John B. Hetherington, Senior Technical Advisor, Internal Revenue Service, Contact Center Support Division
John Hetherington serves as the Senior Technical Advisor to the Director, Contact Center Support Division, working on numerous strategy, policy, and technology initiatives. He has previously served as project manager for initiatives that include the rollout of Enterprise Queuing and Contact Recording across the IRS. His computer industry experience includes almost 20 years of experience in a number of roles within the IRS in areas ranging from Resources Management to Modernization & Information Technology Services, as well as work with private sector consulting firms prior to his joining the IRS. He holds a B.S. and M.S. in computer systems technology fields.