Melissa Perez Email & Phone Number

United States

Blooming Grove, New York

Valhalla, Ny

• Developed technical support documentation to support the Verizon Cisco Unified Contact Center Enterprise (UCCE) platform using technical knowledge , interpersonal, problem solving and analytical skills, resulting in a mean time to restoral of less than 57 minutes.• Remotely upgraded the workstations in 34 call centers from Microsoft Windows XP to Windows 7, while avoiding downtime, preventing the organization from incurring over $100K in expense for Microsoft security updates past the end of support date.• Performed analysis of system issues to find opportunities to exceed the 99.99% service availability objective• Performed technical planning and led several high profile operator services projects, including relocating the UCCE platform to a new data center while coming under budget by $59K and replacing a call center UPS with a budget of $99K.

Greater New York City Area

• Performed network surveillance of the operator services network and used Cisco network troubleshooting techniques to identify and resolve network issues, keeping penalties associated with not meeting service level agreements to less than $200 per year across all enterprise customer accounts.• Provided remote desktop and Microsoft OS support to over 48 call centers using applications and protocols including VNC+, Windows Active Directory, RSA/ILO, Telnet, resulting in the call centers being able to meet their 21.8 second average handle time and 97.5% real time adherence.• Performed analysis of system issues to find opportunities to exceed the 99.5% service availability objective