Lead Technical Engineer for enterprise compliance platforms including: NICE Engage Call Recording, Nice Nexidia Interaction Analytics, and NICE Advanced Process Automation

Advanced Analytical Solutions, Telephony Architecture, and Automated Controls for Enterprise Complaints and Remediations division

Responsible for T3 support and maintenance of NICE 8.x, Perform 3.2, and NIM 4.1 platforms for approx 100k users and 1100 servers at Wells Fargo sites. Working with voice and data networks in the capacity of design, implementation and project management. Writing all automation scripts for HPSA, installations, monitoring, patching, backups, and data mining. Daily monitoring and support of all multi-site Interaction Analytics systems. Microsoft operating systems, Networking, SQL, Security and… Show more Responsible for T3 support and maintenance of NICE 8.x, Perform 3.2, and NIM 4.1 platforms for approx 100k users and 1100 servers at Wells Fargo sites. Working with voice and data networks in the capacity of design, implementation and project management. Writing all automation scripts for HPSA, installations, monitoring, patching, backups, and data mining. Daily monitoring and support of all multi-site Interaction Analytics systems. Microsoft operating systems, Networking, SQL, Security and VoIP technologies. TDM, VoIP and CTI – advantage Telephony platforms including Avaya, Nortel, Aspect, Siemens and Cisco – advantage. CTI Integrations with Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage. Show less

Deployment and 3rd tier support / management of centralized VOIP recording solution (Cacti) throughout 16 call centers in North America, Europe and Asia including Focus Record VoIP, Executive Connect, ObserveCTI, and WebPortal applications. Solution includes infrastructure integration of Active Directory, Terminal Server, VXP, Projection Server, Desktop, Thin client, CTI, Web, WAN/LAN, VLAN Spanning, Cisco Call Manager, Cisco AW DB, hard/softphone environments to provide NextGen recording… Show more Deployment and 3rd tier support / management of centralized VOIP recording solution (Cacti) throughout 16 call centers in North America, Europe and Asia including Focus Record VoIP, Executive Connect, ObserveCTI, and WebPortal applications. Solution includes infrastructure integration of Active Directory, Terminal Server, VXP, Projection Server, Desktop, Thin client, CTI, Web, WAN/LAN, VLAN Spanning, Cisco Call Manager, Cisco AW DB, hard/softphone environments to provide NextGen recording solutions for 8000+ employees and 500+ remote client users. Daily tasks include build/monitor/troubleshoot windows 2003 servers. Upkeep of personnel/access/scheduling DB's using select queries/update commands within SQL. Packet sniffing and analysis to resolve network related issues. Status conference calls with business leaders, clients, and vendors. Ongoing interaction with product developer to sync issue lists and set clear priorities. Client support includes but not limited to Amex, ATT, DirecTV, Sprint, GE, Capital One, Bank of America, Sherman Resurgency, AOL, Target, Peoples Energy, Centerpoint Energy, Metro PCS, Energy East, CompuCredit, Verizon, and Bell Canada/Bell Mobility. Show less

Provided 1st and 2nd level support for call center with 500 workstations. Account administration for AD, Novell, Exchange, and client systems. Support Lucent Definity switch by administering stations, punching digital/analog lines, and Intuity voicemail. Nagios administration for network monitoring. Write and execute login and installation scripts. Create, test, and multicast images over LAN. Setup new Windows 2000 / 2003 servers. Build and maintain Witness servers including: (dialogic cards… Show more Provided 1st and 2nd level support for call center with 500 workstations. Account administration for AD, Novell, Exchange, and client systems. Support Lucent Definity switch by administering stations, punching digital/analog lines, and Intuity voicemail. Nagios administration for network monitoring. Write and execute login and installation scripts. Create, test, and multicast images over LAN. Setup new Windows 2000 / 2003 servers. Build and maintain Witness servers including: (dialogic cards, database, capture client, Server) Perform backups on Servers utilizing ARC Serve / HP Netbackup. Project management for building expansions including overseeing cube installation, voice/data, technology infrastructure, and electrical installations. On call network support for 16 sites in US, Canada, Philippines, and India. Converted Call Center from PC to Thin Client and TDM to VoIP based environments using Terminal Server/ VMware and Cisco IPCC solutions. Managed project for build of new 1100 seat call center. Oversaw additional new /expansion sites in Buffalo, Montreal, Columbus, Parsippany, Manilla, and Noida. Train and oversee new onsite analysts. Show less

Responsible for the technical training for new 2.3 million square foot campus. Conduct tests, compile and share results on Warehouse Management System process improvements. Developed facilitator and associate training manuals. Responsible for the coordination and restructuring of a 168,000 square foot order-filling module.

Responsible for the operation of two order filling departments and a shipping department which included three administrative assistants and seventy-five associates. Wrote and issued performance appraisals and corrective action. Provided mentoring to four candidates in the internship program. Provided coaching and motivation to associates to achieve goals in areas of quality, safety, productivity, and cost savings. Compiled and executed cost and productivity enhancements which yielded savings of… Show more Responsible for the operation of two order filling departments and a shipping department which included three administrative assistants and seventy-five associates. Wrote and issued performance appraisals and corrective action. Provided mentoring to four candidates in the internship program. Provided coaching and motivation to associates to achieve goals in areas of quality, safety, productivity, and cost savings. Compiled and executed cost and productivity enhancements which yielded savings of 72,733.61 in labor and supplies. Developed training for in house systems Conducted start of shift meetings. Show less