IS/IT Administration and Analysis

Tyrone Welch

*** **** *********** ******* ***. **11

Grand Prairie, TX 75052

850-***-**** ***************@*****.***

Profile

Technically-proficient, dynamic and motivated business professional with

five years of experience in the IT and Contact Center industries. Skilled

in leading diverse teams on making sound business decisions based on

analyses of short and long-term business needs. Also possesses high

business intelligence and acumen required to work with multiple end-users

and agencies to compile and configure analytics that contribute to the

success of operations. Exceptional knowledge and work in computer

operations including:

> Website Development & Design

> Programming Languages: COBOL, HTML, Java, and SQL

> Database Administration

> MS Office Proficiency (Word, Excel, PowerPoint, Access, Outlook,

InfoPath, Visio, SharePoint, Project)

Work History

01/2010 - Present

Senior Dialer Administrator

CGI Technologies and Solutions, Inc., Bedford, TX

> Responsible for the day-to-day operation and monitoring of predictive

dialer systems utilized by three fast-paced contact centers both

foreign and domestic.

> Performed testing and maintenance of dialer systems and applications

to assure objectives are met for all clients and maximize productivity

through call handling efficiencies, system uptime, reporting and

analysis.

> Develop, test, implement, and produce ad-hoc business reports

containing dialer analytics as required by clientele that assist in

monitoring efficiency utilizing multiple data warehouses, standard and

customized.

> Works with collection teams to develop dialing strategies and

recommend improvements in call flow, managing agent-dialer efficiency,

setup inbound call routing, and resolve any productivity concerns.

> Responsible for the installation, configuration, and testing of Noble

Systems softphone software.

> Served as Project Lead for a system implementation of a cloud-based

environment from a premise-based solution to improve efficiency for a

standing client.

> Assisted in the project implementation and launch of a 50 seat agency

that handles healthcare initiatives.

> Experience with, and knowledge of, all Software Development Life Cycle

phases as an end-user and as a developer on a smaller scale.

> Conducted, and highly successful, in the training and development of

Junior Dialer Administrators.

11/2008 - 10/2009

Collector

NCO Financial Systems, Montgomery, AL

> Responsible for collecting funds and troubleshooting customer problems

and issues in a professional telecommunications environment utilizing

exemplary customer service.

> Communicate with debtors by telephone and approved written

correspondence to attempt to bring resolution to unpaid accounts.

> Counsel delinquent account debtors to assist in finding funds to meet

debt obligations.

> Knowledge, understanding, and compliance with all applicable Federal,

State, and Local laws and regulations that regulate the collection

industry.

Professional Accomplishments

> Developed and launched the first website for the Dialer Team which is

utilized by clients and management to access reports and documents

pertaining to their particular agency. Website is multi-faceted as it

includes a password-protected portal for the Dialer Team members to

gather information such as procedures, access to work-related

websites, and reporting processes.

> Developed the Ticket Management database where all tickets created for

low to high impact issues, external and internal, can be tracked and

logged for internal purposes.

> Developed and implemented the process known as the Dialer Admin

Checklist used by Dialer Administrators where they submit information

detailing all tasks completed during their respective shifts.

> Designed an IVR Flow which materialized into the Dialer Team

Troubleshooting IVR used to increase effectiveness of troubleshooting

client issues when they arise.

Education

2003 - 2008, B.S. in Business Administration, Major: Computer Information

Systems

Alabama State University, Montgomery, AL

Activities

Alpha Kappa Psi Professional Business Fraternity, Inc. (Life Member)

Association of Information Technology Professionals (Past Member)

Kappa Alpha Psi Fraternity, Inc. (Active Member)

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