Customer Service Engineer

Certified Genesys Engineer

CARLOS HUGHES

**** ********* **. ***. ***

Tampa, Florida 33634

***********@*****.***

H: 813-***-****

Objective:

Attain a mid level contract position in technology

Professional Experience

March 2003– August 2011 New Life Tabernacle UPCI Tampa, Fl

Director of Technology and Outreach

Oversee and lead Operations, IT and Outreach department efforts for New Life Tabernacle which includes

web sites design and maintenance and other digital media properties.

Provide managerial direction and support to auxiliary leaders for all technology and outreach departments

Communicate with all levels of management to identify opportunities for technology enhancements &

synergy

Supervise technological capital spending and manage vendors

Collaborate with project management teams to ensure successful project launches across department

Manage team of over 10 techology and outreach volunteers and auxiliary leaders

June 1997– March, 2003 Ceridian Benefits Services Tampa, Fl

Software Engineer IVR/CTI

Design, develop and implemented CTI applications for large call center environment

Gathered requirements and created documentation for IVR applications

Configured Genesys and Edify software on development and production servers.

Develop and support large interactive voice response applications using Edify EWF

Experienced in Oracle environment such as PL/SQL and SQL Plus

Served as team leader on several IVR and CTI projects

Conducted training for production support on Edify and Genesys platforms

Provided support for IVR and Genesys applications with over 90% uptime

Upgraded CTI applications from Genesys 5.x to Genesys 6.5

Worked on Six Sigma project that produced savings for large call center with the implementation of

screen pop

Participated as lead on enterprise CRM solutions

Configured Genesys and IVR to work with the Nortel Meridian 81C PBX and Meridian Max 5

Work with Oracle 8i, Edify ver. 8.0, Windows NT, Windows 2000, Genesys 6.5, TCP/IP, Unix

Jan.1996– June,1997 WellSpring Resources Jacksonville, Fl

IVR Developer

Program and maintain IVR systems for Fortune 500 companies

Designed and developed a monitoring system for large IVR systems

Configured and installed IVR software on development and production servers.

Implemented IVR systems that connected with Lucent G3R PBX.

Provided 24/7 production support for IVR hardware and software

Education

B.S Management Information System (MIS) Florida State University

Key Competencies

Leadership,Strategic Planning,Budget Management, Customer Service and Support,Vendor Management

Disaster Recovery Planning,Six Sigma experience

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