Nicholas Robinson

**** ******** ***

Norcross, GA 30071

Cell: 404-***-**** acec5h@r.postjobfree.com

PROFILE

Six Sigma Certified (Lean Green Belt) /Technical Analyst/Business

Operations/Software Training with 17 years experience in technical and business

operations support and training, customer relationship & project management,

senior management support, business analysis and reporting, and assisting

cross-functional support teams. Polished leadership skills and maturity that

stems from high analytical and research capabilities. Knowledge in...

Quality Monitoring Systems Analysis Sales Support

Software

Financial Analysis / Vendor and Customer Operations Analysis

Budgeting Relations

Business Objects Training & Consulting Project Management

EDUCATION

Master of Business Administration, Walsh College, Troy Michigan

2002

Bachelor of Business Administration, Western Mich. University, Kalamazoo,

Michigan 1995

PROFESSIONAL EXPERIENCE

Verint Systems

2007- present

Lead Applications Learning Consultant Alpharetta, June, 2010 -present

Georgia

Leading a team of eight Applications Learning Consultants in consulting and the

education of the use of Quality Monitoring product to Verint's customer base.

Review the customer's requirements prior to conducting training, confirm

readiness with the customer's project team, thoroughly prepare for the training

engagement, conduct the training along with building the model specific to the

customer's needs as defined by Verint's methodology, provide "best practice"

guidance based on requirements, follow up on all open items and prepare required

follow up documentation for each customer engagement

Application Learning Consultant, Roswell, Georgia June, 2008 - June, 2010

Responsible for providing a professional, creative, energetic and thorough

educational experience for internal and external customers of Verint. The

educational experience must enable the attendees to apply the lessons learned,

implement the technology and put new policies into practice through effective

change management processes to successfully meet their business goals as

outlined in the delivery success criteria The person is expected to have the

ability to present technical information in a manner that is easy to understand

in a classroom or virtual setting

Project Manager, Roswell, Georgia January, 2007- June 2008

Providing high-level project plan and documentation to Director, Solutions

Delivery. Maintaining ownership and enforce escalation process for installation

issue resolution and give final go/no go on installation departure. Identifying

changes in technology, customer environments, and product direction that could

adversely affect the efforts of Witness Systems, Inc. Developing and managing

project lifecycle up to and including successful handoff to Customer Interaction

Center. Reviewing all Pre Sales documents and alert Sales and Contract to

potential technical, logistical or business issues and liaison with internal

departments to ensure all necessary needs and goals are being met. Allocating

resources with other PMs and maintain installation / project schedule and

perform all other required duties.

Nova Information Systems

Telecommunication Application Analyst, Atlanta, 2004 - 2006

Georgia

Supported telecommunications applications (Genesys) and reporting for 80 sales

agents. Participated in the opening of a new outbound call center and the call

monitoring system. Assisted management in development of agents calling list

distribution and monitoring system. Provided various reports for call

monitoring evaluations and agent call activity using Brio (Oracle based)

application to provide calling list penetration reporting.

DaimlerChrysler Financial Services 1995 - 2004

Infrastructure Support Manager, Overland Park,

Kansas

Managing a team of six systems administrators and one operations analyst that

maintained the daily call center business and technical operations that employs

over 500 agents. In addition completed call center relocation and new system

implementations project. Trained and supported operations analyst with

reporting processes and data. Aided in facilitating and managing software

(Windows 95 & 2000 OS) and hardware upgrades, work with various vendors (IBM,

Xerox, Avaya, Aspect).

Operations Analyst, Southfield, Michigan

Monitored collection and loss activity and identify opportunities and trends to

management. Prepared daily and monthly web based reports for delinquency losses

and collection activity. Interacted with field offices and call center

locations, as well as senior management and external entities. Provided data and

special request with use of data mining tools such as, Hyperion Essbase, SQL,

and Cognos / Impromtu

Technical Services Analyst, Troy, Michigan

Maintained the daily technical call center operations for over 300 agents in a

fast pace environment. Duties included maintaining mainframe information that is

priority to DaimlerChrysler operations. Provided functional reporting for

Headquarters, suggested and implemented improvements. Worked with vendors on

ordering supplies and support. Maintained access tables to the network and

telecommunications hardware and software, which included Novell 4.1, automated

dialer systems (Mosaix) telecommunications systems (Lucent/Avaya).

Contact this candidate