Information Technology It Project
Resume:
Cathy Covington
Stone Mountain, GA *****
***************@*****.***
www.linkedin.com/in/cathy-covington
SUMMARY OF QUALIFICATIONS:
●Over 10 years of diversified Information Technology experience in strategic planning & integrations.
●Multiple years of system upgrades, service integrations, data migrations, software system development.
●Highly skilled SME in Voice Operations VOIP, Genesys, CISCO UCCE, Avaya CM, Call recording platforms.
●Over 5 years IT Project Management and Business Liaison support for customers. Agile methodology.
●Experience troubleshooting Window servers, related service issues and telephony Web Apps & SQL servers.
●Strong knowledge of infrastructure and business applications, software integration, hardware sizing.
●Adept at analytical and problem solving; including system performance, implementations an upgrades.
●Highly motivated, achieve high performance and consistent quality work within the SLA timelines.
●Create Standard Operating Procedures, UAT for product launch for clients. Configure system/users
●Experience implementing Web services, Contact Center as a Service- Cloud solution.(CCaaS), AWS.
●Create call flows. Collaborate with project teams to meet client goals, RTM, RFPs, SLAs for stand up of on premise / cloud Contact Centers, Verint WFO suite, video/audio, VTC, Speech analytics, WFM, DPA, Session Border Controller-SBC, SIP, ISDN. Administer Amazon Connect, Contact Lens, Contact Control Panel, IVR, contact flows, Real Time Protocol, reporting, metrics, analytics, KPIs, software migration and CRM data.
●Gather price quotes to integrated products to meet business and vendor requirements/specifications.
SKILLS:
Software: CISCO UCCE, CVP, CUCM, Finesse, CTIOS, Jabber, Genesys, Amazon Web Services; AWS Connect, AWS Console,
Contact Lens, Contact Control Panel, Routing Profiles, User Management, Call Flows, Real Time Metrics, reporting, File
configuration, log files, Avaya CMS, Avaya workplace, JIRA, VPN, ISDN, MCAFEE, Aceyus, Verint 15.x, CTI, Citrix, Resource
Manager, Skill Manager, CyberArk, Gateway, Active Directory, VTC, Flexera Portal, MS SCOM, Nagios, Netcool, Splunk,
Enterprise Voice, Webex, Asset Management, change management, NICE, ServiceNow, Remedy, Screen Capture, Call
recording, Remote Desktop, RSA, VRU, IVR, WFM, Speech Analytics, FTP, DPA, Network utilities, SIP call flows, Clarity
LAN, WAN, Wireshark, TCP/IP, RTP, UDP, SharePoint, Avaya AES, Onex, Adhoc, Service Observations, Playback, Archive,
Security patches, egain analytics, releases, validation, Skype, Amazon Web Services, SSO, SAML, Firefox, Internet
Explorer, Chrome, Firefox, HTTPS, Domains, WebLogic, Agility, APIs, RESTful, SOAP, Okta, IAM, UKG. VDNs, SDWAN, Apple
IOS, Android, Google, MS Teams, SDLC, TMS, Zoom, Workday.
Database: SQL Query, SQL Enterprise Manager, Cloud Watch, Active Directory, QuickSight, S3, Tableau, Oracle.
Development: UAT, testing, debugging, software engineering, implementation, manage, maintain software systems.
Operating Systems: Windows: 2013, 2011, 2012 R2 server, 95, 98, XP, Windows 10, VMware, VDS, Powershell.
MS Office: MCSE, MCSA, MCP, PowerPoint, Teams, Word, Excel, Azure, Office 365 Suite, MS Outlook, Vlookup, Viso.
Hardware: SQL servers, media servers, switches: Symposium, PBX Nortel/Meridian link, Avaya, Rockwell, Siemens, PC; Dell, Compaq ML 5380, IBM 3290, PCI slots, Routers, VLAN, Cisco, Hub, PC, Intel Dialogic 5.1.1, SP1, Ethernet, NIC cards, TDM / IP ports, G430, G650, dialogic voice board, digital & analog ports, VPS, HP PCs, Servers: WebSphere, Logitech, Polycom CMX 600, 650, CMX335.
PROFESSIONAL QUALIFICATIONS:
PERATON / Social Security Administration (Contractor)
Sr. IT Systems Analyst
02/2021 – 10/2024
Successfully provided technical SME knowledge and system development for various business requirements, service integrations, upgrades, system & database migrations, implementations. Successfully complete JIRA change requests, breakfix, access, and third party software and server issues. Transitioned Contact Centers from on- premise to Amazon AWS CCaaS.
●Implemented Verint v15.2 system upgrades, performed installations- WFO Audio and Video software applications, UAT, monitored system and server alarms, resolved incidents, and service request MACD tickets. Performed Application analysis. Pulled server log files.
●Managed user extensions in Genesys CM, Avaya CCMA, Aceyus, and Verint DataSource.
●Configured, ran and uploaded Reports to OCS SharePoint for all N8NN TSC sites.
●Provided strategic telephony technical guidance, analysis, implementations support for customers.
●Performed Database migration from legacy system to new unified NGTP platform services.
●Successfully completed application and server in lab testing an UAT, pre and post cutovers of the systems.
●Deployed new software, installation and migration for Call Manager and Contact Center Environments.
●Provided faster customer support experience and user interface, Chat, and CSAT with AI-Powered CCaaS solutions.
●Troubleshoot software and hardware, performed updates, database restores, Supported WFO suite, speech analytics, WebLogic, WFM, performance management, reports, forecast & scheduling, dashboards, KPIs, DPA, audio/video screen capture, call recording, playback, Service Observations evaluations,
data metrics, KB releases system updates,
●Provided documentation, procedures, and MS Teams voice system training to end users/supervisors/agents and Directors to learn the new User interface functionality.
●Gathered system requirements for system upgrades/installs, sizing specifications.
●Resolved issues system related issues.
●Provided regular status updates to stakeholders and senior management.
●Ran Adhoc and created custom .
●Installed KB releases and system updates.
OMM IT Solutions / Northrop Grumman @ Social Security Administration
Sr. IT Systems Analyst (Contractor)
7/2020 – 02/2021
Successfully performed third party system & service integrations, from legacy platforms to unified NGTP platform. Troubleshoot and performed PC, server and telephony software upgrades, installations- WFO Audio and Video software applications, system alarms, incidents, and service request MACD tickets. Performed application & hardware analysis.
●Analyzed and monitored system performance and system alarms for quick resolution and optimization.
●Performed Genesys Admin user updates and changes.
●Skilled Avaya CCMA, Aceyus, Verint DataSource, RTP, SIP. Configured system and profiles/extensions.
●Resolved issues related to call recording, playback, screen capture, evaluations, speech analytics, assisted customer with Adhoc and custom forms, implementation of product support KB releases and system updates.
●Resolved issues related to call recording, playback, screen capture, Service Observations evaluations, speech analytics, WFM scheduling, DPA, KPI data metrics, KB releases system updates.
● Managed and resolved JIRA tickets. Assisted OCS N8NN with transition to Amazon AWS Connect.
●Created SOPs for instructions for TSC agents and supervisors.
●Performed Speech audits and assisted creating scripts and screenshots for User Guide with for DRLS – Data Row Level Security (in Tableau) for Business Intelligence.
●Troubleshoot / Support SSA OCS - Verint v15.2 upgrade, installations- WFO Suite Audio and Video software applications, call recording system alarms, incident, and service request tickets. Used agile methodologies for projects.
●Configured/ran uploaded custom Reports for customers and OCS SharePoint access.
Apex Systems / Cigna (Contractor)
Infrastructure Voice and Video Engineer
4/2019 – 4/2020
●Performed Contact Centers software deployments, data migrations, service integrations and system upgrades.
●Skilled Genesys, CISCO UCCE and Verint v15.2 system upgrade, installs / deploy Verint 15.2 software. FTP/ upload secure files from servers. Ran CISCO UCCE, SQL, Aceyus queries/ reports, Run; HPSM weekly report, Flexera Application Portal, CyberArk Privileged Account Security –server passwords.
● Troubleshoot / Support Verint WFO Voice and Video software applications, system alarms, incident and service request MACD tickets for healthcare lines of business.
●Developed and maintain documents standard operating procedures for projects and processes.
●Performed analysis to investigate production issues for daily and weekly reports for lines of businesses.
●Resolved issues related to call recording, playback, screen capture, evaluations, speech analytics, assist customers with Adhoc and custom forms, implementation of product support KB releases and system updates.
Futran Solutions/ @ HUMANA (Contractor) Product Support Engineer
7/2018 – 12/2018
●Helped lead system software integrations; Security, Data migration, SSL/ TLS 1.2. Collaborated with stakeholders and engaged with Vendors on weekly conference calls regarding current projects and outstanding program issues.
●Monitored and applied patches, upgrades, Hotfixes for Verint v15 software/system for the business.
●Configured users in CISCO UCCE CUCM, Genesys Administrator extensions into Configuration Manager, integrate with Avaya Level 3- implementations, troubleshoot call recording, archive, playback, screen capture, WFM, and Speech Analytics issues.
●Executed SQL DB backups, sent secure PHI/PI data, managed and researched tickets.
●Provided users access permission for roles within organizations to allow playback for encrypted calls.
Liberty National Insurance
Account Manager
07/2017 – 4/2018
Maintained and oversee client accounts for Supplemental Health, Life and AD&D insurance, renewed existing Business accounts, established new clients to ensure insurance coverage.
TATA Consulting Services / Vanguard Financial Services (Contractor)
Sr. Voice Engineer
10/2016 – 4/2017
●Provided extensive technical SME leadership for Telephony projects, system & service integrations and related issues.
●Performed root cause analysis to prevent reoccurring issues of failed call recordings, applied hot fixes due to defects and program bugs, latency issues that were preventing access and functionality of services to customers.
●Provided technical analysis and problem-solving for telephony applications and server issues.
●Managed and troubleshoot Verint I360 v11 call recording, Contact Center concerns, configured users, extensions into Genesys Admin, Configuration Manager, integrate with Avaya AES, SIP call flow, Avaya OneX softphone, RTP, TCP, UDP, IVR, PBX, moves, migrations, and implementations.
●Experience with Enterprise Converged Technology Solutions, including Telephony servers, ACME SBC, application functionality, PBX switches, Skype software, delivery migration, and all associated task within scope of the project. Import/export data from SQL DB.
●Built profiles into telephony data source, Cisco UCCE, CUCM, Verint, and Genesys -Administrator, CME.
●Prepared and ran recurring operational performance reviews for the customers and process improvement plans.
●Collaborated with departments to implement lesson learned and processes of improvements.
●Proactively developed- process of improvements and communicated operational process changes or challenges
to Contact Center customers and internal management.
●Provided strategic planning for voice/audio service integrations, data migrations, implementation support on CISCO, Genesys, Avaya Communication Manager, Verint and integrated platforms.
●Customer Engagement Optimization provided first end-to-end actionable intelligence to optimize the workforce, improve enterprise processes, managed, and enrich customer interaction. Including technical system support, design, analysis, system upgrades, implementation support for external customers. Collaborated with cross- functional teams.
Verint Systems Inc.
Sr. Product Support Engineer
5/2015 –6/2016
●Responsible for the day to day contact center’s operations including status of system integrations, system/software upgrades for customers’s Genesys, CISCO UCCE, AVAYA telephony Platforms environments.
●Performed root cause analysis to prevent reoccurring issues of failed call recordings, defects and program bugs, latency issues that were preventing access and functionality of services to businesses.
●Troubleshoot telephony VOIP software and hardware, performed updates, database restores, installs on PCs / servers, SSL, Skype, MS Lync, Supported WFO suite, VOIP, WebLogic, WFM, forecast /scheduling, scorecards, dashboards, KPIs, VOIP, DPA, RTP, TCP, SBC call flows.
●Performed Java version updates and installs on application servers for Java based third party software.
●Supported window servers, VMware, built VM lab, telephony switches, middleware, web, and SQL servers.
●Provided system enhancements, implementations and new releases, configuration, FTP of files and databases, built virtual servers, reduplicate issue in test lab, RDP, VPN, Webex on customer’s network.
●Met critical deadlines, SLAs, document and achieve consistent quality work within timelines.
●Provided product performance validation (UAT) rapid resolution of critical issues.
Zolon Technologies INC. / CareFirst BCBS. (Contractor)
Sr. VOIP Engineer
7/2013 – 12/2014
●Provided primary backend technical duties for system Issues and interfacing service integrations for Verint WFO: Call recording, video system, QM-Quality Monitoring, archive, playback, storage of data, DPA -Desktop Process Analytics, Enterprise
● Voice, Skype, MS Lync, interfaced with CISCO UCCE, Genesys CM; UCCE, finesse, interaction workspace, interactive insights, Contact Centers, SIP, SBC ACME, VHT, RTP, UDP, SBC,TCP/IP, CTI, calling recording telephony platforms. Database migration and upgrades.
●Troubleshoot Call flow routes to agents, planned day-to-day strategies and requirements to resolve issues and provided Root cause analysis. I provided direct contact with the business to support in reaching/exceeding business goals by participating in the development / evolution of the strategic direction for call centers.
●Provided consultation to the user community on call center technology an ongoing support of call center technology. Managed changes for call center systems including configuration, design, reports and implementation, coordination of new applications, upgrades and the introduction of enhancements to existing systems.
●Performed root cause analysis to prevent reoccurring issues of failed call recordings, defects and program bugs, latency issues that were preventing access and functionality of services to businesses.
TekSystems, Inc @ Blue Cross Blue Shield of SC (Contractor)
Sr. System Analyst III / Sr. Application Analyst
4/2008 – 1/2012
● Provided Tier 3 product owner technical SME for development of Call recording service integrations, system and software upgrades & design for Contact Centers with CTI telephony and Admin functions for call recording, screen capture for various lines of businesses and high-level users: Private Business, Commercial, Client Advocates, Quality Assurance, Medicare, government, Tri-Care, Blue Choice, and corporate users.
● Performed daily and weekly backups, software/hardware support on web telephony servers, vendor applications.
● Gathered and provided technical test requirements in test lab on test servers, and PCs prior to implementing performed root cause analysis to prevent reoccurring issues of failed call recordings, defects and program bugs, latency issues that were preventing access and functionality of services to Businesses.
● Followed critical WMS, ITIL processes. Implemented, troubleshoot, call recording issues and documented resolution of network issues and systems outages. Updated and added extensions and position IDs and users for call recording and playback of calls. Maintained Qfiniti database and aging of call recordings. Reset user’s passwords.
● Maintained disk space on database servers. Scheduled monthly server reboots and weekly maintenance.
● Resolved work request for Qfiniti call recording systems and cross-functional areas. Configure servers, files settings, provide instructions for installs of client software. Ensured technical assistance for telephony hardware and software.
● Supported application and server groups in implementations and deployment.
● Analyzed and updated SQL server databases, schedules, and weekly backups. Provided enhancements with input to CTI and Genesys for telephony interfaces, ACD/PBX/Symposium/Nortel/Siemens/ and Avaya/ CISCO switch.
● Collaborated with the engineering team to administer and maintain Qfiniti call recording call flows.
● Scheduled plans in system, added and removed user accounts rights and passwords.
● Ensure hardware & software maintenance for telephony servers and pinpoint indicators of firewall issues.
● Monitored multiple network servers weekly to meet PCI compliance via Opsview and Nagios alerts.
● Manipulated data using various data manipulation and extraction techniques. Pinpoint indicators of firewall issues Researched and provided input for Case Investigation for ICT-NH Process of Improvement Council.
Education & Certifications:
●David N. Meyers College – Business Administration – credits earned, Cleveland, Ohio
●ICM School of Business – Computer Information Technology Systems, AA- Associate degree, Cleveland, Ohio
●Southern Polytechnic State University –Professional Project Management PMI Certificate, Marietta, GA
●Midlands Technical College: A+, Network +, Healthcare IT, Active Directory Windows, server +, Security +
●Autonomy Etalk Corporation - Field Service Engineer Certification
●Global Knowledge – Certified MCSE, MCSA, MCP, MS Windows Server Atlanta, GA.
●EDS / Electronic Data Systems - Operations Management Certification.
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