Christine Grant

*** ***** **** ***** **** Gardner, New Jersey

908-***-**** ac77ld@r.postjobfree.com

Summary

Avaya Software Specialist with expert level Call Center programming skills. Training specialist knowledgeable about theories and methods used in designing, developing and delivering successful training on Avaya Platform classes to aid clients in installations, clean up and troubleshooting. Software specialist with installs, clean up on Avaya Platforms. Management of people and data during and prior to installations. Interface with clients and co-workers for motivation and best practice for ultimate job performance and organization. Experience with cloud based VoIP systems such as Coredial and Limebox.

Education

Hong Kong International School

High School Diploma Graduated January 1981

Certified Avaya Trainer for 12 years

Employment History

Ancero Inc Project Coordinator/Trainer/Programmer August 2018-Present

Managing VoIP cloud installation project from inception to install. Programming basics and complete interaction with customer from purchase to after install management. Working on new based Call Center platform with features from logins, screen pops, virtual hold, etc.

Converge One Trainer/Programmer January 2001 – June 2018

The Center of excellence, Lead Trainer. Designed, created and taught the following classes: CM Basic, CM Advanced, Intro to VoIP, Basic and Advanced Vectoring, Call Center Boot camp, Call Flow, CMS Management, CMS Supervisor, AMM, AAM, Report Wizard and Report Designer. Avaya Call Center expert programmer. Create and program custom layout for call centers with special attention to how the customer can work most efficiently. The ability to dive into an Avaya switch to clean up and make systems work to benefit the client. Developed 40-100 plus page training manuals, in both hard and soft copies. Collected data by interfacing with clients for installs and upgrades. Deployed multiple Avaya systems from 5.0 to 7.0. Configured multiple call center designs and non-call center designs from 5.0 to 7.3 including up to CMS 18. Call Center Expert for over 10 years with design, config, and deployment, troubleshooting and teaching administration.

Professional Skills

Avaya Programmer: Expert Avaya Call Center: Expert

CMS: Expert Avaya, Coredial, Limbox Trainer: Expert

Training manual: Expert Coredial cloud Programmer, Project Coordinator

References

Victor Solt Co-worker, peer Convergeone.com

703-***-**** ac77ld@r.postjobfree.com Co-worker, Engineer

Valerie Rodriguez Manager Center of Excellence Convergeone.com

732-***-**** ac77ld@r.postjobfree.com Manager Center of Excellence, ConvergeOne

Andrew Bacon High Level Manager Convergeone.com

732-***-****

Captain Robert Forrester Captain NJ State Police IT

609-***-**** Customer

Some Unique Job Experiences:

NJ State Police: For the NJ State Police I have recently gone through their entire switch and cleaned up MAC, trunking and Call Center Flow. They had over 60 vectors and 50 skills. I took their system down to 15 vectors and 7 skills. Their vectoring had not been updated in over 15 years. I used vector variable, vdn variables, set commands and so forth. They were thrilled at the compact nature of the system and the easy of administering when needed. Captain Robert Forrester was my contact, feel free to contact him at any time. His number is on my resume. I also trained all administrators on CM and Call Center. Training of all agents using the system. Creating documents for the end users to use for reference.

Delta Dental: For Delta Dental, they also needed a reboot of their call center. It was not as large as NJ State Police but more complicated. I managed to clean up their switch and revamp their call flow to better meet the needs of today's work environment. Anthony Holmes was my contact and he can also be contacted at any time. I also trained the administrators on Call Center and Report Designer

Comcast: For Comcast, I was a trainer in their different areas of the country. I would create and deliver custom classes on vectoring, call center, report designer and more.

Companies such as Amerisourcebergen, Travelers Insurance, Charter Communications, Cox Communications, Folgers, NY Stock Exchange, MD Anderson Hospital and University of Texas are just a few of the companies that I have either been involved with the installation, troubleshooting or clean up. My involvement was with software and dealing with clients directly to make sure clients and my company worked hand and hand for ultimate results.

I have trained hundreds of clients on many Avaya Solutions along with creating booklets to go with the classes. Teaching a client one on one, teaching classes of 5 to 10 (user's and administrators) along with teaching groups of 40 or more is something I excel at.

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