Field Support Engineer - Field Engineer Resume - Hire IT People

SUMMARY:

18 years of telecommunications technical experience within contact centers ranging from taking front line calls, managing a call center, administering a call center, call center field service engineer to my current position as a contact center consultant.
Work with the telecommunications team to implement strategic solutions for a growing financial institution’s technology platforms
Work with business partners and business analysts to translate business requirements into technical solutions.
Work with vendors and technology peers to design, document and implement technology solutions.
Provide hands on technical support to business customers for all telecommunications systems.
Perform complex tasks relating to Contact Center operations, installation, and maintenance of existing voice and data network systems.
Work with resources from other IT groups to maintain and expand current service levels.
Work independently with business customers to capture requirement and deploy solutions in existing Contact Center Telephony systems
Work with Avaya Aura Elite ACD Call Center, Avaya Aura Elite CM 6.3, CMS, N - Focus+, Business Advocate, Contact Analyzer, Avaya One X Agent, Avaya One X Communicator, Avaya Call Recording, Avaya Workforce Optimization
Work with Aspect ACD 9.3, Aspect System Management Suite, Aspect Architect, Aspect IPNIQ Broker, Aspect Winset, Aspect Uniphi Connect, Aspect ePro, Aspect Quality Management, Aspect Real Time, Crystal Enterprise 10 and Business Objects 11 - Historical and Real Time canvas reporting

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Avaya Contact Center Consultant

Responsibilities:

Complete Avaya Aura Elite call flow design - advanced vectoring, VDN variables, skill-based routing - implementation and maintenance for a 1000 agent seat multi-site call center with an additional 20 remote agents
Meet with leaders, explain technology, gather requirements, create call flow documentation and drawings, build the routing and call flows, test call routing, deliver the call flows to the customers, complete user acceptance testing, support go live as well as any follow up questions, issues and changes
Implement contact center, configured, tested and complete 3rd, 2nd, 1st level of support
Manage group tickets and work orders, small to medium projects for staff of 5 including direct reports. Determine work load, assign and update VP and internal customer of work flows and due dates
Maintain 100% 15 minute SLA to resolution on Incidents\Outages, 24 hour SLA on small requests, 10 business day SLA for medium requests. Simultaneously managing multiple projects of 80 hours, day to day and incidents and assist in establishing departmental process and procedures
Trained 800 agents and managers on the use of the new phones and One X Agent

Telecom Developer

Confidential

Responsibilities:

Completed All areas of multi-call center Aspect ACD call routing development
Supported Aspect ACD platform - 3rd, 2nd, 1st Tier
Managed inbound queue projects directly working with business leaders
Managed hardware and software projects working directly with vendors and internal infrastructure staff
Trained all call center staff and end users on phone usage

Confidential, Charlotte, NC

Field Support Engineer

Responsibilities:

Promoted to Advanced Field Support Engineer
Completed installation, configuration, maintenance and troubleshooting of call centers, moves, adds and changes,
Worked with end users, call center managers, decision makers, project managers, implementers and halp desk
Worked with carriers and vendors. Installation and troubleshot LD\local\POTS\tie lines
Provided 24x7 Mission Critical for the Wachovia Corporation Headquarters and Customer Information Center
Played a key role in account management of Wachovia Corporation as a key contact for customer, remote CSE’s, account analyst, inside sales, PM’s, SAM and DM for Wachovia Corporation
Managed myself as a remote employee with no supervision. Responsible for field support of Aspect Call Center ACD hardware and software and IP Products
Managed and completed 12 extensive and high profile hardware/software upgrades and projects
Received 2005 Customer Excellence Aspect Wall of Fame Recipient. Nominated by Wachovia
Decreased hardware depot by 70%

Confidential, Charlotte, NC

Telephony Administrator - Voice Systems Administration

Responsibilities:

Administered an Aspect release 7 and Lucent Definity environment in a @450 seat call center
Configured and\or repaired all facets of call routing and agent administration
Completed Management Aptitude Testing - One of 450 Selected for management team
Implemented and ran reports for the call center, billing and vendor relations
Decreased telecom expense by 20% by eliminating under-utilized circuits and equipment

We provide IT Staff Augmentation Services!

Field Support Engineer - Field Engineer Resume

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship