Beverly Smith Email & Phone Number

Experienced Technical Analyst with a demonstrated history of working in the information technology and services industry. Skilled in Servers, Windows Server, System Deployment, Visio, and Troubleshooting. Strong information technology professional with a Bachelor of Science - BS focused in Information Technology from Illinois State University.

Listed skills include System Deployment, Servers, Technical Support, Visio, and 2 others.

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  Technical Analyst

  Teksystems

  Aug 2011 - Present - Bloomington/Normal, Illinois Area

  UCCE call reporting technology support on enterprise level for multiple contact centers. Maintain, support, and troubleshooting virtual contact center interaction including provisioning person, agent, skill group, call types, directory numbers, phones, and agent teams thru the UCCE, CUCM, and CTIOS interfaces.Scheduling software installs to coincide with rollout dates and worked to verify that software installed and performed per expectations.Troubleshooting issues with CTIOS from a client level perspective using remote access to check logs on client computers.Migrate data to SQL database using ETL and DTS.Manage and support VIM infrastructure of Application, SQL, Mediation, and OLAP servers on windows 2003 & 2008 platform.Support MACD implementation for office and contact center phone configuration.Mediation of call detail records (CDR) for reporting purposes.Configuration of soft and hard phone devices using the CUCM.Support and maintain CTI client installs and DMS push to client machines.Documenting and training of the Exony VIM infrastructure using Microsoft office suite and Visio.Provide consultation for Verint V.11.1 Impact 360 Suite support for Forecasting and Scheduling, Back Office, Adherence, Scorecards, eLearning, Quality Monitoring, DPA and Speech Analytics.Developed voice strategy, design, upgrade, deployment, and troubleshoot voice components.Perform Verint Impact 360 Suite (WFM, QM) and NICE Perform 4.1 Voice Recording solution design and deployment within a IPT and UCCE environment.Troubleshooting and case management in reference to Verint Workforce Management Systems.Worked side by side with Verint Systems to resolve specific recording issues and upgrades.worked with the Networking, Security and Database team to design and implement the solution platform. (Datacenter design…).

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  Illinois State University

  Information Technology