Michael Geddie

Experience

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  Ernst & Young Global Consulting Services

  Jun 1999 - Jan 2009

  · Responsible for oversight, management, and development of internal call center telecommunications (telephony) system (consisting of 425+ call center agents within 12 internal call centers). · Responsibilities included project management of new implementations, design and development of call center telephony solutions (IVR, speech recognition, skills-based routing, real-time and historical reporting), and managing ongoing support after implementation. Also included review and management of all knowledge, processes, and documentation related to the system. · Managed the project to select the specific vendor of choice, from RFI/RFP through contract negotiations and implementation. · Primary point of contact with vendor, reviewing support issues, billing issues, and future direction of product. Show less · Successful projects included seven new office build outs, server installations, VoIP implementations in each office location, upgrade of WAN connectivity from frame relay to MPLS for two mission-critical locations. · Call center specific projects included RFI/RFP and implementation of survey tool, real-time and historical reporting updates and changes, creation of fast routing menus for quick agent access, and creation and implementation of national emergency personnel accounting system· Other projects included design of multi-national outage reporting and notification tool, customer satisfaction survey tool, and transition of Tier 1 technology support to a new vendor. Show less

  • Product Manager

    Jan 2008 - Jan 2009

  • Project Manager

    Jun 2004 - Jan 2009

  • Configuration Leader

    Mar 2002 - Jun 2004

  • Lead Technician

    Jun 1999 - Mar 2002
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  New Life Church

  Mar 2009 - Sept 2011

  Associate Pastor

  · Responsible for all administration, back office, finances, budgets, facility, personnel and business operations· Responsible for all communications and graphics· Implemented and managed all technology (i.e. web; video recording, producing, and streaming; media, digital sound; DMX-controlled lighting; LAN/WAN; IP-based phone system, website)· Implemented and maintained the church management system

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  Vision Church

  Sept 2011 - May 2015

  Lead Pastor

  · Primary vision leader, communicating, overseeing, and imparting the vision of the church· Responsible for all ministries and departments of the church· Responsible for oversight of all employees and management of all financial operations· Weekly message preparation/delivery· All previous responsibilities of Associate Pastor.

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  Boyd On A Wire

  Aug 2015 - Mar 2016

  Supervisor

  · Responsible for installation and support of custom A/V equipment, security systems, LAN/WAN connectivity, and distributed audio/video systems· Responsible for oversight and training of new technicians

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  8:28 Solutions

  Mar 2016 - now

  Business Owner

  · Custom HTML / WordPress website development (over 50 sites), CMS implementation for small businesses· SEO, site optimization, ranking for small, local businesses· Creation / management of PPC campaigns for marketing / lead generation· Custom iOS application development for iPhone / iPad

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  Conifer Health Solutions

  Mar 2016 - Aug 2017

  Product Manager

  · Responsible for support and implementation of call center phone systems, IVR, data access for multiple call centers with ~2000 agents· Responsible for the design and development of call center IVR features to accomplish business goals and increase caller satisfaction (IVR, speech recognition, skills-based routing, real-time and historical reporting)· Responsible for managing multiple projects across several lines of business with interconnected dependencies· Responsible for support, research, troubleshooting, and resolution of complex data integration issues regarding contact center performance Show less

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  PRAUS Construction

  Jun 2017 - Jan 2021

  Sales Project Manager

  · Responsible for sales and project management / client relations for storm damage repair to homes and businesses· Responsible for managing all construction projects under my oversight, maintaining budget and profitability· Responsible for managing team of three other salesmen in meeting goals and managing projects· Responsible for support, research, troubleshooting, and resolution of technical issues with CRM, API integration, website, reputation management, SEO· Product owner/manager for CRM, canvassing application and website, managing vendor interactions, technical issues and resolution and feature enhancements. Show less

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  KUBOTA NORTH AMERICA CORPORATION

  Mar 2021 - now

  Technology Product Manager

  · Responsible for oversight and direction of product roadmap for customer-facing technology products· Responsible for creating product features, communications, marketing materials for internal/external customers· Responsible for training dealer network and field teams for sales and usage of technology tools