Daniel Houde Email & Phone Number

Boston, MA, US

• Oversaw the management, architecture, and support of the operations of the organization's omni-channel customer experience technologies globally.
• Design, implement and deliver NICE CXone IVR, ACD, chat, email, and analytics software with the goal of continuous improvement of the company’s customer relationship management strategy.
• Lead supervisors, SMEs, and other stakeholders through implementations, integrations, onboarding and other technical projects.
• Serve as the point of contact for maintenance, troubleshooting, reporting and training.
• Own, drive, and manage all projects and resources associated with customer experience technology.
• Collaborate with internal stakeholders to build solutions in those systems that support new business requirements and process improvements.

Concord, NH

• Develops operating system and maintenance procedures, server deployment and network procedures, and security best practice and procedures.
• Maintains the security and integrity for NHRS’ infrastructure which includes securing 35+ Windows and Linux servers, Cisco network hardware, Cisco phone system, software and hardware, facilities and protecting the.
• Manages the technical aspect of IT systems, including LAN, WAN, BCP and Discovery Recovery technologies, and telephone system.
• Ensures the resolution of organization wide and end user specific hardware and software issues in a professional and timely manner. Communicates directly with staff to determine user needs and to recommend solutions.
• Monitors, maintains and audits the utility and efficiency of the organization’s existing computer hardware, equipment, and software. Responsible for the evaluation and recommendation of new computer hardware.
• Participates in systems planning and implementation with respect to data storage, communications, and networking.

Concord, NH

• Coordinates testing, implementation, and documentation of database applications, including analysis, working with external vendors, unit and systems testing, test data preparation.
• Serves a first point on contact with related vendors as appropriate.
• Serves as in house expert on, and maintains in-depth working knowledge of application design for critical, large, complex NHRS applications and websites.
• Provides administration of NHRS database management systems, including but not limited to major application databases; telecommunications; web site; and helpdesk. This includes, but is not limited to, providing support.
• Implements effective security and disaster recovery procedures; and ensuring data integrity. Provides accurate and retrievable database backups.
• Prepares specifications documentation and maintains application software, assuring compliance with NHRS standards and requirements.

Concord, NH

• Provide network LAN administration to support 70 users, 300+ employers, and over 80,000 active members and retirees on NHRS network and servers. Duties include configuration, implementation, maintenance.
• Provide management of user access to resources on the network with new hires and terminations.
• Builds, configures, troubleshoots and integrates new and existing end user hardware and software applications. Assists with infrastructure upgrades.
• Provide network administration and acts as administrator for and maintains local area network
• Provide evaluation and recommendation of new computer hardware (PCs, printers, servers and other hardware infrastructure) and web based applications.
• Assists the Database Administrator in the management and maintenance of the pension software

Manchester, NH

• Support and administer network, telecommunications, server, and end user equipment for a nationwide call center with 1000+ users in 7 locations
• Deploy, research, and test new hardware and software applications
• Build, configure, and deploy desktops and laptops, coordinate and execute software updates, resolve local and remote connectivity issues, support personal devices
• Administer and maintain call center and telecommunications system back-up solution
• Administer call accounting and call management systems
• Ensure telephony system, process integration, and security are successfully implemented for newly launched clients

Portsmouth, NH

• Install and Integrated proprietary Audio/Video Teleconference equipment for high profile clientele
• Assemble demonstrations for trade shows and for potential clients. Act as technical liaison to sales team

Marlborough, MA

• Establish, monitor and develop a Technical Support Center for 1500+ workstations over 11states
• Provide phone support and onsite support for hardware and software systems in several divisionfacilities on a national level

Honorable Discharge