Senior Application support eng.Support, troubleshoot maintain Avaya Interaction Center (AIC) (CTI) 7.3 application and hardware.Support, troubleshoot and maintain Avaya Experience Portal (AEP) (IVR) 6.0 application and hardware.Support, troubleshoot and maintain Avaya System and Session manager 5.1 application and hardware.Install, configure, maintain Avaya OneX softphone 2.5.2Support, troubleshoot and maintain NICE call recording application and hardware.Perform move add and changes for all above mentioned Avaya and NICE products.Integration with Citrix Zenapp 6.5 and Virtual desktop integration (VDI)ITIL method of support.Work with Tyler7 and Avaya Communications manager CMPersonal contact to support agent login abilities.

I am a member of a newly formed support group within SunTrust Bank. SunTrust has recently performed a forklift upgrade to their CTI platform which is now Avaya Integration Center (IC) 7.2, My main area of responsibility is to that platform. Other duties as they develop may include Verint call recording, IEX workforce management,Citrix, and Avaya Voice Portal (AVP). I am VERY excited about this position and dedicated to the success of our team.

·Business transformation planning (BTP).Work with businesses to provide ROI·Implement leading edge Enterprise Contact Center architecture.·Determine best practices and processes.·Work directly with business leadership·Collaborate with architects on design.·Business planning and business case development.·Interview and work with technology vendors·Create conceptual, logical documentation.

Genesys Gplus Adpater integration with Siebel CRM.Contact Center relocation- which includes buildout of Witness quality monitoring system, Net Merge CTI (CT-Connect) system (to be replaced by Genesys), Replace existing Avaya G3R ACD with Avaya 8710 VoIP ACD system and G650 Media gateways.

Direct technologyManaged Vendor(Genesys, Siebel, Witness, Avaya, ATT) and internal (Network, operations, Security, etc) support groups to restore operation to critical applications and systems.Create new and functional processes and procedures.Insitgate and track root cause analysis of outages.Create plans for virtual integrated operations center.Maintain minimum downtime and outages.

Project management, delivery group.Projects:Install multiple offshore call centers.Genesys implementation with out sourced (offshore) call centersIntegration of Siebel CRMMutlple server hardware refreshesMultiple application refreshes.Infrastructure upgrades and enhancements.

· Replaced existing call center technologies with directional technologies across continental United States and Hawaii.· Implemented Witness quality monitoring solution.· Upgraded multiple applications and hardware platforms.· Participated in budget sessions for upcoming year of technology.· Managed installation and turn-up of outbound call center.

· Remotely managed and was responsible of the technical operation and integration of all three Air Touch Cellular call centers, Michigan, Ohio and Atlanta. Provided teir 2 and 3 support· Supported all merger activities.