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NOYAN ILK, Ph.D.
Department of Entrepreneurship, Strategy & Information Systems
College of Business
The Florida State University
Rovetta Business Annex, Room 325
Tallahassee, Florida 32306
Phone: (979) 204-9127
Fax: (520) 621-2433
Email: noyanilk@gmail.com
Personal Website:
http://www.noyanilk.com
ACADEMIC EXPERIENCE
2014-present Assistant Professor, The Florida State University
2013-2014 Visiting Assistant Professor, The University of Arizona
2012-2013 Postdoctoral Research Associate, INSITE Big Data Analytics Research Center,
The University of Arizona
May-Aug 2010 Visiting Research Associate, City University of Hong Kong
EDUCATION
2012 Ph.D. in Management Information Systems, The University of Arizona
Minor: Systems and Industrial Engineering
Program Advisors: Dr. Paulo B. Goes and Dr. J. Leon Zhao
Thesis: Essays in E-service Management: IT Servitization under SOA and CRM
2006 M.Sc. in Management Information Systems, The Florida State University
2005 B.Sc. in Management Engineering, Istanbul Technical University, Turkey
RESEARCH INTERESTS
Business Intelligence & Data Analytics, Service-oriented Computing, Online Contact Centers
JOURNAL PUBLICATIONS
[1] Live-chat Agent Assignments to Heterogeneous E-customers under Imperfect Classification
(2011). ACM Transactions on Management Information Systems, 2(4). With Paulo B. Goes, Wei
Thoo Yue and J. Leon Zhao.
[2] Semantic Enrichment Process: An Approach to Software Component Reuse in Modernizing
Enterprise Systems (2010). Information Systems Frontiers, 13(3), 359-370. With Paulo B. Goes,
J. Leon Zhao and Paul Hofmann.
PAPERS UNDER REVIEW
[1] Are You Still There? Multitasking and Customer Satisfaction: Evidence from Contact Center
Data. Under review (revise and resubmit) at Management Science. With Mingfeng Lin and Paulo
Goes and Leon Zhao.

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WORKING PAPERS
[1] Using Data Analytics to Develop Automated Employee Hiring Algorithms. With Paulo B. Goes
and Sudha Ram.
[2] Dynamic Agent Assignments in Contact Centers: A Text Mining Approach. With Paulo B. Goes,
Moshe Dror and Gondy Leroy.
REFEREED CONFERENCE & WORKSHOP ARTICLES
[1] Goes, P., Ilk, N., & Zhao, J. L. (2012). Cross-training in Live-chat Contact Centers: Is More
Flexibility Always Better? Accepted at the SIG-BPS Pre-ICIS 2012 Workshop, Orlando, Florida,
USA, December 15, 2012.
[2] Goes, P., Ilk, N., & Zhao, J. L. (2011). On Admission Control Policy for Live-chat Service
Agents Accepted at the SIG-IQ Pre-ICIS 2011 Workshop, Shanghai, China, December 3, 2011.
[3] Ilk, N., Goes, P., & Zhao, J. L. (2010). A Framework to Support Service-oriented Architecture
Investment Decision. In the Proceedings of the 2010 International Conference on Information
Systems (ICIS10), St. Louis, MO, USA, December 12-15, 2010.
[4] Goes, P., Ilk, N., Yue, W. T., & Zhao, J. L. (2010). Live-chat Agent Assignments in Two-class E-
customer Queues under Imperfect Profiling. In the Proceedings of the 20
th
Workshop on
Information Technologies and Systems (WITS10), St. Louis, MO, USA, December 11-12, 2010.
[5] Ilk, N., Zhao J. L., & Hofmann, P. (2008). On Reuse of Source Code Components in
Modernizing Enterprise Systems. In the Proceedings of the IEEE Symposium on Advanced
Management of Information for Globalized Enterprises (AMIGE08), Tianjin, China, September
28-29, 2008.
[6] Ilk, N., & Cebi, F. (2005). Equipment Selection Utilizing a Decision Support Model: a Case
Study. In the Proceedings of the 35
th
International Conference on Computers and Industrial
Engineering (CIE05), Istanbul, Turkey, June 19-22, 2005.
OTHER PRESENTATIONS
[1] An Ontology Based Approach to Software Component Reuse in SOA Services Development
(with P. Goes, J. Leon Zhao and Shaokun Fan). Raytheon 2010 Information Systems and
Computing Symposium (ISaCTN10), Dallas, TX, USA, April 19-22, 2010.
[2] A Framework for Assessing the Value of Service-oriented Architecture Investments (with P.
Goes and J. Leon Zhao). Raytheon 2010 Information Systems and Computing Symposium
(ISaCTN10), Dallas, TX, USA, April 19-22, 2010.
[3] On Transformation of 4
th
Generation Programs towards Service-Oriented Systems: A Progress
Report (with J. Leon Zhao, presented by J. Leon Zhao). The 2
nd
North American SAP Academic
Research Conference, Palo Alto, CA, USA, August 25, 2008.
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[4] Service Based Re-engineering of Enterprise Systems (with J. Leon Zhao and Paul Hofmann).
2008 Arizona Symposium on Frontiers in Information Technology and Applications (FITA08),
Tucson, AZ, USA, February 29 March 1, 2008.
[5] Reengineering Enterprise Systems via Service-Oriented Architectures (with J. Leon Zhao). The
University of Arizona IBM Day, Tucson, AZ, USA, October 26, 2007.
TEACHING INTERESTS
Data Mining & Business Intelligence, Software Analysis & Design, Operations Management.
TEACHING EXPERIENCE
Face-to-Face Learning
The University of Arizona
Software Design and Integration (MIS 507), Graduate Level
Fall 2013 (Teaching Evaluation: 4.5 / 5.0)
Data Mining For Business Intelligence (MIS 545), Graduate Level
Spring 2014 (Teaching Evaluation: Pending)
Spring 2013 (Teaching Evaluation: 4.3 / 5.0)
Fall 2012 (Teaching Evaluation: 4.0 / 5.0)
Basic Operations Management (MIS 373), Undergraduate Level
Summer 2012 (Teaching Evaluation: 4.4 / 5.0)
Summer 2011 (Teaching Evaluation: 3.9 / 5.0)
Fall 2010 (Teaching Evaluation: 4.2 / 5.0)
Online Learning
The University of Arizona
Software Design and Integration (MIS 507), Graduate Level
Fall 2013
Data Mining For Business Intelligence (MIS 545), Graduate Level
Fall 2013
Summer 2013
PROFESSIONAL AFFILIATIONS
Association for Information Systems (AIS). Institute for Operations Research and Management
Sciences (INFORMS).
ACADEMIC SERVICE
Reviewing for Journals:
ACM Transactions on Management Information Systems 2013, 2011
Journal on Data Semantics 2013
European Journal of Information Systems 2012
Information Systems Frontiers 2009
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Reviewing for Conferences:
International Conference on Information Systems (ICIS) 2013, 2012, 2011
Americas Conference on Information Systems (AMCIS) 2011, 2010, 2009
ACM Conference on Computer Supported Cooperative Work (CSCW) 2008
IEEE International Conference on Web Services (ICWS) 2008
International Conference on Cooperative Information Systems (CoopIS) 2008
REFERENCES
Dr. Paulo B. Goes
Salter Distinguished Professor of Management and Technology
Department Head, Management Information Systems
Eller College of Management
The University of Arizona
(520) 621-2429
pgoes@email.arizona.edu

Dr. J. Leon Zhao
Chair Professor of Information Systems
Department Head, Information Systems
College of Business
City University of Hong Kong
+852 34429318
jlzhao@cityu.edu.hk
Dr. Benn Konsynski
George S. Craft Distinguished University Professor
of Information Systems & Operations Management
Goizueta Business School
Emory University
(404) 727-6698
benn.konsynski@emory.edu
Dr. Moshe Dror
Eller Professor of Management Information Systems
Eller College of Management
The University of Arizona

(520) 621-7942
mdror@eller.arizona.edu