EXECUTIVE SUMMARY:

I have a solid **+ year history in the tele-communications industry. I excel at being a liaison between customers and technical teams. My past experience with Aspect, Avaya, Nortel and Cisco Systems, combined with my in-depth knowledge of networked systems, call recording products and call routing technology make me an ideal addition to your team. I am able to quickly adapt to your needs. My ability to successfully blend project management with training gives me an edge over traditional IT personnel. I am organized

EXPERIENCE:

08/2017 – Present NiSource (TCS) Columbus, OH

Technical Lead

Architected and implemented upgrade to NICE Engage 6.10 system with Engage Search and NICE Nexidia.

Created technical documentation and implemented upgrade to NICE APA 6.5

Team Lead and technical trainer for 11 offshore and 2 onshore Support Engineers

Troubleshooting of non-recording agents and SME for major outages and incidents.

Change Management Approver, Administrator and Implementation Engineer.

Worked as Technical Lead for PCI Compliance project.

Designed, did technical documentation, training and testing for NICE/Nexidia project.

SYSTEMS USED: Avaya PBXs, NICE Engage 6.10, NICE/Nexidia 6.12, NICE Engage 4.11; SQL 2003, SQL 2005, SQL 2012; Windows 2003 Server, Windows 2012 Professional, Microsoft Access, Microsoft Visio 2003, Microsoft SharePoint 2017, Service Now Ticketing System, NICE Sentinel 4.1, NICE Advanced Process Automation., HP Quality Management System 9.2, HP Quality Center 9.2, HP Release Management 9.2. Genesys PBX, Genesys WFM, Genesys Call Routing

Certifications/Training Obtained: NICE Interaction Management and Analytics 4.1 Advanced Troubleshooting Course. NICE NCSE 6.15 Certification. NICE/Nexidia advanced user/administration training.

12/2015 – 07/2017 American Express Phoenix, AZ

Engineer II

Operations Support Engineer for maintenance and problem resolution of 360,000 contact center agents from 13 separate NICE 8.8, 8.9, 3.5, 4.1 and 4.6 systems.

Created reporting and troubleshooting tools for NICE/Nexidia Interaction Analytics and NICE Call Analysis databases.

Engineered and implemented HP Site scope system monitoring tool for proactive problem management.

Troubleshooting of non-recording agents and SME for major outages and incidents.

Change Management Approver, Administrator and Implementation Engineer.

PRSA Compliance Officer for Call Recording Systems.

QA and release testing and management for marketing database that interfaced into NICE.

Automated data extraction scripts that pulled data to flat file for sales reporting.

Production and administrative support for EWFM servers.

SYSTEMS USED: Avaya PBXs, Cisco UCCE PBX, NICE Engage 4.6, NICE Perform 3.5 and 4.1; NICE 8.9, SQL 2003, SQL 2005, Windows 2003 Server, Windows 2003 Professional, Microsoft Access, Microsoft Visio 2003, Microsoft SharePoint 2017, Service Now Ticketing System, NICE Sentinel 4.1, NICE Interaction Analytics 4.1, HP Site scope., HP Quality Management System 9.2, HP Quality Center 9.2, HP Release Management 9.2..

Certifications/Training Obtained: NICE Interaction Management and Analytics 4.1 Advanced Troubleshooting Course.

10/2012 – 05/2015 JPMorgan Chase (Modis) Tampa, FL

VP Application Developer - Level 3 Call Recording Engineer

Level 3 Engineer for migration of 110,000 contact center agents from 23 separate NICE 8.8, 8.9, 3.2 and 3.5 systems. Converted to NICE Interaction Manager 4.1, 9 international hub sites.

Created reporting and troubleshooting tools for NICE Interaction Analytics and NICE Call Analysis databases.

Designed and implemented customer required enhancements for Contact Center expansions, migrations, upgrades etc. Assisted in agent administration for large migrations to NICE systems, Avaya and Cisco UCCE PBXs.

Troubleshooting of non-recording agents and SME for major outages and incidents.

Approved, tested and implemented all patches, upgrades, fixes etc. First in lab environment, then in production environment.

PCI Compliance Officer for Call Recording Systems.

Production support EWFM systems.

SYSTEMS USED: Avaya PBXs, Avaya T-Servers, Cisco UCCE PBX, NICE Perform 3.1, 3.2, 3.5 and 4.1; NICE 8.8 and 8.9, SQL 2003, SQL 2005, Windows 2000 Server, Windows 2003 Professional, Microsoft Project 2003, Microsoft Access, Microsoft Visio 2003, Microsoft SharePoint 2010, HP Incident Management Ticketing System, HP Quality Management System 9.2. NICE Interaction Analytics 34.1,

Certifications/Training Obtained: NICE Certified Systems Administrator NICE v4.1, NICE Interaction Analytics Advanced Troubleshooting Course v4.1, NICE Sentinel Implementation and Upgrading v4.1.

08/2010 – 08/2012 Citi Card Services (Modis) Jacksonville, FL

Senior Network Administrator

Application ownership and support for migration of 81,000 contact center agents from 11 separate NICE 8.9 and 3.2 systems. Converted to NICE 3.5, 5 hub/spoke sites.

Created reporting and troubleshooting tools for NICE Interaction Analytics and NICE Call Analysis databases.

Engineered and implemented customer required enhancements for Contact Center expansions, migrations, upgrades etc. Assisted in agent administration for large migrations to NICE systems, Avaya PBXs.

Troubleshooting of non-recording agents and SME for major outages and incidents.

Approved, tested and implemented all patches, upgrades, fixes etc. First in lab environment, then in production environment.

PCI Compliance Officer for Call Recording Systems

QA and release testing and management for 2 marketing and account databases that interfaced into NICE.

SYSTEMS USED: Avaya PBXs, Avaya T-Servers, NICE Perform3.0, 3.1 and 3.5, NICE 8.9 and 8.9, SQL 2003, SQL 2005, Windows 2000 Server, Windows 2003 Professional, Microsoft Project 2003, Microsoft Access, Microsoft Visio 2003, Microsoft SharePoint 2010, Resolve IT Ticketing System, HP Quality Management System 9.2, HP Quality Center 9.2, HP Release Management 9.2..

Certifications/Training Obtained: NICE Certified Systems Administrator NICE v3.2 and 3.5, NICE Interaction Analytics Advanced Troubleshooting Course v3.5, NICE Sentinel Implementation and Upgrading v3.5.

06/2008 – 04/2010 Convergys (Apex Systems) Jacksonville, FL

Network Architect/Senior Analyst

Architected new installations and changes to Convergys’ NICE Systems network. Project managed support and install teams to ensure time commitments were met. Audited network design documents to ensure accuracy and updated as necessary.

Utilized as a resource by Executive Management and Account Managers. Tested systems after each change to ensure accuracy and to make sure all aspects of the NICE system were still functioning properly. Completed ITP (test plan) and handed off to Production Support. Assisted with Project Profile maintenance and audited for accuracy.

Served as a backup for Network Access Administrator. Updated team SharePoint site with pertinent information. Lead Payment Card Industry (PCI) Standards project, which included leading overnight change calls for changes and auditing systems and processes to make the NICE network PCI Compliant.

SYSTEMS USED: Avaya PBXs, Nortel and Cisco PBXs, NICE Perform, NICE Screen Sense, SQL 2003, SQL 2005, Windows 2000 Server, Windows 2000 Professional, Microsoft Project 2003, Microsoft Access, Cisco UCCM/UCCE, and Microsoft SharePoint 2000.

Previous Positions:

10/2006 – 01/2008 IBM Global Network Services (Compu-com) Louisville, KY

Network Administrator - Call Recording

04/2006 – 10/2006 Humana Healthcare Louisville, KY

Workforce Management – Call Traffic Analyst

05/2000 – 11/2006 AOL – Time Warner Charlotte, NC

Workforce Management Specialist – Tier 3 High Speed Internet Support – Systems Analyst

Engineered and supported Aspect EWFM system and integration to Aspect ACD system as well as connectivity to the Aspect Dialer and Bright IVR.

Administrative support for the Aspect Dialer, Aspect EWFM and Aspect ACD, as well as for the Symon boards located in each call center.

Did forecasting and scheduling for 3 call centers, ~600 Agents.

03/1998 – 07/2000 GE Industrial Systems Charlotte, NC

Regional Technical Accounts Representative

EDUCATION:

University of Phoenix Charlotte, NC

Courses in Management Information Systems

Lighthouse Christian School Arroyo Grande, CA

High School Diploma

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