Strategic project resource aimed at fostering Business understanding and build relationships, to capture business requirements in a way that allows us to ensure we are delivering the right solution while maintaining appropriate communication and traceability throughout the life cycle of the project.

Leads team responsible for researching and remediating all identified vulnerabilities for the Genesys and Aspect Enterprise Dialer Platforms. Manages team resources to ensure backlog items are addressed and gameplans implemented into production with zero impact to lines of business. Manages offshore team resources responsible for implementing production changes and lower environment testing. Works with lines of business to completed post implementation validations.

Senior IT professional with more than 15 years of increasing responsibilities in technical leadership, call center technology, and management of business-critical systems. Strong Project Management, negotiation, interpersonal, organizational and time management skills. Experienced with directing internal and external team including third party vendors from around the world to deliver projects on schedule and under budget.Expertise in networking concepts, TCP/IP protocol, and network security; knowledge of firewall setup and administration, VPN, bandwidth management, and quality of service (QoS). Proven diagnostic abilities with attention to detail while working effectively in a fast-paced environment. Thorough understanding of CUCM, CVP, UCCE, and CTIOS. Experienced in analyzing SIP tracing CRDs using Empirix tools.Proficient in Microsoft Office suite including Word, Excel, PowerPoint, Access, Project, Visio and MS Project. Extensive experience using SQL Server 2008 Management Studio, Windows 2000 Server, and Linux Red Hat

Enterprise contact center platform engineer and technical project manager for enterprise contact center infrastructure projects. Manages the implementation of new software releases to maintain contractual compliance with vendor. Oversees vulnerability remediation strategies for the UCCE platform and associated reporting platform. Manages workflow for partner offshore team responsible for all production changes, lower environment testing, and post implementation validations.