I provide direct technical support for 17,000+ agents among 2000+ teams depending on the following platforms and systems:o Nice InContacto Genesys PureConnect (Genesys On-pemises) o Genesys MultiCloud CX (Schwab Chat/Email)o Genesys Engage Cloud (Schwab International)o Nuance IVR

I support Ticketmaster's Genesys platform in both NA and in the Asia Pacific.I am responsible for maintaining the health of the platform including patchingI work on deploying new features for Workspace Desktop Edition features such as Interaction Search, Queue Search, Chat Monitoring, and modifying column and stat visibility in the stat gadget, My statistics and queue view.I have done all the configuration to bring new clients onto our platform including TFN, agent, agent group, place, route points and callback profiles that were necessary.I have also created a social filtering solution for our Facebook and Twitter strategies that reduced post load for the social team by 90%.

I support more than 150 customers with CTL/Genesys customer built call center applications. I also support more then 200 customers with their custom hosted interactive voice response systems. I am part of the Project Team which provides advanced support to the Contact Center team. This includes two aspects. The first is that I provide intensive troubleshooting along with my knowledge of current systems to resolve highly complicated issues. The second aspect of this includes training, mentoring and support of Tier 2 Contact Center techs. As a member of the team, I also provide extensive testing of new platform applications. I perform resolution of advanced problems using extensive information gathering, troubleshooting, and problem-solving skills to diagnose and resolve interconnected system technical problems.During this position I have established an expert working knowledge of Ethernet, TCP/IP and LAN/WAN components, internet protocols, authentication methods, clients-server connectivity and telephone switching/trunking techniques. In addition, I have also performed testing and servicing of voice and data broadband and narrowband transport, and PRI-ISDN.I was promoted earlier this year to IT Operations Tech 2 as a result of my expertise and work ethic.

Senior Help Desk Analyst – • Provided technical / NOC support for the 2010 Decennial Census. This included coordinating efforts during critical outages with technical engineers in order to minimize impact and restore services quickly and efficiently as well as communicating with management of the current status of troubleshooting and resolution efforts. • Quickly learned new applications, systems and hardware and demonstrated the capacity to pass the information on by creating and collaborating on the majority of the training documents for the Census NOC• I was entrusted as a part of the Account Management team with auditing work and managing queues and personnel to support our 26 call centers nationwide. • I also was given the responsibility of filling in for Team Leads during times when coverage was needed.

 Answered client’s questions involving Windows XP and all Office and Outlook versions, as well as other software. Provided first call resolution of client’s technical problems with computer performance and network connectivity. Assisted clients at home with remote troubleshooting and resolving VPN connectivity problems. Researched customer problems and provided feedback for resolution. Performed critical troubleshooting and proper problem escalation in crisis situations. Produced in-depth documentation of troubleshooting and problem resolution via trouble-ticket software. Delegated unresolved problems to the proper support personnel and provided follow-up to ensure resolution. Authored entries to Lockheed Martin’s analyst’s knowledge base to accelerate resolution of identified problems. Safeguarded company security via information security protocols delineating proper identity identification procedures. Modeled customer service and troubleshooting procedures for new analysts during their training process. Acted as a resource for other analysts by answering questions and resolution support on difficult customer problems. Managed client accounts for multiple systems providing password resets and unlocks. Recorded client requests for new computers, printers and software.

* Repaired and upgraded all computer equipment to include troubleshooting and fixing problems on printers and faxes.* Created and deployed multiple Ghost images as well as direct software installations. * Provided direct leadership in identifying, managing, and meeting internal client requirements and expectations.* Administered company workstation assets by tracking computer equipment using appropriate asset management tools; tagging equipment with asset tags; performing physical inventory as necessary* Coordinated the resolution of necessary software/hardware modifications.* Scheduled and performed maintenance of all business equipment company-wide.* Advised internal clients on how to make use of technology to optimize their various functions.* Coordinated resolution of long-term hardware and software issues.* Resolved hardware and software problems company-wide.* Performed transfers of phone extensions for ACD Phone system in an expedited fashion.* Designed and set up Access/Excel reports/templates for various departments.* Assisted Finance department with yearly asset inventory.* Creator and deplorer multiple ghost images for multiple departmentsClaims Printer:Created and generated daily print files of all company-wide paper claims (Approximate average 35,000 pages daily).Discovered multiple process errors and bugs.Created high priority SQL reports for external customers.Achievements: Improved paper claim processing time by 35%.