Chosen by Virtusa to manage and provide Subject Matter expertise for their client (JPMChase) looking to migrate to SIP and CCaaS (Contact Center as a Service) solutions. Implementation Engineer focusing on installing and deploying Genesys applications on VMWare, using LinuxOS. Gathering requirements from Customer interviews, to completely match requirements from requirement matrix to match those of the client. Expert in documentation, documenting ‘Run-Books” that are used by downstream system owners for “post-implementation. In addition, maintaining lesson-learned documentation, that can used for future deployment that details issues, successes and troubleshooting steps, along with deployment scripts and short-cuts. Experience with Windows and Linux implementation on VMWare and dedicated servers. • Genesys 8.5 Framework (ORS, OCS, eServices, • Genesys Routing (IRD, Composer)• Genesys Reporting, CMS (Call Management Server) and Informix database• Genesys Agent Monitoring• CentreVu Supervisor Desktop application

Joined Softel as an experienced Genesys Consultant to assist with the technical project management and support of multiple Avaya-to-Genesys 8.5 Call Center migrations.• Avaya PBX• Genesys 8.5 Framework• Genesys Routing• Genesys Reporting• Genesys eSuite• Genesys Administrator• Genesys Insight• Genesys GAX• Genesys Composer• AT&T RouteIT • Call Center reporting• Monitor alarms and Document resolution for Knowledge Base.• Test and troubleshoot MCI, Sprint and AT&T long distance circuits.• Maintain accurate telecommunications documents• Work with technology integrators for successful installation of PBX peripherals• Maintain accurate telecom inventory• Track telecom requests to completion and satisfaction of requestor.• Backup associated telecom databases routinely

Joined Softel Communications as a Contracting Consultant to manage their Sun Life Financial client’s CTI Contact Center deployments. Multiple Call Center projects related to the consolidation and standardization of Sun Life Financial’s customer-centric contact centers technology, such as Avaya, SIP (Acme Packet), Genesys, Cisco, IVR, Reporting and Intelligent Routing. Call Center Implementation of the following Telecommunications components/applications.• Genesys 7.0 suite ( Routing, Reporting, SIP, GVP, CCA)• 3 Avaya G3R PBXs• CMS (Call Management Server) and Informix database• CentreVu Supervisor Desktop application• Avaya IP telephony phone• Call Center Banner Boards• Create, modify and troubleshoot Avaya PBX Vectoring• MAC (Moves, Adds and Changes) requests• Voicemail additions and deletions• CTI (MAPD, VDNs and Vectors)• AT&T RouteIT

Assisting ADP with an enterprise effort to migrate to Genesys Intelligent Routing. In addition assisting in the suport and deployment of ADP's Quality Monitoring architecture, NICE Perform. Provide Subject Matter expertise for all call Center applications, development, engineering and implementation. Hands-on assistance in setting-up and programming of Intelligent routing, SIP trunking, Quality Monitoring, Reporting and customer-centric IVR applications. Provide accurate, informative updates to all levels of management and provide daily senior management summary of project.

Selected by Manpower to work directly with Wells Fargo as a contractor Project Manager, focused on implementation, tracking and hand-off of all project in their contact center’s Small Enhancement queue. Expertise with PlanView and the STAMPS financial tracking module. Implemented SharePoint site to track and provide real-time status on projects in the Small Enhancement queues. • PlanView• STAMPS• Genesys 7.0 suite ( Routing, Reporting, SIP, GVP, CCA)• 3 Avaya G3R PBXs• CMS (Call Management Server) and Informix database• CentreVu Supervisor Desktop application• Avaya IP telephony phone• Call Center Banner Boards• Create, modify and troubleshoot Avaya PBX Vectoring• MAC (Moves, Adds and Changes) requests• Voicemail additions and deletions• CTI (MAPD, VDNs and Vectors)• Call Center reporting

Technical Project lead for Call Center Technologies.

Selected by BCBS to project manage multiple Call Center projects, consisting of voice and data telecommunications initiatives. Mainly migrating to Cisco’s AVVID (Architecture for Voice, Video and Integrated Data) infrastructure, with the goal of converging both voice and data onto an enterprise network. This included, Unified Messaging, Collaboration, Multimedia and Intelligent Contact Management throughout the Call Center environment. In addition to planning and managing pilot projects, overseeing daily operations, ensuring performance improvement, and developing viable solutions to keep pace with rapidly changing technology, I also acted as an advisor to senior executives for all aspects of technical project deployment. Directed daily activity of multiple call center initiatives across full spectrum of project management tasks including requirements collection and analysis, project planning and scheduling, resource allocation, budget management, software development and deployment and training.