Business Experience

Confidential,

                    The global leader specializing in business travel management

6/2009-3/2010     Call Center Consultant                                                                            Plymouth, MN
· Develop and implement for all phases of call flow and routing for the HP / EDS Global Routing project.
· Contact Center engineering tasks involved the following Carlson Wagonlit Travel sites – Plymouth, MN “Hub”;
Vancouver, Canada; St Louis, MO; Buenos Aires, Argentina; London, England; Rzeszow, Poland; and Gurgaon, India
· Provide the company IT team detailed documented call flows for troubleshooting new contact center
deployments:
· Develop procedures for User Acceptance Testing with all new Contact center implementations and responsible
for documenting and reporting results to individual business units:
· Interface with Carlson Wagonlit Travel IT staff, client management personnel, Work Force staff and local
business units to coordinate the development of all new contact center deployments.

Confidential,
The Leading provider of global Internet search engine and associated Internet products

5/2008-6/2009     Call Center Specialist                                                                               Mountain View, CA
        Development of design templates for new call deployments including, but not limited to Avaya
Expert Agent Selection/Automatic Call Center configurations, call flow templates, testing checklist and documentation
      · Gather requirements and provide best business practices for business teams requesting enhancement or build
outs for new contact centers.
        · Provided recommendations for Global Unified contact centers solutions to meet different call handling
requirements for multiple business teams.
      · Escalation point for contact center issues.  Resolutions were achieved by using previous experiences,
manufactures tools, coordinate vendor resources and work with in-house IT staff.
        · Performed supporting role for UAT testing of an AVP application that handles 25% of all inbound call
volume.
        · Provide training and support for all functions of the Avaya CMS application.  Also provide in-depth training
on how to interpret CMS standard / custom reports to track call center metrics and provide end-users another level of contact center monitoring.

Confidential,
Provider of Toyota and Lexus vehicles and dealership products for South Eastern United States.

2/2007-5/2008     Call Center Technician                                                                             Deerfield Beach, FL
      · Provide recommendations for existing ACD configurations that enhanced call flows and improved KPI
indicators.
      · Performed MAC activity for Avaya TDM/VOIP telephones, Modular Messaging and CMS administration.
        · Develop procedures documentations for CMS HA Recovery, Holiday announcements, VIV functionality and
provide backend support for Noble Systems predictive dialers
        · Develop training guides to assist with the unique configurations used for monitoring and reporting of
 business activities

Confidential,
Leading provider of customer-focused IT and communications solutions for the global market.

5/2007-12/2007   Telecommunications Analyst                                                                   Saint Louis, MO
        · Provide recommendations for existing ACD configurations that enhanced call flows and improved KPI
indicators.
      · Performed MAC activity for Avaya telephones, Audix Voice Mail and CMS administration.
        · Evaluate, consult and gather vendor pricing for disaster contingency plans to the major ACD groups
located at the Saint Louis campus
        · Develop enhanced training guides for monitoring and reporting of business call handling activities.
Confidential,
               Avaya Seven-time business partner of the year

2005-2007           Call Center Engineer                                                                                Fort Lauderdale, FL
        · Provide professional services for call center programming, call flow recommendations, Call
Management System Administration and Custom Report writing for Avaya Call Center 3.1/Call Management System 13.
        · Evaluate individual company call flows and provide recommendations that utilize new Avaya features.
      · Review client’s legacy ACD configurations and provide recommendations on how to accurately measure call
activities with the Avaya Call Management System (CMS) reporting application.
        · Provide customized training on Avaya Call Management System and CMS Supervisors applications.
        · Assist with CMS upgrades and perform CMS administration and historical data migrations.
        · Provide administration, maintenance and training with Avaya CMS High Availability software.
        · Program Avaya vectoring to interface with Avaya Interaction Center (IC), Genesys Suite and
Contact Center Express (CCE) applications.

Confidential,
A leading provider of customer interactions solutions for market leaders in communications, financial services, insurance, healthcare logistics and travel.

1995-2005CMS AdministratorCedar Rapids. IA
        · Assess and program ACD configuration to meet client functionality and APAC corporate reporting
requirements on Avaya G3r/S8700 PBX.
        · Administrate and network multiple Call Management Systems used for invoicing $300 million annual
revenue which includes server uptime of 99.9%.
        · Evaluate requests for new custom reports and implement per corporate reporting requirements.
      · Manipulate and troubleshoot Unix - FTP and clint scripts used to interface that provide real-time and
historical data dumps to different data mart and workforce applications.
        · Manage installation of IEX, TCS, eWFM, Genesys and Geotel/ICM interfaces on Avaya CMS and PBX
servers.
        · Evaluate and monitor system performance for Avaya CMS and Conversant Unix servers.
        · Provide technical knowledge base to clients regarding LD network services for AT&T, MCI, Ameritech and
Qwest.
        · Develop a configuration structure to provide a mirror image on a multi-vendor environment which
includes Aspect, Avaya, Nortel and Rockwell ACD platforms.
        · Provide in depth training and daily support of Call Management System Supervisor application and
reporting tools.
        · Established billing process that tracks telecom hardware and staff resources.
        · Provide technical expertise of MAPD, CMS, CTI-Quintus, CTConnect, and Conversant IVR.
        · Develop training curriculum for navigating, monitoring and reporting the Avaya Call Management
System.

Confidential,
National software developer of call accounting and telemanagement applications.

1994-1995           Technical Specialist                                                                                   Seattle, WA
        · Provide technical assistance to clients for all IntegraTRAK products.
        · Managed client trouble ticket(s), provide a software resolution and measure ticketing process.
        · Analyzed customers’ application requirements for PC hardware and software.
        · Provide client notification of updated rate tables and new software upgrades.

Confidential,

1992-1994           Telecommunications Officer                                                                    Seattle, WA
        · Assessed and prioritized client need for reconfiguring and upgrading of communications systems.
        · Managed and planned to budgetary standards while achieving project deadlines.
        · Assigned contractor support by department request according to rates and technical abilities.
        · Controlled surplus equipment inventory, optimizing for storage versus resale value.
        · Served as liaison coordinating information flow between clients and OEM representatives for
Norstar, SL-1, DMS-100, frame relay, Audichron, cellular, and paging.
 
Confidential,
Data processing firm that provided support for company banking subsidiaries in Washington, Oregon, Alaska, Idaho and Arizona.

1991-1992         Telecommunications Analyst                                                                   Seattle, WA
        · Managed the training, installations and daily activities for all enterprise Automatic Call Distribution groups.
      · Team player with seven co-workers on one-year project converting 11,500 voice lines to DMS-100 centrex.
      · Coordinated telecommunications repairs and upgrades to further maximizing customer satisfaction.
      · Maintained and scheduled customer support with the following systems: VMX; DMS-100; 1A2;
Dictaphone; Audichron; MCI and AT&T WATS services; DEES; headsets; TTY/TTD; and automated response units.

EDUCATION

1985-1991                                                                                                              
                                                Industrial Electricity I, II, III
                                                Heating, Ventilation and Air Conditioning
                                                IV Class Boiler License
1991-1992                                                                                                              
                                                Basic Electronics
                                                Circuitry Fundamentals
                                                Digit Circuitry
                                                Cellular/Wireless Communications
1978-1982                                                                                                              
                                                Major - Graphic Engineering, Graphic Design.

HANDS-ON EXPERIENCE
                · Avaya Definity ECS G3r, with EAS, BSR, LAI, VIV, VRT, and Call Vectoring
                · Avaya IP Softphone 5.0
                · Avaya IP Agent 7.0
                · Avaya Communication Manager 2.2, 3.0, 3.1 and 4.0
                · Avaya Definity BCMS/BCMRVu Reporting
                · Avaya Contact Center Elite
                · Avaya Modular Messaging- Basic Subscriber Administration
                · Avaya Application Enablement Server AES), ASAI LanGateway and MAPD Administration
            · Avaya Conversant 6.0 Script Builder
                · Avaya Site Administration/Definity Site Administration
                · Avaya S8300 and S8700 Media Servers
                · Avaya G650/G700 Media Gateways
                · Audix Rel. 5
                · E1/T1 Basics
            · AT&T and MCI Enhanced network products
            · Avaya CMS High Availability software
                · Avaya CMS Supervisor 15
                · Avaya VAL/VAM Manager
                · Microsoft Office 2007 including Visio and PowerPoint
                · Unix experience with FTP, VI Editor and basic script troubleshooting
                · IP Telephony Basics
                · NICE (release 3) Application Administration
                · CMS Custom Reports – Report Designer and Script Painter