Main liaison for CallCenter Application Upgrades with Verint Quality and Fulltime Recording, Symon (RMG Networks), Callpilot Voicemail, Aspect Eworkforce, and Avaya AES and Avaya Aura Contact CenterAssumed Full responsibility for researching and prototyping new telecommunications and CallCenter technologies to realize the benefits of the latest innovations, increase efficiency, and provide high quality resultsResponsibilities included all aspects such as:Collaborate with other IS departments to ensure systems are up to date and secureMonthly reboots of all systemsMaintain and support end-users on call center applicationsUpgrades of the Syntellect IVR, Avaya AEP system and CTI programmingMain support for all software systemsMaintain and support the Avaya AESImplement Verint WFO from Aspect for a 550 user CallCenterWindows XP, 7 and Windows 10 Desktop troubleshooting with many applicationsIdentifying new technologies and providing superior product supportIntensively involved in private branch exchange (PBX) workImplementing project plan when company was relocated, along with programming phones and voicemail boxes for over 1,000 employeesMain Support for Avaya Applications and Nortel PBX and Voicemail Systems

Responsible for providing voice and data cable installations, including Nortel PBX and voicemail systemsMaintained Nortel PBX phone systems and Nortel Voicemail systems