TECHNICAL EXPERTISE:

Software: Outlook, MS Power Point, MS Excel, MS Word, Access, Visio, PC Anywhere, .Net, Screen CaptureMS/DOS, BART, HERMES, Director, Empirex Hammer, Workforce Management, Configuration Manager (CME), Active Directory (AD), CCPulse, Verint, Confidential Wizard, Interactive Routing Designer(IRD), Voice Portal(GVP),Sppechminer,Pulse,GAX,Agent Setup, Agent Desktop, Desinger, Designer Analytics, Context, SQL Management Studio, Vox Studio, Unified Messaging, MWI, Edify, VoxifyGenesys (7.5/7.6), Etalk, RightNow, Knowledgebase, Opstel (CWA), Rightfax, Intradiem, Support Phone, VAD (Verizon Agent Desktop Softphone)

Hardware: Confidential /ACD, T1, ISDN, Avaya, PBX/SIP Servers, Aspect, Edify, Confidential, TCP/IP, Avaya, NortelPolycom (330,331),Cisco IP and Analog phones, Cisco/Juniper Routers, WAN/LAN, Microsoft Servers (Gateway 2000,2003), Verint Servers, Cisco 7942, 7962, 7925 wireless, Polycom Conference Phone (Gateway 2000,2003), Verint Servers, Cisco 7942, 7962, 7925 wireless, Polycom Conference Phone

WORK EXPERIENCE:

SolarCity Lead Administrator

Confidential, Las Vegas, NV

Responsibilities:

• Designed/Configured/Supported the migration to Confidential Cloud from Mitel and onto a MPLS network.
• Responsible for all support and configuration on the system and all high level discussions on new features and change or product requests.
• Worked with company member new to Confidential to explain the benefits and risks of Confidential - sole resource for questions and concerns with in the company.
• Created and modified complex Confidential routing strategies using Confidential Cloud Designer (Modules/Data Tables/Dial Plans) for all applications-fully supported all applications for any future modifications with guidance and support on changes to their recommendations.
• Worked closely with every Department in the company and worked very closely with the heads of the these Departments to fully understand Confidential and what it can provide for them. Worked with them to take their existing Mitel Setup and build something new and better in Confidential (Better Reporting, Smart Routing, Stability of Platform)
• Created and supported complete Historical and Real-Time Reporting Templates and Views and implemented any and all changes or additions requested Worked closely with Confidential for testing and roll out of all upgrades and new Cloud products.

Auxiliary Subject Matter Expert

Confidential, Los Angeles, CA

Responsibilities:

• High - level desktop and Cisco (7962,7942,7925) call Center migration troubleshooting and training
• Supported UAT and Pre-Production testing for multiple centers migration activities.
• Large conversion project for client Confidential for a full conversion to all Confidential related project.
• 70%-100% travel to 33 locations around the US.
• Worked as a technical team lead on enterprise level implementations of the Confidential Framework and
• Reporting Suites. Migrated 18 Call Centers in the Los Angeles and San Diego over an eighth month period with outstanding results.
• Responsible for high level tasks and daily to weekly project meeting on site and remote (Data collectionProduction and UAT phone configuration)
• Worked on Confidential CC pulse and created modified and maintained templates for Pulse for response center reporting
• Created and modified complex Confidential routing strategies using Confidential IR Designer (reusable parameter driven routing rules) for several applications in accordance with high level specifications and application support.-
• Third level installation and production support for all call centers around the country to include producing training material for client use and troubleshooting support for early post-migration issues.

UAT Analyst

Confidential, Dallas, TX

Responsibilities:

• Testing all new Confidential and VOIP changes to specific lines of business for the bank for the UAT team.
• Using CME, CCPulse and Confidential routing logs to confirm tests scenarios created from Business need requirements.
• Working with Jama Contour and Quality Center for writing, testing, and updating any defects or issues with new projects and changes. Responsible for Time adherence for defect resolution. Providing detailed Confidential and
• Confidential log data for Development Team in close coordination.
• Responsible for large Confidential project such as the banks merge to VOIP and Skill Based Routing to enhance their IVR functionality.
• Designing Routing strategies using Confidential Interaction Routing Designer (IRD). Involved in writing routing strategies and setting up Confidential URS.
• Work closely with other department such as QA, Development and Project Management to coordinate projects and test plans.
• Worked on integrating Aspect IVR with Confidential Confidential .
• Testing Cisco IP phones for audio quality and agent interaction with Confidential .
• Testing of phone configuration settings like Ring No Answer Routing and Voicemail setting. Setting test DNIS configuration on the switch and in Confidential .
• Able to self - administer myself and a junior analyst in a different location for a 2 year complex IPT conversion project, able to know expectations and complete all projects before deadlines. Worked with many different utside department on a daily basis. Took on a variety of different roles in this project such as; senior testertrainer, Script and documentation writer, defect writer and source for retesting and updates, facilitate meetings for plan reviews and testing updates for management.

Senior Confidential Engineer

Confidential

Responsibilities:

• Configured, upgraded, maintained a full array of Confidential and Verint Products for multiple large civilian and government call centers in a overseas environment.
• Disaster recovery project for a real time disaster.
• Oncall support at night on a rotating schedule for serious call center issues and outages.
• Worked with multiple teams in different locations on the coordination of large scales projects such as new clients, new IVR builds for existing clients, and enhancing all already existing product services. (email routingdisaster recovery)
• Worked on multiple Proprietary soft phone programs which were for specific client call center needs.
• Received multiple client compliments for resolving issues for clients that were major impacts and exceeded time line expectations again and again.
• Supported and maintained Confidential Routers and telephony products for both Confidential and Confidential .

Provisioning Engineer/Tier 3 Support

Confidential, Salt Lake City, UT

Responsibilities:

• Provide 24/7 customer product and technical support at the highest level - Tier 3 support so I only worked on the most difficult and challenging concerns and requests
• Responsible for Maintaining, Configuration for multiple Verint and ETalk Recording Servers and Software for thousands of agents.
• Working with new clients with Call flow needs and limitations on their total call center needs.
• Responsible for Configuring a new call center for multiple clients from start to finish - (from hard or soft phones n SIP and PBX servers to GVP and IRD strategies for various call center needs)
• Used Confidential Studio for developing, testing and deployment of vxml code.
• Designing Routing strategies using Confidential Interaction Routing Designer (IRD). Involved in writing routing strategies and setting upGenesys URS.
• Deal with dozens of clients (Hartford Insurance Group, PepsiCo, Frontier Airlines, Outrigger) on several different setup configurations (PBX or SIP servers) ( Qfinti or CCPulse )( GVP 7.5/7.6,Intervoice )
• Upgraded environment to Confidential 7.6 and 8.1
• Installed and Configured Confidential 7.6 Info Mart
• Integrated Confidential platform with IBM Websphere
• Integrated Confidential with Siebel CRM.
• Required to think outside of the box for new types of requests that may fall outside of a call centers normal perating guidelines (adding surveys, upgrading clients to new hardware and software)
• Works on multiple projects at once and exceeds expectations continuously.
• Call Routing
• SQL Management Studio (Tools, techniques, queues, scripting, automation, DB implementation)
• HTTP and other common internet protocols.
• VoiceXML
• Network Troubleshooting
• Confidential and Polycom products (familiarity with provisioning boot and config files)
• Empirex Hammer Training (analog)
• Knowledge of WFM (Work Force Management), Active Directory, Workforce Management, CME
• Maintaining and updating various servers for software and patches
• Supported large Call Centers(HIG- 3 centers Confidential each) for new projects and troubleshooting
• Project for Disaster Recovery for Australian Wild Fires-having emergency messaging and routing for one Touch