Cory Barnes Email & Phone Number

San Antonio, Tx, Us

Annandale, Va, Us

- Developed a scalable AWS Lambda function integrated with the ServiceNow API for real-time email verification, enhancing system reliability by 35%, reducing error rates by 40%, and streamlining user validation processes for thousands of daily requests.- Engineered an innovative on-hold notification feature for the contact center platform, slashing SLA breaches by 80% and significantly enhancing the customer experience for over a million end-users.- Architected a PIN-based authentication module, reducing direct agent calls by 60%, and setting a benchmark for secure and efficient user verification processes.- Revitalized the main IVR system architecture, modularizing code to boost maintainability and adaptability, laying a solid foundation for future technological enhancements.- Designed and deployed a robust AWS Lambda function to automate the generation and upload of GRXML grammar files for ASR (Automatic Speech Recognition) systems, integrating ServiceNow API and CXone, improving file processing efficiency by 50%, ensuring secure API access via AWS Secrets Manager, and enhancing system reliability with comprehensive error handling and logging.

St. Paul, Minnesota, Us

- Led a dynamic cross-functional team through an agile migration of telecom and contact center platforms (Genesys/NICE CXone), delivering the project 7 months ahead of schedule and setting new standards for operational excellence.- Championed the integration of cutting-edge contact center platforms with backend systems through REST APIs, fortifying data security and streamlining customer service operations.- Authored comprehensive technical documentation, empowering developers with clear, accessible knowledge and boosting overall productivity by 40%.

Tampa, Florida, Us

- Orchestrated the seamless onboarding and integration of over 65 clients onto a state-of-the-art VoIP platform, achieving a 50% cost reduction in telecom expenses.- Engineered and implemented five contact centers (NICE CXone, RingCentral), driving significant operational efficiencies and a 30% reduction in staffing costs.- Established the telecom department from the ground up, fostering a culture of innovation and setting new benchmarks for service excellence.

Tampa, Florida, Us

- Solely managed and supported UCaaS solutions (RingCentral and NICE CXone) for 6000+ users across multiple states, delivering high-quality analytics, call recording, and campaign support.- Earned commendations for contributing to a high satisfaction level within the telecom department through diligent support and innovative campaign strategies.

Linthicum Heights, Maryland, Us

- Successfully migrated 700+ Visionworks from existing telecom platforms to 8x8 -- using store surveys developed implementation plans, configuration, and programming, coordinated with vendors, did IT asset management, and supported system -- successfully completed project 4 months ahead of schedule and boosted franchisee satisfaction.- Seamlessly migrated Versant Health to RingCentral MVP platform and integrated it with existing NICE CXone system via SIP trunks -- performed business needs analyses, project management, configuration, and programming, coordinated with vendors, developed roles and security, did IT asset management, did User Acceptance Testing (UAT), and supported system -- completed project 5 months ahead of schedule, successfully supported WFH migration during COVID.

Randolph Afb, Tx, Us

- Directed the ambitious $50M+ Cisco unified communications system installation, serving 4000+ users globally and maintaining an impressive 99.999% uptime, a testament to meticulous planning and flawless execution.- Managed Cisco network installations across seven sites for 6000+ users, providing strategic and technical support that was pivotal to the Network Operations Center's success.

Randolph Afb, Tx, Us

- Played a pivotal role in supporting multi-million-dollar network installations across seven sites, serving 6,000+ end-users and providing unwavering technical support to the Network Operations Center.- Acted as a technical linchpin for the intelligence communities of DNI, NSA, Army, Air Force, Navy, and Coast Guard, ensuring seamless operations and security.

- Orchestrated the development and implementation of a comprehensive Information Technology Disaster Recovery Plan for 9 hospital dialysis departments, ensuring robustness and compliance.- Spearheaded the creation and management of the IT department budget, consistently delivering results within budget constraints and optimizing resource utilization.- Innovated a HIPAA-compliant information backup system, reinforcing data security and patient confidentiality.- Engineered a meticulous inventory system achieving 100% asset accountability and operational transparency.- Pioneered a custom software solution to streamline dialysis supply orders and inventory management, significantly enhancing operational efficiency and service delivery.

Bachelor'S Degree, Network Operations And Security

Associate Of Science - As, Information Technology

Leadership And Management, Organizational Leadership

Computer Systems Networking And Telecommunications

High School Diploma

Master Of Business Administration - Mba, Information Technology