Risk & Compliance Voice Recording ASG Engineer/Supervisor Resume

SUMMARY

Solutions architect, professional services, and support engineer with 7+ years of experience designing and supporting systems for a diverse set of Fortune 500 financial clients.
Professional, creative, and flexible with proven analytical skills. Adept at managing and implementing teams, processes, documentation, and training.
Exceptional communication and presentation skills.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Risk & Compliance Voice Recording ASG Engineer/Supervisor

Confidential

Responsibilities:

Lead Project Development and Delivery Manager for all North American Projects.
Provide professional services and author LLDs (Low Level Designs) and HLD’s (High Level Designs) for voice recording infrastructures.
Install software and hardware on - site with global clients while managing a team of 7-15 employees and their deliverables.
Active in all technical planning and design meetings between IPC and client CTO and engineering teams. Travel 50-75% both domestically and internationally for the projects.
Integrate solutions with Cisco, Avaya, BT, Etradeal, Unigy, etc.

Technical Lead, Supervisor, Incident & Problem Support

Confidential

Responsibilities:

Newly envisioned position to leverage technical and managerial strengths as the most senior level contact for Voice Recording and Compliance Services.
Created much needed change control and escalation processes for the team.
Reviewed, edited, and approved/denied all change control requests providing quality control as the change review manager.
As a result of this new change process, created a support billing process that generated the most revenue in the history of the company support department.

Senior Systems Engineer

Confidential

Responsibilities:

Senior level Support Engineer for trading floor customers using the Nice Trading Recording software, NIM, NICE Perform, Verint, and Red Box.
Analyzed and recommend site modifications, configurations, and upgrades to continue customer productivity and to increase revenue for Etrali.
Cradle to grave Project Lead for new site installations providing support not only for proprietary software, but also for servers, databases, and networking.
Maintain customer relationships by engaging in weekly status calls, site health checks, and proactive communication.
Provide global on-call technical support.

Trading Floor Voice Recording Support Engineer

Confidential

Responsibilities:

Dedicated technical resource for over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including 80 Fortune 100 companies.
Served as high-level Support Engineer for trading floor customers using the Nice Trading Recording software. Supported business partners, clients, and Professional Services Engineers during installations, upgrades, feature requests, licensing, and break/fix issues.
Frequent travel to customer sites to provide training, health checks, and maintain customer relationships.