Systems Administrator Principal Engineer
Resume:
JOSEPH SHAFFER
Lakewood, OH, 44107
***.*********@*****.***
SUMMARY
More than 30 years of experience in various Network Infrastructure environments beginning with enlistment into the U.S. Air Force. Administered and maintained all Windows Server platforms and Operating Systems. Hardware support background including a large variety of industry standard pc and server configurations as well as some phone systems and call recording solutions. Formerly Microsoft Certified Professional and a Microsoft Certified Systems Administrator. NICE 8.x-6.x Engage, CXOne, NCIE.
PROFESSIONAL EXPERIENCE
Convergeone
February 2016 - February 2025
Manager/Principal Engineer
● Promoted to Manager to handle and control overall WFO practice including both PS and Day 2 Support services.
● Managed team consisting of 11+ Full Time Employees and later all external contingent resources.
● Helped drive practice direction in line with market trends and available technologies.
● Responsible for customer escalations and concerns, working closely with internal resources and the customer to resolution.
● Lead design, managed, installed, and configured the NICE CXOne suite POC and customer integrations including QM, WFM, Performance Management.
July 2014-March 2016
Call Recording Engineer
● Maintained, supported, troubleshot and installed NICE and CallCopy recording systems nationwide; including the integration of these systems with Avaya, Cisco and Nortel phone systems and Windows networks
● Assisted in Incident management and assignment and escalations
● NICE 8.x, NIM 4.1, Engage 6.4, NPX certified
● Assisted with internal training and design responsibilities Classification: Avery Dennison - Public
J.P. Morgan Chase
July 2011-July 2014
Call Recording IT/Telecom Engineer
● Assisted in NICE Call Recording implementations and design and oversaw as well as assisted NICE technician installations with Avaya and Cisco CM integrations
● Troubleshot and maintaining recording systems integrations; NICE Perform 3.1-3.2, 4.1 and how they relate toWindows 2003/2008 Server, Windows XP, Windows 7 desktops and VDIs.
● Designed, built, configured and supported NICE recording platform for firm wide back office recording as well as to meet Dodd/Frank legislation compliance.
● Served as Product Engineer and Subject Matter expert in the integration of NICE with Cisco Call Managers 7.x-8.x versions. Digivoice/SPS
March 2008-July 2011
Technical Specialist
● Maintained, supported, troubleshot and installed NICE and CallCopy recording systems nationwide; including the integration of these systems with Avaya, Cisco and Nortel phone systems and Windows networks
● Responsible for internal IT systems administration of Windows 2003/2008 servers, Windows XP, Vista and Windows 7 workstations for more than 200 users.
● NICE NPX, Perform and 8.x certified
● Assisted with internal training of CallCopy recording systems including installation and troubleshooting
Lake County Board of MR/DD
June 2007-March 2008
Network Administrator
● Handled, troubleshot, and maintained Network Server Infrastructure
● Planned and implemented file server migration
● Responsible for implementation of patch managements systems and updates
Classification: Avery Dennison - Public
● Assisted in planning and carrying out agency wide Citrix thin client, pc, and server upgrades
Additional skills and experience: Various anti-virus packages including Symantec, Sophos, Kaspersky, ASP, Basic SQL, IIS and Sharepoint development as well as some VB. NICE 8.x through Engage 6.3 systems Certified installer/NCIE. NICE Perform Certified Administrator NIM 4.1. CallCopy/Uptivity Recording. NICE CXOne and All MS Office suites
Classification: Avery Dennison - Public
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