Jonathan Lackman, Director, Contact Center Technology
6208 NW 104th Street Residence: (816) 891-7175
Kansas City, MO 64154
Summary of Qualifications
Experienced Director with extensive experience in planning, delivering, and supporting complex technical
projects on time, within scope and budget. I have broad technical skills in voice and data networks. High
level of commitment seeking out and delivering on initiatives beyond stated responsibilities. Proven
project management of complex technical projects including offshore contact center launch, stateside
contact center launches and technology implementation. Currently Director, Contact Center Technology ,
which includes eight Contact Centers. Currently six direct reports managing thirty to thirty-five technicians.
Current Employer; ACCENT Marketing Services, Kansas City, MO; 2001 – present
Third-party outsource firm; inbound and outbound Customer Contact Centers, CRM.
Current Title; Director, Contact Center Technology
Actively involved in technology support and direction for eight fast-paced call center operations
totaling 2500 seats, one international site, and corporate offices. Provides leadership and
development to (6) IT management professionals, (32) IT technicians. Technical staff are
responsible for all center support, including voice, data, desktop, ACD, dialer, and telecom in
compliance with TIA-EIA and ITIL standards. Member of the ACCENT Security Incident
Response Team (ACSIRT) since it’s inception in 2007. Additional responsibilities for various
Project Management deliverables including new center implementation/integration and
Experienced working closely with Vice Presidents, Directors, Vendors and Clients to create
scalable, consistent solutions across multiple centers.
o Proactively conceptualized and delivered “consistency” discussions that lead to
numerous changes to ensure consistency across multiple centers in processes,
configuration, and hardware. Standard shares, server design, WDS (Windows
Deployment Services) are a few examples.
o Created standardized onboarding processes for new hires, both call center
representatives and management.
o Written numerous Standard Operating Procedure (SOP) documents related to technical
as well as operational and managerial topics.
o Created and implemented IT Site Inspection process whereby Contact Centers are
regularly inspected and graded on adherence to corporate standards, industry best
practices, and TIA/EIA standards.
o Created and managed Business Continuity and Disaster Recovery Plans, which are a
Strong manager capable of providing leadership.
o One of our first managers to use One over One and Skip Level meetings, convincing
management to use these approaches consistently to provide improved employee
management and satisfaction
o Hiring manager for all IT staff in new Contact Center launches; 12 employees over the
last three years
o Created standard interview processes including a pre-interview questionnaire, online
technical skills assessment, and hands-on technical skills assessment.
o Lead by example in driving teams toward technical improvement via certifications.
o Proposed a training and certification reward program that is currently under executive
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o Selected in 2008 for participation in ACCENT’s Leadership Development Program, which
grooms a very limited number of managers for Executive positions. This included a
complete Leadership Skills Profile conducted by Sigma.
Acted as Project Manager for extremely successful Enterprise deployment of Office 2007, which
included 750 installs and followed PMI Project Management methodologies using Microsoft
o Acquired corporate membership in Microsoft Registered Partner program to provide
training, and held educational meetings with our Project Management team to educate
regarding PM certifications, and the associated training available.
Primary onsite technical support for implementation of new 400 seat call center in summer of
2007 (Monroe, LA). Onsite 105 days, working with the Network Services Project Leader.
Primary onsite technical support for implementation of new 400 seat $4.7m call center in
2005/2006 (Hot Springs, AR). Responsible for all equipment ordering, PO procurement,
assistance with design, configuration, and interfacing with various contractors. Onsite 10 to 15
days/month during implementation.
Primary onsite technical support for Farmington flagship contact center launch in 2005.
Served as primary on-site technical support for Trinidad ramp of 300 seat call center (2004).
Created tech team documentation, policies and procedures. Integrated local IT and systems with
our corporate network. Built and deployed domain controllers, group policy, and initial Active
Directory. Assisted in the interview and selection process for technical administrators.
Demonstrated flexibility and commitment by overstaying planned visit by four weeks. Displayed
professionalism and responsibility under difficult conditions, interfacing successfully with diverse
cultures and nationalities to reach common goals and deliverables. Managed equipment delivery,
network infrastructure deployment, Aspect ACD, Veraz voice compression equipment, and
Witness recording equipment installs.
Support offshore Jamaica contact center where we have integrated a local existing network with
our corporate network, both voice and data.
Strategic, creative, critical thinker with ability to provide successful, workable solutions in
extremely challenging implementation situations where we turn a building shell into a working
o Primary onsite representation to identify and build critical local vendor relationships
o Partner with general contractor to ensure corporate deadlines and goals are met
o Physically install, set up, and initialize critical infrastructure with support from vendors and
internal IT support teams
Work closely with corporate application development to ensure that operational needs are met
while following formal SDLC and QA processes, and minimize local ad-hoc development.
Excellent communication, organizational, and management skills resulting in top ranking
performance reviews and numerous company awards.
Sanford Brown, Kansas City, MO 1999 – 2001
Associates Degree-Network Administration
Graduated Summa Cum Laude, Valedictorian, 4.0 GPA
Worked full-time during most of this schooling
MCTS: Microsoft Office Project 2007 Obtained Certification 12/2008
MCTS 2008 (Three MCTS Certifications) Obtained Certifications in 2008
MCSE 2003 and MCSA 2003 Obtained Certifications in 2001-2007
SER Enterprise Dialer Training Obtained Certifications in 2005
Genuine Leadership (ACCENT internal training) Completed in 2004
Managing the Aspect Call Center Obtained Certifications in 2001
Call Control Table Design (Aspect) Obtained Certifications in 2001
CompTIA A+ Obtained Certifications in 2000
Currently preparing for ITIL Foundations, with anticipated test scheduling Q1 2009
I am an extremely performance driven, motivated self-starter and have enjoyed multiple awards and
recognition due to these characteristics. My annual performance reviews identify and support the
following characteristics; I adapt well to change, I focus on the customer, and I am a team player. I work
well with teams who are culturally, geographically, operationally and otherwise diverse on complex
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projects. I am committed to succeed, always going the extra mile as evidenced by extended stays on
implementation projects, and am driven to succeed and perform to a high level of excellence, and build
these expectations in my team. I am known for my problem solving and ability to visualize, demonstrate
and implement quality solutions to complex problems. I have well developed communication skills both
orally and written. I know how to follow up and do not require micro management. I can self manage and
stay focused during extended deployments on remote projects.
2008 ACCENT Quarterly Genuine Leadership Award and Bonus
2006 ACCENT Spot Bonus
2005 ACCENT Implementation Recognition and Bonus
2004 ACCENT Quarterly Genuine Leadership Award and Bonus
2004 ACCENT Commitment to Excellence Award and Bonus
2002 ACCENT “Hit One Out of the Park”, for work on offshore call center implementation
2002 ACCENT Executive Award and Bonus
2002 ACCENT Call Center of Excellence
Environment: Windows XP, 2003 Server, 2008 Server, Office 2003, Office 2007, Front Page, Microsoft
Remote Assistance, Windows Deployment Services, Command Line, Active Directory, Group Policy, Veritas
Backup Exec., Symantec, Aspect ACD, SER Enterprise Dialer, Microsoft Project 2007, HP and Dell Server
Hardware, Desktop hardware, WSUS (Windows Software Update Services)
Familiar With: HTML, Exchange, SharePoint, Project Server, Norstar Key Systems, Brivo Access
Control, ITIL, TIA/EIA standards, Witness, NICE, VBscript.
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