• Responsible for implementing the call center operations that routed calls through the Vanguard network• Due to the financial nature of most of the calls, there was a higher level of security• The call center network is on VPN, which is not accessible from outside, thereby requiring all employees to work from inside the fire wall.

• Genesys Contact Center SME (Subject Matter Expert) for call center, routing, reporting and administration.• Rotating on-call/after-hours duties including break-fix in the Walgreens contact center operations/support for Genesys.• Utilizing common scripting techniques, we performed detailed software license usage analysis to determine over/under utilization of licensing

• Part of a team designing, implementing, and supporting the Genesys system including voice, multi-channel routing (email, chat, social) and reporting on TicketMaster’s multi-site national call center infrastructure. • Rotating on-call / after-hours duties including break-fix, application upgrades and changes. • Utilizing ansible/docker for version control, we used a custom (built by Ticketmaster) genesys 8+9 application deployment scripting system for deployment, upgrades, and configuration control of the multi-site Genesys HA framework, both on-prem and in the AWS cloud.

• Part of a team working with Interactions designing for Kiwi.com, using Interactions’ proprietary Voice call routing/response system. • Kiwi.com uses a proprietary call/voice/multi-media interaction routing system using a visual gdi with ECMA/JavaScript backend.

• Senior member of the Assurance team providing technical support for Mediu end user customers. • On-call duties as part of a rotating 3-person team providing 24/7 support. • SME duties for specific customers including acting as liaison between customer, Mediu and Genesys for problem resolution. • Installed, maintained and upgraded software at the server level and desktop level. This includes specific application maintenance/upgrades as well as OS/framework components such as Java, .NET, and Adobe.• Scripting and specialized programming for specific customer requirements including log management, and application failover control.• Subject Matter Expert in Genesys 8 / 8.5 specifically for the Philips Home Healthcare environment.

• Contract employee through Mediu. Technical Account manager and technical liaison for CenturyLink Inc. specifically for their Hosted Solution support and implementation group. Utilizing the Genesys Hosted Provider Edition 7.6/8, they provide hosted Genesys call center services for 140+ customers. • Job duties include scripting automated deployment procedures in XML for creating new tenants, deploying software, configuring solutions, updating DNS records, and building virtual machines through GAX 8.0. Working with the test group and implementation group to implement Genesys 8 / 8.1 products in the Hosted environment. • Interface with Genesys support personnel to facilitate resolution of Genesys product service cases.• Redesigned the standard HPE strategy scheme from the Genesys delivered OPM-centric routing to a more modular, tenant centered format, still utilizing OPM for ease of maintenance.

• Contract employee through Advantage Resourcing working for Genesys Telecommunications. I acted as the technical liaison and technical consultant for the Hosted Genesys solutions group at Verizon Business. They provide hosted-Genesys Call Center solutions and services to corporate and government • customers. • Specific job requirements include clear communication skills, both written and oral; The ability to document technical requirements, design specifications and whitepapers; Follow up with open technical issues to facilitate resolution; Assist or lead customer implementation team with Genesys strategy development using IRD 7.6, specifically to simplify strategies and make them more dynamic. • Provided system test team lead with guidance/assistance with reporting implementation to align implementation design with customer needs. This includes CCPulse, Infomart and ICON. • Specific projects include Proof of concept for migrating their hosted Genesys customers to Genesys SIP 7.6 / 8.0; Implementation of a remote agent solution for at-home agents.

• Maintenance and support of nationwide Call Center infrastructure, utilizing Genesys 7.0 thru. 7.6 suite of products • Part of a 24/7 on-call rotation with 8 total individuals. Responsible for break-fix activities as well as after-hours software installs and maintenance of existing infrastructure. • Interfaced with Telecom teams in support of Nortel, Avaya, and Rockwell hardware. • Consulted with architectural team during coding and assistance with coding of Genesys strategies for 9 Individual Business units within Wells Fargo multi-tenant environment.

• On-site customer support during installation and day-to-day operations of their worldwide Genesys platform • Acted as liaison between customer and Genesys Technical Support; Provided guidance in the design and implementation of system components including dynamically constructed audio messages for announcements to the customers. • Provided guidance and input to customer regarding direction of Genesys Projects. This includes recommendations for implementing new Genesys products or upgrades to existing platforms. • Assisted strategy development teams in migrating old Strategy Builder strategies to IRD and provided guidance in utilizing new strategy functionality.