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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.

 

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.


IT Leadership and Digital Impact - Iota Phi Theta Fraternity Inc.

I am a member of Iota Phi Theta Fraternity, Inc. F24. volunteering in the IT department, advancing scholarship, leadership, citizenship, fidelity, brotherhood through technology-driven service.  After joining the chapter, I was tasked with building the chapter website and maintaining digital communication tools. I built a community service application tracks brother participation through photo metadata collected at arrival and departure events, supporting accurate service records. Graphic design duties cover nearly ninety percent of social media content, shaping visual identity and engagement across platforms. Technical work supports operational efficiency, strengthens accountability, and improves member engagement. Service aligns technology with fraternity mission and community impact through consistent digital systems and creative media leadership daily operational excellence focus.r. 

Director of Audio and Video - West Irving Church of God in Christ


As an ordained Elder at West Irving Church of God in Christ, I serve as Director of Audio and Video, a role that supports the ministry's mission of sharing the Word of God both inside and beyond the church walls. Every service depends on reliable audio, video, and streaming systems to ensure worship, teaching, and outreach reach those in attendance and those watching remotely.

This position requires a high level of commitment, often arriving before services begin and remaining after they conclude to ensure all systems operate properly. My responsibilities include purchasing and managing all audio and video equipment, developing the annual technology budget, training new volunteers, and resolving technical issues. I work closely with the church's CIT team on network-related concerns, research equipment before purchase decisions, and oversee the complete lifecycle of hardware and software. Through technology, I help create an environment where ministry remains the focus and the message of Christ is communicated clearly and effectively.

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.

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