Responsible for handling complex quality assurance and test environment problems and issues. Leading the creation, preparation, and conduct of quality assurance reviews and the development and execution of test plans and test scripts. Coordinator for all testing activities on projects. Analyzing, testing, and certifying application-specific software and reviewing of business requirements and functional specification documents. Provide technical assistance, identifying, evaluating, and resolving highly complex test problems. Planning and directing quality assurance schedules and assignments, and monitoring project status in comparison to cost/time projections. Documents all phases of QA process. Research new products and industry methodologies. Log, track, and verify resolution of software and specification defects. Directs and serves as a mentor to less experienced staff. Test CTI components, such as softphone testing utilizing HP Quality Center 11.0. Cisco UCCE/Finesse softphone. Reviewing and executing test cases.

Working as a contractor for Verizon, I will be working with users at Kaiser Hospitals. Upgrading old legacy systems, and implementing new Enterprise wide Genesys routing to adapt to what the client is needing. I will be doing some traveling within the Northern California area, but primarily working from home, performing pre-installation, updating documentation and post production support for the clients Genesys systems.

Responsible for handling complex quality assurance and test environment problems and issues. Leading the creation, preparation, and conduct of quality assurance reviews and the development and execution of test plans and test scripts. Coordinator for all testing activities on projects. Analyzing, testing, and certifying application-specific software and reviewing of business requirements and functional specification documents. Provide technical assistance, identifying, evaluating, and resolving highly complex test problems. Planning and directing quality assurance schedules and assignments, and monitoring project status in comparison to cost/time projections. Documents all phases of QA process. Research new products and industry methodologies. Log, track, and verify resolution of software and specification defects. Directs and serves as a mentor to less experienced staff. Test CTI components, such as softphone testing utilizing HP Quality Center 11.0. Reviewing and executing test cases.

responsible for day to day operations of the Multi-site Call Centers telephony/voice systems. Includes inbound/outbound voice circuits, on-site voice hardware, and site based phones. Job responsibilities also included: Vendor management, coordination of telephony projects. Also responsible as a technical design resource for telephony projects monitoring and reporting on the process, progress and results. Managed and analyzed business telephony needs and making technical recommendations to meet the company’s requirements in a cost effective manner. Provided engineering/analytical support for all implementation planning, and support of all sites.

Responsible for day to day add/move/changes to Franklin Templeton’s Verint WFM Application’s and hardware, and NICE Recording loggers and servers. Provided technical knowledge, identify, evaluate and develop cost effective systems and procedures to meet end users requirements. Consulted with Telecom, end users, and Application Development teams to assist in defining processes to determine ways that technologies can assist in cost effective technical solutions to business or system issues. Defined objectives, developed workflows for all interfaces concerning the Verint WFM and NICE Application systems to better align with end user requirements and technical configurations. Coordinated various technical initiatives which spans from multiple departments and divisions across all of Franklin Templeton’s sites.

Supported and maintained telephony configuration, performance tuning, capacity planning, problem resolution and user support functions for applications and systems in call centers. Including:Avaya AES programming and configuring for NICE Perform 2 call recording systems. Adding agents, skill extensions, and groups for a multi-site platform.Avaya ACD call vectoring for all companies sites. This included agent/skill/extension/vm/announcement’s/call routing/call treatment administration.Avaya CentreVu CMS administration. Was in charge of configuring/troubleshooting/training on the Avaya CentreVu application and its reporting functionality.Documenting all inbound Toll Free numbers and local DID’s via Microsoft visio, and maintaining them in sharepoint.Created a working relationship with local/long distance carriers/Avaya/Quagga, along with internal business partners to maintain optimal business needs and support for all of our inbound and outbound trunks and Avaya PBX.Provided 24X7 on-call support for all issues pertaining to the Avaya PBX/routing issues, and or connectivity issues.Maintained and operated the Avaya eCas reporting tool for day to day questions pertaining to inbound and outbound calls.Provided support and technical documentation on installing/configuring Avaya IP Softphone and IP Agent application on all agents’ desktops.Keeping abreast of all technologies needed to perform at a high level, and to allow for quality support.

Achieved timely, and successfully managed critical telephony projects focusing on new call center design and implementations for the Avaya PBX/IVR/CTI projects from its conception to roll out. Including:Avaya Agent/skill/vm/announcement/vector for call routing administration for a multi-site, world wide call center environment. Maintained critical telephony solutions for all worldwide call centers such as add/move/changes on the Brook trout and CTADE IVR applications. Also maintained call vectors specific for CTI and IVR call routing. Rotation on a 24X7 on-call emergency support. Maintained and managed vendor support and maintenance for MCI/AT&T and local carriers for our telephony infrastructure. Documented/Implemented/Trained call center agents and managers on desktop applications pertaining to their business needs. Includes Genesys CCPulse, Avaya IP Agent, Avaya IP Softphone, and Avaya CentreVu reporting. Created/Implemented process improvements between internal and external business partners and customers to allow for a quicker resolution and or support needs. Created QA user acceptance documentation for new Genesys rollout. Worked with customer on UA testing and acceptance. Prepared and delivered presentations to business partners on product demonstrations and functionality.

Accomplished excellent technical assistance and support for call centers on customer issues, call routing, CCT issues and Aspect applications. Troubleshooting hardware and software for the following: utilizing UNIX OS and Informix 4.0, NT 4.0, Oracle and GUI interfacing, PRI/ISDN T1 & 800 number local access service. Executed training for new Analysts.Previous Employers

Radioman 3rd Class – Rank E-4(Honorably Discharged)