Francisco Guzman Email & Phone Number

This role is focused on the complete lifecycle management of CPaaS solutions, from understanding client needs and designing tailored solutions to ensuring their seamless implementation and high customer satisfaction. It involves deep engagement with CPaaS platforms, direct client interaction for requirement gathering, conducting solution presentations, and bridging the technical communication gap with stakeholders. Additionally, the role encompasses UI wireframing, technical documentation, collaborative solution development, post-implementation support, and staying updated on industry advancements.

In this pivotal role, I specialize in the design, configuration, and deployment of Vonage's Contact Center solutions, catering to a diverse clientele. My expertise lies in seamlessly integrating Contact Center functionalities with multiple CRM systems, ensuring enhanced customer interaction and service efficiency.Key Responsibilities and Expertise:CTI Integration Mastery: I specialize in integrating Computer Telephony Integration (CTI) with leading CRM platforms like Salesforce, Zendesk, Zoho, and MS Dynamics 365. My focus is on maximizing CRM capabilities to streamline operations and elevate user experiences.Dynamic IVR Routing Design: I am adept at designing sophisticated Interactive Voice Response (IVR) systems, emphasizing dynamic IVR routing to create differentiated customer experiences that are tailored to each client's specific needs.Advanced IVR API Integration: Proficient in enhancing IVR systems through robust API integrations with third-party web services, I extend IVR functionalities for better decision-making and customer service.Project Management Excellence: A significant part of my role involves managing the entire project lifecycle. This includes defining project scopes, allocating resources, setting timelines, and ensuring that all project milestones are met. My approach to project management is rooted in clear communication, proactive problem-solving, and maintaining a strong focus on meeting clients’ strategic objectives.

Houston, Texas Area

In my role as a Technical Consultant within the Measurement Practice Area of the Professional Services group, I specialized in delivering cutting-edge software implementation solutions in the Oil & Gas industry. My expertise is deeply rooted in working with Flowcal, a leading application in the sector, where I handle intricate aspects of database installation, migration, and upgrades. I pride myself on delivering solutions that not only meet but exceed client expectations, driven by a passion for innovation and a dedication to industry-leading practices.Key Responsibilities and Expertise:Flowcal Implementation Specialist: Expert in implementing Flowcal software, ensuring accurate and efficient data management for measurement and analysis within the Oil & Gas sector. My role involved customizing the software to meet the specific needs of each project.Database Management: Skilled in database installation, migration, and upgrade processes, ensuring data integrity and system stability. My approach is focused on minimizing downtime and maximizing the performance of database systems.Project Management: Proficient in overseeing project lifecycles, from initial planning to execution and completion. I excel in allocating resources effectively, managing timelines, and ensuring that all project deliverables meet the highest industry standards.Business Process Optimization: Committed to integrating leading business practices into every project. My aim was to enhance operational efficiencies and optimize business processes within the Oil & Gas industry, leveraging my deep understanding of industry-specific challenges and opportunities.

• Provided support for Oracle Retail Store Inventory Management (SIM) used by more than 20,000 users in Academy's 240+ stores and corporate office network, as well as numerous other retail applications and tools• Participated in analysis phase as SIM technical resource• Provided second level support via Service Now within Service Level Agreements (SLAs)• Provided support and assistance in testing phase to resolve defects reported by SQA• Resolved any support incidents or problems during go-live and post-implementation• Performed deployments of packages in SQL and UNIX servers across various environments• Worked with Oracle databases for data analysis, creating queries and reports across various environments• Provided support during off hours through on-call rotation• Participated in database and server maintenance activities• Provided support for EDI workflows

Houston, Texas Area

• Provided support working in collaboration with other teams both internal and external to IT to identify solutions for application defects and performance issues that have impacted end user functionality• Assisted with setting up new vendors for EDI processes• Monitored data transmissions for FTP direct connection• Responded to EDI related questions from vendors and internal customers to include Vendor Compliance, DC Ops, Merchants, Global Sourcing, etc.

Houston, Texas Area

• The internship consisted of 4 weeks of Help Desk Support, followed by 10 weeks of working with the Merchant Planning technology team that supports Academy's buyers• Developed and contributed to the department’s goals and priorities• Evaluated SAS application performance via application monitoring tools and presented a weakness and remediation proposal to executive management

Houston, Texas Area

• Attracted potential customers by answering product and service questions; suggesting information about other products and services• Opened customer accounts by recording account information• Maintained customer records by updating account information• Resolved product or service problems by clarifying the customer's complaint; determined the cause of the problem; selected and explained the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution• Maintained financial accounts by processing customer adjustments• Recommended potential products or services to management by collecting customer information and analyzing customer needs• Prepared product or service reports by collecting and analyzing customer information• Contributed to team effort by accomplishing related results as needed