Summary

Talented and dynamic Information Technology professional with a solid reputation for mastering industry processes and achieving technical excellence. Demonstrated ability to manage major technical initiatives, including an Avaya phone system deployment, new branch configuration, and IP readdressing develops and deploys new solutions which meet the short and long-term goals of a company. Recognized for optimizing systems, enhancing performance, and resolving highly-sophisticated technical issues. Consistently assumes increasing responsibilities.

PROFESSIONAL EXPERIENCETechnology Snapshot: Microsoft Office Suite Microsoft Servers Microsoft Windows XP/7/8 GOOD For Enterprise Avaya Site Administration Avaya CMS Avaya Audix Avaya Aura Messaging Avaya System Manager ICON Verizon Business Portal Symantec Ghostcast Dell KACE Symitar Symitar Poweron WASP Inventory Control Mac And PC Active Directory Exchange Servers Malware Bytes Symantec Antivirus Faxpress Open Text Faxing Solution Genesys Contact Center Solution

Confidential

Roles: Telephone System Administrator

• Foster a positive environment which promoted optimal service, positive team morale, and performance collaborate with cross-functional teams throughout the facility to ensure seamless execution of practices and maintain continual reliability. Expected to maintain a high level of productivity through multitasking while working in a fast paced environment. Manage and maintain the internal phone systems and wireless devices and uncover opportunities for system improvement. Research and identify contact center cloud-based solutions and direct the implementation of new systems. Produce detailed documentation for the entire telephone system.
• Develop detailed documentation, how-to guides, Reports, and training outlines to maximize user knowledge and enhance technical capabilities provides training, education and strategic guidance to employees
• Led the vectoring, VDN programming, and trunk routing of the telephone system streamlined and improved call flow throughout the call centers and maintained continual phone systems functionality
• Responsible for the deployment and configuration of WASP inventory control software
• Led and supported project management of new headquarters project in regard to Avaya phone system deployment
• Instrumental in the deployment of the Avaya phone system and the configuration of newly acquired branches and newly constructed headquarters maintained the pre-existing branches and supported the development of the project plans
• Responsible for supporting helpdesk through Kace tickets as well as help desk phone calls
• Responsible for supporting users through troubleshooting various tecnical issues ranging from Printer malfunctions to call flow routing issues
• Responsible for analyzing current phone system capabilities and developing best practices to benefit the business
• Identify reoccurring technical issues and through fact finding discover a permanent resolution to those issues
• Develop and follow escalation proceses and procedures where it pertains to unresolved issues
• Directed the Repgen creation and modification in Poweron Studios programming suite of Episys software systems
• Supported the IP readdressing project for the entire credit union and resolved residual issues
• Worked as liason between contact center and I.T. department on all phone related issues and projects
• Responsible for research and analysis of contact center solution which includes call recording, speech analytics, screen pop and workforce management
• Responsible for business continutiy in regard to disaster recovery protocols
• Responsible for upgrading over 300 PC's company wide from Windows XP to Windows 7
• Maintains physical hardware within multiple PC types including Dell Optiplex 620, 745, 780 and 790's
• Supports over 300 users in a medium level enterprise environment with various technical issues including monitor malfunction, Battery backup malfunction, Printer maintenance and repair, PC parts replacement including RAM, Power Supply's, Hard drives, Disk drives, Motherboards and video cards.
• Supports over 300 users in a medium level enterprise environment with software installation, maintenance and upgrades including but not limited to Microsoft Office, Nuance PDF, GOOD for enterprise, Symitar, RMG Integrator, Imagecenter and Peachtree accounting software and a miltitude of other financial management applications
• Consistently exceeded expectations by closing over 60 help desk tickets and answering an average of 100 help desk calls on a weekly basis.
• Accountable for annual budget as it applies to the I.T. department. This includes mobile devices, phones, wireless headsets, wired headsets as well as all phone system related licenses.

Confidential

Led the promotion and development process for the refinancing of home mortgages, personal loans, and automobile loans. loan service promotion and development process secure referral networks and generated new sales. Prepared various mortgage loan information prior to final approval and worked closely with internal loan processors to ensure all conditions were met to close loans in a timely manner. Collaborated with cross-functional teams throughout the organization to achieve seamless execution of practices/policies.

• Conducted a high-volume of outbound cold calls to generate leads and maximize company exposure instrumental in the rapid growth and developments of the company and consistently exceeded goals

Confidential

• Delivered world class customer service and sales support within a fast-paced environment responded to any inquiries, questions, or requests, activated new accounts, effectively resolved complex complaints, and optimized customer satisfaction rates. Initiated effective up-selling strategies to drive corporate profitability.
• Achieved 175 to goal on a monthly basis and consistently ranked at the 1 performer gained the trust and respect of customers, established new accounts, and expanded all existing account services