Technical Support Contact Center

Summary

I am a dedicated and results-driven professional with comprehensive knowledge of contact center infrastructure and operations, extensive experience in telecommunications, IT support, and customer service. Proven track record in managing projects, disaster recovery, application development, and ensuring system compliance. Skilled in leading cross-functional teams, delivering end-user support, performing trend analysis, and modifying systems for improved efficiency. Adept at troubleshooting complex issues and developing sustainable solutions that drive operational excellence. Known for a strong ability to adapt quickly, work collaboratively with teams, and maintain attention to detail while prioritizing safety, integrity, and productivity.

Accomplishments

Genesys Cloud Migration Excellence: Successfully led the critical transition of Genesys Pure Connect from an on-premises system to the Genesys PureCloud platform, enhancing system flexibility and operational efficiency.

Rapid Response to Global Crisis: Spearheaded the swift reconfiguration of Genesys cloud equipment for over 1,000 users, enabling seamless transition to remote work during the COVID-19 pandemic, with zero disruption to business continuity.

Strategic Infrastructure Expansion: Orchestrated the expansion of a health plan company's telecommunications infrastructure from a small-scale operation to a robust enterprise supporting over 1,200 employees, encompassing both call center and business operations.

Experience

June 2024 – Present

Genesys Cloud Consultant

CX Advocates

-Genesys Cloud Migration for Nationwide Retailer: Led the end-to-end migration of a large nationwide retail chain from Genesys Connect to Genesys Cloud, ensuring a seamless transition of contact center operations with minimal business disruption and improved scalability, reliability, and performance.

-IVR & Routing Design: Design of IVR and Routing Architecture with Seamless Integration of Contact Center Technologies with support for User Acceptance Testing (UAT) to ensure solution quality and functionality.

-Providing consultation on Genesys cloud: Consulting CX advocates on projects with migrating Genesys Pure connect to Genesys pure cloud.

Oct 2008 – Apr 2024

Principle Telecom Engineer / Telecom Manager

Liberty Dental Plan, Irvine, CA

-Genesys Cloud Application Support: Delivered comprehensive technical support for the Genesys Cloud application, assisting over 1,200 employees with setup, troubleshooting, and training, while monitoring platform performance to ensure optimal service delivery.

-Outbound Dialer Management: Developed, managed, and monitored the company’s Multiple Outbound Dialer Campaigns, ensuring performance efficiency, scheduling and compliance with industry standards.

-Custom Application Development: Designed and deployed tailored applications to meet the unique needs of various departments, improving operational workflows and user experience.

-Problem Solving & Analytical Expertise: Utilized strong analytical and problem-solving skills to diagnose issues, implement solutions, and ensure systems operated at peak performance.

-Leadership in Telecom Support: Led a dedicated support team in collaboration with IT and compliance departments, developing telecom strategies to proactively avoid regulatory and legal challenges.

-Reporting & Strategic Planning: Presented detailed progress reports to senior leadership, offering insights that shaped future telecommunications strategies and operational planning for call centers and other departments.

-Network & Equipment Support: Diagnosed and resolved network and equipment issues both remotely and on-site, maintaining consistent up time and user satisfaction.

-System Performance Monitoring: Regularly tracked and analyzed system performance data to identify trends, detect issues, and recommend improvements to optimize efficiency.

-User Training & Documentation: Developed instructional materials to empower users to maximize system features while preventing misuse and enhancing self-service capabilities.

-System Modification Analysis: Analyzed proposed system modifications for technical feasibility, cost implications, and potential risks, ensuring successful implementation and minimal disruption.

-Collaboration with Consultants: Partnered with technical team members and external consultants to renovate and modernize existing telecom systems, ensuring future-proofing and enhanced scalability.

-Technology Research & Integration: Conducted in-depth research on emerging telecom technologies, identified integration challenges, and facilitated system upgrades to incorporate new features and enhance overall system capability.

-Managed and Administered Pure Connect System: Provided support for call center and business users. Responsible for updating and applying the patches on the servers. Monitored and reviewed performance of the Genesys network with close attention to any outages. Worked closely with Carriers specifically for having backup lines in case there were any outages on the primary lines. Reviewed and resolved any Issue ticket from call center user either remote or on premise.

-Managed Multi-Site Telecom Infrastructure: Oversaw the design, implementation, and management of telecom infrastructure across multiple sites, ensuring seamless connectivity and operational efficiency including design and managing the IVR for inbound call Flow.

-After-Hours Support: Participated in after-hours call schedules to perform critical work, ensuring uninterrupted service and production during maintenance or upgrades.

Aug 1992 – Oct 2007

Field Support Engineer

Tadiran Telecommunication, Clearwater, FL

-Customer Technical Support: Provided outstanding technical support to customers through various channels including phone, online platforms, and on-site visits. Delivered prompt and effective solutions to technical issues, ensuring high levels of customer satisfaction and a seamless support experience. Tasked with testing and validating all equipment.

-Dealer & Client Support for Installations: Offered expert support to authorized dealers and clients throughout the remote and on-site installation of telecom systems, ensuring smooth setup, optimal functionality, and seamless user experience.

-Prompt Customer Coverage: Ensured prompt customer support by responding swiftly to notifications, providing daily coverage within a two- to four-hour window to resolve technical issues and minimizing downtime.

-Review of Customer Reports & Documentation: Thoroughly reviewed customer reports and technical documentation to identify trends, anticipate potential issues, and deliver proactive solutions to improve system performance and customer satisfaction.

-Product Inspections & Issue Resolution: Performed comprehensive inspections of malfunctioning products, diagnosing issues and implementing effective solutions to restore functionality and ensure optimal performance.

-Software Upgrades & On-Site Maintenance: Coordinated on-site application upgrades and software releases, working closely with customers to minimize disruptions and ensure continuous, uninterrupted service.

-Telecommunications Project Management: Led and managed large-scale telecommunications projects, overseeing all phases from planning to execution, ensuring successful implementation and on-time delivery of solutions.

-Client Training & Product Education: Provided comprehensive product training to clients, empowering them with the knowledge and skills necessary to effectively utilize telecommunication systems and services.

Education

Electronics Technology, Phoenix Institute of Technology, Phoenix, AZ

Electronics Technology, Phoenix Collage, Phoenix, AZ

Specific Technical Expertise/Specialty Courses

Genesys Platform Proficiencies: Genesys Pure Cloud, Genesys Cloud Admin, Genesys Cloud Architect, Genesys Cloud WEM, Genesys Cloud QM, Genesys Cloud Scripting, Genesys Cloud Outbound Dialer. Genesys Pure Connect,

Tadiran PBX System,

Basic knowledge of AWS on Natural Language,

Fresh Service Ticketing,

MS Windows,

Basic SQL,

Microsoft Office Suite,

Power BI,

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