Working with a wide array of customers to gather requirements and create design documents to facilitate Call Flow, Routing, Outbound Dialer and Specialized changes to improve Customer Experience. Focusing on Genesys Pure Connect, Genesys Cloud, SQL Server and Crystal Reports.

Working with a variety of customers including government agencies, collection agencies, medical industry professionals, retail and manufacturing companies. Main focus was to provide support, development, training and consultative guidance in the areas of Genesys (Interactive Intelligence) Systems with respect to data analysis, reporting and system customization. Knowledge Areas Microsoft SQL Server / Oracle Crystal Reports Interactive Business Manager Interactive Administrator Interactive Dialer Interactive Attendant (IVR) Handler Customization

Working with the HR and Finance Departments to develop custom reporting designed to leverage Lawson ERP Data for purpose of improved efficiency and greater visibility.

Six Sigma: Green Belt training Participation in enterprise level projects. Project Lead for Service Desk involving multiple vendors for the affect of increasing issue resolution and tracking system realignment.Dashboard and metrics creation for enterprise level solutions and projectsDeveloped in-house and vendor hosted Wiki solution to increase collaboration and knowledge transferCreated multiple reporting and data collection solutionsGlobal datacenter discovery and reportingInternal employee time tracking and issue follow-upHR reimbursement: data templates and reporting analysisService Desk issue reporting and analysisGathered requirements, designed and created 100+ reports with Crystal Reports XI, MS SQL Server, Access and Cognos using data from MS SQL, Access, DB2, Sybase and Oracle.Created a self installing, stand alone, application able to run and view Crystal Reports from any where on the network without the need for additional licensing.

Installed and maintained business applications: Hummingbird DM, MS Great Plains, Personal Data Keeper, Norton; Antivirus and Ghost.Supported users, via phone and remote connection, with Windows Desktop, external websites, Office 2003 and other Business application problems.Repaired and maintained printersDiagnosed and repaired PC hardware

Supported users with authentication, network connection and custom Access 97Applications.Application development in C# .Net: Gathered information and began development of Windows CE application to scan and store images in a SQL database.Created reports Access 97Supported Custom Access 97 Software