Senior Implementation / Solutions Engineer

Sales Engineer Workforce Management Enterprise Integration

Technical Subject Matter Expert on Quality Monitoring, Speech Analytics, Workforce Management, Predictive Dialer, and CRM Integrations in Professional Services Organization: possessing many years of networking experience. Strong customer relationship and crisis management skills with ability to multi-task, document and meet critical project deadlines. Telecommunications and Network integrations implemented by interception / delivery of CTI, TDM, VOIP and SIP – Avaya, Nortel, Aspect, Siemens and Cisco systems. Emphasis placed on performance, planning, revenue and optimization of resources. Coordinated and communicated with customer, internal team and C level managers to promote team atmosphere and accomplish deadlines within budget.

Accomplishments

Specialist in Systems Integration and Implementation – Verint Actionable Intelligence Software Suite (V8, V9.3, V10.1, V11.0, V11.1 through V15.1), Avaya V12, V15.0 Certified.

Led Beta for 1st installation of V10, V11.0, V11.1, and a member of the war room for V15

Leader on the POC and the Beta installation of V10 Speech Analytics

Resourceful in determining / analyzing problems, and developing and implementing productive corrective actions.

Letters of successful wins from customers (references available)

Extensive experience in large-scale projects involving multi-platform, multi-site system implementation / integration, specialized product implementation, and Lab / Testing projects.

100+ installations from $200K - $4M in the last 11 years

Qualifications

Adept training skills with customer and end users for application training, client support and knowledge transfer processes.

Planned and implemented QM, Scorecards, WFO, WFM, Encryption software packages.

Onsite and remote project coordination with customer and internal technical teams for implementation, integration, and testing.

Skill set includes working with Verint proprietary software as well as Microsoft, Avaya, Nortel, Siemens, Cisco and RKMS.

Extensive integration experience with all major telephony systems including Cisco, Avaya, Siemens.

Technical skills include SQL, all MS Server platforms. SIP, TDM and VoIP telephony platforms. Extensive Hardware and Software trouble shooting.

Windows system admin level support to customers for integration and troubleshooting of software implementation.

To meet objectives traveled over 70% of time.

Current personal development: enrolled Security+ Class for Certifications.

Core Competencies

Enterprise Application and Web Solutions

Microsoft SQL write / execute queries

Microsoft Technical Knowledge

Agile / Waterfall Methodologies

Enterprise Security and Active Directory

Microsoft Office Suite, 2000 – 2014

Predictive Dialer

UNIX (IBM AIX)

RSA Encryption

Microsoft Servers 2000 – 2012

WFM / WFO

Call Center Integration

Pyxis Medical Equipment

CAD/CAM

Windows Desktop Integration

Disaster Recovery Installations

Quality Monitoring Recording

Speech to Text / Analytics Import / Export

SSL Certificates

Salesforce Application

Team lead on ISO 9001 policies

Microsoft Server, 2000 -2014

Security Clearances

Security Clearance: FEMA, IRS, VA, and Canada Government

Background checks for Banks and Insurance Companies, US and Canada

Professional Work Experience

VERINT SYSTEMS INC., Alpharetta, GA 2006 – 2017

Senior System Engineer

MELITA INT, Norcross, GA 1995 – 2006

Senior Sales Engineer, Strategic Accounts 2002 - 2006

Channel Sales Engineer 1999 - 2002

Sales Engineer 1997 – 1999

Field Service Engineer 1995 – 1997

Education and Training

Continue College credit hours, Computer Information, Fl. Jr. College, Jacksonville, FL

Continue College credit hours, Electrical Engineering Technology, Red Rocks Comm. College, Denver, CO

Associate, Computer Electronics, Control Data Institute, St. Louis, MO

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