Genesys Cloud Developer, Scripter, Dialer/campaigns, call flow design/review, data actions, secure flow, Genesys Cloud Architect, canned responses, postman, curl

• Providing fantastic Customer service support to over 700 direct customers• Provide services to customers on getting issues resolved via PureConnect• PureConnect Interaction Administrator support• PureConnect Attendant support• PureConnect Client support• PureConnect switch-over support• PureConnect Install in Windows environments• PureConnect IC Business Manager support• PureConnect log analysis• High attention detail oriented • Seeks the best results for the best experience to customers• Ticket Management/Administration• Troubleshooting with Genesys PureConnect• Active Directory Account Control/Administration• Carbonite backup administration• Process documentation• Remote support via VPN• FXO/FXS Gateway administration• SIP Proxy administration• SQL administration• ConnectWise administration • ScienceLogic administration

• Providing fantastic Customer service support to over 200 direct customers• High attention detail oriented • Seeks the best results for the best experience to customers• Ticket Management\​Administration• Troubleshooting with Interactive Intelligence software• Telecom• VOIP• Telecommunications • Call Center• Active Directory Account Control\​Administration• Provide services to customers on getting issues resolved via CIC• Interaction Administrator support• Interaction Attendant support• Interaction Client support• CIC switch over support• CIC Install in Windows environments 2008/2012• IC Business Manager support• CIC log analysis• Carbonite backup administration• Process documentation• Remote support via VPN• FXO\​FXS Gateway administration• SIP Proxy administration• SQL administration

• Providing fantastic Customer service support to over 200 direct customers• High attention detail oriented • Seeks the best results for the best experience to customers• Ticket Management\​Administration• Troubleshooting with Interactive Intelligence software• Telecom• VOIP• Telecommunications • Call Center• Active Directory Account Control\​Administration• Provide services to customers on getting issues resolved via CIC• Interaction Administrator support• Interaction Attendant support• Interaction Client support• CIC switch over support• CIC Install in Windows environments 2008/2012• IC Business Manager support• CIC log analysis• Carbonite backup administration• Process documentation• Remote support via VPN• FXO\​FXS Gateway administration• SIP Proxy administration• SQL administration

• Provided fantastic Customer service with both 1st and 2nd level support for over 600 employees at College Of American Pathologists• High attention detail oriented • Seeks the best results for the best experience to customers• Troubleshooting hardware, software• Active Directory Account Control\​Administration• Cisco Call Manager Administration for maintaining and creating users• Lead a new hire and on-boarding processes• Lead a updated employee departure processes• Lead a team of 3 for IT processes and procedure improvements• Oracle E-Business Suite managing user’s permissions and access levels through approvals• Provided many ideas for improving the infrastructure and business operations• Remote worker assistance with software and hardware• Maintained and set standards for software that was deployed on machines for consistency• Created standards for department deployments for hardware and software• Ticket Management\​Administration• Software\​Hardware Inventory Control• Software Updating• Citrix XenApp support• User Support\​Troubleshooting• Virus Protection Support \​ Administration• Process improvements

• Provided fantastic Customer service with both 1st and 2nd level support for over 200 employees at AccuQuote• High attention detail oriented • Seeks the best results for the best experience to customers• Troubleshooting hardware, software• Active Directory Account Control\​Administration• Altiris Desktop Image Deployment\​Administration• Altiris Software Deployment\​Administration• Created hardware independent images for consistency of software deployments• Backup Tape Management\​Administration• Hardware Maintenance and Renewals• Hardware\​Software Purchasing• Ethernet cable testing and running data lines• Server room infrastructure redesign• Installed and removed servers in server racks• Installed and configured KVM in server room• Interaction Intelligence Phone Software• Labeled and organized cables within server room• Ticket Management\​Administration• Software\​Hardware Inventory Control• Software Updating• Spam Filter Administration• Process improvements• User Support\​Troubleshooting• Virus Protection Support \​ Administration• Web Control Administration• WSUS Administration

• Provided fantastic Customer service with 1st level support for over 150 employees at AccuQuote • High attention detail oriented • Seeks the best results for the best experience to customers• Troubleshooting hardware, software• Active Directory Account Control\​Administration• Assisted with upgrading Windows 2000 workstations to XP• GFI Fax Administration• Ghost Image Deployment non network• Hardware\​Software Purchasing• Interaction Intelligence Phone Software• Managed Tickets via Outlook• Printer support\​Toner Inventory• Software\​Hardware Inventory Control• Backup Tape Management • User Support\​Troubleshooting• Virus Protection Support\​Administration

Started with AccuQuote as General Office and got promoted to Application Processor within the first year.• Processed Applications for customer delivery• Prepped Applications for outgoing mail• Imaged applications for carrier vendors (Kofax)• Filed applications in archive storage• Corrected applications and quality checked• Filed paid cases• Copied applications for company archive• Handed out mail to internal staff

Started in the company as Cashier\Sales AssociatePromoted to Furniture Sales Specialist in 2002• Sold Furniture to customers• Helped Customers plan out Furniture Layouts and mass purchase• Assembled over 400 chairs for customers• Assembled over 200 Office Desks\Cubes• Sold over $50,000 in furniture insurance in 1 store location (rewarded highest in district)• Furniture design layouts within the store for customer viewing Promoted to Logistic Supervisor in 2003• Inventory Management for all products within the store• Inventory count control to verify accurate counts were made on all products within the store• Adjusted truck counts for inventory ordering to verify product is filled within the store• Shelve layout and endcaps• Avertisements within the store for customer viewing• Price tagging accuracy to ensure all prices are current with products• Product clearance management• Supervised staff 30+ employee'sPromoted to Sales Supervisor in 2004• Insured that sales goals were met for the store and pushed new targets to exceed weekly with new ideas• Helped staff create sales goals to make sure numbers were targeted and exceeded• Trained and communicated to staff to sell addon's and insurance• Had the highest sales in the district for back to school season event for over $60,000 in school supplies sold in 1 day• Avertisements within the store for customer viewing• Price tagging accuracy to ensure all prices are current with products• Product clearance management• Supervised staff 30+ employee's