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Lake Buena Vista , FL
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Robert Benkendorf
3251 Samual Rd, Norman,
RY 22115 / 351-821-2321 / 402-512-2231 E-mail: robert210@gmail.com
Alternate Address: 4319
Cottontail Lane, Las Vegas, NV 89121
PROFILE
A
focused IT professional with over 20 years of information technology, project
management, systems analysis, support and training experience. Expert specialized in managing NICE systems
implementation, deployment and support for over 8 years with a global user in a
call center environment. An energetic
and thinking individual with exceptional verbal and written communication
skills, and excellent analytical and problem solving skills. Experienced project management professional
and technical specialist who is able to build and strengthen relationships and
partnerships between local and global organizations and their customers.
I
achieve successful results by profitably blending technical expertise with project
management experience, technical expertise and keen interpersonal skills to
build local and global relationships that work.
EDUCATION
M.S.,
Management Information Systems, Nova Southeastern University, Ft. LauderdaleFL
B.S., Business
Administration, Nova University , Ft. LauderdaleFL
Project Management Certificate, Project
Management Institute (PMI) curriculum, Boston University Management
Certificate, 2009
NICE Perform
Certified Administrator, NPR2/NPR3. Technical and Application course
training from NICE Systems, Inc., for NICE Perform; NICE Universe 8.x and
NiceLog 8.9 (Public Safety). Various
training from NICE Training Webinars.
MEMBER OF: NICE User Group (NUG), Committee Member for
NUG (2008); Call Center Professionals; Call Recording Industry Professionals;
The Project Manager Network - #1 Group for Project Managers
PROFESSIONAL
EXPERIENCE
WALT DISNEY WORLD
RESORTS / WALT DISNEY COMPANY 1999-Present
Senior IT Analyst/Business
Analyst Specialist, WDW Parks & Resorts Information
Technology
Responsible
for managing and implementing all NICE Systems (Perform, NICE Universe 8.X,
NiceLog8.9) projects for The Walt Disney Company in the US and Internationally
(France/Hong Kong). Manage and provide all deliverables to NICE teams and
internal Disney customers. Act as a pro-active and customer oriented interface
between Disney internal clients, Nice Systems and other hardware/software
vendors. Ensure internal clients, NICE
Systems, other vendors and Disney IT and client management are communicated to
regarding project status, issues, successes and escalations. Major focus requirement for all NICE Systems
related functions for Disney, including project management, order
administration, installation, internal/external client support, and various professional
services required. Ultimately accountable for on-time and high quality NICE
Perform project delivery, partnering with participating teams and vendors to
achieve success. Responsible for ongoing
support and troubleshooting of NICE system issues in Windows environment.
Perform
all activities involved with PCI and Safe Harbor Compliance for NICE for The
Walt Disney Company. Provide all PCI and
Safe Harbor deliverables and participate in formal PCI Assessment/Audit.
Knowledgeable
of ITIL philosophy and standards, and change management processes used in all
system and environment changes. Provide
24/7 support to call center sites (US and International) following ITIL
principles and company change management processes.
Responsibilities:
- Serve
as focal point of contact for NICE related functions (working with Sales,
Sales Engineering, Installation, Customer Support and Professional
Services) and various internal partners (IBM, ACS, AT&T, etc.) and
other vendors for all NICE systems in Disney.
- Manage
all NICE Systems projects from inception to completion, on time and within
budget while meeting or exceeding Disney customer expectations using
established project management methodologies.
- Set
up technical and user “kickoff” calls to ensure that all requirements
regarding site preparation, on site user training and proposed client
solution are understood and system expectations are set and managed.
- Conduct
periodic (weekly/bi-weekly/as needed) status calls and reports to client
users. Primary focus is on the NICE system project progress and
requirements to be communicated on a timely basis through the development,
implementation and utilization process.
- Responsible
for Site Readiness, per Pre-Installation Site Checklist and Installation
team. Document and maintain issues log until resolution. Complete ITP at the end of NICE system installation.
- Manage
and coordinate various teams involved with NICE Perform system
implementation and deployment; building and managing supplier, vendor and
client relationships.
- Manage
multiple, parallel projects through solution delivery using project
planning and management techniques.
- Interface
with business units and top management to communicate project status
throughout the life cycle.
- Provide
application and technical support for multiple call center site users
nationally and internationally.
Troubleshoot issues and escalate to NICE Support when necessary.
- All
activities and deliverables for PCI and Safe Harbor Compliance, inclusive
of formal PCI Assessment.
- Work
with various Disney user groups and post to NUG bulletin boards to share
and document best practices.
Business/IT Analyst, Disney
IT Support Center
Manage
Disney Point of Sales system pilot program and successful production
deployment. Critical Response Team
member, providing troubleshooting and customer support for Disney Point of
Sales systems, ABC, ESPN, ESPN Zones, etc., achieving and sustaining excellent
service standards and organizational objectives. Work closely with development and support
teams, provide escalation path and on site dispatch to resolve issues. Develop/maintain troubleshooting procedures,
technical bulletins and escalation process, knowledgebase documentation for IT Support Center
Labor
Management/Scheduling Analyst, Disney’s Animal Kingdom, Office of Labor Management
Developed
strategies to optimize labor across all businesses, per union contract, state
and federal guidelines.
Financial Systems
Analyst/Special Projects, Financial Systems/General Ledger Warehouse
Team
Provided
user support, training, software testing and audit verification for Disney
Financial Systems.
Special
Projects/Contracts, various projects at multiple locations on
WDW Property.
NOVA SOUTHEASTERN
UNIVERSITY 1988-1999
Fort
Lauderdale &
Orlando , Florida ;
Las Vegas , NV
Director, Office of
Admissions and Marketing, School of Computer & Information
Sciences (SCIS)
Marketing Manager /
Program Manager, School of Computer & Information Sciences (SCIS)
Managed
staff of 26 with annual budget of $750K-$1.5M.
Managed and facilitated the administrative, operational and technical
needs for the SCIS department.
Coordinated and scheduled faculty, contract and support personnel,
program operations and technical needs.
Developed, directed and implemented strategic and daily management and
marketing activities, coordinating hands-on marketing and business endeavors
with associated departments and vendors, exceeding all marketing goals by 10%
per quarter. Selected, scheduled,
coordinated and worked conferences, trade shows, and national symposia for marketing
activities, exceeding department goals and performed all project management
endeavors.
SOFTWARE / HARDWARE (Various
additional software/hardware not specifically listed)
Operating
Systems: Windows 95/XP; 2003/2008 Server, MS-DOS, Unix, Mac OS
Project
Management / Office Automation: MS Project, Visio, MS Office, MS Outlook
Internet/Web
Development: HTML, MS FrontPage, Netscape Communicator, Internet Explorer
Telephony/CTI:
overall knowledge, (Avaya CT Server and AES and Nortel Symposium environments)
LANs:
Ethernet,
Token Ring, 802.3/802.5/802.11, 3COM, Netware 4.x, Windows NT.
Understanding
of Voice and Data Transmission Facilities/Technology, Cable and Wiring for
facilities and infrastructures; modems/DCEs; switches.
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