Robert Brill Email & Phone Number

Columbus, Ohio, Us

Columbus, Ohio, Us

Hoboken, New Jersey, Us

NICE Certifications:• NIM Certified• Engage Certified• RTS Designer Advanced Certfied• Avaya/Cisco Voip Certified• WFM Installer Certified• WFM Integration Certified• Sentinel Certified• Multi-Datacenter Certified• Encryption Certified• TDM and Voip Logger Certified• Interactive Analytics CertifiedResponsible for:• Migrate/upgrade current clients to latest WFM version• Install new sites with latest WFM version• Configure ACDs, RTA, and Smartsync• Maintain high customer satisfaction• Perform user acceptance testing (UAT)• High level troubleshooting

Manage all hardware and software on 5 TouchStar Software automated dialers. All of these servers are running Windows 2003 as the OS and SQL Server 2005 for all database functions. Additionally the dialers use Dialgoic cards for workstation connections and PRI Telephony connections.Support, install and maintain 50 Nortel / Avaya phone systems ranging from BCM 50, BCM 400/450 and CS 1000.Handle all site moves from cabling workstations, to moving the telephony and network equipment.Work on a rotating 24 hour on call schedule that changes weekly.Travel to client sites for site moves, new installations or troubleshooting of complex issues.Complete all assigned help desk tickets from basic adds, moves and changes to elaborate call routing and circuit issues.Write custom ASP.Net scripts to pass call data from the Touchstar Dialer to the dispatching software.

Assemble all hardware needed for Touchstar's Automated dialerInstall all needed programs for the dialer to operate (Windows Server 2003, SQL Server 2005, Cent OS, Asterisck VIOP PBX software, Dialogic Configuration ManagerOnce all hardware was installed and stress tested I would fly to the client site and perform the installation of the Dialer, PBX, and/or SQL Servers.Train all on-site support people and management on the Touchstar Software Dialer hardware and software.Integrate the dialer with onsite telephony equipment if neededWrite custom ASP.Net scripts if needed to pass call data from the Touchstar Dailer to the client specific software.For the last 4 months with TouchStar I managed a team of 5 Support Technicians that were responsible for taking care of our more complex systems and customers.