SUMMARY

• I’ve been working with call center technologies since 1998. I started with Lucent/ Confidential and switched to Cisco in 2008. I am very detail - oriented so I have become the designated person on the team to peer review other’s work. I am adept at learning new technologies.

TECHNICAL SKILLS

• Cisco (ICM, UCCE, UCM, UC)
• Confidential
• Nice
• Aspect
• Microsoft SQL Server
• VM Ware
• IVR
• ServiceNow
• SharePoint
• ITSM
• Experience in all Windows Platforms for Server and Desktop also Word
• Excel
• Visio and Project.

PROFESSIONAL EXPERIENCE

Confidential

Principal UCCE Engineer

Responsibilities:

• Principal member of team responsible for routing, on average, 500,000 calls per day to 11 Dish call centers and 5 Outsource Call Center vendors.
• Day to day support of a large, multiple call center environment.
• Installation, support and troubleshooting for ICM, CCMP, CUIS, CUCM, and Cisco Unity Connection.
• ICM routing development, configuration, scripting, testing and validation.
• Deploy major release upgrades and infrastructure additions to existing UCCE platform.
• Develop documentation including project plan, project overview, requirements, design, and test plan docs.
• Mentor junior team members.
• Primary Telephony contact between Dish and all Outsource Call Center vendors.
• Query ICM SQL databases on a daily basis to research calls.

Confidential

CTI Engineer

Responsibilities:

• Provided Tier III support for all aspects of Interaction Center Voice Channel
• This included CTI, integration, call flow/routing, and Confidential Agent issues
• Examined log files to determine root cause of problems
• Worked with customers to solve complex problems
• Required knowledge of IC, Definity/MultiVantage/Communication Mgr., Conversant, CMS, Siebel, MAPD, CVLAN, NICE, and VDNs and Vectors.

Confidential

Technical Implementation Manager

Responsibilities:

• Managed custom NICE implementations having special technical requirements.
• Focal point for all integration and complex technical implementations.
• Acted as technical resource with a true ability to understand a customer’s business goals and ensure that the solution sold will actually satisfy their needs.
• Required an intimate knowledge of all NICE products, Confidential, CTI and 3rd party applications.
• Provided onsite technical support during installation and client acceptance.
• Managed resource and schedule challenges.
• Developed documentation including project plan, project overview, requirements, design, and test plan docs.
• Responsible for testing the solution in the lab before deploying it at the customer site.
• Ensured that the correct solutions are developed and deployed.

Confidential

Senior CTI Consultant

Responsibilities:

• Member of Call Center and CTI Competency Practice.
• Responsible for implementing Siebel Call Center and CTI solutions at customer sites.
• Integrated Siebel CTI with third-party middleware vendors such as Confidential and Cisco.
• Other technical responsibilities included problem identification, system architecture definition, hardware/software specification and/or design, implementation, testing, client training, and deployment.
• Project management responsibilities included resource allocation and supervision, interface with company and client managers.
• Completed assigned project task deliverables with high levels of quality and customer satisfaction and within time and budget requirements.

Confidential

IVR Lab Manager

Responsibilities:

• Provided installation, administration, hardware and software configuration, troubleshooting and procurement services for the DEFINITY PBX systems, IVR systems, the various MS Windows servers and PCs, and the Sun Solaris servers and workstations in the IVR lab.
• Supported and administered IVR, CTI and other telephony related applications and hardware.
• Administered multiple Definity G3 systems.
• Managed the networking facilities within the lab.
• Addressed the varied lab needs of the Product Development, QA and Tier 4 teams.
• Supported IVR integration activities with other Confidential products such as IC 6 and Dialer, as well as with external vendors like Siebel and NICE.
• Managed and configured Siebel Servers in lab.
• Maintained the lab Access database and ASP Web sites.
• Worked with Software Developers in reproducing and troubleshooting defect problems and product enhancements.
• Created various QA test environments.
• Executed test plans and test cases for IVR features and functionality.

Technical Support Engineer

Confidential

Responsibilities:

• Provided software and hardware consultation services to customers, technicians, and employees for software applications that are integrated with vendor hardware equipment and voice products.
• Performed remote maintenance, surveillance, alarm identification, troubleshooting, diagnostics, and software administration on all Lucent Definity PBX models including G3R Enterprise Communications Serve and Intuity Voice Messaging products.
• Interfaced with customer’s T1 carriers to resolve network problems.
• Performed troubleshooting of T1, ISDN, and TCP/IP problems.
• Resolved and closed service requests within SLA defined timeframes.