Lucas James Miller

***** ***** ***** *******, ** 46514 574-***-**** adgtn8@r.postjobfree.com Page 1 of 3

Supporting Documentation and references furnished upon request Professional Experience

Genesys Indianapolis, IN to Remote (2019 – Present) A global leader for omnichannel customer experience and contact center solutions, trusted by 10,000+ companies in over 100 countries.

2019 – Present, PureConnect Add-Ons and Integrations System Engineer

Work direct with customers and partners to provide exemplary product support to the proprietary omnichannel contact center and communications solutions platforms PureConnect on Premises and PureConnect Cloud.

Provide excellent oral and written customer service customer service to maintain and improve customer experience over a 15 year career in the industry.

Collaborate with my own and other PSG engineers and Skill Management to help customers and partners troubleshoot issues using log trace analysis of the various subsystems involved within the Postal skill set where I specialize.

Postal team skill set includes Mail Services, SMS, Automatic Speech Recognition, Text to Speech, Chat (IWT), Chat Bots/Widgets, Streaming Media Server, Genesys Intelligent Automation, VXML, and more…

Identify product regressions and bugs and provide in-depth analysis for Development for fixes.

Keen attention to detail when investigating customer issues and providing various levels of explanation and documentation to aid the customer in getting the reported issue isolated and resolved.

Keep detailed notes during investigations and when providing Root Cause Analysis (RCA) and Resolution.

Cyberian Technologies Indianapolis, IN (2016 – 2019) Full-service Managed Service Provider (MSP) assisting business from small to large specializing improving and managing technology efficiencies.

2016 - 2019, Helpdesk Engineer (Tier 2)

Provide clients with friendly and professional tier 1 and tier 2 level support.

Resolve ticket escalations from tier 1 helpdesk and assist other tier 2 engineers with client support issues.

Perform client site assignments ranging from reported issues, daily onsite IT support, client machine/server deployments, and site assessments.

Provide clients support with specialization in key accounting, CRM, and CAD applications.

Meet with clients to discuss infrastructure recommendations and assist in IT policy implementations.

Aid Cyberian Account Managers with technical specifications & explanation during client meetings.

Lucas James Miller

23287 Crest Court Elkhart, IN 46514 574-***-**** adgtn8@r.postjobfree.com Page 2 of 3

Supporting Documentation and references furnished upon request One View, Inc. Indianapolis, IN (2015 – 2016)

Software company catering to the auto industry providing archiving and scanning solutions for dealer documentation and file management.

2015 - 2016, Systems Administrator

Responsible for internal computer systems and customer deployed workstations.

Manage/maintain IT inventory within our ERP system.

Assist customers with any technical issues with our scan stations (pc, scanner)

Help innovate new ideas to increase effiency with customer builds and deployments.

Aid IT Manager with new projects for improving infrastructure. I.T. Paladin Elkhart, IN (2013 – 2015)

Personal business specializing in small business I.T. system design, installation, and management. 2013 – 2015, Owner/Operator

Design, install, and maintain small business computer systems & networks.

Remote and on-site technical support.

A&R WASTEWATER MANAGEMENT, INC. Mishawaka, IN (2006 – 2015) Full service company committed to the proactive management and ethical disposal of liquid wastes. Services include the transportation of waste, new installation/repair and inspection of residential and commercial onsite wastewater treatment systems.

2008 - 2015, Systems Administrator

Manage I.T. functions and personnel with a reputation for timely attention to detail

Plan annual and bi-annual I.T. expansions based on I.T. budget projection.

Integrated accounting and CRM databases to increase efficiency in workflow.

Provided on-call I.T. Technical Support for all office personnel via remote or onsite if deemed necessary.

Updated and modernized security, office equipment, phone system, and computer systems.

Managed company telecommunications contracts and negotiated with providers to reduce monthly costs and bring company from basic mobile to smart phone capabilities.

Provided company with a resource to track fleet and small work vehicles via gps to reduce idle time, fuel waste, and allow for emergency call routing while mobile for service and construction personnel.

Custom designed company CRM UI to better match it’s needs, integrated web and other program functions to keep 80% of daily workflow refined to one program instance.

Designed LAN network (includes all cable running/management from building entrypoint to servers, printers, faxes, and workstations through main office and satellite offices.)

Enabled remote/satellite employees ability to connect to main office via RWW/OWA/RDP or terminal server protocols.

Lucas James Miller

23287 Crest Court Elkhart, IN 46514 574-***-**** adgtn8@r.postjobfree.com Page 3 of 3

Supporting Documentation and references furnished upon request

Managed domain credentials/SSL certificates for website hosting and RWW(Remote Work Webplace) web client.

Maintaining proper software licensing to ensure compliance with manufacturers. 2008 – 2012, Inspection Coordinator / Service Coordinator

Dispatched and coordinated service routes for transportation and disposal of liquid wastes

Dispatched and coordinated service routes for inspection and maintenance teams.

Scheduled and performed large grit collection accounts with driver and vac unit

Trained and supervised new inspections coordinator and inspector

Provided customer service for questions about system operation, maintenance and complaints

Generated paperwork at all levels of operations with a reputation for attention to detail

Provided and capable of performing field work to support operations as needed 2006 – 2007, I.T. Technician (Remote)

Trained office personnel on use of office data entry and processing systems.

Improved processes efficiency, thereby increasing office employee morale

Troubleshooted and fixed any computer, network related issues effecting employee workflow at tier 1 to tier 2 level remotely.

EET – Elite Entertainment Technologies Indianapolis, IN (2004 - 2006) Entertainment technology company specializing in home automation, theater installations, and commercial I.T. solutions.

2004 - 2006, Customer Experience Manager

Handled customer expectations and concerns before and after job completion.

Assisted installation and design crews on site on a regular basis to ensure customer satisfaction.

Aided in trouble shooting of network, electrical, and hardware issues on custom theatre and home automation installations.

Education:

CompTIA A+ Certification Completed: 10/14/2014 - 9KJMLCHJVHE4Q300 Genesys ICCE – Interaction Center Certified Engineer Completed: April 2019 Proficiencies:

PureConnect Cloud and PureConnect on Premesis, Connectwise Manage, Salesforce, ServiceNow, Oracle HCM Cloud, Connectwise Automate, Autodesk CAD applications, Kaseya VSA, NetSuite, Microsoft Exchange Server 2010, Exchange Online, Windows Server 2003, 2008 R2, 2016, Microsoft SQL Server 2008 R2, Microsoft SharePoint Foundation 2010, QuickBooks Enterprise 2011-19, ACT! CRM, Microsoft Office Suite, Microsoft Office 365 Management, Adobe CS Suites, Network Troubleshooting, Electrical and PC Design and Installation, Comdial DX80 Phone System Operation and Maintenance, ShoreTel IP Phone System Operation and Maintenance, Server/Workstation/Kiosk Design and Installation, Typing : 120 wpm

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