Robert Holifield Email & Phone Number

Maryville, Tn, Us

Maryville, Tn

Knoxville, Tennessee Area

•Responsible for managing and maintaining UCCE, IP IVR, CUCM, Unity Connection, and EIM/WIM environment supporting over 200 agents•Design and develop call flows using ICM Script Editor, CCX Editor for Cisco IP IVR, and ICM Configuration Manager•Design and develop Live Agent and IVR based outbound campaigns•Manage 6 Cisco Voice Gateways using H.323 and MGCP•Document processes for end users and fellow team members for reference and training purposes•Document call flows, numbering plan, circuit inventory, recorded IVR prompts, and other systems and equipment information•Implemented IVR utilization summary report for the business to review on a quarterly basis in order to determine IVR self-service efficiencies and identify areas that need improvement•Perform daily tasks to accommodate new hires, exiting employees, and various user issues and inquiries•Troubleshoot systems and equipment, escalating issues with vendors as needed•Responsible for managing and maintaining Open Text Rightfax FoIP solutionHelpdesk Technician• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues as reported by end users and automated alerts• Install, setup, configure, and upgrade computer hardware, software, and peripherals• Responsible for cradle-to-grave issue resolution in a single-tiered helpdesk environment• Interact and communicate professionally with non-technical employees on technical issues• Prioritize and manage multiple projects while continuing to maintain service level agreements on all reported issues• Document problems and resolutions using an internal ticket tracking solution• Administer JScape and MOVEit SFTP applications; working with clients to setup connectivity and data transmission processes• Manage Active Directory and RSA accounts to ensure users have the appropriate access to applicable systems• Assist Telephony Administrator with end user issues, creating new hire agent IDs, and configuring IP phones