Frontier CommunicationsSystem Specialist Call Center Operations Feb 2010-PresentImplemented multiple sites throughout the country converting Telephony software in Aspect, Noble Systems and Avaya Software during multiple conversions. Administrating and developing campaigns on an auto dialer. I support over 24 sites and applications throughout the country with over two thousand employees.Provide call detail data reports. Setup Voice mail and hierarchy changes on Avaya.Tests daily software functionality.Support Avaya Callback Assist. Accomplishments:Helped with converting and implementing ACD systems from former Verizon and ATT properties to Frontier Communication. I travel and trained supervisors and agents on our telephony systems. I did tests cases and scenarios in our IVR to make sure the call routing was correctly setup.I'm the lead and SME on the Avaya Automated Chat UI system C.F.I. Westgate Resorts2801 Old Winter Garden RdOcoee FL, 34761Nov 2000-Jan 2010I.T. Call Center Application Engineer Troubleshooting and maintaining 5 major Call Center throughout the United States that is centralized in Orlando FL.Doing maintenance on servers, shutting down and re-starting telephony servers.Setting up inbound and outbound services for users to take calls.Trained Junior Administrators. Dialer software being used to maintain the Call Centers are Noble Suites and Ensemble Pro Suites. I set up my departments work schedule and interview new employees.Accomplishments:Upgraded 5 major Call Centers.Setup IVR’s and M3’s. I prioritized call routing for services for the Call Centers. I also created and assigned DNIS to services and workgroups that was associated with toll free numbers. Created skills and services to agents and setup filters to exclude states and area codes.Setup dialer campaigns.