Shereen Thomas Email & Phone Number

Hockley, Tx, Us

Hockley, Tx, Us

New York, Ny, Us

New York, New York, Us

Houston, Texas, Us

In December of 2011, I transitioned to Contact Center Support Analyst and assisted in the implementation of the Cisco Unified Contact Center Enterprise (UCCE) system, Web Chat (WIM) and E-mail (EIM) for 250+ analysts globally. By April, I became, and have remained, the only level 2 and level 3 support person for the Contact Center in the company. I maintain all 47 UCCE servers globally. I administer the daily UCCE operations, including moves, adds and changes of agents, skill groups and teams. I troubleshoot and repair issues with every aspect of the Contact Center, such as agents not being able to logon to CAD (Cisco Agent Desktop), Web Chat not responding, UCCE servers or services getting hung, work flow issues with Cisco Supervisor Desktop (CSD), call flow scripts needing to be modified, and reporting problems in CUIC. I have implemented Mobile Agents to allow greater flexibility and reduced costs in call handling. I also reconfigured 12 PG (Peripheral Gateway) servers to allow Mobile Agent Mode. I have saved Baker Hughes over $150,000 by designing and implementing 3 new groups into the existing Contact Center infrastructure myself instead of having to bring in a third party vendor. As a part of that process, I created new skill groups, agent desk settings, call types, reason codes, device targets, labels, and routing scripts.In order to integrate properly with UCCE, I have configured settings in Cisco Unified Communication Manager (CUCM) as well as NICE IEX Workforce Management (WFM) and Call Recording (QM). I create new phones, extension mobility profiles, ingress numbers, CTI Ports and CTI Route Points in CUCM and integrate them into the Contact Center. I have researched and corrected configuration issues with devices, device profiles, end user profiles and application user profiles. I have used the CUCM Real Time Monitoring Tool (RTMT) to pull Call Manager logs for troubleshooting purposes as well as monitoring CPU and Virtual Memory Usage.

Houston, Texas, Us

Answered support calls for BJ Services employees, troubleshooting issues and correcting problems over the phone and via remote connections. Diagnosed and repaired hardware and software issues on laptop and desktop computers. Trained new employees on troubleshooting techniques and Help Desk protocols. Installed inkjet, laser jet, and multi-function printers connected via parallel or USB ports as well as network printers. Repaired various hardware components on damaged laptop and desktop computers. Created new domain accounts in Active Directory and added users to appropriate groups.

Trained new agents in the use of the phone system and computer programs. Assisted buyers in the process of finding and purchasing their dream property. Guided sellers through the process of selling a house or land for maximum profit. Coordinated all steps of the real estate process to ensure a smooth transaction. Negotiated contracts to get my client the best deal. Showed property to potential buyers. Educated buyers and sellers on all of the steps involved in buying and selling real estate. Manager rental property for out of town owners.

Houston, Texas, Us

Began as Research Technician II, promoted to Co-Team Leader and then to Research Coordinator II during the first year. Doubled monthly sequencing reactions using 75% fewer people by implementing robotics. Wrote programs to run different sequencing protocols on robots. Performed minor repairs on assorted lab equipment. Trained 25 new employees on proper protocols for prepping and sequencing DNA. Supervised 25 employees on proper sequencing protocols. Wrote protocols for all Research Technicians to follow. Conducted interviews and make recommendations for the hiring of new employees. Tracked sequencing data and developed solutions to problems encountered. Performed experiments to develop more efficient protocols. Operated ABI Prism 3700 machines. Performed BODIPY and Dye Terminator Sequencing procedures. Coordinated with multiple areas to ensure smooth and accurate data flow. Researched failed sequences to determine cause and identify trends. Presented a poster at the Molecular and Human Genetics 2001 Research Retreat.

Bachelor Of Science, Marine Biology

Associate Of Science (As), Marine Biology