PROFESSIONAL EXPERIENCE

Confidential, PA

Contact Center Solution Administrator

Responsibilities:

• Administering, maintaining, and supporting day - to-day operations of teh Aspect UIP contact center solution product suite and associated desktop clients, including email, chat and phone routing.
• Coordinating wif telecommunication and service providers as well as configuring related equipment and services.
• Troubleshooting and providing all tiers of support for contact center technology issue resolution for all related stakeholders, including serving as a primary interface wif relevant stakeholders inside and outside teh organization to ensure effective resolution of issues.
• Interacting and managing all assigned vendor(s) and directly supporting teh internal telephone system infrastructure and Integrated Voice Response (IVR) system for Customer Care.
• Driving new technology initiatives for contact center telephony solutions and systems interfacing wif teh contact center environment.
• Driving hotfixes and patches to help improve teh functionalities of call center solution
• Making it a point to be teh point of contact for technical and non-technical staff. Serving as a translator for both, improving communication wif in teh business.
• Leading in teh drive for an upgrade to teh current call center solution.
• Strong focus on opening communication between vendor, IT, and staff. Serving as an “interrupter “for all departments.

Confidential, Fort Washington, PA

Telephony System Administrator/ Engineering

Responsibilities:

• Troubleshoot, supported, implemented, and setup of all aspects of Telephony system forAshfield Telephony systems.
• Created of all VM servers required for telephony system. Windows Server 2012 R2
• Managed Migration from Avaya to Enghouse /Cisco system
• Build out of migrated call flows as well as all new programs
• Promoted to Cisco Unified Connection Administrator
• Trained all administrative staff on feature functionality of Telephony system.
• Trained of all agents on Touchpoint application and Cisco hardware
• Created virtual manuals and quick reference guides for Admin and support staff on teh Touchpoint system. Highlighting day to day process and procedures .
• Managed, configured, and implemented teh deployment of Touchpoint telephony system
• First response to all telephony issues, concerns, changes, upgrade and training to
• telephony system
• Achieving teh Management, setup, build and deployment of Canada office telephony transition
• Configured, created and deployed Ashfield Call Center Dash Board systems
• Co-Managed outages and upgrades to Cisco and Enghouse systems
• Provided Tier 3 Support for Helpdesk
• Managed and trained tier 1 and 2 technicians on Enghouse system.
• functionality
• Managed and trained tier 1 and 2 technicians on Enghouse QMS (call recording)
• system.
• Created and Preformed Pre and Post proof on concept for all call center clients for Ashfield . A process dat me implemented to insure customer satisfaction from start to finish. Reducing company’s deployment process time frame by 40 %.
• Created quick reference guide for all supervisors to assist in ongoing training of agents
• Point of contact for any emergency Call center telephony issues 24/7
• Point of contact for Telephony vendors (Cisco, Enghouse, CDW, Broadview, RT Burns,Market Messaging, etc.)
• Admin for all Enghouse software (reports, application manger, Console, Audit trail,desktop, Touchpoint, Administrator, Media viewer, Template edit)
• Created and managed teh First Ashfield “Super users group”. A think tank of users and Admins meeting every week to discuss IT issue and upgrades as well as getting direct feedback of call floor and Admin staff needs and wants of teh Call center Solution .
• Maintaining inventory, including but limited to purchasing, forecasting and deployment .

Confidential, Philadelphia, PA

System Administrator

Responsibilities:

• Troubleshoot and support all aspects of Bodek and Rhodes workstations, laptops, data servers on multiple platforms. (Windows Server 2003-2012 R2, OSX)
• Project managed and migrated 400 + users from Windows XP to Windows 7, project worth over 150K dollars. dis project consisted of procurement, asset management, image deployment and actually configuring user setups wif over 70 different standard profiles. Software used during dis deployment involved Acronis, Norton Ghost, Windows 2008 Server and Numara Track-IT Helpdesk system.
• Troubleshooting, Maintenance and upgrading of company wireless phones and tablets across multiple internal and external divisions across 5 national locations. iOS and Android Smartphones
• Implemented new Desktop environments for 200 + staff while assisting in build out of a new Data Center worth over 500K dollars. dis included establishing 15 RDP servers and migrating user from Windows XP and Windows 7 to Windows Sever 2008 R2
• Load balancing, maintenance and reporting of VMware clusters and server performance and connectivity issues.
• Assisted in troubleshooting user problems relating to Operating System issues (Win 2000, Win XP and Windows 7), Network Connectivity, TCP/IP configuration, upgrades, MS Office products, Sql Svr and Internet connectivity.
• Volunteered to Managed B&R National Sales Meetings for 2013
• Created B&R first virtual Room Calendar solution
• NEW PC & VOIP project for Remote location- PR (Florida -Phase 1)
• Configured and deployed B&R's ECC Dash Board systems
• Co-Managed teh setup of Bent Oaks (Florida - Phase 2)
• Provided teh only in house support for teh Uptivity deployment
• Managed teh cost cutting project from teh Ricoh Copier Contract
• Created and Implemented teh Scan Project for teh Credit Dept.
• Appointed Manager of B&R National Sales Meeting for 2014
• Provided Tier 3 Support for ECC Dashboard and Uptivity
• Drove teh Upgrade and relaunch of Uptivity client and server
• Upgrade of VMWare tools for 24 virtual servers
• Successfully Traced cables from IDF and MDF using toner probe for an entire warehouse setup.
• Tested over 50 wireless access points by insuring dat all laptops and Telxon guns had connectivity

Confidential, Marlton, NJ

IS Help Desk Analyst

Responsibilities:

• Provide front line problem diagnosis and tracking for all IS customer problems.
• Assess teh severity of a problem and assigns teh problem appropriately wifin problem management guidelines.
• Communicate to customers for planned and unexpected outages.
• Monitor teh status of pending calls while keeping teh customers updated on teh status of their call.
• Follow up on all completed calls to ensure customer satisfaction.
• Provide support as teh point of entry for requests, problems and support for IS applications & systems.
• Provide first time resolution, performs initial analysis and assures appropriate follow-up.
• Work thru work orders and calls on a timely basis and escalates as necessary.
• Follow up wif customer on calls and works orders as per teh IS standards.
• Loging all customer issues into teh issue tracking system wifout exception and wifout direction while speaking to teh customer.
• Actively pursues and documents teh status of open calls.
• Identify and report repeat problems and trend to Management.
• Develop and enter knowledgebase procedures based on trends and system rollouts.

Confidential, Alexandria, VA

Central OfficeService Desk Lead - Help Desk Support

Responsibilities:

• Maintain hardware and software inventory databases on Help Desk calls, technician assignments and performance statistics.
• Provide monthly operations reports and identify problem areas dat need further attention, training or improved technical support.
• Develop new inventory systems for teh Help Desk stock room and tech floor to monitor incoming and outgoing equipment.
• Serve as initial contact for all new equipment requests from district offices, schools and individuals.
• Confirm teh order, verify cost, assign budget account, and record purchase for inventory management.
• Receive all incoming requests for service involving computer equipment repairs, connectivity, software problems and other technology issues from all ACPS schools and departments.
• Assess teh nature of problem, determine teh priority level response needed and immediately assign a ticket to teh appropriate technician for resolution; track teh repair status to ensure prompt responses and staff satisfaction; and, close tickets involving routine repairs.
• Elevated problematic service calls to appropriate manager wif a full history of teh problem, attempted solutions and additional challenges.
• Support and troubleshoot ACPS databases dat are used on a daily basis by end users as well as teh public.
• Provided knowledgeable, helpful and courteous responses in all communications—voice, email, and memorandum.
• Established clear expectations and followed through wif timely information, updates and solutions dat meet teh requirements of teh situation.
• Responded to request for immediate assistance involving access to and navigation through all key software programs (BlackBoard, Zimbra, AAA, etc.)
• Drafted teh first Help Desk Training Manual which outlined procedures and protocols for managing work flow and clarified which departments to access to resolve specific issues (e.g., Human Resources, Curriculum, and Budget).
• Train temps and student interns on Help Desk operations and coordinate their schedules wif techs for additional training.

Confidential, Alexandria, VA

Computer Technician

Responsibilities:

• Configured laptop computers wif software designated for use by T.C. Williams’s students and teachers.
• Backed up data, and facilitated repairs for hardware.
• Worked wif students, teachers, and ACPS personnel at TC and Minnie Howard on problems wif software, hardware and wireless issues, equipment repairs, scheduling, including documenting all service requests and their dispositions.
• Managed an increasingly difficult caseload requiring substantive knowledge of complex credit rules and collection procedures along wif negotiating skills needed in dealing wif clients and creditors to reduce financial debt.
• Utilized automated systems for call scheduling, recording contacts, progress wif cases and provide summary reports for management purposes.
• Recognized for outstanding performance in customer service.
• Responsibilities include selling memberships, organizing club promotions, and customer service.
• In charge of Women’s Basketball activities as well as attracting a younger demographic in clientele.