SUMMARY:

• A diligent IVR Product Specialist with a proven record of in securing vital data as well as designing and implementing database solutions that improve efficiency and positively affect the bottom line. Self - motivated, hard working individual possessing a broad spectrum of technical skills. Able to design, plan, and implement large-scale projects and provide support throughout the life of the project. Great Communication Skills. Strong ability to adapt to new procedures. Extensive IVR QA experience to include implementing new procedures that enhance the QA process.
• I have extensive IVR experience on multiple platforms on systems around the world. I have worked with some of the biggest and most advanced IVR systems. I have a strong Telco (CTI/ACD) background and bring a strong knowledge of PBX and SIP servers and multiple types of IP phones (Nortel, Polycom 330,331).
• My Apsect knowledge (3 years) is all with Confidential US and Australia, 3 Aspect servers (6.6/7.2/7.6). Ran the Aspect IVR call center and handled all day-to day operations of projects and faults with software and hardware. 24/7 support (daylight savings changes/on-call support). I have experience with hardware failure, reporting, setting up of new campaigns, disaster recovery, modifications to existing strategies for client needs (routing for maintenance and outages), adding new agent Aspect hardware and fixing existing periphonics and hardphone.

TECHNICAL SKILLS:

Software: Outlook, MS Power Point, MS Excel, MS Word, Access, Visio, PC Anywhere, .Net, Screen Capture, MS/DOS, BART, HERMES, Director, Hammer Workforce Management, Configuration Manager (CME), Active Directory (AD), CCPulse, Verint, Genesys Wizard, Interactive Routing Designer(IRD), Genesys Voice Portal(GVP), Context, SQL Management Studio, Vox Studio, Unified Messaging, MWI, Edify, Voxify, Genesys (7.5/7.6), Etalk, RightNow, Knowledgebase

Hardware: CTI/ACD, T1, ISDN, Avaya, PBX/SIP Servers, Aspect, Edify, Genesys, TCP/IP, Avaya, Nortel, Polycom (330,331), Cisco/Juniper Routers, WAN/LAN, Microsoft Servers (Gateway 2000,2003), Verint Servers

PROFESSIONAL EXPERIENCE:

Confidential

Senior CTI Engineer

Responsibilities:

• Configured, upgraded, maintained a full array of Genesys and Verint Products for multiple large civilian and government call centers in a overseas environment
• Oncall support at night on a rotating schedule for serious call center issues and outages
• Worked with multiple teams in different locations on the coordination of large scales projects such as new clients, new IVR builds for existing clients, and enhancing all already existing product services (email routing, disaster recovery)
• Worked on multiple Proprietary soft phone programs which were for specific client call center needs
• Received multiple client compliments for resolving issues for clients that were major impacts and exceeded time line expectations again and again
• Supported and maintained Avaya Routers and telephony products for both Avaya and Nortel

Confidential - Salt Lake City

Provisioning Team

Responsibilities:

• Provide 24/7 customer product and technical support at the highest level-Tier 3 support so I only worked on the most difficult and challenging concerns and requests
• Responsible for Maintaining, Configuration for multiple Verint and ETalk Recording Servers and Software for thousands of agents.
• Working with new clients with Call flow needs and limitations on their total call center needs.
• Responsible for Configuring a new call center for multiple clients from start to finish - (from hard or soft phones on SIP and PBX servers to GVP and IRD strategies for various call center needs)
• Deal with dozens of clients (Hartford Insurance Group, PepsiCo, Frontier Airlines, Outrigger) on several different setup configurations (PBX or SIP servers) ( Qfinti or CCPulse )( GVP 7.5/7.6,Intervoice )
• Required to think outside of the box for new types of requests that may fall outside of a call centers normal operating guidelines (adding surveys, upgrading clients to new hardware and software)
• Works on multiple projects at once and exceeds expectations continuously.

Confidential

IVR Programmer

Responsibilities:

• Advanced CTI experience. (Aspect Unified IP)
• Extensive multitasking and troubleshooting on IVR based system.
• QA experience. Extensive IVR testing knowledge.
• Responsible for all aspects of IVR from finance to reporting.
• On call 365 days a year-served as only IVR programmer with the company.
• Required to be creative for once off projects for multiple departments.
• Configuring and Maintaining 2 Hermes Servers, 3 Aspect Switches, 2 SIMS servers, Director server from software to hardware(T1 cards, Aspect phones/ headsets)
• Trunk Management (to include creating new canvases to show states)

Confidential

IVR Programmer

Responsibilities:

• Telecom and Voice systems experience. (Aspect Unified IP, Edify, and Genesys)
• Extensive multitasking and troubleshooting on IVR based system.
• Small team environment where work load will change on a daily basis.
• QA experience. Extensive IVR testing knowledge.
• Worked extensively with Edify and Genesys speech software (Configure and test the grammar for artist events).
• Proactively QA by listening to individual callers to make improvements for specific attributes of grammar.
• Largest Voice recognition system in the world with all states, cities, performers, and venues having to be recognized

Confidential

Loyalty Specialist

Responsibilities:

• Telecommunications Customer Service Specialist.
• Handle multiple situations and concerns for top 10% of cardholders.
• Task and team oriented.
• Self-motivating tasks for bonus incentives.
• Excellent communication skills.
• Premiere Conferencing -
• Product Specialist
• Support and maintain multiple hardware and software applications
• Effectively updating systems for efficiency.
• Handled multiple projects on a daily basis.
• Advice on hardware and software upgrades from self-motivated research.
• Managing large team of audio and software engineers.
• Handled all vendor relations for many Fortune 500 companies (IBM, HP, Goldman Sachs).