Benjamin Monk Email & Phone Number

Plano, Texas

Provide operational server support for the MCCA groups such as: Enterprise Contact System, Nuance Voice Platform, and Workforce Management groups. Work with customers, vendors, and MCCA staff members to alleviate daily, project based, and ongoing telecom and computer related problems. Key Contributions: * Install and upgrade Nuance Voice Platform software on all new/old servers. * Maintain server system and application information for 1,400 servers including Microsoft security patching, Oracle Java patching, and McAfee upgrades. * Schedule system break/fix, MS security patch, and monthly maintenance for all IVR and ECS servers within the Bank of America HL&I division. * Add, delete, and modify Nuance Management Station account profiles, application URLs, CTI gateway, and T1 trunk assignments. * Ensure proper call flow routing from the cloud to the ACD, through logical flow, and transferred to the appropriate agent site. * Install, upgrade, and maintain Aspect Administrator software, * Train new operation employees to properly use the Nuance and Aspect software. * Verify all servers working properly on a daily basis 24/7. * Application Level 3 support for Aspect software such as Workforce Management, Unified IP, UCC RTR, and Enterprise Contact Server.* Application level 3 support for Nuance Voice Platform and Cyara Solutions.

Plano, Texas

Desktop Technician:Provide level-two computer, server, and phone support for all division employees desktops/laptops on a daily basis. Maintain professional relationships with customers, vendors, and staff members for technical hardware and software. Key Contributions: * Build and integrated new desktops for all employees in the company. * Install and upgrade all computer related software for all desktop, laptop, and lab computers. * Add, delete, and modify active directory accounts and security badge profiles. * Collected logs and did daily server system checks. Integration Technician :Build quality approved customized servers’ for local and nationwide companies. Test and modify each server to UL regulations, NEI standards and/or customer requirements. Implement the proper software on every server from processes and procedures given from the customer or that has been set by NEI standards. Collaborate with Field Application Engineers and Manufacturing Engineers to create in-depth documented processes for standard builds. Key Contributions: * Integrate and Build customized and standard servers on a daily basis. * Complete server hardware and software quality checks on servers that have been built by other technicians. * Recommending and implementing appropriate solutions to nonworking systems. * Create and modify network, power, and serial cables to custom requirements.

Richardson, Texas

Helpdesk Technician:Managed customers employee network and email accounts through Active Directory, and provide Tier-II support for all remote customers. Created and removed web domains; trained new helpdesk technicians on Active Directory and proper company procedures. Key Contributions: * Built and maintained a Linux DNS Server. * Tier-I support for remote internet users.

Plano, Texas

Provided comprehensive onsite support for all campus staff; including Tier-I support for LAN/WAN products. Key Contributions: * Maintained an inventory database of all technical hardware and software on the campus. * Recognized for outstanding quality of customer service and numerous personal commendation from clients.

Longview, Texas Area

System Administrator:Installed and maintained a Citrix Proliant server so all remote employees could access network files and applications. Created and managed all network user/group accounts for the division. Maintained and provided comprehensive remote and onsite support for division employees, Tier-I support for LAN/WAN products. Key Contributions: * Repaired printers, NICs, laptops, PC’s, fax machines, and switches * Maintained daily, monthly, and yearly backups using compressed 24GB DLT tapes and Veritas Backup Exec software * Setup and maintained an employee time clock system using TimeClock manager. * Inventoried all computer hardware and software within the division.