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 and ensure different phases of the project are successful. •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.•Working on SQL 2016, 2018, 2019 / Windows 2016, 2019.•Work on SSO with providers like Azure, Active Directory, Okta, PingFederate.•Assist in developing and reviewing CPS Help Desk best practice implementation processes, how to videos, assist shadows with product knowledge, confluence articles. •Provide training and mentorship for new implementation engineers in the form of shadows, custom documentation etc.•Document field-discovered software defects for software development teams•Assist with on-call rotation.

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, Thales),Video (Screen) Recording, Reporting applications (SQL Server Reporting Services)at stand alone or enterprise environments.•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 Audio/Video recording software that would be specific to the customers environment. Assist with issues surrounding telephony, networking, databases, firewall, server and operating system configurations.•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 and multi-site environments.• 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.• Serve as primary point of contact for the Capital Group, Dish Networks, Apple, Verizon premier accounts and managed this relationship for the last two years.

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 other software products.• 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.” • Documented, tested and lead clients through technical diagnostic procedures for all new and existing locations and propose optimal solutions to technical problems. Responsibilities also included notifying and escalating support issues to proper support groups.

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.• Various duties involve editing, creating and revising product manuals and maintaining an inventory of equipment and their disposition.

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 mainframe software (Attachmate Extra).• 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 board meetings, inventory checks.

Bachelor'S Degree, Marketing & Information Systems Management.

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

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