Business Analyst with 15+ Years IT & Contact Center Expertise
Resume:
TONY MALLEK
Stevens Point, WI
********@****.***
www.linkedin.com/in/tony-mallek-904401114
PROFESSIONAL SUMMARY
IT Support and Contact Center Technology Specialist with 15+ years of experience across enterprise support, CCaaS migrations, and infrastructure operations. Known for resolving complex incidents, supporting large-scale deployments, and improving service performance in contact center and cloud environments.
CORE COMPETENCIES
IT Support/Service Desk, Windows 10/11, Microsoft 365, Azure, Intune, Active Directory, ServiceNow, Jira, Networking, CCaaS platforms (Avaya, Genesys, Five9), Verint WFO, IVR/IVA, Dialogflow, API troubleshooting, TeamViewer, Unified Communications, Technical Documentation, Process Improvement.
PROFESSIONAL EXPERIENCE
ASPIRUS HEALTH – Field Service Technician (Contractor)
Stevens Point, WI Dec 2025 – Apr 2026
• Led support for a 3,000+ device Windows 10 migration and deployed 350+ Windows 11 systems with zero downtime.
• Configured systems using Microsoft 365, Azure, and Intune.
• Provided on-site technical support with strong customer satisfaction.
• Used ServiceNow to track and resolve incidents.
NTT DATA / HUMANA – Service Desk Engineer II (Contractor)
Stevens Point, WI Apr 2025 – Dec 2025
• Provisioned new-hire hardware and recovered equipment on termination.
• Resolved 125+ tickets per month while maintaining a 99% satisfaction rate and supporting end-user hardware provisioning and recovery.
• Administered AD, M365, Azure, Windows 10, and networking configurations.
• Provided remote support via TeamViewer, resolving 95% of issues without dispatch.
• Delivered exceptional customer service and resolved technical issues efficiently.
ASSOCIATED BANK – Contact Center Engineer
Stevens Point, WI Apr 2023 – Apr 2025
• Played a key role in migrating contact center platforms from Avaya to Genesys and from Genesys to Five9.
• Built a Five9 dashboard alternative that reduced annual costs by $180,000 and supported CCaaS platform migration work.
• Improved IVA performance using call-flow design and Dialogflow analytics.
• Troubleshot Five9 APIs using Postman.
• Supported fraud detection technologies including Pindrop.
ASSOCIATED BANK – Infrastructure Engineer
Stevens Point, WI Apr 2020 – Apr 2023
• Delivered Tier 2/3 support for desktops, laptops, printers, and connectivity issues.
• Supported UC systems: Avaya, Teams, Polycom, Crestron.
• Managed onboarding and offboarding for phones, routers, and switches while supporting UC infrastructure and incident response.
• Led incident and problem management using ServiceNow.
ASSOCIATED BANK – Business Systems Analyst
Stevens Point, WI Aug 2011 – Apr 2020
• Served as SME for WFM, IVR, and Verint, supporting contact center operations and technology projects from design through completion.
• Led technology projects to on-time completion.
• Developed workflows, design standards, and ITSM best practices.
• Created technical specifications and business cases.
JOERNS HEALTHCARE – IT Support Analyst
Stevens Point, WI Jan 2010 – Aug 2011
• Led Service Desk operations and continuous improvement.
• Configured call routing, hunt groups, and IVR responses.
• Installed and maintained software, operating systems, and telephony systems.
SENTRY INSURANCE – IT Business Systems Analyst
Stevens Point, WI May 2007 – Dec 2009
• Modernized legacy systems with web-based applications.
• Gathered and translated business requirements into functional specifications.
• Led UAT efforts and validated solutions.
• Delivered training and post-deployment support.
TECHNICAL SKILLS
Avaya, Genesys, Five9, Verint, IVR/IVA, Call Routing, VoIP, SIP trunking, PBX Management, ITIL, ITSM, ServiceNow, Jira, Active Directory, Windows OS, PowerShell, Microsoft 365, Azure, Intune, Networking, SaaS, Deployment & Rollout, Troubleshooting, Agile, Process Improvement, TeamViewer, Customer Service.
EDUCATION & CERTIFICATIONS
• New College – Swindon, England
• Bachelors – Business Management
• Microsoft Exam MD101 (Windows Client)
• Five9 VCC Administrator Certification
• Cisco CCNA
• ITIL 4 Foundation
KEY PROJECTS
• Developed and implemented a Five9 dashboard, cutting annual contact-center licensing costs by $180,000.
• Led Avaya Genesys and Genesys Five9 CCaaS migrations, delivered on time and on budget with zero defects.
• Managed Verint WFO upgrades (v10 v11, v11 v15) ensuring seamless rollouts.
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