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meet me

Hello, I'm Kenneth Weatherspoon, a technology leader with more than 20 years of experience in workforce management, contact center operations, IT infrastructure, and technical support. I currently serve as a Workforce Management Analyst at McKesson, where I specialize in workforce optimization, forecasting, analytics, automation, and operational excellence. Throughout my career, I have led technical teams, improved service performance, and implemented solutions using platforms such as Verint, Avaya, Power BI, and Workday.


I hold a Bachelor of Science in Information Technology with a Cybersecurity focus and a Master of Science in Information Systems. My passion extends beyond the workplace into AI development, home automation, cybersecurity, and enterprise technology. I enjoy building innovative solutions, including my personal AI assistant, Khai, and managing advanced smart home systems.


Outside of technology, I value faith, family, community, fraternity service, and spending time with my sons, grandson Mason, and my dogs, Kennedy and Tyson.

Technologically Adept

Being technologically adept is more than understanding technology. It is having the curiosity to learn, the discipline to master new skills, and the vision to see how technology can solve real-world problems.


I am naturally drawn to understanding how systems work and how they can work better. I enjoy building, troubleshooting, and improving everything from enterprise workforce platforms to AI models and smart home ecosystems. My home lab serves as a testing ground where I explore virtualization, automation, cybersecurity, artificial intelligence, and emerging technologies.


One of my favorite projects is Khai, my personal AI assistant, which I continue to train and integrate with my Home Assistant environment. For me, technology is both a profession and a hobby. I enjoy turning ideas into working solutions, solving difficult challenges, and staying ahead of the next wave of innovation.


The common thread throughout my journey is simple: I love using technology to create, improve, and inspire.

 
West Irving COGIC Media Team

Director Of Audio / Video

As Director of Audio and Video, I lead a team of dedicated volunteers responsible for live production, streaming, audio engineering, camera operations, and technical support. Our mission is to extend the Word of God beyond the church walls through excellence in ministry and technology.

Iota Phi Theta AMΩ

Iota Phi Theta Fraternity, Inc.

Active member of the Alpha Mu Omega Chapter, committed to leadership, brotherhood, community service, mentorship, and professional development while supporting initiatives that positively impact the Dallas–Fort Worth community. I also contributed to the IT/Social Media team, helping design and host the chapter website and developing a community service tracker app to enhance engagement and reporting.

work experience

Directed workforce operations for 3 business units, increasing staffing accuracy by 20% and reducing over/understaffing incidents by 35%, aligning resources with demand trends.

Served as Verint WFM SME, launching auto-assign and shrinkage modeling, boosting agent adherence by 15% and optimizing shift coverage.

Developed automated time-off and VTO workflows, decreasing manual workload by 30% and improving request turnaround times by 40%.

Enabled 98% SLA compliance by executing real-time schedule changes using live KPI dashboards (AHT, ASA, Adherence, Occupancy).

Delivered training for WFM team and supervisors, increasing system proficiency and reporting self-sufficiency by 30%.

Co-created new long-range capacity planning models with Ops & IT, reducing idle time by 10% and improving resource alignment during peak periods.

Led daily operations of a 20-agent contact center specializing in billing and Tier 1 tech support, consistently exceeding service benchmarks.

Leveraged Verint360 and Avaya CMS to improve call analysis and QA audits, increasing CSAT by 22% and reducing handling variability.

Enhanced workforce accuracy by 18% through improved forecasting and shift planning tied to call volume trends.

Collaborated with IT to resolve IVR and routing errors, reducing abandonment and downtime, and improving call flow continuity.

Coached agents on complex issue resolution and escalation handling, improving FCR by 20% and reducing Tier 2 escalations.

Implemented dynamic QA dashboards and scorecards, enabling faster agent feedback cycles and more targeted coaching.


Delivered Tier 2/3 technical support for server, desktop, and Active Directory infrastructure, maintaining 99.9% uptime across all systems.

Managed Dell R910 server environments, including patching, backup/recovery, and endpoint protection.

Reduced network-related downtime by 35% through proactive router configuration and cross-site connectivity fixes.

Authored technical documentation and trained help desk teams, decreasing repeat tickets by 28% and improving resolution time.

Worked with WFM and Ops teams to automate provisioning and scheduling access for new hires, streamlining agent ramp-up.


Provided strategic leadership and technical direction for enterprise scale audio and video operations, ensuring alignment with organizational objectives and high quality delivery for services and large scale events. 

Led, recruited, trained, and developed cross functional volunteer teams; assigned responsibilities and established operating standards to maintain consistent performance and reliability. 

Owned budget planning and financial stewardship, evaluating equipment investments, managing vendor relationships, and optimizing resource allocation to balance cost, quality, and scalability. 

Drove continuous improvement and innovation by researching emerging technologies, recommending upgrades, and managing full equipment lifecycle (deployment, replacement, and recycling). 

Served as primary technical authority, proactively troubleshooting complex issues, guiding teams through escalations, and advising senior leadership on technology strategy and operational risk.


EMPLOYABILITY SKILLS

Innovation

I introduce new models, dashboards, and automated processes that reduce manual workload and elevate performance.

Self & Social Awareness

I lead with emotional intelligence, coach teams effectively, and foster a culture of accountability and growth.

Productivity

I excel at planning, forecasting, and optimizing resources to ensure the right people are in the right place at the right time.

Agility

I adapt quickly to shifting business needs, emerging technologies, and evolving customer expectations.

Relationship Building

I build strong partnerships across IT, Operations, HR, and leadership teams to drive unified, organization‑wide success.

Initiative

I proactively identify operational gaps, implement new processes, and drive improvements that enhance efficiency and service quality..

Problem Solving

I use data, analytics, and technical expertise to diagnose issues, streamline workflows, and create scalable solutions.

Communication

I communicate clearly with executives, frontline teams, and cross‑functional partners to align goals and ensure seamless execution

Technology

I leverage tools such as Verint, Avaya CMS, Workday, Power BI, and automation workflows to modernize operations and improve decision‑making.

Results Driven

I consistently deliver measurable outcomes - improving SLA compliance, reducing downtime, and increasing workforce accuracy.

endorsement 

Ken has been instrumental in assisting with the transition of CXO (CDx) to the 5 Nine switch and the New Cloud Version of Verint.  A huge undertaking in addition to his daily required responsibilities.

Ken has the technical understanding to test, recognize shortcomings and make recommendation to the transition team to insure a complete successful migration to the new version of 5 Nine and Verint.   His ability to read, test, import data and find the successful resolution for a successful transition is monumental in the McKesson AIM 28 initiative.  All the while completing his daily tasks as a Realtime Workforce Coordinator for CXO.

CXO (CDx) had a successful rollout of the new 5 Nine switch and the initial groups that transitioned to the new platforms.  Due to his involvement and success we are preparing to move the Remainder of CXO in May.

-rickie seely

Mckesson - Supervisor

Jan 16 - April 15 2026

endorsement 

Ken Weatherspoon exemplified accountability, collaboration, and excellence while leading the business-side workstream for the Verint On-Cloud migration, part of Contact Center Modernization project. Verint WFM completeness and accuracy is highly visible, with critical stakes for CXO's operations and reputation. Ken hit this out of the park! He applied deep WFM expertise, Verint configuration knowledge, and strong technical acumen to ensure accurate and timely migration of forecasting, scheduling, activities, time pools, campaigns, and skills. Ken partnered closely with Telephony, EXL, and PMs, supported testing, and coached peers—driving a confident, high‑quality transition.

As some of you know, Ken has been very intentional about educating himself, having recently earned his Degree in Computer Science, and is currently working toward his Master's. He applies his knowledge, discipline, and critical thinking skills to the job here at McKesson. Ken has been instrumental in tackling several challenging and impactful Verint configuration changes, such as VTO and Flexible Scheduling. So, it was a no-brainer to have Ken take the lead on this workstream. Ken stepped right into the role, learning VERY QUICKLY what was needed, what was at stake, and the pacing. He collaborated extremely well with our partners at EXL, and the project and program managers. He completed all of his personal tasks on-time or ahead of schedule, under intense pressure. He kept his partners and stakeholders informed, questioned and escalated when necessary and celebrated all the small and big wins. You would think that Ken has led a hundred of these types of project streams for McKesson!

Against all odds, we delivered the 2.1 wave of the CCM project on time, and with minimal disruption or error. The Verint WFM stream was nearly flawless. Where there were loose ends, Ken identified them right away and with the support of the awesome WFM team was able to mitigate before the close of Day One. Ken trained and supported his peers, ensuring all had what they need now and in the very near future when 2.2 goes live. THANK YOU KEN!!

-chris roche

mckesson - manager

Jan 16 - April 15 2026

endorsement 

Ken is being recognized for his exceptional contributions to customer service within his group over the past quarter. Ken's dedication and proactive approach have significantly enhanced our operational efficiency.


In addition to his assigned duties, Ken went above and beyond by proactively addressing critical issues related to auto processing and the generation and publishing of schedule calendars for various campaigns. His hands-on involvement showcased not only his commitment to the team but also his exceptional problem-solving skills."


"Ken has consistently demonstrated an extraordinary commitment to customer service by actively seeking ways to streamline processes. During challenging times with our Verint system, Ken exhibited remarkable dedication to problem-solving. Instead of addressing only surface-level issues, he delved deep to identify root causes and generously shared his findings with the team. Ken's ability to navigate through challenges and ensure Verint runs seamlessly has been pivotal in maintaining the efficiency of our operations.


What sets Ken apart is his innovative mindset and continuous quest for improved methods to simplify workforce duties. His ability to think outside the box and explore creative solutions contributes significantly to creating a more streamlined and effective operational environment.


Specifically, Ken played a crucial role in resolving issues related to shifts, work patterns, auto processing of time off, and troubleshooting the schedule engine. His willingness to share insights not only resolved immediate issues but also fostered a collaborative and knowledge-sharing culture within the group. Ken's actions extend beyond individual success; they contribute to the overall success of the team."


One notable achievement was Ken's resolution of schedule engine issues, saving hours of time in getting future scheduling periods published. Additionally, his resolution of challenges related to employee time-off requests streamlined processes, reducing workload for coordinators, and alleviated frustration for employees unable to submit requests.

-cindy brooks-smart

Mckesson - business support

nov 1 - Jan 15 2024

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