Richard Rogers
- Business Systems Analyst
- Round Rock, TX
- Member Since Mar 17, 2023
Candidates About
Richard Rogers
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Objective |
An upwardly mobile position which will allow me to utilize my leadership, communication, and program management skills to move the needle. Mission is important – looking for meaning behind the metrics. |
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Experience
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Mar 2014 – present Dell, Inc. Round Rock, TX I/T Telecom Portfolio Manager § Responsible for program oversight and global intake for >$10m in annual telecom project spend across the Enterprise. § Provided regular updates and overview to IT and Business Executives. § Led Agile migration, improving efficiency and speed to deliver. § Key participant in Telecom Strategy formation, mapping 3-5 year technology solution for Dell, with a keen eye on improving the customer and agent experience. § I fix problems – communication, morale, direction, tactics Nov 2010 – Mar 2014 Dell, Inc. Round Rock, TX I/T Business Systems Analyst § Played a key role in deployment of IVR automation apps in EMEA and APJ, working with partners in each region on a weekly basis. § Managed several nimble, fast moving contact center programs, delivering key enhancements in a dynamic, customer facing space. § Focused on improving communication patterns between IT and their business partners. Improved requirements gathering. |
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July 2004 – Nov 2010 Dell, Inc. Round Rock, TX I/T Development Team Lead § Provided server administration, platform support, vendor management, and data replication / reporting for eTalk Qfiniti platform in all 25 Dell call centers across the globe. Platform encompassed over 100 servers, 3000+ users, and 20,000 agents. § Planned and led deployments across Europe and Asia-Pacific regions. § Developed and implemented an automated Org process, automated secure FTP upload solution, and SQL reporting solution § Led Dell’s first pilot and deployment of Speech Analytics § Led hardware consolidation / virtualization effort, reducing hardware footprint by 30-40%. § Transitioned to role as Cisco ICM Developer in April 2010, programming global call routing solutions for Dell call centers. |
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Experience (cont.) |
Feb 1999 – July 2004 Dell, Inc. Round Rock, TX Data Analyst / Senior Technician § Provided server administration, user support and Quality program mgmt to ACS call centers in 5 locations across the globe. § Developed web based Quality and call center metrics reporting for Relationship Tech Support. § Deployed Dell’s first successful launch of Screen Capture and agent call playback feature of eTalk Recorder product. § Completed installation of Panama eTalk Recorder server: Arranged testing of new hardware impacting the install within 72 hours. Facilitated passage of replacement hardware through Customs in Panama. Provided training and initial setup to all users during launch. § Created specialized reporting for Boeing support queue § Provided custom reporting daily during Unisys field service transition. |
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May 1996 – Nov 1998 JPS Corporate Services Austin, TX Regional Manager § Opened and managed first location in Austin, quickly expanded coverage to San Antonio, Corpus Christi, and Dallas. § Effectively supported existing customer base and marketed business to new accounts. |
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May 1992 – May 1996 Clicks Billiards Dallas, TX General Manager § Increased sales and profits to record levels, brought club to #3 in state. § Managed staff of 15, provided innovative training and service. |
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Education
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University of Texas Austin, TX § B.A., History 1996 |
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Areas of Expertise |
Agile / Scrum, SQL database server administration and development, Windows Advanced Server administration, Software Development Life Cycle (SDLC), HTML, ASP, VBScript, VSS, Cisco ICM, Avaya, eTalk Qfiniti platform (certified installer), Aspect ewfm, Empirix, Sharepoint, advanced Excel, PowerPoint, Visio, MS Visual Studio, social media (twitter), proficient in Spanish. |
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Volunteer Efforts
Interests
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Bakersfield Homeless Center Champ Camp Tutoring 2014-2016 Linder Elem. Campus Advisory Council member 2001 – 2005 Florence Youth Recreation Assoc. coach 2004 - 2007
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