Manager Support
Resume:
Annette R. Dominique
**********@*****.***
SUMMARY OF QUALIFICATIONS: Offering an extensive background including 22 years of experience, demonstrated initiative, technical expertise, creativity, and award-winning performance.
Skilled in support of telecom systems including voice/data, hardware/software, cable infrastructure, and LAN/WAN designs using VoIP, SIP, Ethernet, and TDM.
Extensive experience with contact center technologies including IVR and ACD call routing, voice mail services, capacity optimization planning, and MACD and incident management ticket performance and tracking.
Demonstrated ability to handle senior level and multi-task responsibilities effectively. Proven ability to quickly assimilate project parameters and move forward productively.
EXPERIENCE
BLACK BOX NETWORK SERVICES – Duluth, Georgia
Contractor Assigned to The Coca-Cola Company (6/13-Present)
Continued support of the CCR/CCNA contact center in Alpharetta, The Coca-Cola Company’s world headquarters in Atlanta, and remote locations throughout North America (in the same capacity as the previous position).
Additionally:
Maintain voice announcements across all departments of the contact center, using GoldWave for audio recording and Avaya Voice Announcement Manager (VAL) for file administration.
Provide back-up support for Interactive Intelligence (I3) IVR servers.
INSIGHT GLOBAL, INC. – Atlanta, Georgia
Contractor Assigned to The Coca-Cola Company (11/05-6/13)
Accountable for end-user support and system operability at the Coca-Cola North America (CCNA) contact center in Alpharetta, The Coca-Cola Company (TCCC) world headquarters in Atlanta, and remote locations throughout North America, including 24-7 on-call support as part of a team rotation.
Additionally:
Responsible for support of the Avaya Communication Manager and Enterprise Survivable Server (ESS) running on S8730/S8700 servers with G650/G700 gateways.
Manage voice services for the company teleworking program, including soft phone configuration, installation, and troubleshooting for 500-plus remote users.
Create and maintain complex inbound call vectoring with Expert Agent Selection (EAS) for nine internal departments.
Manage outbound dialing through expert knowledge of Avaya World Class Routing (WCR).
Support inbound toll-free traffic routing utilizing Verizon Business’ Toll Free Network Manager (TFNM).
Perform support and maintenance tasks and MACD for Avaya Modular Messaging voice mail systems.
Provide support for Siemens Hicom, HiPath 3K, 4K, & 8K systems
Perform MACD in the Cisco Unified Communications Manager and Cisco Unity voice mail systems.
Track and resolve trouble calls and fulfill service requests via ServiceNow.
Assist other teams with support of NICE recording, Avaya AES, and Avaya CMS reporting systems.
Coordinate with data network teams to provide voice testing during routine maintenance processes.
CARLSON WAGONLIT TRAVEL – Minneapolis, Minnesota
Technical Analyst (4/98-10/99)
Sr. Technical Analyst (10/99-9/00)
Lead Technical Analyst (9/00-6/03)
Established voice and data and on-site Extended Port Network (EPN) location for a global travel company’s 250-seat call center in Atlanta, GA.
Additionally:
Implemented new business into the center for seven major accounts, and the company’s national Emergency Service Center.
Supported Avaya G3i and G3r PBX, and Octel Aria 250 voice mail system.
Maintained disaster recovery documentation.
Programmed contracted airfares, provided scripting and airline reservation system server support.
Managed subcontractors, vendors, implementations, repairs, and billing.
Responsible for hardware and software installation, MACD processes, and all areas of end user support.
EDUCATION AND TRAINING
KENNESAW STATE UNIVERSITY – Kennesaw, GA
1994 -1998
Major: Business Administration
AT&T (Lucent) TECHNICAL TRAINING PROGRAM
Definity G3I Basic Administration - 1995
Expert Agent Selection - 1998
World Class Routing – 1998
EXECUTRAIN
Microsoft Windows NT4 (MCSE Curriculum) – Earned MCSE Certification - 1998
Microsoft Windows 2000 (MCSE Curriculum) – Earned MCSE Certification - 2004
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