SUMMARY:

• Analyzed and deployed strategic solutions involving multiple applications including:
• The integration and deployment of Genesys applications Versions 5.0 - 8.5
• The integration and deployment Genesys 8.1application suite for Linux Red Hat
• The Customer Relationship Management and Multi-Media(I-Suite) Network product evaluation for a major beverage distributor
• Trained and mentored consultants on Genesys Framework and Routing Solutions
• Wrote solution documents describing customer requirements and the associated technical solutions
• Designed and implemented multiple site Call Centers (11) for a major Midwestern bottling distributor
• Designed technical architecture (infrastructure) of multiple site Call Centers (i.e.-TI, DS circuits dedicated LAN/Wan circuits via LD carriers)

PROFESSIONAL EXPERIENCE:

Confidential, Chantilly, Va

Genesys System Administrator

• Makes modifications to system configuration based on business and other factors, Plan, direct, coordinate and communicate activities related to deployment of new contact center technologies. Coordinate and communicate all plans for system maintenance and changes Perform triage and initial troubleshooting of system and network issues and work with appropriate technical and management teams, as appropriate, to resolve technology issues monitor contact center technology including systems and network traffic for AFS Client Call/Contact Centers on a Genesys 8.1-8.5 platform. Ensure that client contact traffic across all channels flows evenly, identify issues with traffic flow and volumes and make appropriate adjustments to ensure minimal disruptions of service, developed reports, perform root cause analysis for system outages; suggest improvements to ensure system up-time. Review and analyze reports to identify issues and trends with the network systems; provide feedback to management working with the following applications, Interactive Insights (GI2),Genesys Administrator, VHT, CCPulse, Advisor, WFM.

Genesys CTI Consultant

Confidential, Charlotte, NC

• Responsible for developing an understanding the Genesys applications suites from the implementation to configuration standpoint and testing on the present Windows and Linux Operating Systems servers also upgrading of all previous versions 7.6 applications to the current 8.1.X version migration of various phases from non-standard to standard operating environments i.e. Windows server to Linux Servers throughout the Development and Production enterprise.

Confidential, Alpharetta, Ga

Senior Systems Administrator

• Overall responsibility as a CTL (Client Technical Lead) for systems availability, capacity planning and management, system performance, configuration, software and hardware for Genesys contact center based applications. Gathers, analyzes, and translates business requirements, technology trends, and current system constraints into overall system and technology requirements. Designs and develops systems, network, and automation architecture. Responsible for planning the implementation of new technologies and technology upgrades and consults with application development groups on strategies and architectures. Lead efforts for technology product and standard selections and implements technology decisions. Oversees user admin (adds, changes, deletes, back-ups, file restores) in one or more operating environments. May work with the client organizations to analyze technical problems and recommend solutions. Provides support to Genesys based hosted contact center clients provides technical leadership to team members UNSING Genesys applications from CME, to reporting apps(GI2), CCPulse,SIP,IRD

Confidential, GA

Call Center Systems Engineer- Contractor

• Principle responsibilities provide engineering design support, configuration, testing, optimization, and implementation production turnover of infrastructure Call Center applications of Aspect Unified IP software version 6.6, Toll-Free Transport services, Call Scripting, IVR Call Flows and Real Time Reporting. In addition Identify and resolve a variety of production problems associated with call center and VoIP services. Accurately document instances of software or hardware failure, repair, installation, and removal, and other work requests. Assist in developing, implementing, and maintaining policies, procedures, and training plans for call center system's appropriate use.

Confidential, Atlanta, GA

Senior Systems Advisor

• My duties and responsibilities consist of working with a support team that was responsible for the day to day maintenance of Genesys/Avaya CTI and Edify IVR environment for Multiple call centers through out the country. That includes trouble shooting of existing CTI issues between the threeVendor platforms (Genesys, Avaya, Edify) making recommendations on how to enhance their current environment and the Telecommunications infrastructure that range between Genesys/Avaya CTI and Edify IVR’s . The environment consist of VRU’s on the front end of the call routing structure with an Ayaya PBX V11.1 Genesys CTI platform Framework, Routing, Reporting versions 7.2-7.5 Introduction to Genesys SIP/RTP server technology V7.5 .
• My primary responsibilities initially were to ensure the day to day operations of the Genesys CTI platform and its integration points to the Edify IVR and Avaya PBX for the HMC business unit that included the testing of proposed projects from inbound call routing to outbound campaigns, real time reporting creation of workspaces/Templates via (ccpulse). Later I worked in the role of tech support for the Columbus, GA, Fon Du Lac WI, Mason OH locations for Genesys call routing issues trouble shooting and new project Implementations and documentation for the various business units that included but were not limited to Creation, Testing and Documentation of projects technical aspects.

Confidential, Atlanta, GA

Senior Consultant

• My duties and responsibilities consisted of the day to day monitoring in a Project Lead role for the clients current Genesys/Avaya CTI environment for three call centers that included trouble shooting of existing CTI issues between the three locations and making recommendations on how to enhance their current environment and the Telecommunications infrastructure that ranges from the PBX to wireless devices and servers. The environment consist of VRU’s on the front end of the call routing structure with an Ayaya PBX V9.5 with the link to the Genesys CTI platform where Genesys Framework 6.1, Reporting CCAnalyzer V6.1, CCPulse V6.1, and WFM V6.1 were all utilized to include the day to day operations that would include all MAC’s of the ETalk voice recording system version 4.1.
• My Responsibilities’ included and were not limited to trouble shooting all CTI related issue from call routing to agent desktop related issues that ranged from screen pop’s to agent soft phone issues. My department was also responsible for all documentation of new projects that the business units requested These implementations, consisted of documenting (via Visio) testing of proposed project requirements and UAT detailed out based on the day to day call scenarios for various particular business unit.

Confidential, Indianapolis, IN

Senior Consultant-Contractor\

• Working as part of a consulting team to implement Genesys 6.1 Framework, ICS suite and reporting suite for Anthem Confidential .
• My responsibilities were in the roles of a Project Lead which included organizing, designing and implementing multiple call centers that would link the company’s members and providers from Indiana to Maine.
• The three call centers were being supported by Conversant VRU’s for front end data collection, network routing via Confidential and three Lucent G3 V9-11 PBX’s, Genesys Middleware V6.5 for skills based call routing and screen pops.

Confidential, VA

Senior Consultant-Contractor

• Worked as part of a consulting team to implement Genesys 6.1 Framework and Reporting suite for the United States Department of Immigration and Naturalization Service. The team’s responsibilities included designing multi-site Call Centers and two Data Centers with full redundant capabilities that will streamline the processing of multiple services offered by the INS. The tasks included assisting with Telephony Network Interface from MCI WorldCom network routing to Lucent G3 V8.0 integration with Genesys Framework reporting voice treatment servers and Siebel CRM V6.0.1.
• Technical lead for 250 seat contract center implementation as part of an initiative to provide “World Class” customer service to consumer loan and credit card customers. Project involved implementation of Genesys 5.1 Framework, Interaction Router, Voice Treatment Option, CC Analyzer, CC Pulse, and Call Concentrator. Integration points included existing Edify IVR applications, Siebel Finance 99.5, Lucent G3 PBX and a custom CC Analyzer interface to TCS workforce management tool. Load testing Genesys Framework simulating volumes of 30,000 calls/hour as well as integration of load testing of Siebel/Genesys desktop interface simulating volumes of 15,000 calls/hour. I was also involved with the strategy, design and planning for initial phase of Internet Suite implementation

Confidential, IL

Senior Consultant

• Technical lead for 11 site call center implementation as part of a strategic initiative to move to a pre-sell environment. Our team was involved with the project from CRM, CTI, and switch vendor evaluation through implementation. Our team managed and implemented the Genesys 6.1 Framework, CC Analyzer and CC Pulse. This included the management, design and verification of the Avaya Prologix rollout and Peoplesoft 8 CRM integration.

Confidential, CA

Consulting Engineer

• My responsibilities were to ensure that the clients Telecommunications infrastructure, architecture and facilities were provisioned correctly to support the Genesys Framework for the various CTI (computer telephony integration).
• I also advised clients of Telco functional requirements for deployment of the applications being designed for their specific Call/Contract Center needs. Additional responsibilities included project management of proof of concept Labs. The design of technical functional and design specifications for the lab/production environment from the server architecture to the installed application architecture and specifications.
• Our mission was to identify any and all challenges that may arise from the beginning of the implementation and deal with them proactively to ensure a smooth CTI deployment from the Telecomm to Network to Database integration of the Genesys Applications that included “Framework, Multi-Media, Outbound, Reporting Real-Time, Historical,WFM.
• I have also assisted with pre-sales demonstrations and acted as a technical liaison Confidential project kick-offs. Once Installations were completed we developed test strategies based on input from the clients of how their day to day calls were handled and this was our UAT format.

Confidential, CA

Senior Technical Analyst

• Analyze, troubleshoot and resolve technical problems with Aspect software reported by customers and internal employees. Diagnose issues pertaining to databases, operating systems or network configurations (Informix, Oracle, DOS, UNIX and TCP/IP). I also provided technical training and assistance as well as enhanced customer satisfaction by providing timely and accurate responses to customer problems. Participated in quarterly and weekly conference calls and meetings with national account customers. I was for several accounts such as Fidelity Investment and Confidential Credit Card Services;
• I prepared stat reports for our national account customers and conducted onsite visits to train customers on current features of the Aspect call center. Assisted field support Engineers in troubleshooting problems, upgrades and daily monitoring while analyzing and recommending national accounts ACD and CTI configurations.
• Dial/Telnet accessed customer’s ACD’s to run various SQL database query’s to resolve reported Routing and CDR problems via Unix OS. Also provided pre-sales Network, Call Center, CTI implementation solutions and recommendations for Sales support Team members.

Confidential, CA

Project Supervisor

• Managed and supervised installation of voice and data networks for Rolm PBX systems with data networks that included small LAN/WAN systems. I also handled the circuit troubleshooting for Mac’s

Confidential, CA

Sales Support Coordinator

• Responsibilities included handling existing and new client accounts in the form of set-up, maintenance troubleshooting, add moves, changes and liaison between local vendors, Telco and long distance carriers. The areas ranged from TI’s to IMB’s with CSU/DSU as well as interfacing that included voicemail systems.