RICK NEVICO

*** *. ******** *****, ****** CA ****2

Home: 626-***-**** • Cell: 626-***-**** • adunrv@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

Over 29 years’ experience in the design, installation, testing, upgrading, troubleshooting, support and maintenance of various voice and data systems used by Enterprise Call Centers.

Multiple competencies including IVR System Administration • Genesys Skill Based Routing & WFM Products • Virtual Hold Technology • Egain Knowledge Base • OpenSpan Robotics

PROFESSIONAL EXPERIENCE

Washington Mutual – Northridge, California 1992 to 2009

Technical Support Specialist

Delivered around the clock coverage to ensure constant system availability in critical 24x7 environments for large Call Centers.

Maintained more than 200 IVR servers that processed over 1.5 million customers calls daily while maintaining availability in excess of 99.9%.

Seven plus years experience in vendor management. Worked as the project lead for the AT&T to VZB conversion at WAMU.

Designated as the project lead on all projects involving the IVRs including new IVR installations, ICM implementation, and CTI Integration.

Provided administration and support for the Symon applications. Interfaced with the business units to customize their reader boards and SDA’s to fit their needs.

Partnered with Call Centers around the world to ensure availability of critical voice and data systems. Worked with People Support to ensure proper call delivery to call centers in the Philippines and India.

Administered the Enterprise CMS Servers version 9, 11, 12, and 13. Supported all new User and Agent additions as well as provided access to Split Skills, VDNs, and Vectors. Ran the CMSADM monthly backups and reboots to ensure data and server configurations were never lost. Supported all new ACD additions and software revisions.

Collaborated with long distance carriers to identify and prevent international toll fraud.

Reduced the International dialing costs from $58,000 to 19,000 per month in one year. Received the WAMU ACE award for saving the company $468,000 in less than a year.

Worked closely with Avaya during the PBX upgrades and installations. Worked as the lead during the installation of 3 Definity G3 PBXs in support of the IVRs. Have knowledge of PBX trunking and basic administration.

RICK NEVICO (2)

Union Bank – Monterey Park, California 2010 to 2022

Senior Contact Center Engineer, AVP

Delivered around the clock coverage to ensure constant system availability in critical 24x7 environments for large Call Centers.

Managed and Maintained the complete Genesys suite of products including Genesys Call Routing 8.1, Genesys WFM Webservices 8.1, Genesys Framework 8.1, CCPulse 8.x, Call-Con, GPlus Adapter and Genesys Administrator.

Provided Administration and Troubleshooting support for all skill-based routing and reporting issues within Genesys.

15 plus years’ experience in Vendor Management. Managed several cloud-based products including Egain Knowledge Base, Pega/OpenSpan Analytics & Conduent IEX Reporting.

Designated as the Project Lead on all projects involving Call Center Integration listed below:

1.Intervoice/Convergys IVR migration to Avaya AAEP Speech enabled IVR

2.Genesys complete upgrade from 7.X to 8.X

3.Avaya upgrade to SIP. Connecting Genesys TServer into the new SIP solution and overhauling Genesys Admin with 11-digit DNs and Route Points

4.Virtual Hold Implementation including Click to Call and Mobile App

5.EGain Knowledgebase upgrade from In-house to Managed Cloud platform

EDUCATION

Devry – City of Industry, California

Bachelor’s Degree, Telecommunications Management.

Mount Sierra Career College – Arcadia, California

CNA & CNE Novell Certifications.

CERTIFICATIONS / TECHNICAL SKILLS

Genesys Engage Products. Genesys TServer 8.X, WFM 8.X, Management Framework 8.X, Genesys IEX for WFM 8.X, Genesys GPlus Adapter

Virtual Hold 7.X Callbacks, Click to Call and Mobile Apps

EGain Knowledgebase on Premise and Cloud versions

Avaya AAEP Speech Enabled IVRs

Avaya Centrevu Supervisor

Avaya Definity G3 Administration

Avaya CMS Administration Versions 9-13.

InterVoice IQTalk System Administration

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