Christopher John Oeppinger

Seminole, FL

727-***-****

ad3ovh@r.postjobfree.com

• Possessing a Bachelor of Science in Business Information Systems with over 20 years experience in Telecommunications, project development, project management, installation, administration and scheduling.

WORK EXPERIENCE & ACCOMPLISHMENTS

• Cslt III-PS Consulting – Verizon Tampa, FL

(10/14/2019-03/31/2023)

Migrated Customer Call Centers from Genesys Engage to Genesys Cloud. Researched and resolved tickets relating to call routing, IVR and soft-phone applications. Documented technical procedures for department.

Created user forms for migration and import purposes. Implemented IP limited access to Genesys Cloud platform. Established software connections to third party applications using API’s (REST API) and jsp files to Cloud. Utilized WebRTC connection points for Agent connectivity. Established software reporting connections utilizing OAUTH connections to Cloud.

• Tech Ops Analyst – JPMorganChase Tampa, FL

(03/14/2011-08/10/2019)

Analyze issues and errors with call routing, IVR and soft-phone applications in support of Call Centers. Created monitoring workspaces in Genesys CCPulse with views for monitoring and support of IVRs and functionality. Researched and resolve tickets relating to call routing, IVR and soft-phone applications. Documented technical procedures for department and shifts. Conducted testing of applications and systems related to call routing, IVR and soft-phone applications.

• Telecommunications Contractor – GDH contract with Farmers Insurance Olathe, KS

(2010-2011)

Analyzed and architected existing Genesys infrastructure and configurations. Documented findings. Audited existing call routing strategies to architect and construct a consolidation strategy for all sites. Documented a complete test plan to include test points in the strategies. Created PowerPoint presentation to highlight conducted changes to Business Units. SKILLS & CERTIFICATIONS

· Genesys Cloud Certified Associate (Exp. 11/16/2023)

· Certified Genesys Engineer (Genesys University 5.x, 6.x & 7.x) - 1999

· Completed Genesys Advanced Routing Workshop - 2003

· Completed Genesys Email and Web Overview Course - 2005

· Completed Genesys Email and Web Installation and Configuration Course - 2005

· Completed SQL & PLSQL course at Oracle Laboratories - 1999

· Completed A.S.A.P. Systems’ AIX Advanced System Administration I & II - 1998.

· Completed Genesys Advanced Routing and Reporting courses.

· Familiar with Avaya, NEC, Siemens and Nortel switches. EDUCATION

B.S. Business Information Systems University of Phoenix References Available Upon Request

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