Eric Petersen Email & Phone Number

Asheville, NC, US

Charlotte, NC, US

• Java Developer / Designer Analyst Trident Solutions Charlotte, NCJul 2021 – Aug 2024 (Avg hrs. Wk. - 45) (Long-term contracted to Blue Cross Blue Shield of South Carolina, Columbia, SC - Remote)
• Security Clearance: Held active Secret clearance.
• Browser Voice Response (BVR) and Interactive Voice Response (IVR) platforms. Managed and optimize tech systems that cater to both private and government sectors.
• Oversaw Avaya platform for user management and business continuity.
• Estimated project timelines, managed team hours, and coordinated with vendors to resolve defects and implement enhancements.
• Served in on call rotation for critical infrastructure support.

El Segundo, CA, US

• Contact Center Platform Specialist OceanX Arden, NCJun 2019 - Jun 2021 (Avg hrs. Wk. - 45)
• IVR & Omnichannel Leadership: Directed the IVR platform and Omnichannel Contact Center, including Cisco Customer Journey Platform (CJP) and WebEx Contact Center.
• Integration Management: Co-managed the integration of voice, chat, SMS, email, and telephony services for streamlined operations and analytics.
• Database Administration: Oversaw a global database of 57,000 toll-free phone numbers for organizational and affiliate use.
• Documentation & Process Improvement: Authored and optimized documentation; utilized MS Office Suite and MS Project for efficient task, resource, and timeline management.
• Routing Strategy: Designed and adjusted routing strategies based on client requirements.

North Carolina, 28801, US

• Communications Analyst Mission Health Systems Asheville, NCMay 2016 - Jun 2019 (Avg hrs. Wk. - 45)
• Provided high-quality support to stakeholders by managing telephony and network operations for Unified Communications and Network teams, both in daily support and on-call capacities.
• Tier II support role focused on creating SOPs, developing processes, and collaborating with telephony and network teams to ensure operational efficiency and effective communication with business partners.
• Process Improvement and Documentation: Authored and streamlined processes and documentation for the Communications Analyst tier using Confluence, ServiceNow, and OneNote.
• Vendor Collaboration: Worked closely with vendors to support telephony and network applications.
• Incident Management: Troubleshot outages and provided Root Cause Analysis (RCA) data to Incident Management.

North Carolina, 28801, US

• Technical Software Engineer Mission Health Systems Asheville, NCOct 2000 - May 2016 (Avg hrs. Wk. - 40)
• Delivered customer support by leveraging technical expertise to achieve high first-call resolution and exceptional satisfaction.
• Customer Support: Utilized technical and soft skills to resolve issues efficiently, ensuring high first-call resolution and compliance with service level agreements.
• Ticket Management: Monitored and managed ticket queues, addressing and escalating issues as necessary.
• Collaboration and Knowledge Building: Worked with teams to develop solutions and enhance knowledge base decision trees.
• Incident Management: Managed incidents in an on-call rotation, coordinating with management, technical experts, and vendors for service restoration.

North Carolina, 28801, US

Managed computer hardware maintenance for a hospital and its satellite facilities. Led desktop support, including printer and driver setup, PC imaging and configuration, software deployment, and general maintenance. Supported the network team with network topography deployment and troubleshooting cable and switch issues.Technical Competencies:Computer.

US

Sep 1999 - Feb 2000 (6 months) Avg hrs. Wk - 40Quality control & testing of all electronic circuit boards and manufactured products.

Asheville, NC, US

QA testing, build of pc circuit boards, inventory, parts ordering and shipping.

Washington, DC, US

United states NavySep 1993 - Aug 1998 (5 years)Diagnostic testing of computer systems, multiple electro-mechanical systems, and micro-miniature circuit board repairs for ship. Hazardous Materials Control & Maintenance Technician: (Co-lateral duty on ship) Served as the hazardous materials control management coordinator.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Bachelor Of Science (Bs), Computer Software Engineering

Education record