Leisa Howard-Baker Email & Phone Number

Franklin

Boston, Ma

~Conduct meetings to track implementation progress, field issues or concerns~Communicate effectively with project team to help mitigate risk, anticipate issues and keep all parties current with ongoing initiatives~Participate in the engineering of designs for all State of CT projects by providing input and alternative suggestions to solutions based on wide-ranging technical experience~Interface and coordinate with third-party vendors to plan, schedule and monitor their project deliverables~Plan, monitor and track technical resources from project initiation through completion~Collaborate, coordinate and cooperate with executive management and sales to execute project plans to consistently meet or exceed revenue targets~Projects have consisted of software implementations, phone system, call recording, IVR, ACD, VHT

~Managed installation of 12 servers for the MPS 500. ~Managed installation of 2 CTI servers. Administered the servers, and the application layer software (CVCT). CT for Siebel, CTI screen pops, Witness and application layer of CVCT.~Coded and installed text chat solution using Call Center Express (DHTML) and (C#).Documented all administration functions, and client software installation instructions.~Managed all of the following peripherals off the S8700: eCAS, Witness, IEX, IVR, CTI, CCE and AES.~Documented all failover strategies for eCAS, Witness, IEX, IVR, CTI, CCE and AES.

~Designed and developed all applications for a 672-port IVR/Voice network. Within 12 months, IVR detainment grew from 8 % to 28 %, increasing the annual savings to 4 million.~Created test transactions and test data files to ensure error-free code and confirm application met design specifications.~Wrote and maintained documentation to describe application development, logic, coding, and testing.~Managed the corporate and call center move into one 74,000 sq ft location from the telephony front. PBX upgrade, IVR installation, Wireless network at the same time.~Managed, and served as a technical resource, for two voice network installs at 2 different call center locations. ~Drafted Project Charters and maintained the MS Project Gantt Charts~Completed all projects within budget and time constraints

Education record

Accounting