Engineer Training

PHILIP MADDOX

Duluth, Georgia *****

770-***-**** **********@*****.***

SUMMARY

Expert engineer in computer telephony integration and voice and data technology with 10 years of global technical training experience in contact center systems and applications. Demonstrated proficiency in onsite implementation of client voice and data systems, campaign management, data processing and desktop application design and usage. Highly focused on conveying technical and operational information in a clear and concise manner.

EXPERIENCE

Presence Technology, Alpharetta GA 2014- 2015

Technical Trainer

Provided classroom and onsite training on contact center system administration, and system configuration. Showed clients how to configure inbound and outbound services on Avaya based ACD systems. Instructed clients on IVR scripting and Call Recording applications. Trained call center agents on the use and operation of the Presence Agent program. Instructed technical personnel on application development using the Presence Scripting program. Also, conducted classes on Presence Agent integration with client CRM applications. Used VMware and WebEx for remote training session as well.

Provided Spanish to English translation of documents and presentations.

Contributed to course development using the Moodle 2.0 learning platform. Created and updated Power Point presentations. Created operational documentation in Word and PDF formats. Also used Captivate and Camtasia to create instructional videos and demos.

3minute video example:

https://www.youtube.com/watch?v=Wzdf1JJ3K_o

Noble Systems, Atlanta GA 2010-2014

Implementation Engineer/Operations Trainer / Systems Support Analyst

Conducted classroom and onsite training for contact center system administration, and agent operations. Also provided training on development of desktop applications

Installed and configured the contact center systems

Provided telephone support to clients using the Noble System call center solution. ASPECT SOFTWARE, Duluth, GA 1998 – 2009

Technical Trainer / Systems Application Consultant

Conducted classroom training on contact center system administration, system implementation and configuration, report writing and system support, impacting over 2000 administrative personnel, implementation engineers, support engineers, and desktop application designers.

Provided training on telephony equipment and applications, automated call distribution, and predictive dialers with digital signaling (T1/E1) to implementation and telecom personnel.

Provided training in system implementation to coworkers and partners on various software programs and applications, resulting in more efficient installation, operation, and testing.

Delivered onsite end user training for customers using systems for predictive dialing systems.

Consulted with customers on system solutions and special features for call processing and desktop application development to achieve stated objectives and productivity levels.

Acted as subject matter expert to course developers to create and enhance course curriculum and materials.

MELITA INTERNATIONAL, Norcross, GA 1990 – 1998

System Implementation Engineer

Implemented and configured AIX and Windows based Predictive Dialer Systems.

Installed and integrated agent level desktop applications for DDE and 3270 emulation

Performed upgrades and migrations on Melita International Dialer Systems EDUCATION

Georgia State University Atlanta GA, U.S. - General Studies Control Data Institute - Completion of Computer Technology course Interactive Learning Center– Completion of PC technology and database management

Programming: Linux/Unix/AIX, XML, Asterisks, PostgreSQL,MySQL,ISQL

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