EXPERIENCE:

Voice Systems Engineer

Confidential, Portland, Oregon

Responsibilities:

• Developing and deploying IVR application enhancements using Eclipse Composer and Stash/Git code revision control, custom Java script functions, custom ECMA scripting, custom VXML coding, custom SQL queries, web services functions and tomcat web server administration.
• Voice Applications 8 Developer ; GCS8 - CCTS - Genesys CIM8 Troubleshooting for Support
• Systems Administrator duties include: deploying application hot-fixes and upgrades for Genesys applications, studying log files to troubleshoot MCP issues and URS/ORS call delivery issues, performing application management for monthly OS patches, on-call rotation for all Genesys CIM functions, administering Genesys configurations for inbound voice with DNs, Orchestration scripts, DID groups, IVR profiles and transaction lists for preroute and postroute.
• Certified Genesys Professional
• Repository and branch management, BuiltMeister code deployment and version control, development-to-test-to-production code management and deployment, user access management.
• Moves/Adds/Changes for DNs and devices, CTI route points, CUPS and RCC licensing, device administration and troubleshooting. creating tables, adding/changing columns, building SQL stored procedures, creating a VB heavy, MS Access front end for user maintained data sets, creating DB solutions for Genesys IVR applications.
• Avaya Call Center system administrator, CMS system Administrator, Audix voice mail system administrator. Administered VDN and Vector changes, performed trunk DS1 circuit analysis, edited dial plan, performed moves/adds/changes for call center.

Sr. Call Center Engineering Analyst

Confidential, Tigard, Oregon

Responsibilities:

• Managed 2 direct reports, performed evaluations, coaching and creating development plans.
• Coordinating efforts of a full team of 8 through project tracking and weekly meetings.
• Trained team members on Cisco ICM scripting, ICM custom functions and user variables, SQL scripting, SQL enterprise tools (DTS packages, etc.), ICM SQL table structures, MS Access, Avaya PBX vectors and VDNs, CMS terminal emulator and limited visual basic structures in Microsoft applications.
• Designed and maintained ICM call routing scripts. Developed administrative scripts and procedures for my team to manage Hours Of operation changes at ten sites with multiple skills. Developed advanced scripting methodology to account for a twenty second delay in offshore call center statistics by creating virtual real time statistics using global variables and administrative scripts.
• Developed and documented procedures for my team for writing SQL queries in order to: produce call flow reports, diagnose router log viewer errors and troubleshoot call flow scripting.
• Developed a change control database to track my team’s call flow changes in ICM, Symposium and Avaya systems.
• The data resides on ICM AW servers utilizing a publisher and subscriptions with a real-time data merge strategy.
• Created user forms for administering database static data and for searching the database.
• Trained the team in using the database and trained a database administrator.
• Provided call flow consultation and call flow solutions to external departments.
• Assisted in implementation plans and post-project analysis.
• Managed a critical Golden Weekend project for our credit department two years in a row, where call volume increases 300% over a three day weekend.
• The four month project consists of training agents to handle specific call types, creating agent schedules and routing calls both prior to the event for OJT and during the event.

Call Center Support Specialist

Confidential, Issaquah, WA

Responsibilities:

• Designed new routing scripts, administered existing scripts, maintained all aspects of ICM routing.
• Maintained SQL tables and databases.
• Added indexes and tables, and imported custom data. Provided database schema support for Cradle to Grave project by outlining table and column link strategies to write queries.
• Created and scheduled daily export of historical data for third party vendor to contact callers for surveys.
• Administered time of day scripts for call center operations and holidays.
• Created and administered custom variables to enhance historical reporting capabilities.
• Administered connectivity and communications between ICM and Syntellect IVR, Avaya PBX, Avaya CMS.
• Maintained connectivity between ICM CTI OS and Witness Workforce management tool, Envision quality assurance platform and Visual Basic application providing Screen Pop and Data Pop. Maintained Visual Basic code for thin-client desktop application on a Citrix environment. Wrote documentation for specific functions of the integrated systems.
• Maintained and administered all Call Center objects and properties on the ACD, including skills, vectors and VDNs. Performed analysis and troubleshooting for all other PBX functions including management of dial plan, UDP tables, AAR tables, ARS tables, trunk groups, signaling groups, DS1s, COR, COS, holiday tables, etc.
• Administered users and permissions. Edited and added custom reports. Maintained reports and scripts for display board server connectivity.
• Performed historical queries and analysis for call volume abnormalities.
• Rebuilt unsupported version of application when server malfunctioned. Performed upgrade and rebuild to new version of software.
• Maintained hardware and messaging functions. Supported users with DeskView and administered licenses.

Communications Engineer

Confidential, Raytown, MO

Responsibilities:

• Rewrote existing Gold Systems script into seven distinct applications for better management and system utilization using Script Builder and several custom external applications using TAS; implemented state - based routing and reporting; inserted an error counting routine that monitors data-source read/write errors and alerts support staff utilizing a rolling two minute window; developed various Unix Shell scripts; worked with Gold systems developers to troubleshoot Vonetix MQSeries plug-in errors.
• Created a data download process through MS Access to bypass connection to mainframe for daily reports and statistics; created applications in Voice@Work
• Developed an MS Access database that integrated with IVR Oracle tables for report generation and data queries. Utilized switchboard, forms, queries, sub-queries and macros with heavy Visual Basic utilization.
• Performed all aspects of call center management including Agents, Splits (Hunt Groups), Skills, Vectoring, VDNs, Best Services Routing (BSR), Expert Agent Selection (EAS), Automatic Call Distribution (ACD), Computer Telephone Integration (CTI).
• Performed standard PBX engineering tasks including management of dial plan, UDP tables, AAR tables, ARS tables, trunk groups, signaling groups, DS1s, COR, COS, holiday tables, etc.
• Monitored real-time reports, provided Call Center Managers with historical reports; assisted users with custom reports; helped maintain dictionary.
• Avaya CentreVu CMS; The Nice family of call recorders, Nice Universe, Nice Advantage, Nice Logger ; Avaya CentreVu Explorer; Avaya CTI; INOVA Wallboard Server
• Provided support in all aspects of Telephony services, Call Center management and Integrated Voice Response services for multi-site call center.
• Leader of a team of five telecom technicians for eight months before company downsizing. We installed expansion port networks on the existing Avaya (Lucent) G3r PBX system, created proposals for new sites, installed a new voice mail system, re-negotiated contracts with vendors, conducted on-site audits of the infrastructure, studied traffic trends, attended training classes for specific on-site software, evaluated department processes and policies for maximum efficiency and reliability.
• Maintained a three site Avaya DCS voice network and two networked Intuity Audix voice mail systems.
• Responsible for VDNs and vector maintenance in the ACD, EAS (call center) environment. Built two MS Access databases for MACs and for cellular phone usage and billing reports.

Business Systems Analyst/ Project Manager

Confidential

Responsibilities:

• Managed the installation of a data center at a new office location utilizing personnel resources from the Data and Telecom groups.
• Worked closely with contractors and architects during design and construction phases; monitored progress to ensure specifications were met; managed all aspects of data center including equipment ordering, power requirements, UPS requirements, heating/cooling requirements, security access, ingress/egress, equipment rack standards structures and design, floor-plan design, cable tray routing, demark location, coloring and numbering strategies.

Enterprise Communications Systems Administrator

Confidential, Carson City, NV

Responsibilities:

• Contractor position: Administered a seven-site, Avaya G3 series, Enterprise Communications System network over T1 lines, using video conferencing systems, voice mail systems, and dial up networking.
• Implemented two Avaya Prologix PBX installation projects, expanding the state wide DCS network to 9 nodes.
• Managed two full Avaya PBX and entrance facility relocation and plant rewire projects. Supervised upgrades for Lucent Definity G3 and Intuity systems.
• Discovered a group of 'toll - hoppers' on NDOT's voice network, then implemented appropriate measures to block access.
• Developed a roadway condition reporting application on the Conversant MAP100 Integrated Voice Recognition (IVR) platform that integrated Oracle, FoxPro and Access databases, with a backup, voice-over, disaster recovery procedure in place.
• Installed drop & insert CSU rack for data and voice T1 sharing, eliminating the need for frame-relay. Designed and created an MS Access database for cell phone tracking and billing.
• Analyzed individual office telephone requirements, designed call management features specific to the departmental needs and conducted training on telephone features.
• Designed, installed and managed a sound system in the central boardroom.
• Re-implemented Ericcson EDACS eight hundred megahertz radio trunking system, organizing agency to fleet design and re-programmed radios.
• Administered Venue 2000 video systems, MCU Video Bridge, Intuity Audix voice mail, Intuity Conversant IVR, Call Accounting and Ascend MAX 4002 dial up networking.
• Maintained 24 by 7 on-call support for all systems.