Greg Long Email & Phone Number

Canada

Den Haag, Netherlands

Software development for external clients using diverse technology stacks and languages.

Utrecht Area, Netherlands

Develop custom software solutions for clients in the contact centre industry.

Sydney, Australia And The Hague, Netherlands

Provide Contact Centres with design, implementation and maintenance services for their Genesys, Avaya and Verint unified communications environments.

Support Communications and IT environment for Emergency Call Centres and Radio Dispatch Centres for Australia's largest Police Force. Role:Lead Technician for Genesys CTI Environment for 7 contact centresAdministration and Maintenance of Avaya PABX SystemsEnterprise management for Verint Impact 360 Voice and Screen RecordingAdministration and maintenance of VeCommerce IVR and Speech Recognition, Voice Mail and RightFaxAdministered VMWare vSphere virtualisation environmentDesign and Deployment of Windows Server and Windows Desktops SOEApplication support of contact centre specific applications Achievements:Tendering and Procurement of Voice and Screen Recording solution to replace disparate exisitng systems and to allow the introduction of new Quality Monitoring technologiesDesigned a new Genesys integrated Softphone that enhance Emergency call taking abilitiesLeader for the deployment of Verint Impact 360 v11.1 for 7 sites. Included Speech Analytics, Central Archiving, Desktop Analytics. This was a multi millon dollar project over 12 months.Deployment of Verint Audiolog recording with Motorola IP Integration in 5 radio dispatch centres. This was the first deployment in Australia.Upgrade of existing Genesys CTI environmanet from v6.5 to v7.6.Installation of Genesys v7.6 into 5 additional contact centre sites.Genesys Workforce Management deployment and upgradesDesigned automated monitoring of power distribution, generator, UPS and air conditioning for data centres.Establishment of a VMWare vSphere virtualisation environment; conisitng of 10 hosts and shared storage and migration of existing physical systems into the virtualisation infrastructure.Relief management of the contact centre IT support team

London, United Kingdom

Support all voice communications technology for the banks London based trading rooms.Role:Problem Management of all BT ITS voice switchesCapacity Management for all BT ITS voice switchesProviding First and Second line support for all BT ITS voice switchesProviding First line support for seven Meridian PABX systemsProviding First line support for Speakerbus Intercom systemProviding First line support for Nicelog Voice Recording systemResponsible for procurement and installation of all Voice and Data circuits and Vendor ManagementAchievements:Undertook complete audit of all Voice circuits providing an annual saving of USD $45kCreated new Database application to manage and reconcile all Data and Voice circuits more effectivelyNegotiated with Communications Carriers for reduced rates on existing and new services for a more diverse and cost effective service.Produced system management documentation, including Procedures, Capacity Management for BT ITS voice switches

Sydney, Australia

Field based engineer role for British Telecoms trading room telephony systems. RoleInstallation and Maintenance of BT ITS voice switches in the Australian Financial Market. Support of Eyretel Voice Recorders in the Australian Financial Market.Design and Development of Communications solutions for clients.Support of all technology for JPMorgan Australia, including Dealing Room Voice Technologies, LAN/WAN and Desktop.Achievements:Worked with Ixnet Australia to provide certification that their E1 CAS service was compatible with the Syntegra Equivalent. Involved creation of test plans and installation of test equipment at Ixnet labs.“Technician of the Year 2001” Syntegra AustraliaInstallation of 150-position dealing room system using BT ITS Megalink voice switch, including ITS Link interface with Speakerbus Intercom and NICE Systems Voice Recorders and MCDN connection to Nortel 81c PABX, for ABN AMRO Bank.Onsite support of 250 position dealing room for Macquarie Bank, including BT ITS Megalink voice switch and 12 Eyretel Voice Recorders.Onsite support of 150 position dealing room including BT ITS Megalink voice switch and 12 Eyretel Voice Recorders for Commonwealth Bank of Australia.Site Manager for the support of all Information Technology at JPMorgan Australia for two sites. Included support of 130 desktop PC’s, Lucent Definity and ProLogix PABX’s, 20 Position BT ITS Megalink voice switch. All LAN/WAN hardware and software, Novell and NT Servers.

Sydney, Australia

Helpdesk support role for the American banks office in Sydney.Role:End user support for Hardware, Operating Systems and ApplicationsWindows NT AdministrationNovell AdministrationDealing Room Telecommunication Administration, Configuration and Support, including BT ITS Switches, Lucent Definity PABX and Eyretel Voice Recorders.Achievements:Troubleshooted, Diagnosed and Resolved manufacturing issue with an Optical Disk SupplierMigrated multiple Applications and Services from a distributed operating model to a centralised one.Developed and Implemented client demonstrations on Technology within JPMorgan. This was to demonstrate our competitive use of technology within the company.

Computer Science, Software Development, Completed With A Gpa Of 6.13

Topics covered in the course include software design, databases, networks, interface design, software engineering, data structures.

Diploma Information Technology, Pc And Network Support

Two year college level diploma that covered operating systems, databases, hardware, networking, peripherals, help desk procedures, project.

Higher School Certificate