Call Center Engineer Software

VASILIOS A. DEMOS

***** ***** ***, ********, ******** 80241 303-***-**** *****@*******.***

Senior Quality Assurance Engineer Software Test Engineer Highly accomplished quality assurance and software test engineer with in-depth experience developing and implementing large-scale solutions for call center operations. Keen attention to detail and superior leadership aptitude consistently demonstrated in managing more than 300 virtual servers and desktops in a VMware 6.5/7.0 environment. Strong commitment to delivering optimal quality assurance support, including critical disaster recovery solutions testing. Exceptional work ethic and a highly versatile employee. Extensive knowledge of both Waterfall and Agile Development processes. Lead several technical test projects, from conception phase through integration/implementation, for various Avaya product lines. Customer exposure and experience based on driving customer escalations to closure. Operating Systems MS Windows 2019/2022 (Servers), MS Windows 11, Linux/Red Hat 7.9 to 8.1 Databases MSSQL 2016/2019, Postgre SQL

Applications Avaya Aura Product Line 8.1.3/10.1, Avaya Cloud and Collaboration Environment, VMware 6.5/7.0, Interaction Center, Oceana 3.10, Analytics 4.3, MS Exchange 2010, MS Office 2010/365, JIRA, Confluence

Automation Test Tools Silk Test, TARTS, Selenium, Ansible, Python, Kubernetes, Jenkins EMPLOYMENT HISTORY

AVAYA INC. 1999 to November 2022

Senior Solutions Interoperability Test (SIL) Engineer for Avaya Cloud Thornton, CO (2010 – November 2022) Subject matter expert in delivering quality support to ensure rapid resolution of software design issues. Lead disaster/recovery, performance and troubleshooting of testing processes for Avaya Cloud Enablement Contact Center and real-time/historical reporting via call center virtual applications driven by SIP agents in a large scale solution environment. Serve as System Test Team lead, liaising with development and product managers to ensure compliance with documentation and quality assurance tracking methods, as well as satisfaction of deadlines for Avaya Cloud Enablement Contact Center and Collaboration POD Fx 3.0 public release. Conduct load testing and performance measures for 5K SIP agents managing 40K calls per hour. Key collaborator in creation, administration and updates for procedures in company documentation for cloud enablement solutions.

Key Accomplishments:

• Procured and maintained customer-like lab environments with $250K annual budget.

• Ensured quality release of Avaya Cloud Enablement Solution 1.3.2 in a Virtual Enablement and Collaboration POD 3.0 environment while satisfying pre-established deadlines and new feature release dates.

• Increased Collaboration POD Aura applications performance by 10% by leading improvements and design changes - satisfaction surpassed performance matrix, scalability, and failover/recovery requirements.

• Championed, implemented, and executed test strategies and development test plans at various levels while maintaining adherence to Agile processes.

• Deployed and administered 376 virtual applications in a VMware 6.5 dual data center environment for Avaya Cloud Enablement Solutions per business product and architectural design requirements.

• Pioneered and executed manual test cases covering a wide spectrum of scenarios to deliver a maximum quality experience to end users and service providers.

• Acquired and maintained extensive knowledge of company products (e.g. Aura Communication Manager, Aura System/Session Manager, Elite Multichannel, Experience Portal, and Session Border Controller). System Test/Verification Engineer for IQ Westminster, CO (2007 – 2010) Installed and configured single and multi-host hardware servers to test various scenarios for IQ GA release (e.g. hard dialer, voice call). Supported development of written documentation for customers and company professional services divisions for partner reference.

VASILIOS A. DEMOS Page Two

Key Accomplishments:

• Ensured optimal functionality of software by conducting IQ service pack testing and certified targeted defects.

• Drove new feature requirements testing for future IQ releases.

• Initiated regression testing for service pack fixes on software defects.

• Collaborated in controlled introduction of customer IQ hardware and software installations across Beta locations. System Test/Verification Engineer for Interaction Center/Operational Analyst Westminster, CO (1999 – 2007) Installed and configured Interaction Center and Operational Analyst setups for testing based on existing operating system and database, aimed at simulating customer environment deployments. Facilitated international operational analysis training for system verification and development in India. Carefully managed escalated issues regarding customer service, serving as Subject Matter Expert and Tier 4 support. Assisted with I18n to ensure products supported desired languages and worked in collaboration with Operational Analyst release. Key Accomplishments:

• Established initial lab environments in Pune, India, during product line transition.

• Provided onsite support to various locations to eliminate issues and ensure proper use of products.

• Ensured delivery of superior quality while simultaneously meeting scheduled release dates during testing phase for Interaction Center and Operational Analysis releases 6.0 – 7.1.2. ADDITIONAL PROFESSIONAL EXPERIENCE:

ANALYSTS INTERNATIONAL CORPORATION CONSULTANT, LUCENT TECHNOLOGY Denver, CO 1997 to 1999 Y2K Technician, (1999)

Assistant Laboratory Manager (1997 – 1999)

MULTUM INFORMATION SERVICES Denver, CO 1995 to 1997 Network System Administrator

U.S. AIR FORCE 1979 to 2003

Reservist (Part Time) (MSgt/E7) Peterson Air Force Base, Colorado Springs, CO (1992 – 2003) Active Duty (SSgt/E5) Charleston, SC; Germany; England; Korea; Denver, CO (1979 – 1992) Received numerous medals, including: Meritorious Service Medal, (4) Air Force Commendation Medal, (4) Air Force Achievement Medal, National Defense Service Medal, Humanitarian Service Medal, and Armed Forces Reserve Medal. Long standing Top Secret (BI) security clearance, recertified in 1994 and not active. EDUCATION

Bachelor of Science Computer Information Systems & Management Science Metropolitan State University Denver, CO Associates Degree Business Management University of Maryland College Park, MD Associates Degree Personnel Resource Management Community College of the Air Force Montgomery, AL

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