SUMMARY

• I has over 22 years of strong results experience who thrives on learning, testing and implementing new technologies. A sincere passion for excellence and getting the job done right the first time.
• I thrive in a fast paced environment and am able to translate Business Requirements into IT requirements and vice versa. I has worked in many different and various industries for both fortune 100 and 500 companies ranging from as little as 20+ employee's to over 25,000 employee's. Industries I've worked in include
• Mortgage, Credit Card, Banking, Financial, Cellular, Insurance, Retirement Planning, and Home Improvement.

TECHNICAL SKILLS

ACD/PBX/Voicemail: Avaya Definity G2 - G3R R15, S8xxx, Avaya OA 4 - 7.2, Avaya CMS R3V4 - R16 (SUN, Solaris), Avaya Intuity Audix, Octel Voice Mail, Cisco ICM 4.2 - 7.2, Avaya Vectoring, Avaya EAS, adjunct troubleshooting, configuring, CTI Log.

Call Routing Solutions: Cisco ICM, Genesys, Avaya IC, Avaya Breeze/Oceana.

WFM/WFO: NICE.

IVR NUANCE speech IVR, Nuance (NSA)

Outbound Dialer: NNH (Nuance Notification Hub)

Windows/Applications: Windows - Windows 7, Microsoft Outlook & All Microsoft Office products, Visio, Hummingbird, Snag-IT, VPN, Share Point, Terminal Emulator, Putty, NOTEPAD, Live Meeting, Lync, Archimate, Password Safe, eTime, Workday.

Reporting platforms: SQL, SQL Server Management Studio, NAR, Avaya Operational Analyst (OA), Cisco ICM, Genesys, Avaya CMS Customized reporting and calculations, Enterprise Reporting and Crystal Reports.

Cisco ICM Scripting, Configuration, Routing Design, Installation, Call Routing Troubleshooting, CTI KVP validation in call logs, Call Tracing, SQL Database Schema, Queries, Reports, Automation of tasks/configurations.

Programming Languages: Visual Basic, SQL, Unix/Cron Jobs.

PROFESSIONAL EXPERIENCE:

Confidential

Software Engineer

Responsibilities:

• Complete documentation and procedures for installation, setup, configurations and ongoing maintenance.
• Identify, analyze, and provide recommendations and solutions for engineering initiatives, and organize and conduct working groups with the right participants to address any given initiative.
• Demonstrate detailed working knowledge of telephony, middle-ware, web technologies, and infrastructure enabling applications.
• Communicate regularly and TEMPeffectively with other team members, business customers and vendors.
• Solve complex, cross-functional issues dat cross many groups.
• Demonstrate strong problem-solving, communication, and interpersonal skills.
• Provide leadership and consulting for software engineering efforts including the definition of standards for design and coding.
• Designed/Engineered multiple call flow re-designs in support of various business entities. Streamlining call flows, reducing ASA and increasing agent productivity.
• Self-Taught Nuance Speech Attendant (NSA) programming as well as competed in the 2016 Avaya Breeze hackathon and won.

Sr. TEMPPrincipal Consultant/Manager

Confidential

Responsibilities:

• Manage 20 personnel responsible for monitoring, troubleshooting, documenting, changes, new infrastructure design. Troubleshoot agent desktop applications including One-X, Connect, and CMS CentreVu Supervisor.
• Ensure application availability throughout the Enterprise and system up-time by pro-actively monitoring Voice applications utilizing Cyara. Coach/Mentor Jr. staff, interview/hiring, solution design, updating troubleshooting documentation and processes/procedures.
• Automation of daily tasks and Ready For Business (RFB) checks. This is a new support group start-up and we are hitting the ground running at ground zero and building our team and talent.

Confidential

Responsibilities:

• Technical Lead - Direct work for 15-25 personnel creating call flows and ADD documents, from Avaya and formatting them for use in the Cisco ICM. Reviewing all Avaya configurations, prompts, announcements to ensure they adhere to Corporate Standards.
• Work with Confidential Standards department to identify the standards to be used in messaging, call flow, prompts, etc…
• Schedule work, meet with business groups, review call flows, update call flow documentation to align with Standards and business requirements. QA call flows prior to submittal to Confidential and make any updates as needed.
• Coaching, mentoring, training junior staff on call flow development. Work with development team to ensure understanding of call flows and translations.
• Meet with Confidential and other Vendor’s, project team members to go over status (daily), outstanding issues (if any), next steps to ensure timely completion of deliverables.
• Attend Flash-Cuts moving their Telephony Call Center from Avaya to Cisco ICM/UC environment. Texas Flash-cut went without incident and the only changes were changes requested by the business after the cut-over.

Confidential

Technical Analyst

Responsibilities:

• Create BRD (Business Requirements documents), TRD (Technical Requirements Documents).
• Creation of Test Plans in Quality Center to track all aspects of the proposed project.
• Analyze system designs, capacities, network/telecom infrastructure (Avaya, Siebel, Sterling, and Citrix) to ensure capacity requirements.
• Meet with and ensure dat all aspects of the Businesses requirements are addressed and obtainable.
• Identify and track all defects found using Quality Center.
• Create/Update network and telecom infrastructure documentation and processes.

Confidential

QA Analyst

Responsibilities:

• Review and Approve FSD (Functional Specification documents), BRR (Business Requirements documents), PID (Production Implementation Documents)
• Creation of Test Plans in Quality Center to track all aspects of the proposed project.
• Review Genesys configurations using CME.
• Make test calls and validate CTI logs based on call data in Genesys and ensure KVP (Key Value Pair) info is correct based on the call type and call center location.
• Identify and track all defects found using Quality Center.

Confidential, San Antonio, TX

Sftwr/Systems Engineer

Responsibilities:

• Include Cisco ICM, CIM (Multi-Media integration with call routing to agents), Application Gateways, Web-Service calls from ICM, CMS, OA, assisting in any CTI issues which may arise. I took the initiative to bring myself up to speed on a current project when a team member left and managed to keep it on time.
• Flawlessly consolidated 11 Avaya EU3500 CMS server’s including 2 International into (7) V890’s and upgraded CMS version to V13. Designed 88 CMS Custom Report’s to handle all of the reporting requirements at Confidential ; this was tan rolled out to all 4 consolidated CMS servers. Administer, Maintain, and Upgrade the Avaya Operational Platform. Assisted the IEX team with multiple platforms, software upgrades, and testing.
• Upgrade OA from v6.1.3 to v7.0 and ultimately to v7.1 over the course of 3 weekends without impact to the business or it’s reporting. Setup automated system monitoring of all CMS servers to page the on-call for any issue which could affect our systems performance or reliability.
• When I started at Confidential, their were issues with system availability, reliability & stability with their CMS platform. Here are the results I achieved during my time with Confidential .