SUMMARY:

• 16 years as System Engineer/Developer for Confidential 5.0 - 8.1 CIM ACD multi-tenant platforms supporting over 6000 agents and 33 tenants
• Developed and Implemented 3 Confidential 8.5 single tenant environments using GVP, SIP, CIM, GAX, Pulse WSW, and GIR
• 10 years as System Engineer/Administrator for Confidential Voice Platform 8.0-8.5 (GVP/IVR) supporting over 300 applications and 150 clients
• Confidential Software: Confidential Administrator, CME, SIP Server, CCPulse+, IRD, Composer, Orchestrator(ORS), GAD, WSW, ICON, CC Analyzer, WFM, ETL Assistant, BRIO, Knowledge Base Manager, Interactive Insights
• Server Software: Sun Unix, Linux(RedHat), Windows 2k3/2k8/2k12 Server, SCO Linux, FreeBSD, Apache Tomcat/Cassandra, Microsoft SMS, Microsoft IIS, VMWare, Microsoft Proxy Server
• Support Software: Kazimar, SIPSPAN2, Confidential Softphone, SIP Log Analyzer, MS Office/Visio, Remote Desktop, Citrix, Wireshark, Putty/SSH, DbVisualizer, WinSCP
• 16 years database support in Oracle, DB2, MS SQL and PostgreSQL
• 10 years of administration and support of NICE, eTalk and GIR recording systems
• 16 years implementing and troubleshooting WAN/LAN/Firewall networking (TCP/IP, IPX/SPX, RTP) both local and customer premises.
• Familiar with Sun, Compaq, Dell, IBM and HP systems and HP, Canon, Lexmark, Unisys and Yamaha hardware (printers, fax, scanners).
• Familiar with software and paperwork involved with helpdesk tickets, CA Service Desk, SLAs, Remedy, inventory and work orders

PROFESSIONAL EXPERIENCE:

ENGINEER

Confidential (Denver)

Responsibilities:

• (Current Assignment) Global Voice team supporting Confidential CIM platform 8.1 with SIP server and Avaya routing. Consolidated Confidential Applications (SCI, SS, SIP) and implemented SIP proxy during Georedundant data center migration project. Workspace Desktop 8.5 and SIP Endpoint upgrade project. Supporting vendor GVP front end with VGGI connectors ( Confidential Corp. ). Supported but limited exposure to Avaya ACD routing, Nice call recording.

Confidential

SYSTEM ENGINEER

Responsibilities:

• Develop skilled base routing strategies using Composer and Interaction Routing Designer (IRD). Design Call Center Pulse (CCPulse+) workspaces (temples/views/thresholds) and Supervisor Desktops for Confidential Agent Desktop (GAD). GAX and Pulse.
• In the process of deploying three 8.5 environments using ORS, GIR, SIP with DN pinup, GAX and Pulse.
• Support several reporting tools for ICON environment; Interactive Insights, Intellisight, custom reporting using SQL query scripting, Kronos, Spectrum, Knowledge Base and Business Objects.
• Have working knowledge of troubleshooting tools Kazimir, SIP Log Visualizer, SIPSPAN2, SIP phone, Aria Data Collector, NAGIOS alerting, SPLUNK queries and DBVizualizer SQL queries.

Confidential

ENGINEER

Responsibilities:

• à Confidential (Bob Carrig): (11 months) IT Operations supporting NACD Confidential CIM platform (ACD) for seven clients front ended with Confidential Voice Platform (GVP). Run troubleshooting on SDIs and work SDR requests and none call impacting issues. Hired Fulltime to Confidential .

SYSTEM ENGINEER

Confidential

Responsibilities:

• TDM solution with 107 inbound/outbound ISDN PRIs. Administer 36 servers using Sun Unix, RedHat Linux, Windows 2003/2008 operating systems and administer Oracle 9i database on two RAIDs. Configure, design and support tenants and call centers for Government and General Business customers using Confidential Interaction Routing Designer and Confidential Studio. Supporting 36 tenants, 95 call centers and over 2000 agents in a multi-tenant environment. Support customer’s IT staff on installs and troubleshooting. Train agents and supervisors in Call Center Pulse, QuickLaunch Agent Desktop and
• QuickTrack historical reporting. Installed and configured several CTI components including Autonomy Etalk Enterprise Call Recording, Confidential Enterprise Reporting Solution and Enwisen CRM. Meet with customers, helping them design and implement call center operations. Currently developing business plan to move to Confidential Hosted Solution 8 which will combined ACD and GVP and use internal SIP routing. Developed call flow drawings, logical diagrams and scope of work for customer approval and installation of necessary equipment in call centers. Negotiated equipment, license costs and system enhancements with HP, Confidential and Cisco.

COMPUTER SUPPORT AND PC TECHNICIAN

Confidential

Responsibilities:

• Desktop support for PCs and laptops using WinNT Workstation, Win 95 and OS/2 operating systems. On-site and off-site technical support for Win NT workstation and Win 95. Setup and imaged WinNT Workstations, Win95, and OS/2 PCs on Token Ring and Ethernet networks. Inventoried PCs and peripherals using NetCensus Collector software and worksheets. Installed new Dell Novell server and migrated users. Setup temporary Win NT Server for Win NT Workstation ghost project. Networked Win98 PCs and installed HP network printers. Installed MS Office 97/2000, Outlook 98/2000, IE 5.

COM PUTER SUPPORT SPECIALIST AND PC TECHNICIAN

Confidential

Responsibilities:

• Train in basic and advanced computer skills, software and network troubleshooting, network consultant, software install and configuration, hardware troubleshooting, software and hardware consulting.

COMPUTER TRAINER AND TECHNICIAN

Confidential

Responsibilities:

• Installed and maintained Compaq systems, upgraded old PCs, upgraded LAN(from coaxial to CAT5 Ethernet), helped configure BPCS Client/Server system (Industrial Inventory and Tracking software), installed MS client, upgraded to Exchange 5.5, trained users in Office 97, Exchange Mail and WinNT 4 Workstation.
• Onsite Technical Support and User at multiple Sovereign Bank locations: Installation, configuration, and troubleshooting of all hardware, software, peripherals in a WinNT/Win95/Novell environment. Conducted desktop support one-on-one, phone and using pcANYWHERE 8 or UNC Viewer on technical issues for Sovereign Bank employees and trained new users on Windows 95, Office 97, Outlook 98 and GroupWise 5 and Citrix.