Ray Cummings Email & Phone Number

Minneapolis, Mn, Us

Rolling Meadows, Il, Us

Install, configure and troubleshoot Avaya Workforce Optimization (WFO) software implementations, with a focus on Workforce Management (WFM) and Desktop and Process Analytics (DPA).Integrate Avaya WFO software in customer test and production environments, using knowledge of Microsoft Windows, Microsoft SQL, and VOIP switches from multiple telephony manufacturers.Earned Avaya ASCS Workforce Management certification.Perform validation testing to confirm deployment completeness and operational readiness.Started working with installation and configuration of open source chat software as a part of contact center software offering to customers.

Melville, New York, Us

Install, configure and troubleshoot Verint Systems software implementations, with a focus on Workforce Optimization (WFO) products, including Workforce Management (WFM) and Desktop and Process Analytics (DPA).Integrate Verint Systems software in customer test and production environments, using knowledge of Microsoft Windows, Microsoft SQL, and VOIP switches from manufacturers including Avaya, Cisco, SAP, Siemens, etc.Perform validation testing to confirm deployment completeness and operational readiness.

Designed, constructed, tested, implemented and optimized specialized infrastructure systems, participating in production implementations, upgrades and conversion projects related to those systems for this $113 billion IT provider.Performed infrastructure design, deployment and implementation of WFM capability for management of 9000+ agents globally. This capability led to improvements in service level metrics, while optimizing contact center staffing and the associated costs.Reduced vendor support costs by providing Level 4 support for WFM capability globally. Owned on-call responsibilities for after hours support when first deployed, before conducting training and hand-off to new Level 3 support team. Deployed Citrix farm in a lab environment in support of the WFM capability. This action was necessary to investigate and mitigate an issue that was encountered when performing an upgrade for the WFM production environment. Use of Citrix with WFM in production was ultimately implemented.Provided Citrix administration support for project evaluating the use of outsourced at-home agents, in support of existing EDS business. Project resulted in decision to use employees rather than outsourced resources.Created and maintained capability engineering documentation, following Quality Management System (QMS) standards.

Managed team of 16 people providing desktop and network support to five contact center sites in North America for this $113 billion IT provider.Managed team providing desktop and LAN support within BPO contact centers in Michigan, Texas and California. Performed standard management duties (interviewing, hiring, performance reviews, employee terminations, etc.).Performed financial management functions (salary reviews, budget forecasting, etc.), including managing three cost centers with a total annual budget of $5.6 million.Improved billing data by directing implementation of new corporate time tracking tool within forty member organization, providing more accurate time allocation and recording.

Developed and provided instructor-led training on PC-based office productivity software for this $113 billion IT provider.Developed and conducted instructor-led training of PC-based software packages to multiple clients, thereby allowing them to provide their employees with a standard software toolset, which led to reduced support costs for these companies.Supported client employees after workshops, focusing on application of concepts learned during class to employee's work situations, resulting in increased employee efficiency in their use of the software.Created an Access database to track instructor evaluation scores, providing improved metrics on instructor efficiency.