Senior It Systems Engineer
Current* Subject Matter Expert on the NICE call recording system & Cobox contact center stat display system.* Worked as a lead on the conversion from NICE 8.8 to NICE Perfrom 3.2.* Prepared new NICE HD Loggers for deployment in production.Coordinated upgrade of hardware and software for the Cobox system.* Developed and Coordinated Technical Training Programs* Designed SharePoint Sites for the Tier III Network / Telecom Group and the Call Recording Outages.* Coordinated the 2011 voice circuit capacity expansions. (10 circuits to 5 sites).* Responsible for 24X7 break/fix support of Enterprise Voice & Network Services* Mined data from Remedy and Microsoft Reporting Services to provide reports to team leads, managers, directors, etc...* Established an “NTOC User Guide” to acclimate new hires to the group and Progressive as a whole.* Tier II Representative for AT&T Vendor Management.* Mentored new hires coming into the group.* Rotated through the Tier II Distributed System (Server) and Call Flow teams.
