Manager Technical Support

D ENISE S TIMPSON B ATES

**** ***** **** ~ Alexander City, Alabama 35010

Phone: 256-***-**** ************@*******.***

QUALIFICATIONS SUMMARY

VoiP Sales Engineer/Software Trainer ~ Help Desk / Tech Support Manager ~ Call Center Manager ~ Systems Implementation Consultant/Manager ~ Project Manager~ System Engineer Personable and articulate technical professional with diverse history of rapid promotion through numerous roles in high tech / IT / telecommunications. Background spanning help desk tech support, manager of tech support call center, telecommunications and software product subject matter expert, programming and software trainer / presenter, and implementation consultant for customer IT, help desk, and call center staff. Proven ability to quickly master and teach complex software topics to varied technical and non-technical audiences. Open to travel.

PROFESSIONAL EXPERIENCE

Automated Voice & Data Solutions December, 2015 – April, 2018 Software and Telecommunications Company with 40 Employees

• Sales Engineering

• Subject Matter Expert on Interactive Intelligence, Altigen telecommunications systems.

• Research business and technical customer requirements and formulate solutions to meet those requirements

• Research and write solution quotes, proposals and project Statements of Work

• Perform customer-facing consulting sessions to optimize solution results Denise Bates Interactive Consulting October, 2015 – Present Telecommunications Consulting Company

• Provide consultative services to customers in designing IVR and call center phone systems

• Provide Project Management Services to customers deploying Interactive Intelligence phone systems

• Provide Design Engineering Services to customers deploying Interactive Intelligence phone systems

• Work with Interactive Intelligence partners to create detailed design documents and technical engineering assistance

Altivon, LP, Phoenix, Arizona. April, 2011 to September, 2015 Software and Telecommunications Company with 40 Employees. Application Consultant

• Provide consultative services to customers in designing IVR and call center phone systems

• Provide internal support across as a subject matter expert in the areas of call flow design, quality monitoring, reporting, etc.

• Deliver training on Interactive products (Business usage of products, technical training)

• Analyze contact center reports, processes, and metrics to identify gaps and provide recommendations to migrate from current to desired state.

• Assist customers in developing call routing best practices.

• Facilitate meetings to capture customers’ business requirements

• Document and analyze customers’ business and technical requirements of Interactive Intelligence’s product suite, providing detailed design documentation

• Engineering and configuration of Interactive Intelligence products and systems

• Develop and execute internal Quality Assurance test plans DENISE STIMPSON BATES PAGE 3

• Develop and maintain product expertise in Interactive Intelligence’s various business-centric products.

• Contribute in scoping and delivery of professional services, specifically testing, training and product consulting.

Interactive Intelligence, Indianapolis, Indiana. February, 2008 to April, 2011 Software and Telecommunications Company with 1000 Employees. Project Manager

• Provide consultative services to customers in designing IVR and call center phone systems

• Manage implementation projects of voice over IP telephone systems

• Maintain resource and financial budgets for projects

• Provide technical and end user training for Interactive Intelligence software products

• Provide management training on call center software to optimize the product to meet customer goals

• Provide business analysis for IVR and ACD best practices

• Maintain customer relationships

TIER TECHNOLOGIES, Auburn, Alabama. June 2004 to January, 2008 Software and Telecommunications Company with 1000 Employees. Senior Trainer – System Implementation Consulting /Project Management/ Development Services Group, 2006 – January, 2008

• Promoted within two years of acquisition to manage training on all products from major business unit. Specialize in mid-size call center / help desk implementations.

• Manage implementation of payment processing projects and IVR implementation projects

• Work closely with customer management, IT, technical support, and call center staff to develop custom training courses and business process / software documentation.

• Provide customer consulting and operating environment configuration, training development

(courseware and presentation), and post-implementation technical support; plan and advise on customer end-user configuration / implementation. Development requirements documentation and call flows.

• Serve as system administrator for departmental workflow system, write test cases, and perform QA tests.

• Develop and lead presentation of demo IVR applications and currently manage business unit-wide demo software environment.

• Conduct software and telephony product research for help desk / call centers on ancillary products related to systems and aid in implementation of trial and test environments.

• Work on projects with several project managers and communicate effectively with diverse team members.

R&D Training Coordinator and Technical Writer, 2004 – 2006

• Retained after company acquisition to manage handle transition and aid in integration of training, technical writing, application development, and QA testing as needed.

• Developed and presented internal and external (customer) training programs on development, programming, and software product functionality.

• Presented training at in-house facilities and traveled to sites of major national customers to present custom training.

• Provided system configuration assistance, and go-live support.

• Developed selected applications / product modules. DENISE STIMPSON BATES PAGE 3

EPOS CORPORATION, Auburn, Alabama. September 1998 –June 2004 R&D Training Coordinator,2003 – 2004

Technical Writer, 2003 – 2004

• Promoted within to provide diverse technical and customer-facing services including training, technical writing, application development, and QA testing.

• Planned and developed end-user configurations for Interactive Intelligence-based telephony systems.

• Developed IVR applications and interactive online tutorials using Captivate.

• Constructed / built hardware (servers) when needed to sustain aggressive deadlines / schedules.

• Wrote / developed management reports using Crystal Reports XI; compiled call center statistics and developed customer call center applications for statistical reporting. Technical Support Call Center Manager, 1999 – 2003

• Promoted within one year of hire to manage all aspects of help desk / technical support call center providing external technical support.

• Assessed operations and authored policies, position requirements, and processes to increase productivity.

• Hired, trained, and managed staff of 12 employees providing 24/7 customer service and tech support.

• Managed development and support of loyal long-term relationships with software partners

• Teamed with marketing staff at trade shows and made presentations to customer groups at software partner user conferences.

Technical Support Specialist, 1998

• Provided technical support for varied customer base; handled heavy volume of inbound calls and used trouble ticket software to track cases.

Previous Experience Includes:

1988-1998: Paralegal for small and mid-sized law firms; progressed through specializations including Title Abstraction, Real Estate, Insurance and Corporate Defense, Corporate Bankruptcy, and FELA Defense Litigation TECHNICAL EXPERIENCE

Software: Interactive Intelligence (CIC-EIC), Altigen Communications, Microsoft Office, Crystal Reports, Crystal XI, Captivate, Serena TeamTrack, Siebel, FirstLine Encore and all related products, OnBase, Microsoft Word / Excel / PowerPoint / Access / Visio / Outlook / IE OS: Windows 9X / NT / 2000 / XP / 7; Windows Server 2000 / 2003 Programming: Basic SQL, Know and teach several proprietary programming languages, FirstLine Encore ScriptExpress, ScriptWrite

Certification: MCP, Microsoft NT

Cabling: Installed Cat5/Cat6 UTP infrastructure wiring over Ethernet LAN. Installed Coaxial wiring. EDUCATION & TRAINING

Samford University Bachelor of Science (BS), Paralegal Studies – 1987 University of Alabama at Birmingham – 1981 - 1983

Training & Development:

MINDLEADERS: C# and Crystal XI

AMERICAN SOCIETY FOR TRAINING & DEVELOPMENT (ASTD): Training Seminar Series CAPTIVATE: Captivate Interactive E-learning & Demo Software (RoboDemo) DENISE STIMPSON BATES PAGE 3

EPOS: ScriptWrite Programming, ScriptExpress Programming INTERACTIVE INTELLIGENCE: Interaction Center Boot Camp, Interaction Dialer, Interaction Optimizer CRYSTALUSER.COM: Crystal Reports, Crystal XI, Levels I & II HYLAND SOFTWARE: OnBase Train the Trainer Training HP EDUCATION: SQL

AUBURN UNIVERSITY AT MONTGOMERY: Visual Basic 6

EPOS CORPORATION: Knock Your Socks Off Customer Service Certifications:

Interactive Intelligence: Interaction Center Certified Engineer, Interaction Center Dialer Certified Engineer, Interaction Optimizer Certified Specialist

MICROSOFT: Microsoft Certified Professional (MCP) (NT) References available upon request

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