Engineer Manager
Resume:
Contact
Aurora, CO *****
585-***-**** (Mobile)
********@*****.***
www.linkedin.com/in/lkodanko
(LinkedIn)
Top Skills
Servers
TCP/IP
Hardware
Languages
Spanish
Certifications
NICE Interaction Management R4.1 -
Migrations
Talkument
AST1002.00L - NICE Logger
Integration
NICE Migration - NLS 8.9 to NP 3.5
Honors-Awards
DECISION MAKING & PROBLEM
SOLVING IN INFORMATION
TECHNOLOGY LEADERSHIP
Luke Kodanko
Information Technology Consultant at XKDC Solutions Aurora, Colorado
Summary
I am a proven professional with over a decade of experience supporting contact center experiences. In addition to a wide breadth of technologies I have been able to design, implement, and support over the years I have significant leadership experience. Notable roles include being the Technical Services Manager running a team of Professional Services Engineers providing Call Recording and Analytics services to hundreds of customers. More recently, I worked at a large financial institution specifically aligned to fraud analytics, but with significant responsibilities in sizing and design for the entire work force optimization footprint. Currently I am the Systems Architect responsible for NICE call recording at AAA Mid- Atlantic.
Experience
AAA Club Alliance
Systems Architect - NICE
April 2018 - Present
Greater Denver Area
Served as Systems Architect in designing the replacement of NIM 4.1 system moving to NICE Engage 6.10. Including RTI (for PCI compliance), Tagging, Feedback, Playback Portal, and Nexidia Analytics integration. Performed cleanup effort to identify over one thousand named licenses that were no longer needed, this represented not only an immediate savings on this licensing but also eliminated the need for funding two future projects that were to alleviate the over licensing problem. The order of magnitude estimated savings were in excess of $1 Million.
Served as SME (Subject Matter Expert) in ushering the project to completion. Performed system audit to identify areas for potential improvement. Developed documentation and processes to accomplish these improvements. Including consulting with and training IT staff as well as business users on best practices.
Page 1 of 5
XKDC Solutions
Information Technology Consultant
August 2015 - Present
Greater Denver Area
I provide short term expertise on a wide variety of topics including: Information Technology Management
Call Recording Technologies
Call Handling Technologies
Analytic Technologies
Web Presence
Wells Fargo
Applications Systems Engineer
October 2014 - April 2018 (3 years 7 months)
Denver Co
Acted as a lead in providing application design guidance and consultation, utilizing a thorough understanding of applicable technology, tools and existing designs. Analyzed highly complex business requirements, designed and wrote technical specifications to design or redesign complex computer platforms and applications. Acted as an expert technical resource for modeling, simulation and analysis efforts. Verified program logic by overseeing the preparation of test data, testing and debugging of programs. Oversaw overall systems testing and the migration of platforms and applications to production. Developed new documentation, departmental technical procedures and user guides. Led projects, allocated and managed resources and managed the work of less experienced staff. Assured quality, security and compliance requirements were met for supported area and oversaw creation of or updates to and testing of the business continuation plan.
Managed implementation of large scale Nice call recording systems in multi site environment as well as one off environments which records 1 million calls per day.
Managed deployment of Nexida Interaction Analytics (NIA) platform to support all call recording systems.
Advanced troubleshooting of Nice Perform and Engage application within dozens of customer environments.
Managed overall support and implementation of NICE Perform 3.x, NICE Interaction Management (NIM 4.1) and Engage (6.x). Performed NICE system upgrades, Update patches, and hotfixes. Page 2 of 5
Worked directly with NICE, Avaya, Cisco, and various other vendors as well as in-house team in resolving issues and outages.
Wilmac
Technical Services Manager
January 2012 - September 2014 (2 years 9 months)
Rochester, NY
Technical Services Manager – Voice recording Engineer
• Manage a team of Field Service Engineers that implement and supports various Call recording platforms.
• Create coaching/training packages for direct reports delivered through monthly Individual Development Plan meetings.
• Maintain lab that includes hardware, software and virtual environment.
• Act as single point of contact for all Manufacture R&D escalations.
• Manage projects for new implementation and upgrades.
• Responsible for all internal IT needs.
• Managing the implementation of NICE Interaction Management release 4.1 within 5 large scale environments.
• NICE Perform 3.5 migration to NICE Interaction Management 4.1. NICE 8.9 migration to NICE Interaction Management 4.1. Only in a lab environment
• Advanced troubleshooting of Nice Perform application within dozens of customer environments.
• Managing overall support and implementation of NICE Perform 3.x, 4.1.
• Manage implementation of large scale Nice call recording systems in multi site environment as well as one off environments which records more than 1 million calls per month.
• Perform NICE system upgrades, Update patches, and hotfixes.
• Work directly with NICE, Avaya, Cisco, and various other vendors as well as in-house team in resolving issues and outages. Granted exclusive access to NICE Fast Track and Installation Help Desk as a Business Partner (pilot program).
• Perform configuration, administration, and management of users in the NICE system and CTI Interfaces include CVLAN and DMCC/TSAPI integrations, Cisco Active VoIP, Siemens, Mitel, IPC, BT, and many others.
• Document and maintain NICE system specifications (Site Documentation) across all sites.
Wilmac Company
Field Service Engineer
October 2007 - January 2012 (4 years 4 months)
Page 3 of 5
• NICE Perform 3.5 migration to NICE Interaction Management 4.1. NICE 8.9 migration to NICE Interaction Management 4.1. Only in a lab environment
• Advanced troubleshooting of Nice Perform application within dozens of customer environments.
• Managing overall support and implementation of NICE Perform 3.x, 4.1.
• Manage implementation of large scale Nice call recording systems in multi site environment as well as one off environments which records more than 1 million calls per month.
• Perform NICE system upgrades, Update patches, and hotfixes.
• Work directly with NICE, Avaya, Cisco, and various other vendors as well as in-house team in resolving issues and outages. Granted exclusive access to NICE Fast Track and Installation Help Desk as a Business Partner (pilot program).
• Perform configuration, administration, and management of users in the NICE system and CTI Interfaces include CVLAN and DMCC/TSAPI integrations, Cisco Active VoIP, Siemens, Mitel, IPC, BT, and many others.
• Document and maintain NICE system specifications (Site Documentation) across all sites.
Sutherland Global Services
Bilingual Technical Support/Shift lead/Reporting Specialist March 2006 - October 2007 (1 year 8 months)
Provide support for all of client's technology needs. Including enterprise applications such as MS Office, IE, and Mainframe sessions. As well as, internally built application used by the client.
Support Hardware and Software updates.
Provide a basic level of training in new software rollouts.
Create Schedules for a desk that runs 24x7x365 and provides support in five languages.
Create Daily, Weekly, Monthly, and Quarterly Productivity reports; used for both internal calibration and client appraisal of team effectiveness. Brockport Central School District
CEPACS Aide
June 2000 - June 2004 (4 years 1 month)
Communications, Electronics, Printer, Audio Visual and Computer Services)
* Provide district-wide maintenance, repair, and support for technology
(hardware and software), Audio Visual and network infrastructure.
* Installed, troubleshot and supported MS Windows 95/98/NT operating systems.
Page 4 of 5
* Performed a Token Ring to CAT V network Conversion. Education
Colorado State University-Global Campus
Masters in Information Technology Management (2016 - 2018) State University of New York College at Brockport
Bachelors, Computer Science; Mathematics (2000 - 2006) Page 5 of 5
Contact this candidate