Pat Bryant Email and Phone Number

• Able to manage multiple projects/demands simultaneously in a fast-paced Enterprise environment• Provides technical direction for maintaining a highly available, scalable and secure application infrastructure• Acts as a consultant and subject matter expert for both Contact Center Managers and Agents on a wide range of application issues. Strong troubleshooting and problem-solving skills for getting at root cause.• Works with Business Partners and vendors to understand software/server requirements for new functionality and application upgrades• Frequent interfacing with Infrastructure teams to provide project hardware/software requirements, Network team for configuration and firewall setup, Telecommunications team for IVR, Avaya and Cisco connectivity.• Experience deploying and troubleshooting Contact Center Applications in both XenDesktop and Published Application Citrix environments• Deep technical knowledge of the NICE Perform and Engage call recording solutions, including deployment of a NICE RTAM solution for PCI compliance requirements and NICE APA for IVR ScreenPop Automation.• Performed numerous upgrades of Verint Kana Response in a Redhat Linux environment. Subject matter expert for Kana Response application usage.• Technical skills include Windows/Linux; troubleshooting tools include Wireshark, FortSIEM, Procmon, Procexp, sars; SQL queries in MS/SQL Server and Oracle databases• Participate in a 24-hour on-call support rotation• Contributes to the team by being a mentor and documenting problem resolution in a group Wiki