SUMMARY:

• Call Recording - Platform and Application support. Administration, break/fix, data analysis, consultation.
• HP|Autonomy Qfinti 3.5 Call Recording- Platform and Application support. Administration, break/fix, data analysis, consultation.
• Confidential Contact Center Manager 6.0- Certification in CCMS Installation and Maintenance, classroom trained in CCMS, Contact Center Manager Administration 6.0 and legacy release of Advanced Scripting.
• Scripting skills including HDX integration, advanced voice processing commands, use of intrinsics and logical, relational and mathematical expressions. Perform all the daily CCMA tasks for Agilent’s Wilmington contact center. Integration to Meridian Link Services Manager.
• Aspect WFM- Supported back-end application and platform of Aspect's Workforce Management 7.3
• Targus/neustar CNAM Service- Integration to service via .asp
• Aspect Customer Self Service (IVR) 6.0- Application development, system configuration and management using UnixWare, prompt recording, editing and management, integration to CTI middleware.
• Dialect Suite of Integration Tools- A toolkit that provides integration between many different contact center product platforms. Includes Database Gateway, Data Repository, Information Suite (a graphical RTD tool with integration to Confidential CCM), Enterprise Exchange CCM HDX client, Interlink (integration between IVR and CCM MLSM), Call Manager (provides call routing via integration to CCM MLSM) and Desktop Integrator which provides phoneset control from a client desktop along with screen-pop capability by way of embedded scripting engine using COM and VB Scripting.
• Envox CT-Connect- CTI software providing integration to Confidential Meridian Link.

TECHNICAL SKILLS:

Programming Languages and Tools: VBScript, SQL, SQL Server, PLSQL, Oracle, Visual Basic 6 and 2010 (including familiarity with ADO.net and ASP.net, C++), Microsoft Visual Studio, HTML, XML, CSS, JavaScript, .asp and several proprietary scripting languages, IIS, TCP/IP concepts and principles. Vast experience with Interactive Voice Response (IVR) and Computer Telephony Integration (CTI).

Operating Systems: Microsoft Windows Server 2008, 2003 and 2000, Windows 8, 7, Vista, XP and 2000, SCO UnixWare.

MS Products: Excel, Access, PowerPoint, Word, Visio, Project, Outlook, Lync, VBA, and SQL Server.

EXPERIENCE:

Confidential

Application Support Analyst

Responsibilities:

• Acting as a liaison between business resources and technical staff.
• Authoring software validation documentation including Product Requirements, Design Specifications and Technical Specifications.
• Creating test case scripts.
• Tier II support on Confidential SaaS products.
• Alpha testing of applications in development.
• Atlassian JIRA 4.x administration of users, workflows, schemes and system.
• Hyper-V virtual machine administration.

Confidential

Route driver

Responsibilities:

• Tasked with filling orders, loading of product onto trucks, delivery to customer and stocking machines and/or Avanti markets, revenue collection, controlling customer inventory, machine repair, and customer contact.
• Leader in customer experience and outcomes, focused on innovative products and solutions that create value.
• Delivering exceptional results in transforming the consumer experience through advanced analytics & insights.

Applications Support Engineer

Confidential

Responsibilities:

• Tasked with round the clock support including call recording, desktop applications, WFM. As a help desk escalated (tier II) resource, I used BMC Remedy to respond to and track issues to all supported environments.
• Application Development, Configuration, Enhancement and Upgrade
• Complex scripting as well as debugging and updating legacy VB code, desktop integration to CRMs.
• Modify scripting using VBScript, JavaScript and .asp pages.
• Worked on multiple projects simultaneously while adhering to strict HIPAA guidelines.
• Develop test plans and participate in user acceptance testing, performing regression testing as required.
• Author and maintain detailed documentation following establish QM policies.
• Create and record Change Management procedures.

Data and Systems Analyst

Confidential

Responsibilities:

• Analysis of data stored in open and proprietary databases using SQL, Toad, Access, Excel and SSMS.
• Consulted on needs of new and existing technologies.
• Serving southern New Jersey and its shore points since 1996. A full service company, handling all phases of landscaping and turf needs.

Landscape Technician Foreman

Confidential

Responsibilities:

• Landscape installation and design.
• Responsibilities included truck driver, pick-up and delivery of landscape product, labor required to install landscape as per design, customer contact and relationship management, supervise crews, maintenance of vehicles and machinery, irrigation and lighting systems installation and maintenance.
• Total solutions provider specializing in unified communications, voice and data technologies, contact center, network security, and traditional telephony.

Application Developer and Analyst

Confidential

Responsibilities:

• Worked both on site and as a ‘virtual presence’ to provide cradle-to-grave contact center consultation, design, development, implementation, support and training.
• Achievements include leading HP/ Confidential through their first implementation of Confidential ’s Contact Center Manager 6.0 and key involvement in two Confidential Innovators Award winning projects.
• Consulted with individuals and teams to transform the client’s business need or Scope of Work into an operational technical solution.
• Designed and documented solutions as a deliverable Functional Specification, advising the client of additionally required hardware or software components and assembling a Proof of Concept model as needed.
• Utilized Microsoft Word, Excel, PowerPoint and Visio to create the Functional Specification, including detailed call flow documentation.
• Developed a working solution from the Functional Specification utilizing the client’s contact center hardware and software.
• Worked closely with other teams to accomplish various integration tasks needed to implement standard three tiered architecture elements.
• Created source code in Visual Basic, VBScript and SQL, as well as manufacturers code creation tools.
• Performed installation of all required software modules including troubleshooting and resolving installation and integration issues or failures.
• Designed and documented a test plan to be used to validate successful functionality. Provided on-site cutover support to the project team. Created as-built, detailed documentation to the customer and project team.
• Diagnosed and resolved issues as they arose. Designed and executed moves, adds and changes. Worked with client’s server hosting team in validating software and hardware upgrades, patches and security updates. Maintained all documentation, keeping it current and accessibly archived.
• Designed and generated ad hoc and custom reports from data sources such as Sybase (SQL Server) database using report creation tools including SQL, Access, Excel, Brio and Crystal Reports.
• Provided end user and manager training in various venues including one-on-one, multiple attendants in classroom settings or using online collaborative tools and train-the-trainer sessions.

Confidential

Banquet Manager

Responsibilities:

• Oversaw operations of banquets and convention services departments generating $6,000,000 in annual revenue.
• Managed full-time staff of 22 and on call resources as business dictated.