Project Manager Management
Resume:
Eric Tracy
**********@*****.*** - 425-***-****
Career Summary
IT professional exceptionally proficient in delivery and support of
platform, application solutions and operations in a global environment.
Extensive experience in designing, planning, and coordinating solution
deployments and managing platform and production support and staff.
Competent in Contact and Data center operations and engineering while
surpassing customer expectations for service quality. Integration with
cross-functional teams with excellent communications and vendor
relationship skills for internal and external customers in financial,
telecommunications, aerospace, and government fields.
Core Competencies
Solution Design Planning Production support
VoIP Verint - Witness Avaya
CTI Vendor management Aspect
System Architecture Cisco IVR
Genesys Linux/Unix Nice
Change Management Procurement Service Delivery
Professional Experience
Bank of America June
2010 - Present
Delivery - Project Manager - Contact Center Technology
Responsible for Genesys call routing and infrastructure for a global
Genesys environment. Provide 24 x 7 second and third level production
support for the Genesys CTI, Nice and Verint. Resolution of issues and
communication of status to LOB's and management. Deploy, configure
Genesys Framework, Management and Media Layers. Document deployed
architecture, system configuration and processes. Call routing loading,
strategy, debugging. Develop, test and implement routing changes.
Washington Mutual Bank / JPMorgan Chase (Seattle, WA)
2002-2009
Delivery & Production Support Manager - Contact Center Solutions
Successfully planned, designed, engineered and supported Contact and Data
center solutions for global enterprise centers. Provided solutions and
platform management to customers and vendors building and maintaining
successful relationships. Integrated and managed Production Support
operations including vendors and contractors to mitigate risk. Incident
and change management for implementation in testing and production support
environments. Certification of technical specifications and plans for
major project implementations. Communicated effectively with customers to
ensure service levels and solution needs. Extensive experience in data
and contact center operations management, development including facilities
and technical resources.
Eric Tracy Page
2
**********@*****.***
Professional Experience (continued)
. Saved $500k for business units resulting from a successfully designed,
planned and deployed multiple system recording solutions to twelve
call centers on time, under budget.
. A key resource in the migration of over 30 million customer accounts
(The biggest financial migration of its kind).
. Developed and executed project and tactical plans resulting in high
service support, system availability, incident management and customer
satisfaction.
. Developed and managed relationships with business and enterprise
partners
. Developed and implemented an improved support model resulting in
substantial increase in customer satisfaction and reducing customer
contact and issue resolution time.
. Provided consistent key leadership among Contact Center Technology and
Operations including cross functional teams.
. Engaged in mentoring of staff, business partners and vendors.
. Coordinated resolution and root cause analysis activities between
contact, data centers and enterprise incident management.
. Resolved stability and capacity issue through detailed action plans.
MSI (Marconi)
Bellevue, WA
Senior Systems Engineer (Lead) / IT Data Center Operations
Designed, planned, integrated Data Center and Network infrastructure.
Monitored and analyzed performance and capacity, documented results,
recommended architecture changes to applications and systems for enterprise
and business partners. Developed, coordinated plans, procedures, performed
testing and implementation of new server and client applications.
Administered and managed help desk system and staff. Provide global 24x7
production support. Provided technical, organizational leadership for
business partners and IT staff and remote sites.
The Boeing Company, Seattle, WA
Systems Engineer/ Business Systems Analyst
Deployed, administered and supported Finance, Human Resources and
Engineering systems and interfaces. Designed, coded, tested, and integrated
processes and systems. Database management. Installed system upgrades,
converted code. Provide support for PC and network problems and
requirements, requiring working knowledge of network protocols, operation,
administration and diagnostics. Guided and trained other analysts.
Developed first ever engineering design database application with real time
access for new airplane programs.
Education
Bachelors Degree, Business Administration, Central Washington University
(Awards: Four Year All American, National Champion - Swimming).
Clearance - Secret - inactive
Page 3
Technology Addendum
Windows 2000/2003 server, Linux, Unix, Active Directory, DNS, WINS, DHCP,
IIS, Java-Tomcat, Toad, TCP/IP, IBM, HP/Compaq, Dell. FTP, WWW, SMTP,
and LDAP. VMWare, Cisco, EMC, Verint, Witness, Siebel 7, Adobe Jetform,
Aspect Eworkforce Managment, Crystal reports, Kana, Remedy, Rightfax, CA
Unicenter, Raritan, Avocent, Oracle, SQL, Nuance, IVR, Avaya, Aspect,
SIP, Verint-Witness CSCM, QM, TDM, WFM, Analytics, Cognos, Nice, Remedy,
CTI, CMAPI, TSPAI, Genesys, CT-Connect, Kana, Mqseries.
Contact this candidate