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Scot Whigham

Scot Whigham

Director of Global Technical Support/Stability & Performance Engineering

Aon eSolutions

Fayetteville, GA

Director of Global Technical Support/Stability & Performance Engineering at Aon eSolutions

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Aon eSolutions

Director of Global Technical Support/Stability & Performance Engineering

Responsible for all Technical Support Operations and Riskconsole Stability & Performance Engineering.

Development of transnational strategy for Global Technical Support and Riskconsole Stability & Performance Engineering.

Driving Problem Management methodologies to improve technical support delivery resulting in over $2 million in new revenue sources.

Implementing Six Sigma analysis to improve process improvements in Technical Support workflows.

Implementation of Enhanced QA Testing program to generate stability within the Aon eSolutions ecosystem that will result in improved application performance and client satisfaction scores.

Career medium 05
Career

Egon Zehnder

Global IT Services Manager

Manage internal IT support for North and South America region covering 19 branch offices in 7 countries.

Earthlink Business

Senior Manager of Telecommunications - MIS

I am a hands-on manager of the telecommunications team for our internal Customer Support organization working in MIS.

My main area of focus is developing strategies to help the business leverage telecommunications technology including IPCC/UCCE, ICM deployed on a Windows Server 2003 environment, CTIOS, VoIP call connectivity, and multiple ACD technologies including Avaya and Nortel. I am responsible for analyzing and managing telecommunications billing, support contracts, and vendor relationships.

I facilitate IT issues and projects with internal stakeholders including strategy, product development, operations, and the core executive staff as well as partner leadership in various locations by managing a network of local command centers and a staff of 7-10 vendor partners and their employees in various locations in India, Phillipines, Africa, Korea, Central America, the Caribbean, Canada, and domestic locations along with an internal technical support team to ensure coordinated and efficient communication among all internal and outsourced locations.

I manage, mentor and develop the telecommunications staff, working closely with technical staff to manage and maintain telephony, server and WAN/LAN network systems. I work with my technical teams to ensure that telephony systems installed on server and network systems are functioning normally, backed up, and regularly maintained with patches, virus updates, security enhancements, and best practice configurations.

Career medium 06
Career
Career medium 06

Earthlink

Senior Manager of Operations - Customer Support

My main focus is to develop and manage long-term strategic and everyday tactical call center operational processes including forecasting, staff planning, real-time adherence, training, telephony technology that leads to exceeding departmental Key Performance Indicators (KPI's) and goals.

I manage efficient real-time adherence tracking and employee notification processes to maximize employee efficiency and improve service levels. I maintain fair scheduling practices that take employee needs into consideration while ensuring business goals are met. I make real-time staffing decisions based on intraday forecasts and staffing allocations to communicate overtime and time off opportunities. I validate forecasts and staff planning against actual and budget.

I manage command center function for 24x7 operations, monitoring real-time adherence, system outages, and impacts to call volume and call center operations.
I manage call routing in a multi-site environment, encompassing Telecom, IVR, ICM load balancing and CTIOS technology. I work with various IT technical teams to monitor and improve performance of key CRM and other web-based applications/tools for call center agents. I manage call center turn-up and turn-down projects for technical and operational aspects in India, the Philippines, North American, Central America, Africa, the Caribbean and Korea.

Career

Earthlink

Manager, Systems Analysis and Reporting - MIS

My main area of focus was managing information inputs to Directors and CTO for decision strategies with database reporting and analysis functions.

My team formulated strategy and lead implementation of system availability metric and service quality index (performance, reliability, quality, and customer metrics).

We managed ITIL process areas and resources, directed process improvement efforts and compliance monitoring.

I managed multiple projects simultaneously and translated the technical and business context and implications of deliverables to team members.

We provided statistical analysis of key quality and business metrics for executive management, while developing and implementing SDLC error injection and detecting root cause analysis for production break/fixes in large Unix and Windows hardware and software based environment located in multiple internal data centers.

We drove continuous improvement initiatives based on business impact (downtime cost modeling) and key performance indicators (KPIs) along with end user testing application located in mutliple contact centers through India, The Philippines, Central America, and North America.
We deployed Compuware web-based application user experience testing tool for process improvement of CRM and Billing applications.

Career medium 05
Career

Northwestern University

Master of Science (MS), Predictive Analytics

Georgia State University

Bachelor of Science, Economics

Magna Cum Laude

Georgia Institute of Technology

Masters of Business Administration, Strategy and Analytics