Business Experience

Confidential

Senior Call Center Engineer

• Design and implement simple to enhanced call flows within Avaya Aura Elite Call Center Elite 6.3.
• Interact with different business teams to design, document and program call flows for new and existing clients.
• Collaborate with global peers to develop ongoing contact center standards and efficient call handling trees.
• Partner with peers in CWT business groups to ensure alignment of current and new technologies and how it can be used within the enterprise to reduce cost and improve productivity
• Program cloud routing solutions using the Verizon Enterprise -Toll Free Number Manager application.

Confidential

Development of smart medical products that provides home health management

Telecommunication Engineer III

• Evaluate legacy ACD configurations and recommend/implement industry standards and practices that provide efficient management of inbound call flows and agent staffing.
• Provided daily maintenance and troubleshooting of Avaya Communication Manager 14.
• Confidential
• Global Knowledge is an industry leader providing hands-on IT, business and enterprise training
• Avaya Trainer/Independent Contractor
• Perform classroom training for Avaya Aura Call Center Elite and Avaya Aura Communications Manger Administration.

Confidential

• Manage the decommissioning of specific servers using internal different asset management applications such as Remedy- PRIME, TAMS, EURC, WIRE and ITSM.
• Call Center Engineer Independent Contractor
• Leading global financial services firm with assets of 2 trillion and operations in more than 60 countries.
• Assist server governance team with evaluation of incomplete server record s . It was my responsibility to review submitted spreadsheet of servers and provide requested information for the North American locations. If the server is outside North America, It was my responsibility to contact and notify the EMEA or APAC staff of the incomplete record.

Confidential

• Call Center Consultant
• The global leader specializing in business travel management
• Development of design templates for new call deployments including Avaya Dial Plan configurations, ARS changes, SIP routing maps and UAT testing.
• Coordinate SIP call porting and conversions with carriers and local business units.
• Create SIP numbering and dialplan documentation based on business and IT requirements.
• Discovered, coordinated and tracked the removal/disconnection of multiple local and Long distance voice circuits throughout the United States facilities. I was able to discover 1.2 million dollars of annual savings for Carlson Wagonlit Travel.

Confidential

A Professional Employers organization that provides HR outsourcing services including payroll, health benefits and human capital management for small businesses.

Independent Consultant

• Train the local Operations and Workforce staff how to navigate CMS reporting application of CMS Supervisor and Terminal Emulation.
• Coordinated all CMS training with the different report writing tools: CMS Screen Painter and CMS Report Designer
• Developed a custom corporate reporting model for tracking Key Performance Indicators, Service Levels and all agent login activities.

Confidential

Provides global IT services, lifecycles IT solutions and IT staff augmentation services in US, UK and India.

Consultant/Call Center Engineer

• Provide consultant and tier 2/3 support acting as an AT T Professional Services specialist for American Express client.
• Assist the EMEA team with implementation, programming and final clean-up for projects in France and Italy.
• During the Mexico City earthquake, implement an alternative routing contingency that allowed sales staff the ability to receive inbound office calls at alternate locations.
• Audited America Express current Avaya switch login ID profiles and preformed modifications to confirm individual profiles adhered to corporate standardization.

Confidential

The global leader specializing in business travel management

Call Center Consultant Independent Contractor

• Develop and implement all phases of Avaya Contact Center call flows and routing for the HP / EDS Global Routing projects. Majority of job responsibility involved converting the Vancouver, Canada Nortel PBX to Avaya Convergence Communications Manager 4.1.
• Perform Contact Center task by rerouting all HP/EDS Americas inbound traffic to the Vancouver, Canada Hub. Some of the Carlson Wagonlit locations involved with the HP / EDS routing included St Louis, MO Buenos Aires, Argentina London, England Rzeszow, Poland and Gurgaon, India. The majority of traffic was routed via VLAN and VoIP trunking to reduce LD cost.
• Provided Carlson Wagonlit Telecom/Operations staff detailed Visio documentation for all new and modified call flows. The multiple page documentation included a high level of details that allowed staff to manage or troubleshooting the new Avaya contact center configuration.
• Develop procedures for User Acceptance Testing for all new Avaya contact center implementations and responsible for documenting and reporting results to individual business units.

Confidential

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

Call Center Specialist Independent Contractor

• 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 Avaya contact centers.
• Provide 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 a 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.

Call Center Technician Independent Contractor

• 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.

Confidential

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

Telecommunications Analyst Independent Contractor

• 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.

Confidential

Avaya Ten-time business partner of the year

Call Center Engineer

• 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.
• Assist with CMS upgrades and perform CMS administration and historical data migrations.
• Program Avaya vectoring to interface with Avaya Interaction Center IC , Genesys Suite and Contact Center Express CCE applications.