Verint System Administrator Resume Miamisburg, OH - Hire IT People

PROFESSIONAL OBJECTIVE:

I am seeking a responsible position in a Forward Thinking Organization, where my skills and expertise in CONTACT CENTER OPERATIONS, TELEPHONY, QUALITY RECORDING, WORK FORCE MANAGEMENT, PROJECT MANAGEMENT, BUSINESS INTELLIGENCE, and my Quality Assurance experience, will have valuable application.

SUMMARY:

My background includes over twenty years consulting experience. I have developed skills in Project Planning and Project Management to the support the required workflow for project implementations. I have interfaced with management at all levels as well as outside vendors. I also have an extensive background in large Contact Center Operations, and the Telephony to support them.

SYSTEM ADMINISTRATION AND MANAGEMENT SKILLS:

PROJECT SCOPING, REQUIREMEMENTS GATHERING; PROJECT PLANNING, DOCUMENTATION, DEVELOPMENT & IMPLEMENTATION.

AVAYA IVR/CMS SET - UP & CONFIGURATION.

AVAYA IVR/CMS MIGRATION FROM MULTI CHANNEL TDM/ACD to SIP/VOIP Confidential RECORDING.

BUSINESS PROCESS MAPPING, INDUSTRY BENCHMARKING, PROCESS RE-ENGINEERING, IMPLEMENTATION, REQUIREMENTS GATHERING, & PROJECT DOCUMENTATION.

CALL CENTER MANAGEMENT, & METRICS DEVELOPMENT, CUSTOMER RELATIONALSHIP MANAGEMENT (CRM)

SOFTWARE DOCUMENTATION, TRAINING, & COURSE MATERIALS DEVELOPMENT.

SYBASE DATABASE ADMINISTRATION & SYBASE REPLICATION, DATA WAREHOUSING.

QUALITY ASSURANCE, REQUIREMENTS BASED TESTING, TEST CASES, MANUAL AND AUTOMATED, WITH REGRESSION TESTING.

SERVER CONFIGURATION, INSTALLATION, & TEST.

FIREWALLS, DATA SECURITY, AND MAINTENANCE.

SPECIALTIES:

Alignment of Business with IT Vision and Strategy.
Driving IT Organizational Design and Optimization.
Implementing Innovative Solutions and Products to support Business Requirements.
Delivering to Business and Customer schedule commitments.

PROFESSIONAL EXPERIENCE:

Confidential, Miamisburg, OH

Verint System Administrator

Responsibilities:

They have a 24/7 worldwide operation, and are in the process or still adding locations, and enhancements to their system.
Implemented chat and email using Confidential Media tool, along with expanding the Confidential Customer Feedback Module across their multi-site locations.

Confidential, Bloomington, IL

Standardized Administration & Support

Responsibilities:

I worked on the SA&S Support Team for Confidentiale, during their ongoing implementation.
My role as a Level 2 support analyst was to work on Confidential troubleshooting activities and close tickets.
I also traveled to their go-live locations for implementations.

Confidential, RdMelville, NY

Application Consultant

Responsibilities:

I would create a design for them; and work with their teams to get it approved.
Set-up training, and provide demonstrations of the new product and tools to make sure the customers had a vision of all the new features that they would be receiving.
I would work with the Business teams to define their implementation requirements and schedules with the data migration to the new version.
The customer would finalize any issues they had with hardware and or facilities with system engineering. We would document it in the final design documentation.

Confidential, Irvine, CA

Verint System Administrator

Responsibilities:

I managed the implementation of Confidential Impact 360 & Verint Work Force Management (WFM) Version 10.3 for Confidential .
I am responsible for all Confidential related activities for the Confidential Call Center, Claims, Billing, and Total Loss Organizations.
I supported the Confidential System Administration activities for Business unit's needs on an as required basis.
Our Telecom has just completed upgrading all the Confidential sites with new AVAYA PBX's; they converted from Time-division multiplexing (TDM) & Automatic Call Distributor (ACD) to Session Initiation Protocol (SIP) &Voice over IP (VOIP).
This implementation effort affected over 3500 users, and 6 states.
Currently Confidential is preparing for the AIS Confidential user implementation.
Confidential will also be upgrading to Confidential version 11 and has provided a copy of their data to Confidential to be tested with the new version.

Confidential, Irvine, CA

IT Project Manager

Responsibilities:

I managed the Confidential Recording implementation across the Servicing Business, Sales.
In addition I supported the Servicing Business to implement to tools to assist operations.
Option One also has implemented Serena to control software & hardware configurations.
I was responsible for Contact Center software and hardware configurations.
I supported the day to day IT Project Management tasks, and the Confidential & Confidential Integration.

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Verint System Administrator Resume

Miamisburg, OH

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