PROFESSIONAL SUMMARY;

• More than ten years leadership experience as an IT/IS professional in Telecommunications / Support / Call Center and related fields providing exceptional troubleshooting, outstanding customer service and one - time technical resolutions.
• Skilled in advanced telephony routing, network planning, project management and system installations.
• Direct experience with Confidential
• ICM integration with voice and data networking; specifically, with VoIP and Confidential devices using IPCC technologies.
• Proven aptitude as a database administrator programming, designing, creating and maintaining database files in various RDBMS.Act as project team lead working on inter-departmental projects and coordinating the work of developers.
• ICM / UCCE 10.x Lucent CONVERSANT SQL Server
• Call Manager 4.x/6.x Intervoice IVR Oracle 7 / 8i / 12
• Voice Portal7.x Aspect CXP 15.x SQL
• Lucent DEFINITY G3R Confidential IP/IVR PL/SQL
• ASPECT ACD Confidential Unity MS Access

EMPLOYMENT:

Confidential

Sr. Voice / Data Network Consultant

Responsibilities:

• Consulting Engineer for Confidential providing staff augmentation to Confidential 2018 contact center consolidation and expansion initiatives.
• Supporting the Call Delivery Optumizers Team responsible for Confidential ICM, Confidential CVP, Confidential PBX, Confidential Aura Experience Portal application design and development for Locations and Skills-based routing, Virtual Hold (callback) and new client surveys through a documented QA testing and validation weekly change management and implementation release schedule.

Confidential, Fairfax, VA

IVR Programmer Analyst / IVR Technical Consultant

Responsibilities:

• Provide Professional Services through staff augmentation to Confidential Department of Information Technology.
• Responsible for VoxeoProphecy (Aspect) CXP IVR VXML, Java, HTML, WSDL, SQL, CSS and legacy systems First Tier Rohm HTTP,MS ACCESS,C+, eFax providing ASR / TTS application design and development combining CRM backend integration and interactive services for various County government agencies.
• Prepare, analyze and distribute system reports while maintaining system uptime and problem resolution.
• Work with external technology partners to deliver on-time self-service IVR applications.
• Perform other duties as required.

Confidential, Ashburn, VA

Sr. Consultant Network & Information Security Engineer

Responsibilities:

• Manage and lead a team of engineers responsible for Tier escalation activities resolving application and routing incidents while meeting contractual SLAs and MTTR policies.

Principal Engineer Network & Security

Confidential,Nashville, TN

Responsibilities:

• Consulting Engineer for Confidential assigned to a premier product(s) insurance provider with a requirement for a talented engineer with Confidential ICM 7.x/CVP 7.x experience.
• Provide staff augmentation to the Voice Services Support team acting as lead engineer on numerous projects supporting and deploying the 2009/2010 network and telephony initiatives.
• Provide on-time project delivery, design and support documentation as required.

Confidential, Springfield, VA

ICM / IPCC Engineer

Responsibilities:

• Expertise to Client’s requiring Call Center and IP Telephony resolutions; specifically with Confidential .
• Acted as Lead ICM Engineer, participating in an executive project team aggressively migrating and transitioning a fortune 100 financial services institution from a competing providers network to Confidential ’s state-of-the-art Voice and
• Data Network. Consulted as an IPT Engineer for a major software corporation responsible for design validation and offering configuration recommendations toward a TDM to VoIP implementation project.

Confidential, Bethlehem, PA

ICM Engineer

Responsibilities:

• Provide 24x7 operational support to the Confidential call routing platform terminating a trend of 1.2 Million calls per day to more than 1,500 peripheral targets on its private network of Tandem/Volt Switches, Confidential VoIP Gateways, Aspect ACD’s and Confidential PBX’s across the contiguous .
• Possess an expert knowledge of the Confidential ICM call routing application, routing clients, peripheral gateways, sub-processes and database schema. Function as ICM Database Administrator maintaining and managing databases; and developing reports from ICM stored data.
• Ensure computer telephony functionality and call control variables to proprietary Confidential CTI server applications.
• Develop and maintain IVR solutions for pre-queue, post and translation routing. Install and integrate peripheral gateways to the enterprise wide solution.
• Continued demonstrated ability to design, test, implement and support complicated high volume multi-site ICM logical scripting.
• Key member in strategic initiatives team targeted to minimize abandons and improve network reliability and stability.
• Work with support vendors to maintain optimum performance while experiencing minimal downtime.

Confidential, Columbia, MD

Senior Telecommunications Systems Engineer

Responsibilities:

• Identify opportunities to gain efficiencies and/or improved delivery of service.
• Awarded 3rd quarter IT Excellence of Service Award for leveraging redundant call routing technologies resulting in a cost saving of 35K monthly.
• Perform configuration, scripting, testing and implementation of all telephony applications to direct calls to Call Center and remote sites.
• Develop test plans and perform configuration clean-up of scripting protocols.
• Perform maintenance and support for all telecommunications equipment (ICM, PBX, ACD, IVR, Call Manager, Unity, IP-IVR, etc.).
• Provide work direction and assist less senior team members to ensure proper configuration for telecommunications applications related to assigned service requests.
• Coordinate with other divisions and departments’ business units to ensure quality of service provided meets with expectations.
• Ensure proper documentation of system configurations associated with assigned service requests.
• Conduct appropriate maintenance and support for all telecommunications applications.
• Serve as applications project lead for assigned service requests. Perform other related duties as required.

Confidential, Bethlehem, PA

ICM Engineer

Responsibilities:

• Provide 24x7 operational support to the Confidential call routing platform terminating a trend of 1.2 Million calls per day to more than 1,500 peripheral targets on its private network .
• Possess an expert knowledge of the Confidential ICM call routing application, routing clients, peripheral gateways, sub-processes and database schema.
• Function as ICM Database Administrator maintaining and managing databases; and developing reports from ICM stored data.
• Ensure computer telephony functionality and call control variables to proprietary Confidential CTI server applications.
• Develop and maintain IVR solutions for pre-queue, post and translation routing.
• Install and integrate peripheral gateways to the enterprise wide solution.
• Continued demonstrated ability to design, test, implement and support complicated high volume multi-site ICM logical scripting.
• Work with support vendors to maintain optimum performance while experiencing minimal downtime.

Confidential, Dallas, TX

Senior Telecommunications Specialist

Responsibilities:

• Responsible for all phases of the design, development, testing, debugging and documentation of the Confidential ICM application scripts to organize call requests and ensure call-by-call routing.
• Perform functions of the Contact Center Architect based on business objectives including application configurations, intelligent routing; both pre- and post-routing, script and vector development using complex mathematical formulas and routing logic with specific emphasis on call vectoring and skills based routing in an Confidential EAS environment.
• Ability to convert client business requirements into technical specifications. Be on call as a point of escalation to handle and guide resolution to problems with the system and supervising other development team members.
• Performed and trained Systems Analyst on the duties of Confidential ICM Database Administrator conveying an in-depth working knowledge of the ICM Database Schema and MS SQL Administration.
• Prepare, analyze and distribute system reports as required using report generating software.
• Create, customize and monitor reporting and tracking functions. Control aspects of database administration; monitor security and configured user accounts.
• Coordinate with management for routing strategies to meet operational service goals.