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Cisco Application Engineer Resume Profile

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NY

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Professional Profile

Dedicated business leader with over 16 years of technical management,call center operations, people and project management experience. Results oriented with consistent record of exceeding standards and expectations. Highly organized, self-starter, with outstanding problem solving and leadership abilities.Seeking a position in which I can help an organization grow.

Technical Summary

  • Cisco UCCE Unified Contact Center Enterprise
  • Call Center Analysis
  • Cisco UCCX Unified Contact Center Express
  • ICM Intelligent Contact Management Architecture
  • CRM Customer Relationship Management Architecture
  • CTI Computer Telephony Integration Architecture
  • CRM Project Management
  • Avaya CMS Call Management System , CentreVu
  • Toll Free Advanced Routing
  • Avaya BSR Best Services Routing
  • CompTIA A Hardware/Software Certification
  • Avaya Definity Site Administration
  • MCP Microsoft Certified Professional Certification
  • AT T Route It Software
  • Cisco UCCX Certification 642-145
  • MS Office Suite including MS Visio and Project

Professional Experience

Confidential

Cisco Application Engineer

  • Made recommendations to clients to meet their business needs and then performed deployment based on those needs following Cisco Best Practices for UCCE Unified Contact Center Enterprise and UCCX Unified Contact Center Express .
  • Proactively analyzed project contracts and worked with customer to determine if all needs were met by sales contract to provide project manager status to quickly identify any issues early on to keep project on target. Managed project scope to ensure ultimate success. Improved customer satisfaction from 70 to 90 and reduced escalations when compared to contracts not analyzed.

Cisco Support Engineer

Confidential

  • Ensured trouble tickets were handled and a resolution was sought in a timely manner. Reviewed customer requested changes and determined the best way for the customer to achieve their end result based on cost and customer satisfaction.
  • Managed ticket system to ensure no tickets became stale.Reviewed all open tickets on team and prioritized based on vulnerability to customer and activity on ticket. Then followed up on highly vulnerable tickets on a regular basis until ticket could be closed.
  • Discussed customer requested changes andwrote a MOP method of procedure details steps for change . Reviewed with customer to ensure their goals met and then scheduled a time to have the change deployed based on customer's request.

Confidential

  • Project managed upgrades for Cisco UCCE using Cisco Best Practices to perform both soft upgrades and ground-up upgrades. This included determining equipment needed, writing business cases, ordering equipment, placing telco orders, and deploying equipment from rack and stack to software install and managing the timeline and reporting back to AT T Executives detailed status and success rate. Performed two major upgrades meeting all target dates and a 100 project success rate.
  • Assumed responsibility for two vendor locations with performance issues. Proposed and implemented technical and process changes to correct issues and increased performance by 55 .
  • Deployed the capability to perform crucial development testing. Designed and implemented application to automate testing. Reduced error rate by 53 .
  • Managed over 200 ICM Scripts, over 3000 Toll Free Numbers, over 15,000 VDNs Vector Directory Numbers .Managed the ICM Domain, including abiding by company policies using Active Directory Policies, maintaining security updates, and managing the anti-virus software. Reported back to AT T Corporate security status of security updates and submitted business cases for exceptions based on Cisco Best Practices for the Cisco ICM System.
  • Recommended and oversaw the moving of all routing data to a Web based system. The Web based automated ticket system increased communication of issues by 95 , reduced missed and forgotten tickets from 40 to 1 , and increased speed of resolution by 62 . The movement of project data increased communication and accessibility of old project data by 70 . The excel import created for the routing design team reduced the time to write the project summaries by over 80 .

CS S Vendor Manager

Confidential

  • Managed and ran daily meetings with the vendors to ensure that daily operations ran smoothly. Ensured that all troubles reported were cared for quickly and appropriately. Managed installation of software and hardware into new vendor sites.Manage the daily operations to ensure that the appropriate agent is answering all calls and that capacity is met for both the Trunks and Estimated Wait Time ports to the PBX. Analyzed traffic patterns to increase capacity, and upgraded to current versions.
  • Eliminated missed target dates and incorrect information being provided by outsource vendors, as well as increasing the speed of needed project information from vendors by over 40 and reducing the return rate of poor or incomplete information by over 90 . This eliminated the tension and frustration in the relationship between the internal AT T Routing team and the Vendors creating a healthy team environment. Created a documented process, automation, and provided training reducing error rate in outsource vendor projects by 72 and increased satisfaction in the relationship between Routing Team and Vendors by 80 .

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