Ed Kratzer
Director at ADP
- Role
- Director - Global Network Services at ADP
- Location
- Wayne, NJ, US
- LinkedIn followers
- 500 followers
About Ed Kratzer
Technically-savvy and forward-thinking telecommunications professional with more than 20…
Experience
Director - Global Network Services
Dec 1999 — Present
AUTOMATIC DATA PROCESSING – PresentDirector, Global Network Services (2010 – Present)• Lead operations for core voice and contact center systems including PBX\'s, video conferencing, call routing, call center support, IVR, CTI, and chatbot/chat environments.• Direct more than 40 professionals on a global team located in the U.S, Canada, India and Philippines.• Provide crucial support for voice strategic initiatives to ensure proper deployment and maximum uptime. • Monitor critical systems (Avaya, Genesys, Calabrio) to alleviate potential problems by ensuring implementation of latest service packs and hot fixes.• Sustain highly available voice network environment.• Analyze systems capacity on enterprise level. • Establish development plans for team members required to maintain existing skills and enable new skills. Manager, Voice Engineering Operations (2006 – 2010)• Managed Voice Operations organization; maximizing resource use, selecting staff, overseeing performance, administering salary and conducting career planning.• Headed efforts to ensure delivery of all project plans; maintaining standard telephony maintenance procedures.Network Project Manager – 2006)• Oversaw highly complex, advanced network projects; improving services and reducing costs. • Implemented and managed network-based, advanced intelligence features for ensuring efficient toll-free service. • Engineered and implemented companywide voice network services.Network Consultant – Played a key role on project team for replacing current voice network carrier. • Coordinated and managed vendors to provide solutions for business needs and applications.AT & T, Morristown, NJ 1996 - Union Camp Corporation, Wayne, NJ 19••••96 PaineWebber Inc, Weehawken, NJ 19••••90Intecom Inc, Rutherford, NJ 19••••88
Education
New Jersey Institute of Technology
BS
Skills
- Enterprise Software
- Security
- Call Centers
- Project Management
- Disaster Recovery
- Management
- Cross-Functional Team Leadership
- Telecommunications
- Vendor Management
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