Application Integration Specialist Resume Framingham, MA - Hire IT People

SUMMARY

Extensive experience providing CTI sales support, solution delivery, project management and integrated services, including maintenance and technical management positions in highly competitive, diversified, and agile organizations.
Offer vast experience managing, implementing and installing enterprise - wide contact center applications and hardware and remote access tools.
Recognized as a call center applications suite consultant and project manager who understands IT Security, Genesys CTI, Rockwell Spectrum, Avaya Definity, WinSCP, Kazimir, Oracle SQL Developer, and Microsoft products.

PROFESSIONAL EXPERIENCE

Confidential, Framingham, MA

Application Integration Specialist

Responsibilities:

Reduced call delivery time by 20% by investigating and evluating test emerging technologies.
Brough Lifeline to compliance with new FDA requirement by participating in architectural design.
Reduced trouble tickets by 30% by providing advanced systems diagnosis and problem resolution for every component of the life-critical application infrastructure for the entire CTI environment including Genesys by identifying issue trends enabling
Provide detailed call analysis to Lifeline legal using Oracle SQL Developer and CTI logs for calls with severe customer issues.
Monitor and alert components faults.
Configuring, patching, and maintaining Unix servers and Genesys and custom applications.
Provide periodic trend analysis reports on the health of the infrastructure.

Confidential, Boston, MA

Senior Systems Engineer

Responsibilities:

Project managed upgrade from 25 year old Avaya Definity PBX to CISCO VOIP PBX and provided company wide training on the new system to 60 call center agents and over 250 employees worlwide.
Maintained, supported and upgraded all Genesys software in a 7.5/7.6 environment including testing and documenting upgrades in a test/production environment.
Provided feedback on cost savings, improving customer satisfaction and efficiency strategies on better routing based on business requirements by providing proactive architecture review and analysis.
Developed clear and logical work plans and delivered on time and on budget.
Partnered with internal and external teams to provide solutions to mitigate identified short- and long-term issues. Identify, document, and communicate business issues to all vested parties.

Confidential, Cleveland, OH

Advisory Project Manager (PM)

Responsibilities:

Assisted in migrating nearly 5,000 non-SINE users off Aventail to the Hummingbird SSL product helping to mitigate the legal exposure.
Responded to +37,000 requests for technical assistance and personally closed +200 ManageNow trouble tickets.
Assisted in the integration of 30,000 new IBM personnel in a 1-month period. Created Help Desk documentation in 4 days for the new VS Client VPN to be used by worldwide help desks.
Migrated non-US SINE users to US ID’s enabling the recovery of over $80,000 in uncollected charges.
Identified and fixed gap in SINE billing process resulting in the ability to properly collect $150,000 in unpaid charges. Through this process, identified an error in the billing database that resulted in 2,500 people not being properly billed for 3 months. This resulted in the recovery of approximately $65,000.
Managed migration from RSA Key Fob authentication to digital certificate authentication resulting in a cost savings of approximately $200,000 for the SINE service. Completed the project on time and on budget.
Managed authentication method for SINE from digital certificates to IBM Intranet ID/Password (IIP). Migrated over 10,000 users to the new authentication method and reduced the SINE population by 60% creating a savings of over $250,000. Moved 15,000 users to an alternate, less expensive remote access tool saving over $125,000; a 34% cost reduction. Completed the project on time and on budget.
Managed remote access (AT&T Network Client) for the sale of IBM PC division to Lenovo for almost 9,500 users worldwide in over 70 countries. The project was completed in full compliance with all legal agreements. All deadlines were met or exceeded.
Received IGA Pulling Together Medal for PM role on the Ethernet Migration Project, which achieved the goal of reducing/eliminating RIT adapter theft one month early. Project was managed 25% under budget saving nearly $300,000 dollars. Labor was managed to only 60% of the projected budget saving over $350,000.
Received Thank You award for assisting IBM Wireless in resolving issues with the acquisition of digital certificates for authentication purposes.

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Application Integration Specialist Resume

Framingham, MA

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