Christopher Ruff Email & Phone Number

Managing Team Responsible for:Building, supporting and troubleshooting contact center remote workforce; Completed Enterprise design, development, installation and support of contact center as a service (CCaaS) Project that moved all 18 contact centers to a cloud platform. Work included building inbound/outbound call campaigns, users, skill groups, profiles, contacts, dispositions and reason codes; Business Continuity Plan (BCP) development, execution and support for lines of business (LOB); Contact center operations and support of applications including quality monitoring, workforce management, reporting, agent skilling, Sales Force Administration and SharePoint; Verint WFM/QM Version 15.2; Universal Support Center with Omni-Channel Operation; CRM - Salesforce; Five9 Virtual Contact Center (VCC); Five9 Intelligent Virtual Agent (IVA); Five9 Supervisor Plus; Five9 Agent Soft Phone; Five9 Agent Desktop Plus; Five9 University Training; Five9 Administration; Cisco Unified Contact Center Enterprise (UCCE) 11.6; Cisco Finesse; SIP Trunking; Cisco Unified Communications Manager (CUCM); Build and deploy various Cisco phones including 7941, 7942, 7945, 7961, 7962, 7965, 7971, 8851 and Cisco IP Communicator (IPC). Completed and deployed full session-initiated protocol (SIP) conversion that replaced all ISDN circuits for the entire enterprise including contact centers. Provide third and fourth level support for the enterprise voice system on a 24/7 rotation basis. A graduate with a Bachelor of Science in Business Administration with concentrations in Management and Marketing from California State University, Sacramento. Additional education includes Associates of Science in Business Administration, Project Management Certification, Network Security, Data Communications and Certified Administration in UCCE, CUCM and Unity Connections. Over 25 years in Health Care Industry with designing, building, deploying and troubleshooting contact centers environments.

Rancho Cordova, Ca, Us

•Unified Contact Center Enterprise (UCCE) 7.0, 8.0, 10.5.2a and 11.6•Cisco Voice Portal (CVP) 3.0, 4.1, 8.0, 10.5.1 and 11.5•Finesse, Finesse Supervisor, Cisco Agent Desktop (CAD) and Cisco Supervisor Desktop (CSD)•ROGGERS, Intelligent Call Manager (ICM), Application Workstation (AW), Historical data Server (HDS) and Peripheral Gateways (PGs)•Configuration Manager, ICM Script Editor, Device Targets, Device Labels, Device Rules, Call Types, Skill Groups, Dialed Number Installation, CAD Workflow Design, Finesse and Finesse Gadgets•Microsoft SQL 2003, 2010 and 2012•Cisco WebView Reporting, Crystal Reports 11.0 and Virtualized Interactive Manager (VIM)•SIP, ISDN/PRI, T1 and Inter-Cluster Trunking•Cisco Unified Call Manager (CUCM) 4.1, 7.1, 9.1, 10.5.2 and 11.5.1•Cisco Unity and Unity Connections 4.0, 7.0, 10.5.2 and 11.5•Cisco WebEx and Cisco Jabber 11.5.2, 11.8 and 11.9•Cisco 4431, 3945 and AS 5400 Voice Gateways•Design and installation of 15 Contact Centers throughout the VSP Enterprise.•Cisco 7941, 7942, 7945, 7961, 7962, 7965 and 7971 Phone Configuration and Deployment•Cisco Internet Protocol Communicator (IPC) Configuration and Deployment•Complete Site Design, Configuration, Deployment and “end-user” Training for all 15 Contact Centers. VSP Customer Service Contact Center is 17 Time “World Class” Designation by Service Quality Management (SQM) from Toronto, Canada•System Administration for three separate Call Manager Clusters using Native Admin Tools•Computer telephony integration (CTI) route points for calls to be transferred or received from separate clusters•Successful Separation of Contact Center Clusters from Non-Contact Center Personnel •Work closely with Data Engineers with Firewall Requirements, System Testing, Network Security, VLANS, and VPNs. •Ability to Lead Projects and Teams as well as Work Independently

Rancho Cordova, Ca, Us

Extensive background in contact center installation and design. Starting with Aspect call center using TDM technology before leading the business environment on enterprise conversion to voice-over-internet protocol (VoIP) using Cisco Call Manager 4.1 and Cisco Unity Voicemail system. Built reporting infrastructure using Crystal Reports and Aspect's Report Writer/Runner. Moved forward with reporting in the Cisco Environment with WebView. Installation and support of agent monitoring software, ClicktoCoach.