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Network Power<100 people
Roles
🖥️83%
Data Entry
💬50%
Customer Service
🧨33%
Consulting
Geos
🇺🇸83%
United States
Work Background
Grisham Services LLCPresident/Founder
Jan. 2025North Carolina, United States
EveriseDirector, IT Governance & Compliance
Aug. 2010 - Sep. 2024Winston-Salem, North Carolina, United StatesChief Information Security Officer (CISO) & Data Protection Officer, Everise US, Guatemala, Philippines, September 2020 – September 2023 - Cybersecurity Program Development: Established the Cybersecurity Program and Information Security Operations team at Everise. - Security Objectives & Metrics: Identified security objectives and metrics to enhance organizational security posture. - Secure Business Practices: Established secure business communication practices, including encryption protocols and employee training. - Vendor Selection: Led the selection of security products from vendors, ensuring alignment with organizational needs and compliance requirements. - Security Compliance and Advocacy: Enforced adherence to security practices through regular audits and employee training. Cultivated awareness and advocated for privacy and data protection within the organization. - Data Protection & Privacy: Monitored compliance with data protection and privacy laws, ensured proper data breach and security incident management. - IT Security Program Management: Developed global IT governance and compliance program (ISMP) with a focus on PCI DSS, SOC2, and HITRUST compliance. - Regulatory Awareness: Stayed informed about changes in the IT regulatory and security landscape and adjusted the security program accordingly.
Tek SystemsProject Coordinator for Wachovia
Oct. 2009 - Aug. 2010Technology Integration and Merger Support. Skilled in preparing detailed business requirements, facilitating project meetings, and maintaining key project deliverables to ensure seamless operations and successful project outcomes. - Project Management: Led efforts to integrate and merge technology platforms for Institutional Retirement and Trust call centers, ensuring smooth transitions and minimal disruption to services - Requirement Gathering: Conducted thorough analysis to gather and document detailed business requirements, ensuring they met the needs of all stakeholders. - Communication: Excellent facilitation and communication skills, with the ability to engage and align diverse stakeholders.
US AirwaysManager, Reservations Technology
Dec. 1994 - Aug. 2008Winston-Salem, North Carolina, United StatesPossesses a proven track record of managing large-scale projects, optimizing call center operations, and enhancing technological capabilities to drive business success. Expertise in managing telecommunications and IT infrastructure within a call center environment. Demonstrated success in leading complex projects, optimizing network routing, and enhancing customer service operations through innovative technology solutions. Adept at managing cross-functional teams and ensuring seamless integration of systems to meet organizational goals. - Leadership and Team Management: Led a team of 19 analysts, overseeing the Reservations Operations Control Center and global operations for five call centers. Ensured high performance through daily analysis of trends and adjustment of strategies to meet service level goals. - Technology and Automation: Spearheaded initiatives in telecommunications, technology, and automation. Managed ACD, network prompters, IVR, call routing, ticket delivery systems, voice and data monitoring systems, and automated voice and email alerts. - Strategic Projects: Played a key role in merger discussions and led critical projects such as the Speech Recognition IVR, Dividend Miles System Migration, Reservations Offshore Outsourcing, and Reservations Call Center Closings.Network and Telecom Initiatives: Managed AT&T network routing, IVR maintenance, ICM and ACD call routing. Responsible for desktop, server, network, and telecom initiatives at the Winston-Salem call center. - ACD Upgrade Project: Developed business requirements and a multi-phase plan to upgrade software at four contact centers, both domestically and internationally. Redesigned databases to align call centers for enterprise routing and reporting, and developed training materials for IT and business end users. - Reservation System Migration: Managed the conversion of IVR systems to a new reservations mainframe, ensuring a smooth transition and continued operational efficiency.
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