ member support organization. • Owner of key performance indicator tracking and analysis, organizational strategy, and all global support processes. • Responsible for program management office, strategy execution, communications, information security practice, and key initiative development. Leader, Avaya eSupport, knowledge, and digital content management, secure connectivity, Services R & D tools and applications remote support. Organizational responsibility for Services Information Technology department, internal and customer facing digital presence for services organization. • Accountable for strategy and leadership redesign of support website to transform a call center based support delivery model to a web based support delivery model. • Responsible for execution of forklift replacement of knowledge management application in support of cross-functional organizational shift to knowledge centered support. • Leading the management of repeatable and common global processes for support delivery, continuous improvement, and increasing customer satisfaction and net promoter scores. 2006-2010Director, Global Remote ServicesLeader, Emerging Technologies Customer Support, Global Remote Services Business Operations, Technical Readiness, and Security Practice.Created global automated work delivery model, implemented for over 2000 employees via work assignment engine, skills bank, and schedule applications, resulting in 19% increase in productivity. From 2006 to 2013 (7 years) Denver, CODirector, Global Customer Support @ Oracle Leader for customer support services, change management, acquisition integration, global process owners (Global Standards Team), and global project management teams. 2002, and 2004 to 2006 Software Technical Assistance Recognition (STAR) Awards for Innovative Support from the Service and Support Professionals Association (SSPA), the 2004 "Stevie Award" for Best Customer Service Organization, and the 2003 to 2006 WebSTAR Service Excellence Awards from the SSPA. From 1999 to 2006 (7 years) Adjunct Professor, Microsoft Certified Trainer, Independent Contractor @ Colorado Technical University Instructor, Microsoft Official Curriculum and IT Security curriculum. From 1998 to 2004 (6 years) Chief Technology Officer, Life & Safety @ Intrado Head of Product Development, Infrastructure Engineering, and Operations for Intrado’s Life & Safety division. Responsible for enterprise wide shared services Operations, IT Standards and Practices, Incident Command & Communications, Attack Surface Management, and Crisis Management. Denver Metropolitan AreaSenior Vice President Technology Operations @ Intrado Head of Global Technology Operations. Level 1, 2, and 3 Production support of internal and external facing services. Responsible for enterprise wide IT Standards and Practices, Incident Command and Communications, and Attack Surface Management. From May 2019 to June 2020 (1 year 2 months) Denver Metropolitan AreaVice President, Information Technology @ Worldpay Vice President, Global Technology OperationsGlobally accountable for levels 1, 2, and 3 production support and service delivery for all transaction processing, settlement, customer care, corporate applications, and infrastructure and application monitoring. Responsible for critical incident management services and internal and external incident communications. Accountable for the management of the global ATM fleet, the technical NOC, acquiring platforms, transaction gateways, and enterprise production control batch services. From 2013 to May 2019 (6 years) London, England, United Kingdom