SUMMARY

A versatile, customer service oriented technician, analyst, manager and team builder with twenty-seven years of proven success in both corporate and non-profit environments. Demonstrated results in the call center, financial services, non-profit, travel and leisure, and long term care industries. Skilled in all aspects of information technology, telecommunications, operations, training, process analysis, auditing and accounting. An effective leader and project manager with special emphasis on partnering solutions with customers, technology and staff.

Call Flow – Process Improvement

PBX, ACD, IVR, CTI / Call Administration

Voice and Data Capacity Analysis

Hardware / Application Development

Multiple Project Management

Vendor Relations and Contract Management

Staff Development, Scheduling and Training

Client Technology / Needs Analysis

TECHNICAL KNOWLEDGE

Software Applications/Databases

AT&T Route-It Call Routing Manager and Global Network Client

Microsoft Office (Word/Excel/Powerpoint/Access) Visio, Project

Verint Ultra and Witness Call Management Systems

etalk Call Recorder, Advisor Quality Assessment Manager

Aspect System Management Suite, Architect Call Routing Designer, Producer/Director, Enterprise Contact Server, IP Network InterQueue, Real Time Server, and Report Writer/Runner

AVAYA Communication Manager, and CMS Reporter

Symon Management System; Superview, and Clientview

Periphonics PeriPro and PeriView

Hardware and Peripherals

AVAYA 8700 Media Server and G350 Media Gateway,

Aspect 400R Automatic Call Distributor

Periphonics 9500/is Interactive Voice Response Unit

Nortel Meridian PBX

Symon Message Boards and NetConnect

Operating Systems

MS Windows 7/Vista/XP

PROFESSIONAL EXPERIENCE

SHOREGROUP, INC., Syracuse, NY 2010 - 2011

Support Desk Supervisor

Supervisor for Level 1 and Level 2 IP Telephony and Cisco Contact Center Network Engineers who provided 24x7x365 technical support to clients. Responsibile for implementing plans and procedures to carry out proactive network monitoring upon request. Directly involved with customer facing service issues affecting network reliability, break/fix, enhancements, and restoring corporate networks.

Reviewed open cases and presented the information to management on daily operational reporting call.

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MODIS/AJILON CONSULTING, Syracuse, NY 2007 - 2009

Technical Support Specialist II

Contracted with National Government Services, Inc. (NGS) to assist in major telecommunication and networking projects.

Transitioned the Syracuse, NY and Harrisburg, PA facilities from a Siemens and Aspect CallCenter Phone Systems to an Avaya 8700 phone systems on time. This involved working with the vendor and the NGS staff to translate the call routing from one system to another and fully moving from one system to another in under 60 days.

Participated in upgrading the current Witness Call Recording and Evaluation System to the Verint Ultra System. This involved gathering the current user information, and transitioning it to the new system.

Designated the main technical resource for Witness systems. The data in the system was updated and streamlined for Quality Agents to use more effectively.

Primary resource for managing the phone headset inventory. Worked with vendor in purchasing and repairing the headsets and supplies. Completed a centralized headset repair/refurbish depot for all of NGS offices.

DELUXE CORPORATION, Syracuse, NY/Shoreview, MN 1996 – 2007

Senior Technical Analyst 2003 – 2007

Managed and participated in multiple projects with increased responsibility. Supported multiple call centers in telephony related issues. Analyzed various telephony processes throughout the Customer Care area, recommending any necessary improvements or opportunities.

Managed project to add and upgrade Periphonics Interactive Voice Response (IVR) Units for two call centers. This included getting Statements of Work and Purchase Requisitions coordinated with Corporate Procurement and vendors. Project was implemented on time and within budget. The upgrade allowed more expansive use of IVR processes.

Represented Technical Solutions Group in corporate-wide revenue project to provide Identity Theft Block services to Deluxe clients and customers. The project was done on time and within budget.

Participated as member of Operational Routing Committee for Customer Care area. The committee provided a unified process in making any operational or routing changes across the Customer Care area.

Developed and coordinated technical tasks to close the Syracuse Customer Care Center. This included coordinating with vendors and other business areas to ensure a smooth transition and deactivating, packaging shipping and disposing equipment. Project was completed earlier than scheduled and within budget.

Technical Support Specialist 1998 – 2003

Provided high quality primary support for all telephony related issues to the call center. Provided high quality secondary support for all PC end users and Network issues. Performed call routing development for the Aspect ACD from end user requirements definition and documentation to coding, testing and implementation. Managed or participated in various projects with increasing responsibility. Presented various status reports and updated technical issues as part of the Management Team related to the call center and Deluxe.

Switched cell phone providers and reduced cell phone usage in 2000 to save 20% in monthly costs.

Selected, negotiated with vendors, and implemented new local phone service for call center, saving 15% in monthly costs.

Managed installation and provided first call support of etalk call recording system for three call centers.

Replaced copiers to more effective multifunction high quality machines. This allowed direct high volume printing of documents for Team Leader and administrative PC’s. This saved 30% in costs.

LAN Administrator 1996 – 1998

Supported all PC and Network issues for the call center. Setup process and procedures to increase efficiencies in administrative and technical areas.

Received a “Partners on Every Call Award” for managing a successful deployment of more than 50 PC’s and related network connections as part of the center expansion. Hired and supervised staff of two to three contractors to assist in PC deployment. Project was delivered on time and on budget and PC users in the rest of the center were properly supported, despite Senior LAN Administrator being out on medical leave.

Developed, and deployed an agent performance database in MS Access with an outside contractor. This allowed a unified and standardized tracking of the sales agents in their performance.

Received a “Deluxe Way Award” for consolidating two Financial Institution Research Book (FIRB) databases into one, making the Help Desk at two call centers more efficient in using and updating the information.

Developed and implemented a Technical Inventory Database to track all PC’s, Monitors, and Printers in call center. This allowed better tracking of the technical inventory for all moves, adds and changes.

OTHER EMPLOYMENT EXPERIENCE

AMERICAN HEART ASSOCIATION, New York State Affiliate, N. Syracuse, NY

Director of Information Technology

Managed technical consulting, end user training and support, data entry and operations for voluntary health organization with revenue of $10 million in New York State.

Switched long distance service and maintenance contracts for telephone equipment for all offices statewide, saving approximately 15% on monthly costs.

Selected, implemented, and installed hardware and software and trained over 100 staff in 17 offices on PC's, Networks and DEC MicroVAX computers.

EDUCATION

BS, Accounting and Business Administration, State University College, Fredonia, NY

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