Harrison Pickett Email & Phone Number

Brentwood, Tennessee

April 2018 – Enterprise Service Bus goes live in Aspect Security & Systems Operation Center drastically reducing the number of utilities SSOC system administrators require to effectively manage network health.

Brentwood, Tennessee

• December 2017 - APMM goes live in Aspect Hosted data centers.
• 24 Companies use APMM to monitor the health of their SIP and Call Center Management solutions.
• Use Node, Express, Docker, Elasticsearch, Logstash and, Apache Kafka to accomplish APMM design goals.
• Craft an API that allows product developers to insert customized system alerts.
• Enhance APMM to allow for automatic configuration of network clients.
• Enhance APMM to increase fault tolerance and allow for automated recovery.

Brentwood, Tennessee

• October 2016 - Investigated, probed, and documented PCI data access API. Instructed customers in the use of the API; created and provided working client-side code examples.
• August 2016 - Discovered a misconfiguration in Aspect Developer for Eclipse that caused significant & unnecessary resource consumption leading to multiple & frequent crashes on production servers.
• Gain and maintain knowledge of assigned customers' technical and business environment.
• Document and verify reported problems; troubleshoot & resolve issues utilizing all available tools, resources, and documentation; engage additional resources when necessary.
• Provide consistent & effective communication to management, peers and account team in support of the customer.
• Take ownership for front-line service and support to internal and external customers.

Misawa Aomori, Japan; Osan, Korea

• Performed troubleshooting and maintenance of aircraft structures, systems, components, and related equipment
• Used technical data to diagnose and solve maintenance problems on aircraft systems
• Interpreted and advised on maintenance procedures and policies to repair aircraft and related equipment
• Removed & installed aircraft components; conducted functional tests of repaired components and systems; adjusted, aligned, and rigged aircraft systems – maximizing aircraft mission capability and readiness
• Supervised and performed aircraft jacking, lifting, and towing operations
• Traveled in support of the mission – Japan, Korea, Guam, Alaska, Iraq

Greater Nashville Area, TN

Greater Nashville Area, TN

• Managed high volume of inbound customer inquiries, billing questions, complaints, and payment extension / service requests – averaging 9 calls per hour
• Maintained high level of efficiency while meeting strenuous call quality and time quotas achieving a 90% quality assurance rating
• Performed troubleshooting of handset and wireless service related problems for wireless users
• Promoted new service plans and wireless devices to the customer
• Resolved customer conflict, repaired trust, located resources for problem resolution, and designed best-option solutions
• Recorded details of inquiries, complaints, and actions taken to ensure compliance and accuracy of data

Greater Nashville Area, TN

Greater Nashville Area, TN

Greater Nashville Area, TN

Greater Nashville Area, TN

• Provided the initial contact with customers to perform acceptance inspection and documentation of computers prior to service
• Assisted customers in selecting and performing installation of hardware and software upgrades
• Inspected and repaired open-box & returned Compaq, Hewlett Packard, and CompPC computers for resale
• Carried out diagnosis and troubleshooting of hardware and software issues for computers from a wide range of manufacturers

Bachelor’S Degree, Computer Science

Certificate In Full Stack Web Development, Computer Software Engineering

Front End Development Certification, Computer Software Engineering

Certificate In Data Visualization, Computer Software Engineering

Certificate In Back End Development, Computer Software Engineering