RESUME Nick Panagiotopoulos

*** *** ***

San Bruno, CA 4066

408-***-****

Email: ic1ibw@r.postjobfree.com

OBJECTIVE

A leadership in management or project management position in a Call Center environment with a growth oriented company.

OVERVIEW

More than 20 years’ experience includes:

• Interfacing with such customer/clients as Fidelity, Kaiser, Charles Schwab, Countrywide, Etrade and Verizon.

• Innovating, organizing and implementing technologies to resolve extremely challenging computer problems in a timely manner for these and other clients.

• Developing the management and leadership qualities necessary to direct a complex support organization necessary for the success of a complex support organization.

CAREER PHILOSOPHY

Render more and better service than is expected, going the “extra mile” to secure customer satisfaction.

EXPERIENCE

06/2010 to Present Aditi Consulting

Aspect Support engineer

I managed two Aspect ACD Call Centers (one in the UK, the other in Sacramento) for a very large company which used the Call Centers for its support engineers and for customers having issues with its products.

The carriers where MCI, ATT, and Sprint. I managed the Call center and addressed any and all carrier and other issues that might come up in a Call Center environment.

The operation involved writing call control tables (CCTs) and creating prompt announcements. The Call Center has 2,499 CCTs and 999 announcements.

The CCTs in turn involved CTI and configuring the inbound spans, which could be PRI, NFAS, or Euro ISDN. The circuits were made up of PSTN and IP.

My work on these Call Centers enabled the company’s agents to operate from anywhere in world. All they needed was a PC that could be configured to receive calls using a real CISCO IP phone, or an application on the PC that imitated the Cisco IP phone and Uniphy Connect an Aspect application allowing the calls to be received.

All this was done remotely through Aspects ASMS and Architect.

03/2006 to 10/2009 SS8 Networks

Product Support Engineer.

My primary responsibilities included support of the 3100 system, a large voice messaging system, and support of TAC and field engineers. Additional responsibilities were working with engineering to duplicate problems for the release of patches. I worked on Docs for the installation of patches and upgrades.

Major accomplishments: I resolved some of the most complex problems with such major accounts as Verizon to bring them to stable state.

02/1993 to 03/2006 Aspect Communications

Product Support Engineer Aspect ACD and all Aspect products.

Senior Project Management and leadership experience includes working with Business Applications Consultants (BAC) and in support of Sr. Leadership and cross functional business management groups, on enterprise contact centerst.

Call Center planning, design, site preparation, testing of unit and operation of the system before going live and training of customer’s personnel in the use and management of Call Center

I over saw the installations of Call Center from delivery of hardware to the Call Center going live and taking customer calls.

My primary responsibilities included (1) supporting the CSC analysts and field engineers, (2) world-wide technical support with problem resolution, (3) liaison with sustaining engineering, (4) problem replication on the most difficult cases and (5) verification of software defects prior to patches being released. Other duties included technical documents such as FCO, FA, Integration Notes and Tech Notes; other knowledge-base tools for support; and reviewing and testing third-party tools for use in Aspect products.

Senior Customer Operation Analyst

I provided support to the entire Customer Operations Center.

Customer Operation Analyst

I provided support to customers as well as field engineers.

ADDITIONAL QUALIFICATIONS

Professional qualities

* Highly driven, self-motivated. Quick to take initiative.

* Able to delegate, work independently or take direction.

* Strong communication and “people” skills, with colleagues or clients.

Computer-related abilities

* Good working knowledge of applications, web servers and network technologies.

*Operating systems: Microsoft NT; Windows 95/98/ME/2000; Windows 2000/2003 Server; XP Professional; Widows Vista.

* Strong knowledge of Windows settings and configurations with various types of ERP/CFDM solution, Web Server, App Server, Middleware Server, Active Directory (LDAP), Microsoft Exchange Server.

* Ability to install and manage any Microsoft server (2000/2003) in VMWare environment-specific database(s) and enterprise applications to conduct testing and validations.

* Thorough knowledge of Data Mart, Data Warehousing, Real-Time Server, Custom-view Producer & Director, Custom-view Telecaster, CTI Server, TCS Forecasting Workforce.

* Thorough knowledge of Call Center Enterprise Contact Server, Aspect Call Center, ACD, IVR,VOIP, Unified Connect with VOIP or PSTN

EDUCATION Control Data Institute, San Francisco: Diploma, computer technician

City College of San Francisco: General Education

ADDITIONAL INFORMATION

Fluent in Greek.

Located in Bay Area; available to travel.

REFERENCES Joe Lopez, Director, SS8 Networks, 408-***-****

Mike Baker, New System Introduction Manager, SS8 Networks, 408-***-****

Henry Pacheco, Manager of World Wide Product Support, Aspect Software, 925-***-****

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