NICE/Calabrio implementation and support

Executed design, installation and configuration of NICE/Calabrio WFO (WorkForceOptimization) systems to meet customer business requirements.Maintained high availability of supported systems through proactive administration, incidentsupport, problem management, MACD and Change management for requests.Cultivated and managed vendor relationships for 3rd party/contract support as needed.Awarded President award in the first 6 months for excellence in service. Promoted to SeniorEngineer/Team Lead 2016

SPS Acquired by ConvergeOne - Title change, no change to job role was larger customer portfolio

Managed daily operation/support of Enterprise level NICE/Witness compliance call recordingsystems for all North American operations consisting of 5 distinct systems supportingapproximately 65 thousand call center seats.Maintained compliance recording with 99.98% uptime of systems thru proactive administration,incident resolution/problem management/change control.Optimized and automated system support to allow reduced support labor costs by 66%

Upon taking ownership of a struggling franchise tripled income in first year and generated over 1M annually in revenue for 4 consecutive years.Business development and management including quality assurance, inventory management and control, accounts payable, accounts receivable and employee management.Sales lead in charge of lead development, retention, fleet accounts and government bids.Leveraged IT background to implement new CRM system, upgrade peer to peer network to client – server network, installed new print technologies, new POS system and a video surveillance system. Upgraded 5 custom industry standard systems specific to auto body repair brining all to current standards.

Designed, implemented and supported 1250 seat call center for the energy deregulation market in Texas. This was a Jack of all trades / Many hats role.Expanded call center to include additional campaigns after energy deregulation successfully deployed:Implementation and support of an outbound telemarketing and credit card acquisition program for MBNA America which yielded an avg. of 25,000 applications and grossed $400,000 monthly; as well as a data management campaign for Dunn & Bradstreet.Administration and support of a telecommunications infrastructure consisting of a Nortel Option 81c PBX, Meridian Mail voice mail system, Symposium ACD call center servers, Melita 4.x & 5.x Conversations predictive dialers, both a Witness Systems Quality Monitoring and NICE Systems Total Call Recording System (Nice Universe 8.8), 40+ PRI voice T1 circuits, ISDN & Frame Relay connections with clients via Cisco routers, and DS3s.Administration and support of a server infrastructure consisting of Microsoft Exchange mail servers, Microsoft SQL servers, Microsoft File & Print servers, Windows NT Primary & Backup network domain controllers, Windows NT DHCP servers and Blue Pumpkin workforce management servers.Administration and support of all network equipment, VLAN configuration, DMZ planning and security for Cisco PIX Firewall, Nortel and Foundry network equipment as well as VPN solutions for clients of HCCC.

Provide 24x7 support and maintenance of computers, applications, networking, telephony, and Melita 3.x Conversations predictive dialer equipment used by the Customer Support Division (CSD) and for a multimillion dollar credit card collections operation.Supported OS2 to Windows NT desktop conversion project in Frederick, MD; Wilmington, DE; Orlando, FL; Columbus, OH; Austin, TX and Tempe, AZ which allowed for the conversion of multiple bank applications to Web based Intranet applications.Administration and Maintenance of both NICE Systems & Witness Systems Quality Monitoring & Call Recording Systems for 2000+ users in the United States. Provided feedback on both platforms to senior management which led to one platform being chosen as the emerging, future technology of choice.Facilitation and hands-on support for a project replacing Witness System Quality Monitoring Systems in 8 sites across the U.S. with NICE Systems Quality Monitoring Systems (Nice Universe 4.2).Led project team responsible for the implementation and setup of a Geotel call routing system for all Toll Free Numbers associated with CSD / Collections. This allowed for a centralized management of call routing and business contingency plans to be put in place that previously did not exist.Facilitation and support of First Card Bank conversion in Uniondale, N.Y. & Elgin, IL which included installation and on-going support of Melita predictive dialer, NICE Quality Monitoring System and desktop applications for the collections department.

Answered 100+ calls daily with a goal of 80% first call resolution and 100% customer satisfaction.Completed documentation related to tickets outlining business impact, assignment of severity and proper support groups, notification and escalation to informing management according to bank policy.ID Administration, creation of new accounts in Novell, NT, Unix, Mainframe, and Exchange.Severity One Lead responsible for tracking and documenting highest severity, enterprise level problems ensuring proper resolution and root cause analysis.Provided reporting to management and bank executives