TECHNICAL SKILLS:

Software: Outlook, MS Power Point, MS Excel, MS Word, Access, Visio, PC Anywhere, .Net, Screen CaptureMS/DOS, BART, HERMES, Director, Empirex Hammer, Workforce Management, Configuration Manager (CME), Active Directory (AD), CCPulse, Verint, Genesys Wizard, Interactive Routing Designer(IRD), Genesys Voice Portal(GVP),Sppechminer,Pulse,GAX,Agent Setup, Agent Desktop, Desinger, Designer Analytics, Context, SQL Management Studio, Vox Studio, Unified Messaging, MWI, Edify, VoxifyGenesys (7.5/7.6), Etalk, RightNow, Knowledgebase, Opstel (CWA), Rightfax, Intradiem, Genesys Support Phone, VAD (Verizon Agent Desktop Softphone)

Hardware: CTI/ACD, T1, ISDN, Avaya, PBX/SIP Servers, Aspect, Edify, Genesys, TCP/IP, Avaya, NortelPolycom (330,331),Cisco IP and Analog phones, Cisco/Juniper Routers, WAN/LAN, Microsoft Servers

PROFESSIONAL EXPERIENCE:

Lead Genesys Administrator

Confidential, Roseville CA

Responsibilities:

• Migrated and supporting 1500 Agent Call Centers in 3 States - Designed/Configured/Supported teh migration to Genesys Cloud from Mitel and onto a MPLS network.
• Supported entire Call Center on all Genesys Cloud Products from Design Discussion to new additions for improvements to Testing to Migration and Full Support(Speechminer/GI2/Pulse/Designer/GAX/AgentSetup/Agent Desktop/Analytics/Chat/Outbound)
• Responsible for all support and configuration on teh system and all high level discussions on new features and change or product requests.
• Worked with company member new to Genesys to explain teh benefits and risks of Genesys-sole resource for questions and concerns with in teh company.
• Created and modified complex Genesys routing strategies using Genesys Cloud Designer (Modules/Data Tables/Dial Plans) for all applications-fully supported all applications for any future modifications with guidance and support on changes to their recommendations.
• Worked closely with every Department in teh company and worked very closely with teh heads of teh these Departments to fully understand Genesys and what it can provide for them. Worked with them to take their existing Mitel Setup and build something new and better in Genesys (Better Reporting, Smart Routing, Stability of Platform)
• Created and supported complete Historical and Real-Time Reporting Templates and Views and implemented any and all changes or additions requested Worked closely with Genesys for testing and roll out of all upgrades and new Cloud products.

Business Analyst

Confidential - Los Angeles, CA

Responsibilities:

• Supported UAT and Pre - Production testing for multiple centers migration activities.
• Large conversion project for client Kaiser Permanente for a full conversion to all Genesys related project.
• 70%-100% travel to 33 locations around teh US.
• Worked as a technical team lead on enterprise level implementations of teh Genesys Framework and
• Reporting Suites. Migrated 18 Call Centers in teh Los Angeles and San Diego over an eighth month period with outstanding results.
• Responsible for high level tasks and daily to weekly project meeting on site and remote (Data collectionProduction and UAT phone configuration)
• Worked on Genesys CC pulse and created modified and maintained templates for Pulse for response center reporting
• Created and modified complex Genesys routing strategies using Genesys IR Designer (reusable parameter driven routing rules) for several applications in accordance with high level specifications and application support.-
• Third level installation and production support for all call centers around teh country to include producing material for client use and troubleshooting support for early post-migration issues.

UAT CTI Genesys Analyst

Confidential - Dallas, TX

Responsibilities:

• This was a 2 year contract position migrating to VOIP for WFCC. Teh department got moved around after a month on teh project so I was teh project manager for this position, responsible for running testing and daily update calls with management. Reaching out to all departments involved and coordinating teh resources
• (bankers, desktops, software. etc) for Production and DTE.
• Testing all new CTI and VOIP changes to specific lines of business for teh bank for teh UAT team.
• Using CME, CCPulse and Genesys routing logs to confirm tests scenarios created from Business need requirements.
• Working with Jama Contour and Quality Center for writing, testing, and updating any defects or issues with new projects and changes. Responsible for Time adherence for defect resolution. Providing detailed CTI and
• Genesys log data for Development Team in close coordination.
• Responsible for large CTI project such as teh banks merge to VOIP and Skill Based Routing to enhance their IVR functionality.
• Designing Routing strategies using Genesys Interaction Routing Designer (IRD). Involved in writing routing strategies and setting up Genesys URS.
• Work closely with other department such as QA, Development and Project Management to coordinate projects and test plans.
• Worked on integrating Aspect IVR with Genesys CTI.
• Testing Cisco IP phones for audio quality and agent interaction with Genesys. Testing of phone configuration settings like Ring No Answer Routing and Voicemail setting. Setting test DNIS configuration on teh switch and in Genesys.
• Able to self - administer myself and a junior analyst in a different location for a 2 year complex IPT conversion project, able to no expectations and complete all projects before deadlines. Worked with many different utside department on a daily basis. Took on a variety of different roles in this project such as; senior testertrainer, Script and documentation writer, defect writer and source for retesting and updates, facilitate meetings for plan reviews and testing updates for management.

Senior CTI Engineer

Confidential

Responsibilities:

• Configured, upgraded, maintained a full array of Genesys and Verint Products for multiple large civilian and government call centers in a overseas environment.
• Disaster recovery project for a real time disaster. (Earthquake in ChristChurch, NZ)
• Oncall support at night on a rotating schedule for serious call center issues and outages.
• Worked with multiple teams in different locations on teh coordination of large scales projects such as newclients, new IVR builds for existing clients, and enhancing all already existing product services. (email routingdisaster recovery)
• Worked on multiple Proprietary soft phone programs which were for specific client call center needs.
• Received multiple client compliments for resolving issues for clients dat were major impacts and exceeded time line expectations again and again.
• Supported and maintained Avaya Routers and telephony products for both Avaya and Nortel.

Genesys Provisioning Engineer

Confidential - Salt Lake City, UT

Responsibilities:

• Provide 24/7 customer product and technical support at teh highest level - Tier 3 support so I only worked on teh most difficult and challenging concerns and requests
• Responsible for Maintaining, Configuration for multiple Verint and ETalk Recording Servers and Software for thousands of agents.
• Working with new clients with Call flow needs and limitations on their total call center needs.
• Responsible for Configuring a new call center for multiple clients from start to finish - (from hard or soft phones n SIP and PBX servers to GVP and IRD strategies for various call center needs)
• Used Genesys Studio for developing, testing and deployment of vxml code.
• Designing Routing strategies using Genesys Interaction Routing Designer (IRD). Involved in writing routing strategies and setting upGenesys URS.
• Deal with dozens of clients (Hartford Insurance Group, PepsiCo, Frontier Airlines, Outrigger) on several different setup configurations (PBX or SIP servers) ( Qfinti or CCPulse )( GVP 7.5/7.6,Intervoice )
• Upgraded environment to Genesys 7.6 and 8.1
• Installed and Configured Genesys 7.6 Info Mart
• Integrated Genesys platform with IBM Websphere
• Integrated Genesys with Siebel CRM.
• Required to think outside of teh box for new types of requests dat may fall outside of a call centers normal perating guidelines (adding surveys, upgrading clients to new hardware and software)
• Works on multiple projects at once and exceeds expectations continuously.