Gregory Saucier Jr Email & Phone Number

• Experienced in Avaya Aura and AWS Connect• Oversees Call Recording Applications, transcriptions and adjuncts/AD-HOC• Designs call center metrics and displays for efficient problem solving • Liaison to all company departments for unified communications solutions• Performs software audits and keeps systems up to date with security compliance• Knowledgeable in topics such as finance, marketing, outside sales, system engineering• Interacts in standups daily with tier 3 and 4 engineers across multiple disciplines• Responsible for managing call routing within the call center• Advocates the use of current NLP / AI / ML methodology• Writes scripts in various programming languages to facilitate cost savings

Exeter, Ri

• Technical and organizational lead for 40 domestic and international engineers• Managed training and on-boarding processes and the Software Release Management Team. • Lead departments tasked with monitoring and implementing Avaya Aura systems, Cisco Systems, Juniper and Extreme products• Responsible for after action reports of impactful events for public safety systems. • Promoted the use and seeking of Tele-medicine technologies.• Created a Company Culture department to organize team building and leadership events.• Developed daily reports on metrics within the department and provided coaching to achieve goals.• Incorporated ITIL foundations into company processes and ensured proper CRM guidelines were followed.

Exeter, Ri

• Provided support to Technical Leads and Engineers when dealing with complex customer issues requiring advanced technical knowledge.• Made effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement.• Maintain and contributed to official process documents for use within the company• Helps fellow team members develop proficient knowledge and use of all problem-solving tools.• Directed the departmental improvement team in the creation and monitoring of key process improvement measurements and their graphic display.• Design and report individual and departmental performance metrics for continuous improvement.• Assisted VPs of the company with special projects. • Provided assistance in responding to customer inquiries during peak periods to ensure high level of customer service is maintained. • Schedule and conduct special appraisals, as needed, with focus on areas needing improvement as determined in regular intervals.• Assististed in the coordination of other departments, both internal and external, and provides proper delivery of service to our customers.

Exeter, Rhode Island

• Acted as the primary escalation point during Afterhours• Demonstrated the ability to set firm standard for personal and departmental behavior through coaching and team building. • Proficient in Linux architecture with focus on RedHat Enterprise• Coordinated all resources required to resolve various incidents and issues• Organized on-site/remote assets to complete tasks within requested time frames• Created multiple detailed documents for new hires as well as seasoned technicians• Ability to efficiently perform large scale implementations involving all types of Avaya Aura Systems• Mastered learning new processes for customer handling • Always applied attention to detail when addressing customer’s needs and issues

Exeter, Rhode Island

• Acts as initial point of contact in alert response and incident/problem resolution. • Promoted to a managerial position within a year of hire • Responsible for identifying source of incident and issues including detection of system, application or performance degradation or unavailability. • Triage, diagnose and remediate client problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations. • Responsible for making decisions in resolving problems of a technical nature within pre-defined limits, referring anything of a more complex nature to team members/senior staff. • Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action. • Continually self-educated using various training methods and tools to maintain a high level of proficiency in applicable technologies. • Document troubleshooting steps and results within ticketing system(s) in a concise and detailed manner.• Identifies and researches account discrepancies to ensure data consistency between systems.

Exeter, Ri

• Acted as an initial point of contact in alert response and incident/problem resolution. • Responsible for identifying source of incident and issues including detection of system, application or performance degradation or unavailability. • Triage, diagnose and remediate client problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations. • Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies. • Document troubleshooting steps and results within ticketing system(s) in a concise and detailed manner.• Identifies and researches account discrepancies to ensure data consistency between systems.

Warwick, Rhode Island, United States

• Contracted with several Health Insurance Companies• Maintained State Licenses to discuss and sell financial and health insurance products• Provided education on Basic Financial freedom and end of life planning• Performed cold calling and was successful in increasing revenue

Warwick, Rhode Island

• Operated and maintained tools, machinery used in the maintenance and repair of equipment. • Trained and provided work instruction to Automotive Technicians.• Strong ability to effectively reference, interpret and apply information disseminated from mechanical, electrical and other relevant automotive schematics.• Responsible for interpreting mechanic's notes and explain to customers• Provided opportunities to customer for preventative maintenance measures

Cranston, Rhode Island

• Managed the Cashiers, Baggers, Cash Department, and Service desk of the Front-end.• Responsible for the well-being and satisfaction of our customers.• Was promoted from Carriage wrangler to Supervisor in 3 years.• Performed the 4am bake for 2 years, decorated cakes and pastries

Worcester, Massachusetts

The Washburn Labs maintains a technical and mechanical lab for use by students, post-grads and our tutors. The Lab Monitor helps to maintain a study atmosphere in the lab, helping students with computer problems, safety precautions, and training lessons and assisting in maintaining the lab equipment (computers, printer, drills, welding equipment, CNC machines). They also aid staff by performing clerical duties such as data entry and other administrative projects, as needed.

North Kingston, Rhode Island

Aided graduate students in designing more efficient systems for various robotic equipment. Trained at Quonset Point and was certified in SolidWorks. A notable achievement was the design of a loxodrome sphere to allow variable motion between two shafts.

Supply Chain And Operations Managewment, Logistics, Materials, And Supply Chain Management

Chemical Engineering And Chemistry

Activities and Societies: Tau Kappa Epsilon, Head of Social Committee Music and Comedy, Leading Edge Series, Emerging Leaders, Head.

High School

Activities and Societies: National Honor Society, Varsity Soccer, Track and Field