John Grdina

Experience

• 

  Call Center Resources, Inc.

  Jul 2002 - Aug 2009

  Managed all IT employees and vendors, and served as the main point-of-contact with all customer IT counterparts. Facilitated all communication between IT and business personnel. Responsible for day-to-day uptime and operation standards, as well as a wide variety of project management and hands-on work, including programming, database, telephony, and network management. Developed many custom reporting and accounting solutions through advanced used of VBA for MS Excel and Access. Administered MAC (Moves, Adds, Changes) to AVAYA PBX Stations, Vectors, Hunt Groups, and VDNs. Managed the company's helpdesk.

  • IT Director

    Apr 2006 - Aug 2009

  • IT Analyst

    Jul 2002 - Apr 2006
• 

  Cleveland Clinic

  Nov 2009 - Sept 2014

  Manages a highly skilled group of contact center professionals, providing the following services to 1500+ Health System Enterprise Contact Center users: Data Analysis, Custom Application Development/Integration Solutions, Workforce Management, Realtime Monitoring, Quality Assurance through Speech Analytics, and Training (both Classroom and through eLearning technologies). Coordinates Enterprise Contact Center initiatives to provide a consistent Patient Experience. Contact Center design, engineering, build.

  • Call Center Support Services Administrator

    Sept 2010 - Sept 2014

  • Telecommunications Engineer

    Nov 2009 - Sept 2010
• 

  RelateCare | Communicating Better Health

  Sept 2014 - Jan 2015

  Sr Consultant

  Assess contact center operations and technologyDevelop project plans to overcome gaps from current to future stateDrive projects to achieve customer goals

• 

  Fidelity Investments

  Jan 2015 - now

  • VP | Product Manager | Digital Experience | Account Opening

    Dec 2024 - now

  • Squad Leader (Product Owner)

    May 2021 - Dec 2024

  • Director, Process and Digitization

    Jan 2015 - May 2021