SUMMARY

• Business Analyst: Requirements, specifications, gathering and documentation. Solid
• understanding of process improvement, planning, design, testing, research and development. Scripting and redesigning for current and future state, Call Flow/Business Process Flow
• Hardware/Software: Large Scale IPT, Cisco Unified Communications (UC, CUCM), Avaya Blue/Red, Nortel Options 11, 61, 81c, Legacy, Microsoft Lync, ASPECT, Siemens/Rolm, T1, T3, PRI, CTI, IVR Call Manager Administrator Interface, NEC SV8100/SV8300 CCIsoIP Peer to Peer, SIP, QoS & MPLS, CS1000, Data Warehousing
• MAC, Technical Support, Routing Requests, Recording Announcements

TECHNICAL SKILLS

Service Management: ITIL, ITSM, Reflections, POS

Microsoft: Sharepoint, Word, Visio, PowerPoint, Access, Excel, Project, Explorer, Outlook, Publisher, Windows Server 2008, SQL

IBM: Lotus Notes, Cognos Automation and Data Integration

TechSmith: Snag - It Windows XP, NT, 7, 8, Vista Snipping

Methodologies: Enterprise Architecture, (SDLC) Software Development Life Cycle, Information

Modular/Voice Messaging: Audix, Aria, Unity, Cisco Call Pilot 100 & 150, Meridian Mail

Recording Methodologies: Nice

Reporting Methodologies: Symposium, Exony, Cognos, Avaya Aura Call Center Elite

Configuration and Installation: Installing, maintenance, troubleshooting, Punch downs/cross connects, Router/Servers H323

Ticketing Tools: HPSM, Remedy, Track IT, Snipping

PROFESSIONAL EXPERIENCE

Confidential, Englewood, CO

Avaya Business/Technical Analyst

Responsibilities:

• Handling documentation for the KnowIT database for the entire IT Telecom Department
• Working Routing Requests from Business Units updating changes to the Call Routing Vectors, VDNs and Announcements database in Avaya Switch
• Working Trouble tickets within BCM Remedy Ticketing Software
• Switch Consolidation Clean up for the upcoming Time Warner/Comcast merger
• Scheduling and Presenting meetings within and for Telecom Department for information pertaining to current switch cleanup and documentation
• Avaya VoIP Technical Support for MAC work as needed
• Working with SQL Server for query reporting in each Avaya Switch in all Regions

Systems Business Analyst Consultant/Work at Will

Confidential Nashville, TN

Responsibilities:

• Consulting and assist IT in the migration of IPT clients looking to upgrade their current platform using Gap Analysis and Use Cases to determine Current/Future State of platforms
• Install (CTI) Computer Telephony Integration for desk phone, CuciLync, video conferencing, mobile phones
• PBX/VoIP Technical Support, MAC work as needed
• Working with Microsoft SQL Server Central/Pro for data management
• Using Data Warehousing Concepts for reporting and data analysis to store current and historical data creating trends reports for senior management and data modeling processes

IT Network Infrastructure Systems Business Analyst/TEKsystems

Confidential, IL

Responsibilities:

• Provide a structured and standardized process for all phases of any system development effort. System planning and concept development to acquisition and requirements definition, design, integration and testing, deployment and acceptance though deployment and production and finally to system retirement
• Outline current communication status, and gather appropriate information via site survey to implement needs, such as CTI in for the Business Units
• Manage Contact Centers/Hubs and Spoke sites exporting database information from Avaya to Cisco UC
• Determine if a group needs to be moved off the Contact Centers onto a Hub or Spoke site
• Install and manage (CTI) Computer Telephony Integration for desk phone, CuciLync, video conferencing, mobile phones and faxes
• Utilize CRM to manage detailed daily reporting on migration and implementation
• Utilize ITIL set practices for IT Service Management in the network infrastructure in covering the lifecycle stage from the end of life for Avaya/Legacy and the deployment of the UC migration time table
• Develop and apply systems tools, processes, and business analysis, as well as assign responsibilities to perform daily activities
• Work with Microsoft SQL Server Central/Pro for data management and data modeling
• Use Data Warehousing Concepts for reporting and data analysis to store current and historical data creating trends reports for senior management and data modeling processes
• Develop Gap Analysis and Used Cases for Current and Future State
• Create and maintain crucial documentation for migration: Project Charter, (DOU)
• Documentation of Understanding, Implementation Approval Package, Requirements Approval Package, Consolidated Design Approval Package, Service Transition Strategy,
• Transition Requirements, Transition Support Plan, Validation Approval Package, Transition Support Plan, Closing Approval Package

Tools Used: Excel, Visio, SharePoint, DB2 for QMF for Websphere v8, Lotus Notes, HPSM, Cognos, Tyler 7 "Client Sever Software System" to manage and administer Avaya Voice Switches, ITIL Service Now, Snipping, Windows Server 2008, SQL, Data Warehousing

IT Systems Business Analyst/TEKsystems

Confidential, IL

Responsibilities:

• Technical and Business Call Flow design for all Business Partners to control how calls are routed within Contact Centers, Hubs and Spoke sites for State Farm nation wide
• Create (ADD) Application Design Document for each Business Group
• Create (BP) Business Process Flow for Business Group
• Approve all Change Management requests for crucial configurations, testing and implementation

Tools Experience: Excel, Visio, SharePoint, DB2 for QMF for Websphere v8, Lotus Notes, HPSM, Cognos, Tyler 7" Client Sever Software System" to manage and administer Avaya Voice Switches, Windows Server 8, SQL, Data Warehousing

IT Technical Support

Black Box Network Services, Nashville, TN

Responsibilities:

• Project Management, team lead with decommissioning of HP/EDS sites
• Manage HPSM ticket bucket: Assigning tickets out to the workgroups US and PR, MX,
• BR, and ASIA.IPT migration from PBX to VOIP
• Integrating Cisco H.323/Unity SIP, QoS & MPLS
• Remote dial up technical support for customers across the continental US and PR
• Moves, Adds and Changes within the Nortel PBX
• Systems Administration for Octel 350 Voice Mail
• Systems Administration for Aria 250 Voice Mail
• Systems Administration for Merlin Magic Integrated Systems
• Systems Administration for Meridian Mail
• Systems Administration for Call Pilot
• Create Gap Analysis and Use Cases
• Successfully manage projects of various sizes and technical complexity
• Hardware and software administration on ASPECT, Avaya, Nortel, Meridian Mail, Symposium and OTM.
• 24x7x365 Sev Level 1 Technician
• "On call" for all Telephony issues
• Adherence to SLA with in-house clients
• Installation of PRI cards into the Super loop, Trunking and T1s
• Installed fiber optic cabling to transmit data more quickly and over longer distance
• Test dialing and monitor all servers and IVRs for system functionality
• Cross connections, punch downs and wiring
• Implement and maintain Call Center Application such as CMS, Avaya Site Administration, Track IT
• Full involvement with test and turn ups, upgrades and patches
• Maintain telecom site documentation and reports

Tools Used: Track IT, Microsoft Office, Punch downs/Cross Connects set, Avaya Aura Call Center Elite

ASPECT Epro/Concerto Dialer Administrator

Confidential

Responsibilities:

• Dialer Administrator responsible for Maintaining Dialer operations for all customers
• Analyze Test Dialing for accuracy and dialing pacing
• Import and Export daily dbase information and files as needed
• Monitor system functionality for maintaining thresholds and capacity on hardware
• Verify delivery of down loaded files for all jobs, via campaign generator/files
• Run and deliver reports as needed to the business units

Tools Used: Microsoft Office, Punch downs/Cross Connects set

Telecommunications Consultant

Confidential, San Rafael, CA

Responsibilities:

• Project Team Lead/Manager for the implementation of Call Center upgrades, solutions and installations to our clients
• Installed coax or fiber optic cabling depending on clients needs, budget, flexibility, capacity and usage
• Analysis and design of procedures to maximize Call Center performance and profitability
• Cisco deployment to Contact Centers Clients
• Assist in the migration of IPT clients looking to upgrade their current platform using Gap Analysis and Use Cases to determine Current/Future State of platforms
• Lead consultant for Call Center operation and management
• Certified on ASPECT/Siemens Rolm Systems as a Technical Analyst II
• Coordinate the re-routing of all traffic back to back to San Francisco
• Technical ASPECT FTE for the Help Desk, after each relocation.
• Perform cross connections and punch downs from IDF/MDF to workstation ports
• Performed EMML 9600 System Administrator, Moves, Adds and Changes on Siemens Model 30 and 80
• Handling 33% of all trouble tickets and resolved them and within Service Level
• Agreement mandated with all Business Units
• Document all completed assignments in Remedy software
• Provide reports and complete requests for new service on a daily basis
• Equipment used on a daily basis included: All ASPECT hardware and software bundles,
• Siemens/Rolm/ Avaya PBX hardware and software bundles, current and new releases of Microsoft software bundles

Tools Used: Reflections software for ACD systems maintenance, Microsoft Office, Punch downs/Cross Connects set, Remedy software for reporting, dispatching, working and maintaining and closing trouble tickets

ACD/PBX Telecom Voice Analyst/Call Center Manager ASPECT/Lucent Platform

Confidential, Round Rock, TX

Responsibilities:

• Project Manager for large scale migration of the IPT from ASPECT to Lucent Platform
• Manage 28 agents and handled hiring process
• Responsible for payroll for both permanent and contract agents and established and organized work schedule, which included ensuring adequate coverage of call center operations
• Attend and conducted Change Management/Developers meetings.
• Assist Call Center Management with strategic planning for increased high call volume and departmental growth
• Manage, train and mentored agents by monitoring, coaching and providing feedback.
• Conduct and attend weekly quality assurance meetings with agents and superiors.
• Monitor call volume and call response time to ensure calls were handled within the Service Level Agreement
• Prepare and maintain various daily, weekly, and monthly ACD reports; monitor and analyze call center performance statistics; prepare assessments for management
• Build (CCT's), Call Control Tables Trunks, Agent, and User Groups into the current ASPECT Release 6.0, 7.0 and 8.0 switches.
• Manage Voice Mail Disk Utilization and maintain a 70% maximum threshold, so there were no failures, involving 11 switches, serving over 15,000 agents and business partners
• Monitor all incoming calls and trunk utilization daily to make sure all trunks were online and activated
• Trouble shoot and close 33% of all ASPECT trouble tickets
• Responsible for updating all ASPECT switches with New Area Codes as needed
• Manage and maintain Dell's Toll Free DNIS Database, which was over 2500 toll free numbers.
• Conduct numerous ACC Resyncs and On-line Resyncs with ASPECT/COSC, and coordinate with MCI Account Representative to move toll free traffic to the MCI cloud
• Supervise the Help Desk after relocation of Call Center Agents
• Equipment, software and systems used on a daily basis were: All Dell PCs, laptops, and severs, all ASPECT hardware and software bundles, Meridian/Nortel PBX hardware and software bundles, Lucent/Geotel/Avaya hardware and software bundles, current and new releases of Microsoft software bundles.

Tools Used: Utilized Reflections terminal emulation software for ACD systems maintenance, Microsoft Office, Remedy software for reporting, dispatching, working and maintaining and closing trouble tickets. CustomView/Mgmt. Suite