Cal C. Email & Phone Number

-Experienced in many areas of healthcare, insurance and call center technology.-Performed Systems Analyst and Business Analyst functions in call center, document management and banking operations. -IVR design, requirements writing and testing agent desktop software. -Defining, writing and testing user stories including acceptance criteria for internal banking software-Helped define user interfaces for an internal document management website that allows users to store, view and update business documents in real time -Served as technical product owner for internal banking software products-Helped with the migration of multiple thousands of agents from Cisco call center software to Genesys software over a multi-year time span-Documented web service interactions and performed data mapping between middle-ware and interactive voice response (IVR) software-Used tools such as Microsoft SQL Server, SoapUI and DBVisualizer to retrieve data from multiple claims and eligibility databases during the analysis processSpecialties: Systems Analysis, Business Analysis, Genesys Contact Center, Cisco Unified Contact Center Enterprise (ICM), Cisco Unified Contact Center Express, Cisco Unified Communications Manager (Call Manager), Unity, Cisco Agent Desktop, Unix and Windows systems