Kim Horner Email & Phone Number

I am a Voice Systems Analyst with extensive experience in identifying and implementing voice technology solutions in support of business objectives in the areas of converged voice systems, contact centers and mobility solutions. My strengths include excellent project and program leadership skills including the ability to coordinate and direct all phases of project-based efforts while leading, motivating and guiding project teams. I have strong technical skills and first hand knowledge of day to day voice operations including troubleshooting and resolving issues. I have a broad knowledge of telecommunications systems including Avaya PBX, Voicemail systems and adjuncts. I have a solid understanding of call recording, system monitoring and reporting tools. I have ten years experience in providing comprehensive system designs as well as extensive experience supporting new and existing system upgrades at a Fortune 500 Insurance Company. I have excellent interpersonal and customer service skills, am a self-starter and team player. I am extremely organized and possess the ability to multi-task effectively. As business needs are discovered and presented, I am able to effectively communicate with people at all levels in order to document needs and research viable solutions. I have excellent writing skills which greatly enhance my ability to document and present the scope of all requirements. I enjoy the challenge of gathering business needs, analyzing them, researching solutions and then presenting a viable solution and a plan for implementation. My experience in pre-sales as the decision by the business group to pursue the solution is based on my research, cost benefit analysis and final recommendation.Specialties: TECHNICAL PROFICIENCIES: Avaya Communications Manager, Avaya Modular Messaging, Avaya Call Management System, Avaya Interactive Response, Avaya S8400, S8500, S8700 Systems. Integrated Management Tools, IP Telephony, Computer Telephony Integration, Network Management Tools, VoIP Monitoring Manager, VAL Manager, Vector Call Processing, Automatic Call Distribution, AT&T Route-it!, Cisco Intelligent Contact Manager, NICE Call Recording

• 

  Computer Systems Institute

  Computer Programming