Ryan Hale, Csm Email & Phone Number

Indianapolis, Indiana Area

Indianapolis, Indiana Area

Indianapolis, Indiana Area

My position as PureCloud Enablement Lead was to help train customers on a contact/call center cloud platform (PureCloud) and manage the implementation process of the solution. Job Duties:► The PureCloud Enablement team, consisting of 15 team members, was created in January of 2016. All of us held other positions in Interactive Intelligence and were moved to this new team based on our abilities and technical prowess. ► Responsible for the “Shared Success” model which creates a successful implementation of the PureCloud solution. This includes providing guided sessions for setup and configuration, use of self-service tools and tracking and accountability towards customer owned setup and configuration points. These items may touch on hardware, virtualized hardware, operating systems, software, telephony, or network.

Indianapolis, Indiana Area

I was responsible for overseeing and assisting with the execution of Quality Assurance (QA) activities for multiple large, high visibility projects simultaneously. Job Duties:► Managed assigned testing resources, defect management, and communication between testing and development on a one to one project basis. ► Responsible for assisting in identifying process and tool deficiencies and finding resolutions and implementing those changes. ► Assisted and mentored project coordinators to work through escalations and roadblocks.

I began my career at Interactive Intelligence in 2007. I worked collaboratively with developers, using the Agile methodology to ensure well tested products were released.Job Duties:► Responsible for writing test cases that defined system functionality in terms of end-to-end user scenarios.► Set-up and maintained both physical and virtual test environments.► Used creative approaches to verify that functionality and usability of the software met the required high quality standards under complex user scenarios and scale testing.► Discovered system defects and weaknesses and effectively communicated their severity with the appropriate developers.► Assisted customer support by troubleshooting service tickets.

While working for Dugdale Communications, I served as a project manager and team lead on multiple PBX and Voice Mail projects. Job Duties:► Installed, programmed and maintained Avaya phone Systems (IP Office, S8300, Legends, Magix, Definity and Partner) along with video conferencing systems and multiple voice mail products (Octel 200/300, VMX 100, AVST/CallXpress and Avaya Intuity Audix) and Captaris RightFax servers.► Trained various team members and customers on the products that we supported and sold.

Master Of Science - Ms, Information And Communication Sciences

Bachelor Of Science - Bs, Aerospace Administration

Activities and Societies: Alpha Tau Omega, Rugby Team