Ken Sarna

About Ken Sarna

My role has evolved from application support to more closely align with my title of Project Lead. As such I am tasked with searching out and implementing cost effective alternatives for out-dated systems with an eye on cloud migration from traditionally supported hardware etc. In this role I utilize my knowledge of infrastructure and third party applications used in managing a call center environment consisting of hundreds of agents both in house and working from home. I also remain point of contact for some unique and critical distribution center functions such as a complex consolidation system, workforce management and remote monogramming operation. I am expected to provide a comfortable, accessible, interface between the in-house customer in its dealings with IT, our outsource providers and most importantly new technical partners. I have been nominated and recognized multiple times for service dedication. Specialties: Facilitating total communication from Project Management team to infra, internal and external partners. Probing for issues, finding and providing resolution. Wide range experience of third party system support and integrated business functions, especially those call center related but also distinct warehouse functions and long history of all things end user related. Project coordination and vendor relationships, new systems integrations, maintenance and upgrades particularly those that are MS Windows based. Prior experience in Image creation, disaster recovery, fast call center setup, equipment renewal\\planning, supporting very large numbers of users in multiple capacities

Experience

1. Senior Analyst - Oms and Call Center for Neiman Marcus

   Neiman Marcus Direct

   Jan 2019 — Present

   Guiding call center and distribution center application and infrastructure into newer technologies. Liaison between Project Manager, IT Team and business steak holders with focus on explanation and communication and solutions.

Education

• Two years community college

  English