Workforce Analyst and Systems Analyst Resume NY - Hire IT People

SUMMARY:

Highly qualified and extensively trained professional with extensive experience enhancing telecom operations across enterprise. Solutions - oriented individual with notable success directing a broad range of business initiatives while participating in planning and implementation of Cisco systems solutions in direct support of targeted objectives.
Expert in collaborating with customer business leaders to identify requirements and designing and presenting solutions. Skilled in aligning end-user needs with long-term resolutions to complex IT challenges. Track record of success developing, deploying and evaluating systems aimed at improving quality and efficiency.
Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

TECHNICAL SKILLS:

Programs: Microsoft (PowerPoint, Outlook, Word and Excel), Visio and Internet Explorer, Vimas, Track It, Siebel 99, Siebel Analytics

Reporting Tool: Aspect Director, Seagate Info Server, Nortel Symposium, Avaya CMS Supervisor, Oracle Business Intelligence, DARWeb

Workforce Software: eCalabrio, Blue Pumpkin Forecasting and Scheduling, TASKE Contact, NICE

Phone Systems: Nortel/Contact Center Manager, Siemens, Avaya CM 4/Site Administrator, Cisco IP Phone

Equipment & Software: Avaya S8700 with Communication Manager, 650 Media Gateways and AES server

PROFESSIONAL EXPERIENCE:

Confidential, NY

Workforce Analyst and Systems Analyst

Responsibilities:

Staff Management: Collaborate with management team to uphold service levels improve current operation and develop recommendations based on intraday staffing.
Operations Management: Maintain efficient operation by coordinating duties including report management, standard and exception forecasting for internal and vendor-contracted resources,
Report Preparation: Administer assessment and creation of ad-hoc reports on Interval Data, Operations and CSL performance, trend and forecast analyses (Operation Daily and Future Forecast Reports) with WFM Director.
Process Improvement. Conduct organizational studies and evaluations, design systems and procedures and conduct work simplification with measurement studies

Confidential, NY

Avaya System Administrator

Responsibilities:

Phone System Administration: Proficient in operating and troubleshooting Avaya Systems including Avaya CM 4, Avaya CMS Supervisor 14, Avaya IP Softphone, Avaya Servers s8700, and Media Gateway g650.
Problem Resolution: Maintained efficient operation by providing viable solution and changes in phone systems, creating new way of communication (voice to email or text), and processing all type of requests.
Operation Management: Maintained continuity and efficiency of operation by resolving staffing issues, hiring new call center agents, improving existing database, and collaborating with IT Network team on various Technical issues and monitoring Avaya Server.

Confidential, NY

Workforce Analyst

Responsibilities:

Report Preparation: Managed development of various reports including ad-hoc reports, call center and employee performance reports, and staff volume variance reports.
Staff Management: Improved business processes by managing and controlling scheduling and staffing using leading workforce and call center tools such as Siemens and eCalabrio.
Process Improvement: Enhanced administration of resource within call center during peak seasonal periods through establishing and implementing overtime assignment tracking and reporting process.

Confidential, NY

Operations and Workforce Analyst

Responsibilities:

Report Preparation: Prepared numerous reports such as ad-hoc reports (daily, weekly and monthly data), call center and employee performance reports, and staff volume variance reports. Assessed ad-hoc reports on Interval Data, Operations and CCR performance, trend and forecast analyses with 311 Executive Director.
Scheduling: Created and controlled scheduling and staffing using leading workforce and call center tools such as Nortel CCMA6 and Blue Pumpkin.

Confidential, NY

Control Desk Supervisor - Client Services

Responsibilities:

Reporting and Documentation: Produced standard, recurring and ad hoc department reports; analyzed statistical data, summarized and updated statistical reports for executive,
Efficiency & Quality Improvements: monitored agent calls to rate quality levels and used for Monthly Incentive Programs. Provided feedback to representative as appropriate.
Operations Management: Monitored off-hour/overflow voice mailbox, tracked volume, generated tickets and determined which department should receive ticket and ensures appropriate response. Ensured proper call flow and moving calls through monitoring the ACD queues.