Let's connect with Joseph Coogan of Wayne Metropolitan County Community Action Agency. Please leave your comments and questions for Joseph below. If you are interested in being featured in a member spotlight please email customerreference@8x8.com.
Tell us about your job.
As the Assistant IT Director at Wayne Metropolitan County Community Action Agency, I am incredibly grateful for the opportunity to support this impactful nonprofit organization. Alongside my dedicated team, we handle the ordering, installation, and maintenance of IT equipment across our 60 locations. However, my primary responsibility lies in managing the 8x8 phone system and contact center. I handle all aspects of 8x8 Contact Center programming, including call trees, ensuring smooth and efficient communication for our organization. Our contact center serves as the point of entry for our services, where clients fill out a universal application, and based on their needs, different departments reach out to them. This responsibility requires close collaboration with every department, ensuring effective communication and prompt assistance.
Growing up did you know technology would be your career choice?
When I was younger, technology wasn't as prevalent as it is today. I was always good with computers, and I would fix my dad's computers and it came easy. But it wasn't until I reached the age of 30 that I truly started delving into the field. Prior to that, I had worked in construction, but I knew I didn't want to pursue it as a long-term career. It was a turning point when my wife became pregnant with twins, and I realized the need to fast-track my education. I enrolled in school and embarked on a journey that has now spanned 16 years in IT. One aspect I particularly enjoy is networking and the opportunity to assist others. It's gratifying to be able to provide help and support through technology.
How did you get your first IT job?
My first IT job came about through an opportunity at Ford. At the time, I had zero qualifications, but a friend of mine who worked there told me they needed extra help and encouraged me to join. He assured me that if I faced any challenges, I could reach out to him for guidance. I eagerly took the opportunity, went in, and learned on the job, taking diligent notes and teaching myself the basics as I went along. This experience helped me gain confidence and a foundation in IT. However, when I tried to apply for other IT jobs, I quickly realized that formal education was required. So, I took a break to pursue schooling. I enrolled in a community college in the area and joined the Cisco Networking Academy, where I studied network administration. This educational background opened up a whole new world of opportunities for me in the IT field.
What came next?
I worked for Google for about a year and half, and ever since 2014, I've been in the nonprofit sector working at various nonprofits.
What advice would you give someone pursuing a career in technology?
Make sure this is what you want to do. You have to be willing to help people.
What were communications like at Wayne Metropolitan County Communication Action Agency like prior to 8x8?
Our journey to 8x8 began when we realized that our Mitel phone system had several limitations and lacked the desired functionality. It required cumbersome steps to enable specific features. The entire organization relied on the call center, but the system was widely disliked. Recognizing the need for a new and improved call center solution, we made the decision to replace our entire communications system.
What tipped the scales in favor of 8x8?
During the selection process, 8x8 stood out as the clear choice. Its phone integration capabilities aligned seamlessly with our existing physical phones. Moreover, the decisive factor that tipped the scales in favor of 8x8 was its robust contact center functionality. This feature offered a comprehensive solution to meet our organization's communication needs. Making the switch to 8x8 presented an opportunity to address our challenges and provide a better experience for everyone involved.
Do you have a favorite 8x8 feature?
One aspect of 8x8 that I truly enjoy is the flexibility it offers through the desktop app. It has proven to be incredibly convenient, particularly when I need to step away from my desk or leave the building. With the ability to seamlessly switch to the mobile app on my phone, I can stay connected and continue my work without interruption. This feature has greatly enhanced my productivity and ensures that I can always be reached, regardless of my location.
On a personal note, what are your hobbies?
I like to make arcade cabinets, and I still play hockey. I also coach my 12 year old daughter's hockey team. I'm a girl dad to identical twins (17), and a 12 year old.
Would you recommend 8x8 and why?
Yes, I would. At the time we were at 800 staff members and the implementation was great. You know, the implementation team that helped us get switched over was fantastic. Everything was seamless.