Poonit M. Email & Phone Number

Minnesota, United States

• Taking lead in deploying and configuring Calabrio’s WFO Suite of products; including QM, WFM and Analytics.
• Self-directed and able to work independently to meet customer and project deadlines.
• Participate in reviewing Customer Solution Design documents with Sales, project managers. Actively participate in design reviews partner and customer along with going over technical requirements to kick off the project.
• Provide remote or onsite support for software installations, system configuration, implementation of the solution, UAT testing of the environment and go live support.
• Provide detailed documentation of environment for consultants and trainers and support transition.
• Assist with IP Telephony (Cisco, Avaya, UJET, Amazon Connect, Five9, Twilio etc) configuration and troubleshooting.

Nashville, TN

• Participate as a technical resource during project design/implementations and provide authoritative technical guidance to the customer and project team.
• Deploy Verint solutions for Audio (VoIP/TDM switches like Cisco, I3, Nortel, Genesys Avaya & Aspect), Speech, Desktop Processing Analytics, Framework for Workforce Management, Mobile Solutions, Encryption (RSA.
• Assist project managers and system integrators with implementing and testing CTI driven Client / Server or Desktop solutions using structure development and programming techniques.
• Traveled to customer sites for installation, post-installation testing and troubleshooting to resolve any issues that may come up due to an upgrade or new install, creating some custom documentation and training of.
• Demonstrate significant understanding of the product architecture and of the entire solution suite with SME skills.
• Provide regular feedback to development / documentation teams and share documentation with internal teams on lessons learnt on project deployments.

Nashville, TN

• Assisting corporations in a range of functions involving day to day operations and maintenance of Aspect Performance Management products and modules, (Workforce Management suite, Realtime Adherence etc.) at stand alone.
• Participate in projects involving full product installation and configuration for customers and partners with little by following processes and guidelines on Oracle and SQL environments.
• Routinely work closely with development teams and vendors such as Cisco, Avaya and Genesys on break-fix issues to resolve support needs.
• Collect detailed information about software maintenance problems, product limitations and provide suggestions for future product directions.
• Established myself as a reliable resource for management that can be relied upon to exceed expectations.
• Received accolades for exemplary service from top management, partners and customers such as Dish, Charter, RIM, RBC, BCBS, Comcast, Startek, Verizon, Apple, Microsoft and Capital One.

Tampa/St. Petersburg, Florida Area

• Diagnosed and resolved hardware (PC/Laptop/Printer/Monitors/Modems, Wireless routers) and software (Windows and Mac, installation, configuration, Firewalls, Antivirus, Ad-aware problems) issues.
• Provided urgent attention to trouble tickets, prioritizing user requests, and resolving complex issues.
• Performed basic troubleshooting/repair of printers (laser & impact)
• Effectively and efficiently taught techno phobic users about their system and making them feel comfortable with the technology.

Tampa/St. Petersburg, Florida Area

• Provided support for the following software packages; Operating systems: Windows 98, Windows NT, Windows 2000, Windows XP, Windows Server 2003, OEM Applications: Microsoft Products, email applications, Track-It!, and.
• Diagnosed and resolved hardware and software issues for PC/Laptop/Printer/Monitors/Modems, servers (IBM, Compaq), network hardware, and phone equipment at in-house and remote locations.
• Monitored client servers based on Windows 2000 server and Exchange for daily, weekly and monthly backups.
• Controlled and updated virus activity logs (server and desktops) and created performance reports (servers) based on event logs, memory, disk drives, processors, and network.
• Analyzed and managed the point-of-sale user interface for the Hospitality & Retail Industry.
• Documented the support requirements of the new POS systems based on existing documentation standards, and providing first line support to Users at “Go Live.”

Tampa/St. Petersburg, Florida Area

• Maintained high-tech audiovisual systems along with wiring, cabling, retrofitting and systems testing.
• Researched, proposed and tested appropriate equipment placement and needs for current and new facilities.
• Supported audiovisual equipment requests for seminars/board meetings/conferences/research sessions.
• Provided end user assistance with audiovisual systems.
• Analyzed and reported problems with software and hardware integration of all audiovisual equipment before vendor maintenance contract expired at new or existing locations.
• Edited and encoded video files, updated and uploaded changes on the Moffitt Network and the Access Database.

Tampa, FL

• Provided application, platform and database support (95/98/2000) for a network of over 10 servers and 300 end users spread out over 3 locations.
• Analyzed and updated the hardware/software database and its functionality to the user.
• Applications supported included standard desktop software (Microsoft Office, Front Page, Lotus, Corel WP, IE, Netscape, GroupWise, Adobe, Call Express, and McAfee), engineering applications (AutoCAD, PSSE) and.
• Assisted in testing, evaluating and supporting new software at several locations.
• Various duties included creating and updating user manuals, setting up scanners, network connections, printers, converting token rings to Ethernet at several locations, budgeting activities, preparing presentations for.

Bachelor'S Degree, Marketing & Information Systems Management.

Activities and Societies: VICE PRESIDENT \ MARKETING DIRECTOR, MIS SOCIETY OF USF. • Provided guidance in organizing membership drives and.

Bachelor'S Degree In Marketing And Management Information Systems, Marketing And Management Information Systems