Engineer Manager

Frank M. Wilkins

**** ****** ** ****** ****, Littleton, CO 80127 720-***-****

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

Verint/Nice Voice Engineering Consultant

Over 15 years experience as a Telephony Systems Integration Consultant.

Primary responsibilities include Verint, Witness and Nice Call Recording Solutions, integration interfacing with the Avaya, Cisco Telephony infrastructure interfacing with VOIP, Digital, SIP and Analog technologies.

ITIL Certified

Verint Impact 360 Workforce Optimization Recording Solutions V10. V11 and Ultra 10 trained

Verint Witness Recording Solutions Certified through 7.8

Nice Systems Recording Solutions Certified through PERFORM

Mosaics Predictive Dialer trained

Microsoft Certified

Avaya Communication Manager, Definity, G3 PBX Certified

Novell Engineer Certified - CNE

NARTE Telecommunications First Class Engineer Certified

Professional Experience

Capital One (Collabra) Aug 2014- August 1 2016 -Remote Denver Co.

Verint Support Engineer-Network Voice Operations3rd level Verint/Witness support. For 31,000 users

Maintain and support Witness V7.x, Verint 9. Ulta10 and Verint V11.

Established and maintained agreed upon Service Level Agreements (SLAs)

(HPSM) HP Service Manager Change Records, Incident Management and Agile Project Lifecycle Management in day to day operations.

Involved in day to day operations including patches, upgrades, firewall issues.

Call Recording integrity checks, failures and archival integrity aligned with Dodd -Frank compliance requirements. On call support 7x24.

Interact and direct offshore resources for after hours support.

Interfacing with vendor on high escalation issues, testing new features and upgrades in Lab environment

State Farm (Tek Systems) July 2011-July 2014 -Remote Denver Co.

Level 3 -Verint support. Systems Technical Analyst & Deployment Lead.

Technical Analyst 3rd level SME for the Call Monitoring and Telephony team supporting Verint v11.x impact 360 solutions with Cisco and Avaya telephony. PCI Recording, Quality Recording, Data Encryption, Rod Recording Screen Capture,

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WFM, Speech Analytics, Back office, Desktop Process Analytics DPA, Scorecard eLearning.

HPSM- IC Coordinator for all Verint incidents directing tickets to proper level for resolution. Coordination for defect management, offshore support, Managed Service teams, and vendor resolution, hot-fixes/patches, server and client upgrades.

Software deployment lead and project coordination. Completed the cutover of 35,000 users.

Providing oversight to Test teams on multiple test environments (Dev1, Dev2 and Sim Prod) with test time-lines and Scheduling. Coordination of KI’s,

Lead Engineer for Legacy Product 7.8 Verint through transition and rollout of Verint v11.X

Aetna Insurance (ICONMA) - July 2010-April 2011 Hartford Ct

Call Recording Voice Engineer -Verint and Speech Analytics Responsible for the Verint Ultra 10 Enterprise environment.

Responsibilities include the testing, upgrades, troubleshooting, integration and expansion of the current infrastructure for the Verint Call V10 Recording Solution.

Time Warner Inc. -July 2009- June 2010

Previously under contract through Principle Solutions contracting with Time Warner Inc. as a Witness Call Recording Consultant.

Primary responsibilities were to oversee 25 Witness 7.7 sites and serve as recording SME. These sites were recently upgraded to 7.8 under my guidance.

Responsibilities include troubleshooting all issues involving CSCM, CTI, Enterprise Viewers, QM and Archivers. This also entailed resolution and configuration for PCI Compliance, firewalls, routers, network and server builds.

Lead Engineer for Verint Witness, Avaya, internal teams and 3rd party vendors to design, implement, and keep current with latest patches and versions on existing applications and the upgrade to the 7.8 platform.

ING Inc -Feb 2009- June 2009 Remote Denver Co

Contractor for TEK Systems as a Consultant for ING Inc. as a Nice Call Recording Consultant.

Primary responsibilities were to prepare multiple sites for the installation and upgrade of Nice Perform 3.X running in parallel with Nice 8.9. Assist with PBX, AES,MAP-D, Network and Server Builds. Coordinate efforts with cross impacted units and 3rd party vendors to design and implement the parallel systems. Project manage pre-installation requirements for ING then project manage the Nice install of Perform. Administration of the Perform software platform after installation.

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Avaya Inc (Formerly Lucent Technologies)- Highlands Ranch, CO Feb 1997-May 2008

Senior Integration Consultant-80% Travel Required for U.S. and International customers.

Designed and integrated onsite CTI solutions.

Integration of Witness VOIP Call Recording Full Suite Impact 360, and all versions up to 7.8.

Integration of Nice systems Call Recording products including all versions up to the Perform Suite.

Installed and administered AVAYA CTI, Telephony Servers, Linux, Avaya Communication Manager through 5.x. Avaya AES (Application Enablement Server) interface and integration of these systems. Interfaced with Avaya G3, G3si, 8710, 8720 and 8730 Media Servers. ACD, IVR, AES. TSAPI, CMAPI, JTAPI, Communication Manager/Switch/PBX working knowledge.

A working knowledge of C+ in Predictive Dialing environment and SQL as it pertained to channel partner applications.

Executed on site test procedure and performed Acceptance test procedures.

Knowledge and experience with Microsoft and Linux servers in order to troubleshoot and resolve service issues.

Centrylink/QWEST- Denver, CO Feb 1990-May-1996

Corporate System Administrator

Managed a staff of 10 IT professionals within Qwest’s 14-state region.

Responsible for the compilation, analysis and production of data used in the monthly Regulatory settlement process. Researched, formatted and provided data to Regulatory groups for State and Federal reporting requirements.

Telecommunications and Switching Design Engineer

Established design data requirements for switching entities.

Determined the capacity provisioning and relief of traffic sensitive switching components, plans for growth, modernization and service improvements.

Education

B.A. - Colorado University, Boulder, CO

Computer Operations - University of Phoenix

Computer Operations Instructor, Colorado Department of Higher Education Certified

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