SUMMARY:

• A dynamic and versatile technology professional with extensive experience of hands - on project management as well as the implementation of technologies aimed at achieving positive business results and operational improvements.
• Solid background of various technologies and vendor management, including, call recording ( Confidential / Confidential ), desktop support, telephony architecture, and customer interaction to consistently provide a positive user experience.
• Strong aptitude for learning new processes and technologies and apply this knowledge to improve the customer experience.
• Self-motivated and detail oriented, with strong organizational and troubleshooting skills.

TECHNICAL SKILLS:

G3R Definity * Intuity Audix * CMS * eCas * Witness * Confidential Recording * Confidential Recording * Nortel Option 81c PBX * SCCM * Meridian Mail * Switchview * ACD (MAX)* Visio * Auto CADD * MS Office * MS Project

PROFESSIONAL EXPERIENCE:

Confidential, Jacksonville, FL

Senior Analyst / Project Management Interaction Recording

Responsibilities:

• Manage the software installation process on the desktops in accordance with the Confidential platform system configuration.
• Primary contact for new client screen recording requirements, existing client enhancements and production issues as well as software deployment on call recording platforms servers.
• Managed multiple projects simultaneously utilizing Agile and Waterfall methodology in respect to the call recording environment, overseeing 4-5 different technology groups.
• Project Manager responsible for the migration of call recording from a Qfinity Call recording platform to Confidential 11.0 Platform.
• Participated in server software installation, user desktop enhancements and recording platform changes in relation to upgrading the Confidential Recording platform from 11.0 version to 15.0 version and ongoing software updates.
• Contributed in a significant role with the creation of an in-house screen only recording application, saving the company $400k.
• Acted as liaison with desktop engineering in creation of numerous screen recording configuration programs within the SCCM software distribution application.
• Created and updated using Visio, organizations recording platform infrastructure.
• Developed documentation for troubleshooting, procedural tasks, inventory of existing equipment and a database of unique client recording configuration requirements.

Confidential, Jacksonville, FL

Voice Specialist & Desktop Support

Responsibilities:

• Lead projects in respect to the telephony and hardware implementation (desktops, switches & phones) for new programs.
• Responsible for the support of onsite and offsite user desktops and phones, including software installation, hardware replacement, network connectivity and resolving any and all user issues.
• Provided customer support for new-hire phone and voicemail setup, and programming phone features as required.
• Performed all daily/weekly/monthly required maintenance on Confidential phone switches, CMS servers, and Intuity voice mail systems.
• Maintained wiring infrastructure, punch-down blocks, panels, and advanced troubleshooting of connectivity and call quality issues.
• Managed Windows 7 upgrade project in Jacksonville for onsite as well as WAH employees.
• Documented the identity many unused circuits for decommission, saving the organization $20k in yearly costs.
• Managed, coordinate and performed over 900 phone moves during a 6 week period during our separation from NGA, which included rewiring over 600 locations.
• Supported all aspects of the organization change management system (SMS).

Confidential, Jacksonville, FL

Recording Systems Analyst

Responsibilities:

• Provide technical production support for the Confidential recording platform for Citi’s global environment.
• Responsible for monitoring the organizations 450+ Confidential voice loggers for malfunctions and resolve any and all issues.
• Schedule and coordinate all hardware and software upgrades or repairs with Confidential support vendor.
• Participated in the design and execution of system enhancements.
• Maintained accurate inventory of all Confidential devices.
• Approved and review all change requests in regards to the Confidential servers that are assigned to our I.T. recording group.
• Coordinated all Confidential patch deployments and ensure system functionality.

Confidential, Jacksonville, FL

Telecommunications Senior Analyst

Responsibilities:

• Design, plan and schedule all voice system installations, upgrades, migrations and changes.
• Perform the day-to-day administrative functions on the Confidential Definity G3R switch.
• Function as the administrator of the Intuity Audix voice mail system.
• Managed the installation of the Confidential Definity G3R switch in the Jacksonville office.
• Designed and implement call routing solutions.
• Supervised all facets of building cabling and wire administration, encompassing cable requirements, space allocation, labeling, documentation, maintenance, troubleshooting and diagnostic testing.

Confidential, Reston, Virginia

Project Manager

Responsibilities:

• Managed the Transportation Security Administration’s WAN/LAN installation in the northern region of Florida airports.
• Coordinated detailed surveys of the airports’ facilities and Federal Security Director’s offices for the purpose of infrastructure design.
• Created a database with detailed information pertaining to the network infrastructures’ requirements. Interfaced with all levels of the Transportation Security Administration’s organization and provided daily status reports to the client.

Confidential, NY

Telecommunications Senior Analyst/Facilities Specialist

Responsibilities:

• Managed all aspects of voice communications at corporate headquarters and 7 regional locations.
• Researched, evaluated and made recommendations to senior management regarding new technology products and services. Interfaced extensively between users, vendors and subcontractors, ensuring projects are completed on schedule and within budget.
• Managed and planned the replacement of a Nortel Option 81c PBX with Confidential Definity G3R switch.
• Developed and implemented an on-line corporate employee directory, saving firm $60K in costs.