SUMMARY

• Quality - oriented-Business Analyst /Program/Project Manager with over 20years of contact center operations and vast technology experience.
• Strong organizational ability and an excellent record of completing projects according to deadlines.

TECHNICAL SKILLS

• CTI
• Avaya Dialer/Call Center Support
• Avaya 1X Agent
• Avaya CMS
• Genesys Call Routing
• Genesys Dialer
• Verint Systems Administration
• Nice Recording Systems
• Planview
• Sharepoint
• Anchorpoint Reporting System
• Remedy Ticketing System
• Workday
• JIRA
• Salesforce
• Cisco telephony systems
• PCI Programs
• VOIP technology
• Waterfall
• Aglie
• SDLC project methodologies.

PROFESSIONAL EXPERIENCE

Confidential

Contract Manager

Responsibilities:

• Responsible for the oversight and performance of all projects as well as all contract matters relating to daily operation.
• Managed the performance of all subcontractors, vendors and company employees.
• Prepared payment schedules and work schedules to fulfill contract requirements within budget.
• Controlled company assets and contract assets in order to minimize cost and maximize profit.
• Maintained relationships with all clients including government contacts and executive team.
• Obtained experience with Government MEP and industrial plant contracts.

Confidential

Program Manager

Responsibilities:

• Documentedend to end on-boarding of new customers from contract to successful deployment, training, and acceptance of the Confidential system for multiple parallel projects - including project co-ordination, project plans, project governance, status reports, customer meetings, formal meeting reports, scheduling, progress monitoring and tracking, resource assignment, etc.
• Ensured projects were delivered on time, within budget and met the customer expectations.
• Project management of escalated issues, feature requests, upgrades and Professional Services engagement.
• Identified and mitigated project risks
• Developedend to end QA system test plans
• Customer satisfaction reporting of certain customer:
• Order fulfillment and License Management

Confidential

Systems Engineer

Responsibilities:

• Using Waterfall methodologies, coordinated, tested, and implemented applications and technology through projects and initiatives.
• Analyzed issues and performance problems that impacted the ability to conduct business Break/Fix Support.
• Identified applications and systems that require updates and coordinated the implementation with the business owner.
• Created and maintained detailed documentation for how applications configured, managed and maintained.
• Troubleshooting connectivity issues of Windows servers to ensure proper functionality and having operational support responsibilities for the call recording systems.
• Worked with various Engineering teams and having a strong understanding of their technologies to help facilitate integration and troubleshooting efforts for Verint Impact360,Microsoft SQL, Cisco telephony systems, fundamentals of networking and firewalls, Security (PCI, PII,), Windows Server 2008, 2012, IIS, Windows 7 Thin clients and desktops, VDI, AD,0020

Operational Risk Consultant/Verint Program Manager

Responsibilities:

• Ensure compliance with federal laws and regulations for student loans
• Set up special tracking for Verint trouble ticket.
• Supervised a professional staff of 6 different teams.
• Used Microsoft Projects to managed projects with a total budget of 8 million dollars.
• Designed and conducted formal and informal cross training for Verint system.
• Develop relationship, act as a liaison, and establish vendor contacts for business line needs with Verint
• Monitor and Test system performance, establish issue log, and track resolutions
• Maintain vendor documents and requirements
• Define roles and responsibilities, hold monthly strategy sessions
• Managedprocess changes with Verint
• Played a key visionary role in developing and/or enhancing methodology, messaging and materials related to:
• Enterprise Operational Excellence and Capacity Management
• Customer Engagement Optimization tie into Operational Excellence
• Center of Excellence (Strategic Services):ROI Analysis (Strategic Services
• Short and Long term Strategic Enterprise Consumption Planning

Confidential

Program/Project Manager / VOIP Business Analyst / System Administrator

Responsibilities:

• Provides analysis for call center implementation Verint recording project. Setup and train call centers of 1,800 employees and staff members for 11.1 WFO/QM upgrade projects
• Managed and conducted training for Verint project deployments.
• Met with line of business leaders and created use cases and site surveys.
• Organized Verint help desk group set up for new call center
• Worked with Cisco VOIP, Verint, XME reporting, MS Office daily.

Confidential

Project Manager / VOIP Business Analyst / System Administrator

Responsibilities:

• Identified and coordinated resources for deployment of VOIP phones for CISCO and AVAYA project.
• Onsite support for VOIP phone deployment project.
• Responsible for ordering and tracking all site inventories of VOIP phones, headsets, and cables.
• Determined specific project needs based on call center platforms
• Worked with training department on creation of training documentation for VOIP phones.
• Extensive travel to each site to oversee project deployment.

Confidential

Program/Project Manager / VOIP Business Analyst / SystemAdministrator

Responsibilities:

• Multi-site Verint Call Recording System Administrator. Responsible for administration and support for 6 core sites serving 2000 users. Project Manager for multi-site installation upgrade from Verint V9.3 to V11.1
• Conducted multi-site training and best practices for all call center staff for Verint V9.3.
• Responsible for AES CTI, VOIP support and administration for all core sites.
• Primary point of contact and SME for all Verint Call Center IT solution opportunities including installation, implementation, administration and training. Liaison between the business and IT staff in translating complex business needs for Verint application software support.Determined specific Verint software requirements to address complex business needs.
• Managed projects with a total budget of 5 million dollars.
• Developed project plans, identified and coordinated resources, involving third party vendors.Worked with and supported Legal and Compliance departments for all call recording needs, special projects, and court cases.
• Responsible for using Anchorpoint to provide monthly and adhoc site-wide call reporting and adherence.

Confidential

Business Systems Analyst

Responsibilities:

• Served as the SME for all Verint Call Recording and Avaya Dialer projects.
• Liaison between the business and IT in translating complex business needs into application software support.
• Conducted Verint and Dialer system administrator end-user training for all IT staff for Verint and Dialer projects.
• Extensive travel within the United States for all large-scale projects. To serve as POC for IT and business staff.
• Analyzed complex end user needs to determine optimal means of meeting those needs.
• Determined specific business application (IVR, Telephony, and Desktop) software requirements to address complex business needs.
• Testing of call recording, Dialer, and Genesys CTI functionality for all call center projects.
• Worked with programming staff to ensure requirements will be incorporated into system design and testing.
• Developed project plans, identified and coordinated resources, involving those outside the unit.

Confidential

VOIP/Call Recording Specialist Engineer

Responsibilities:

• Responsible for design, implementation, and training of VOIP, Call Recording/Quality Monitoring applications and, CTI systems. This included all Witness/Verint platforms, CXM R4.0, Nice $9.0 and Avaya AES TSAPI, Avaya PBX/ACD integrations. 100% travel.
• Supported simplex/complex Verint and AES installations, configurations, upgrades, migrations and training, as assigned by Team Lead. Coordinated all requirements gathering and data collection for implementation of all Verint projects with the designated customer contact. Worked as a SME for all Verint projects.
• Maintained effective communication with customer contact, third party vendors and assigned project team.
• Simultaneously supported multiple complex implementations in several time zones as required by the project.