Customer Service Support Specialist

ARYA RANASINGHE

****.**********@*****.*** Cell: 646-***-****

SUMMARY

Over fifteen years of diversified experience in Customer Service & Information Technology Services, with exceptional customer interaction skills, training, and teaching skills.

EDUCATION

New York Institute of Technology, Old Westbury, Long Island

Master’s in computer and Electrical Engineering, May 2005

New York Institute of Technology, Old Westbury, Long Island

Bachelor of Technology in Telecommunications Management, May 2000

PROFESSIONAL EXPERIENCE

OITS CCSD Albany, NY

04/14 – Present

Develop & Support Verizon inContact VCC Scripting & NICE Engage application for multiple agencies. Key tasks include but are not limited to:

Script, Support & maintain Interactive Voice Response (IVR) scripting using inContact Studio Script Editor as well as VCC Central application

Monitor & assist with Verizon inContact VCC & NICE Engage application issues

Assist different agencies to modify & activate IVR applications as per requests by above mentioned agencies

Assist/monitor IVR emergency messaging change requests as well as tweaking que levels during peak season as per agency requests.

Configure, setup & test VOIP phones

Maintain and Troubleshoot NICE Performance & Cisco Media Sense Call/Screen recording software

Deploy & Maintain Contact Center related agent software including Cisco CTI Desktop Agent, Cisco IP Communicator, NICE Perform voice & screen recording software

Troubleshooting Contact Center and VOIP phone related issues

Monitor system components to ensure efficiency, reliability, and effectiveness of the system and/or third-party software by testing Daily ACID Test Performance

Develop, publish & update support documentation for internal use

Administer user accounts and profiles relating to Contact Center environment

Contact, meet and work with various hardware, software & telecom vendors to develop solutions & troubleshoot issues

Communicate regularly with end-users and other agency staff to gather information necessary to diagnose and resolve problems ITSM ServiceNow related incidents

Schedule & Perform Change Control tasks either later nights or early mornings every week on NICE IC’s & Screen logger application servers to maintain smooth performance

Perform weekly after hours’/weekend maintenance for servers to ensure healthy & smooth performance.

Lead all NICE application related server migration belonging to multiple agencies

Prepare Documentation used by team members as a quick reference for how to complete assigned tasks

Monitor Service Management System for assigned incidents

Micro Merchant Systems Inc. Long Island, NY – Network/Systems Support Specialist

12/ 07 – 03/14

Assist planning, designing and installing new computer & network systems

Install and configure new software

Conduct Operational Readiness Tests on newly built system components on the pharmacy insurance processing applications

Work closely with application developers to coordinate and properly apply system updates

Apply timely updates, fixes and patches to the existing application system as needed

Monitor system components to ensure efficiency, reliability, and effectiveness of the system or third party software

Participate in the development of technical and/or functional requirements for new components or enhancement to existing system components

Supervise, assist and coach less experience pharmacy software administration staff members

Install, setup & configure SQL Server 2005, & 2008

Create and maintain users, directory structures, security rights and printer configurations

Install, setup & configure Signature Pad, DMS & POS systems

Provide tech support to remote end users in a fast paced environment using LogMeIn, Remote Desktop, Show My PC or VNC

Health Care insurance (MCD, MCR & 3rd party) processing experience

APCom Computers Inc. Rego-Park, NY – Computer & Network Systems Analyst

11/01 – 03/07

Represented clients internally and coordinated with other functions to implement client systems, complete projects, and address ongoing service needs.

Trained customer service representatives to be proactive and upselling clients to increase sales

Acted as Procurement Department point of contact for United Nations & NYC local government

Provide detail information & pricing for RFPs, RFQs & ITBs in a timely manner

Worked closely with major distributors and customers before and after service

Perform installation, customization, testing and maintenance for hardware and software for proposed systems

Managed in developing and maintaining broadcast system

Complete projects in timely manner

Lucent Technologies, New York, NY - Associate Communications Service Technician

8/00 – 09/01

Worked at AT&T and Bell Atlantic (Verizon) sites

Installed a complete system of 5ESS communication switch along with Wave Star 2.5g, 40G fiber optic transport switch and DDU Multiplex. After configuring the units with circuit packs the system was tested for compliance with FCC Standards as well as ensured the fiber networks optical loss between components are within limits

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