PROFESSIONAL PROFILE:

• 15 years experience building Contact Centers and Confidential solutions in the Confidential, insurance, healthcare, Confidential, government, and new media sectors.
• Developed Confidential strategy for several of North America’s largest corporations.
• Managed the design and implementation of call routing/reporting and Contact Center transformation and outsourcing solutions throughout the US, Canada and Asia.
• Expert knowledge installing and supporting Confidential infrastructure and all components of the Confidential suite on Linux, AIX and Windows platforms.
• Successfully transitioned Confidential environments from vendor professional services to internal and offshore teams
• Developed Contact Center applications which integrate Confidential with Siebel, SAP, Salesforce.com and Peoplesoft CRM, IVR, PBX, Call Routing, WebChat, VirtualHold, LDAP and Quality Call Monitoring using Nice and Verint
• Built and maintained Confidential Call Reporting infrastructure with SAP Business Objects
• Strong background integrating Contact Center technologies on Nortel, Avaya, SIP, Cisco, Alcatel, Aspect, and Siemens switches

SKILLS MATRIX:

• Systems Analysis and Design
• Confidential Architecture
• Business Discovery
• Call Flow Analysis
• Project Management
• Change Management
• PCI
• Risk Analysis
• Technical Audit
• Contact Center Security
• Deployment Planning
• Incident Management
• Defect Resolution
• Test Planning and Coordination
• Siebel 6/7/8
• Salesforce.com
• SAP ERP
• Peoplesoft
• Avaya
• Alcatel
• Rockwell
• Nortel
• Aspect
• Siemens
• SIP
• VoIP
• Cisco CUCM
• IP Networking
• Cloud Computing
• F5
• SBC
• LDAP
• UNIX/AIX/LINUX
• SaaS
• Solaris
• Websphere
• Apache Tomcat
• IIS
• DirectTalk IVR
• Periphonics IVR
• Edify IVR
• Intervoice Brite IVR
• Virtual Hold
• Nice, Verint (Witness)
• SpeechWorks
• Nuance ASR
• HPQC
• Oracle
• Microsoft SQL
• Confidential DB2

PROJECT/WORK EXPERIENCE:

Confidential

Senior CRM Integration Consultant

Responsibilities:

• Technical Lead on Confidential 8.1 Framework, eServices, GVP, Routing, Reporting (Pulse, GIM, GI2), IWD, IWS Agent Scripting installation on Linux
• Technical Account Manager during the design and implementation phases of Confidential 7.x/8.x
• Tier 3 support for Confidential production issues within the enterprise
• Administrator of Confidential contact center environment and established and maintained development, release, backup, source control and documentation processes
• Install and configure Confidential 7/8 Framework, Routing, Reporting components at sites in the US and Canada
• Install Confidential Gplus Adapter for Siebel 7/8, SAP and Peoplesoft to build screenpops
• Advise customers on Gplus Adapter architecture and assist in the resolution of technical issues to improve latency and response times of Confidential Gplus Adapter
• Develop Action Plans to implement recommendations of Security Audits using LDAP
• Install Confidential Agent Desktop (GAD), Voice Platform (GVP), Integration Server (GIS) and validate end - to-end call flow and reporting using Confidential CCPulse and ICON
• Perform technical call flow audits on Confidential routing environments and resolve call flow issues
• Advise customers on Confidential Routing best practices

Technical Consultant

Confidential

Responsibilities:

• Onsite Technical Consultant for large-scale Confidential implementation
• Troubleshoot Confidential SIP and Reporting issues
• Synchronize multiple Confidential configurations to support multiple vendor Confidential toolbars and Gplus adapters
• Advise on Confidential Pulse, Workforce and GVP installations

Confidential, New York, NY

Technical Account Manager

Responsibilities:

• Onsite Confidential TAM/CXM for major US Confidential and Internet supplier
• Provided technical expertise for Confidential 8.1/8.5 CIM Framework, eServices (Chat and Social Media), Routing, IWS, Reporting, LDAP on Linux 5/6
• Advised Senior Management on Confidential architecture best practices as well as best practices for upgrades, environment control and administration
• Managed escalation of critical production outages with Confidential Care and follow-thru to root cause determination
• Worked with Business Units to successfully resolve defects (Reporting, Routing, IWS, Social Media) so that the Confidential solution properly addresses business requirements
• Worked closely with Confidential Engineering to ensure Feature Requests aligned with enterprise and desktop and cloud architecture
• Created Confidential roadmap for Executives on Enterprise and Desktop Contact Center platform and advised on support levels and EOL for Confidential components
• Advised on Confidential PCI compliance including risk analysis and data security for GVP

Confidential

Senior Consultant

Responsibilities:

• Member of architecture team on contact center transformation and implementation project at Sprint World Headquarters in Overland Park, KS.
• Design elements of contact center solution using Confidential 7.0
• Architect reporting solution using Confidential Call Concentrator, CCPulse and multi-vendor PBX’s
• Lead the build, test and implementation phases of Confidential reporting solution
• Manage deployment of Confidential at outsourced contact centers in North America and Asia
• Define security and failover architecture of Confidential components
• Oversee documentation and initiatives for effective use of telephony technology
• Present Confidential design, implementation and problem-resolution approach to senior management

Confidential

Lead Architect

Responsibilities:

• Translate business direction and objectives and develop contact center technical strategy
• Define options to improve contact center operations
• Subject matter expert (SME) for integration of telephony environments and oversee the technical components and integration efforts
• Review potential use of contact center technologies such as VoIP, IVR and Confidential
• Evaluate specific vendor options for ACD, Call Recording, Imaging and Workforce Management
• Review future technology impact of CRM and Workflow on contact centers
• Oversee technical components and integration efforts in contact center projects
• Perform cost analysis of implementing contact center recommendations
• Present recommendations to senior management
• Assist Gartner Inc. with technical and architectural information and act as SME during their engagement for contact center technical review

Confidential

Architect / Implementation Manager

Responsibilities:

• Implemented virtual Call Center using Confidential 6.5, Siebel 6, Witness 6.2 and Direct Talk
• Defined the contact center/ Confidential solution components to support 200 agents and estimated the hardware, software, services, and on-going costs for their implementation
• Designed and implemented the integration of CRM with IVR and Confidential
• Installed Confidential TServer, Interaction Router, CCPulse and CCAnalyzer
• Configured Applets, Views and Screens in Siebel 6 using Siebel Tools and Siebel VB to support Call Center CRM application
• Installed Witness 6.2 voice recording for Siebel Financial transactions
• Designed routing solution to support multi-site virtual call center

Confidential

Confidential /IVR Developer

Responsibilities:

• Maintain and enhance Contact Center Management System (GEO/EDGE) on AIX platform and Oracle database
• Develop applications which network between mainframe, RS/6000 and IVR and call center on MVS, OS/2, AIX platforms
• Support DT/6000 segmental voice recording for Contact Center Mutual Fund operations
• IVR developer in DirectTalk/2 (DT/2) and REXX - Wrote new IVR application for Group Insurance applications
• Member of call center virtual team to provide 24-hour technical support to call center technologies
• Design and implement Y2K test plan for IVR application

Confidential

Programmer/Analyst

Responsibilities:

• Maintain IVR application and act as technical consultant to call center
• Recode and test mainframe COBOL modules for Y2K compliance
• Design, code, test and implement applications in COBOL II, MVS/JCL, VSAM, DB2, SQL
• Represent clients in residential real estate transactions
• Perform all aspects of budgeting, planning hiring, and supervising of staff
• Represent clients before Canadian Government boards and agencies
• Represent major residential and commercial real estate developers
• Negotiate and draft complex legal agreements
• Articling student rotation in administrative, research, real estate, tax and corporate law departments

Confidential

Acquisition Specialist

Responsibilities:

• Draft standard form contracts for the procurement of hardware and software

Confidential

Programmer/Systems Analyst

Responsibilities:

• Design and implement national retailer’s inventory and purchasing control system in dBASEIII

Confidential

Technical Consultant

Responsibilities:

• Confidential Subject Matter expert for Confidential 8.5 Framework, GAX, eServices and Reporting solutions
• Advise on optimal migration and setup of Confidential Framework, eServices and Reporting components
• Install and configure Confidential 8.5 Framework, GAX, GVP, ICON, GIM (Infomart), GI2 (Interactive Insights) and CCPulse with integration to SIP in multi-site environment
• Advise customer on best practices to achieve cost-efficiencies on project development cycle, time-to-market and migration to multiple production and lab environments

Confidential, New York, NY

Technical Account Manager

Responsibilities:

• Onsite Confidential TAM/CXM for major US Confidential and Internet supplier.
• Provided technical expertise for Confidential 8.1/8.5 CIM Framework, eServices (Chat and Social Media), Routing, IWS, Reporting, LDAP on Linux 5/6
• Advised on Senior Management on Confidential architecture best practices as well as best practices for upgrades, environment control and administration
• Managed escalation of critical production outages with Confidential Care and follow-thru to root cause determination
• Worked with Business Units to successfully resolve defects (Reporting, Routing, IWS, Social Media) so that the Confidential solution properly addresses business requirements
• Worked closely with Confidential Engineering to ensure Feature Requests aligned with enterprise and desktop and cloud architecture
• Created Confidential roadmap for Executives on Enterprise and Desktop Contact Center platform and advised on support levels and EOL for Confidential components
• Advised on Confidential PCI compliance including risk analysis and data security for GVP

Confidential, Phoenix, AZ

Technical Lead

Responsibilities:

• Technical Lead on Confidential 8.1 Framework, eServices, Routing, Reporting, IWD, IWS, Agent Scripting installation on Linux 5 and SFDC
• Tier 3 support for Confidential production issues within the enterprise
• Administrator of Confidential contact center environment and established and maintained development, release, backup, source control and documentation processes
• Planned and implemented patching of all Confidential Linux and Windows servers in Development, QA and Production environments
• Installed, upgraded and maintained Confidential 8.1 Framework, Routing, Reporting and eServices components on Linux and Windows
• Built Confidential Infomart and Interactive Insights 8.1, SAP Business Objects 12 reporting platform portal
• Designed and installed Confidential 8.1 chat, co-browse, MS Lync applications and integration to URS and IWS
• Setup and troubleshoot integration of Confidential to LDAP, SSL and IWS using Salesforce.com
• Successfully transitioned Confidential environment from vendor professional services to internal and offshore teams
• Designed and validated HA solution using Confidential, SIP and Confidential SBC

Confidential - Toronto, Canada

Technical Lead for Confidential 8.0

• Technical Lead on large scale migration to replace TDM contact center platform with Confidential 8.x Framework, Routing, Cisco CUCM (Call Manager), GVP, ICON/Infomart and CCPulse
• Built, installed and maintained all components of Confidential infrastructure: Framework and Routing 8.0/8.1 on AIX 6.1 and Windows 2008 Platforms - including LDS, SIP, CUCM TServers, Stat Servers, Reporting Servers, Media Servers 8.1 and Confidential Administrator 8.1
• Upgraded URS and GVP components - Media Server and Resource Manager with no defects
• Debug Confidential routing strategies and resolve defects
• Coordinated testing of Virtual Hold Technologies integration with Confidential components URS, GVP, CTIC and SSG outbound gateways
• Lead effort to have F5 implementation certified by Confidential Tech Support
• Planned and supported Confidential Framework, Routing and Reporting production deployments
• Designed and validated HA solution using Confidential and F5 for multi-site contact centers
• Managed Defect Resolution, Escalations, Incident and Change Management internally, via Confidential Tech Support and with Third Party vendors
• Setup LDAP for Confidential Config Server and Interactive Insights access
• Ensured all components of solutions architecture and configuration were documented and available on corporate repository
• Developed solution to support RONA for Confidential Routing and Cisco CUCM TServer

Confidential

Technical Lead

Responsibilities:

• Technical Lead and Confidential Subject Matter Expert for Gplus Adapter 7.1 to 8.0 migration
• Confidential Subject Matter expert for Confidential Framework and Routing 7.6 and Outbound 8.0 solutions
• Advise on Confidential CCPulse and CCA install and reporting setup
• Install and configure Dialogic board interface with GVP and setup in Confidential CME
• Upgrade to Crystal Report 8.0 and document upgrade steps
• Support Confidential infrastructure, maintain and enhance stability of environment
• Support Quality Assurance and Defect Resolution for Outbound Dialer and scripts to support calling list updates
• Map channels for Verint integration to Confidential
• Troubleshoot networking and database stability issues impacting Confidential solution

Confidential, Folsom, CA

Senior Integration Consultant

Responsibilities:

• Install Confidential Gplus Adapter for SAP CRM 7.5
• Integrate Confidential Gplus Adapter for SAP CRM with SAP CRM 2.0
• Advise on setup of Integration Profile to enable screenpop in SAP CRM
• Troubleshoot and validate telephony functionality and end-to-end call flow from Avaya PBX and IVR to Confidential Routing and SAP CRM via Gplus Adapter

Confidential, Denver, CO

Senior Integration Consultant

Responsibilities:

• Develop Action Plan to implement recommendations of Security Audit for Hosted IPT Contact Centers
• Assist customer in deployment of Confidential 7.6 Security Features in order to comply with security-related business standards such as European Data Protection Directive (EDPD), ISO 177999, HIPAA, PCI DSS
• Manage enhancements to Confidential SIP Server 7.5 and GVP 7.6 infrastructure in order to ensure compliance with recommendations of Security Audit
• Present Security Audit Action Plan and Exception Report to Internal Oversight Committee for approval

Confidential, Charlotte, NC

Senior System Integration Consultant

Responsibilities:

• Technical Lead and Confidential Subject Matter Expert for Confidential CIM 7.6, URS 7.6, Reporting 7.6 and Gplus Adapter 7.5 deployments
• Prepare Deployment Plan and assist customer with Release Management and Approval before Internal Oversight Board
• Assist customer in resolution of post-deployment Confidential -related technical issues

Confidential, Topeka, KS

Senior System Integration Consultant

Responsibilities:

• Conduct discovery sessions on Gplus Adapter integration with Siebel
• Draft Business Requirements Document (BRD) and Technical Design Document (TDS) for Gplus Adapter and Siebel integration
• Install Gplus Comm Server and Gplus Adapter Driver dll’s 7.5 and configure integration with Siebel 8.0/8.1
• Setup and validate Siebel Confidential toolbar in Siebel 8.0 and 8.1 on Windows 2003 and 2008
• Setup and validate Gplus Adapter/Siebel integration in lab, test and production environments
• Support production rollout with Confidential Gplus 7.5 and Siebel 8.1 on Windows 2008
• Assist customer with post-production troubleshooting and resolution of Confidential /Siebel integration and desktop issues

Confidential, San Bernardino, CA

Senior System Integration Consultant

Responsibilities:

• Install and configure Confidential Integration Server (GIS) and StatServer 7.6
• Test application and integration to Symon Wallboard
• Prepare Documentation and User Manual

Confidential, Houston, TX

Senior System Integration Consultant

Responsibilities:

• Install and configure Confidential Gplus Adapter 7.5 for SAP ERP in numerous customer sites
• Install and validate SAP Binaries to support Gplus Adapter for SAP ERP
• Configure Gplus Adapter for SAP ERP on Confidential CME and update options
• Assist customer in UAT and production deployment
• Troubleshoot post-production integration and desktop issues between Confidential and SAP

Confidential, Philadelphia, PA

Senior System Integration Consultant

Responsibilities:

• Install lab for Confidential Gplus Configuration Component 7.5
• Assist customer in validation of synchronization of agent data from Siebel in Confidential CME and database
• Conduct sessions at customer site of Confidential Gplus Configuration Synchronization and Campaign Synchronization Components
• Advise customer on configuration of Confidential Gplus Configuration Synchronization and Campaign Synchronization Components to map agent data to existing Siebel Hierarchy
• Assist customer in Implementation Plan for Gplus Configuration Synchronization and Campaign Synchronization Components

Confidential

Senior System Integration Consultant

Responsibilities:

• Conducted detailed review of Confidential /Siebel integration using Gplus, Siebel Confidential configuration command and events and Confidential media routing
• Document findings after review and audit of Confidential /Siebel integration
• Present findings and recommendations to customer

Confidential, Denver, CO

Senior System Integration Consultant

Responsibilities:

• Installed and configured Confidential Framework and TServer 7.6 for Alcatel A4400/OXE
• Installed and configured Confidential Historical Reporting Solution using Confidential Datamart 7.6 Datamart and CCPulse 7.6
• Installed and configured Confidential Realtime Reporting Solution using CCPulse 7.6
• Install Confidential Interaction Router 7.6 and configured test routing strategy
• Setup reporting templates to support Datamart and CCPulse
• Install and configured Confidential Agent Desktop (GAD) 7.6 and integrated desktop with routing and reporting solution
• Validate and troubleshoot database and firewall issues
• Provided onsite support for customer for UAT

Confidential

Senior System Integration Consultant

Responsibilities:

• Define Routing Architecture for migration from Nortel Symposium to Confidential Universal Routing 7.6
• Lead discovery sessions with customer technical team and business managers
• Assist customer in converting Routing Business Requirements into High-level Routing Architecture
• Map existing call flows to Confidential 7.6 Routing Strategies and subroutines using IRD
• Assist customer in defining skillsets, agent profiles/groups and virtual queues to support WFM
• Prepare Confidential 7.6 Routing Technical Design Document

Confidential, Chicago, IL

Senior System Integration Consultant

Responsibilities:

• Installed and configured Confidential CS2000/MSL TServer 7.6 on AIX 5.x
• Installed and configured Confidential IVR Server 7.5 on AIX 5.x with connection to MPS and Periphonics IVR
• Performed system testing of Confidential environment and drafted test plans for deployment of MSL TServer and IVR Server
• Drafted operations installation guides and deployment plans for deployment and validation of TServers and IVR Servers in business regions in North America and offshore
• Provided onsite support during TServer and IVR Server implementations
• Troubleshoot system integration and stability issues and post-deployment support
• Designed solution with Gplus Adapter 7.5 for Peoplesoft CRM 8 on AIX 5.x
• Installed and configured Confidential Gplus Adapter 7.5 with connection to Peoplesoft RENServer

Confidential, Tampa, FL

Senior System Integration Consultant

Responsibilities:

• Installed Confidential Gplus Adapter 7.5 on Siebel 8.0
• Installed and configured Confidential 7.5 Confidential connection from Siebel Confidential to Avaya PBX
• Map functionality of custom Confidential driver DLL code from Confidential /Siebel 6 to Confidential /Gplus/Siebel 8
• Resolved CRM telephony integration and desktop issues
• Designed failover and load balancing architecture for Gplus Adapter on Siebel cluster
• Configured Gplus/Siebel Confidential command and events to handle Agent desktop functionality and send AUX codes to switch
• Validated changes to Citrix code to enable agent login
• Trained internal developers on Confidential Gplus Adapter and Siebel Confidential configuration

Confidential, San Francisco, CA

Senior System Integration Consultant

Responsibilities:

• Installed Confidential TServer for Cisco Call Manager 4.1 and 5.0 and integrated IP telephony solution with Siebel CRM
• Installed Confidential Gplus Adapter 7 on multiple Siebel Application Servers and configured connection to Confidential 7.5, Nortel, Avaya and Cisco Call Manager
• Configured Siebel Confidential Communication Administration component to integrate Gplus with Siebel and Avaya, Nortel and Cisco switches
• Defined Siebel Softphone architecture including screenpop, communication servers and load balancing
• Planned and coordinated Gplus Adapter and Confidential code migration Siebel dev to QA to prod
• Designed and installed Gplus Adapter on Siebel clustered environment
• Troubleshoot production environment to improve response times

Confidential, Bethlehem, PA

Senior System Integration Consultant

Responsibilities:

• Upgraded Confidential 6.5 to Confidential 7.2 on AIX 5.2
• Conducted assessment of Confidential 6.5 deployment and developed upgrade strategy to Confidential 7.2
• Configured Confidential connection to Siemens Hicom/HiPath 4000 PBX via CallBridge
• Configured Confidential Voice Portal (GVP) 7.2
• System Test Confidential Solution - Confidential Framework, Routing, Reporting, GVP and Siebel Gplus
• Developed and implemented Confidential 6.5 to 7.2 historical reporting plan
• Update AIX platform and Confidential configuration to support changes in Daylight Savings Time
• Set up Confidential and Reporting database Disaster Recovery site

Confidential, Philadelphia, PA

Senior System Integration Consultant

Responsibilities:

• Integrated Confidential Multimedia WebChat 7.2 with Confidential Gplus 7.2 and Siebel 7.7
• Developed Confidential Routing Strategies to support WebChat implementation
• Advised customer on Web Chat and Voice Call routing strategies Best Practices
• Resolve WebChat, Gplus, Confidential routing and Siebel call flow issues
• Improve latency and response times of Gplus/Siebel screenpops
• Develop plan to maintain Confidential routing during Siebel outage
• Define Web Chat reporting Data Dictionary
• Resolved screenpop issues in Siebel Gplus concurrent Confidential 6.5/7.0 environment
• Configured Confidential integration with Siemens Hicom 300/HiPath 4000
• Eliminated application freezing and dropped calls caused by Siebel Attach Data and GenComm7 errors
• Developed Confidential 6.5 to 7.0 and Siebel 6 to 7 migration plan
• Implemented Confidential Framework and installed Confidential Gplus Adapter to integrate with Siebel CRM
• Completed Technical Design of Siebel Confidential and Confidential integrated solutions
• Installed Confidential 7 Framework HA Solution
• Installed Confidential Gplus Adapter 7 on multiple Siebel 7 Application Servers and configured connection to Aspect ACD
• Configured Siebel Confidential Communication Administration component to integrate Gplus with Siebel and Aspect switch
• Troubleshoot technical issues to ensure stable, seamless call flow from customer to agent desktop using Siebel Confidential
• Configured Confidential and Siebel Confidential HA Solution for failover and recovery from backup that is transparent to the Contact Center Agent
• Analyzed performance of Gplus Adapter and provided recommendations on how to improve response time of Siebel Confidential toolbar and screenpops
• Resolved technical issues involving internal transfers to ACD and Routing Points
• Configured Siebel Confidential to connect to Outbound Dialing application using Siebel Confidential toolbar and Gplus Adapter