Support Liberty Mutual contact center environment* Implement and maintain contact flows using TypeScript* Provide root cause analysis on outages* Modify queues and routing using AWS Connect* Work with product owner to prioritize backlog for business units* Experience working with DynamoDB, S3, Cloudwatch and Datadog* Part of a team that migrated Cisco UCCE environment to Amazon Connect platform

System Support Engineer State Auto Insurance • Managed team responsible for Cisco UCCE contact center with over 500 agents • Work with business units to define requirements and design new call flows• Provide QA testing and Root cause analysis • Create call types, agents, teams and skills in Cisco ICM• Create and modify scripts in ICM and upload recordings to CVP• Responsible for eGain Exony call reporting and analytics software• Responsible for administering Verint Impact 360 including: Call Recording,QM and WFM• Responsible for resolving contact center issues/outages• Responsible for researching and recommending new technologies for contact center environment• Meet monthly with Customer Service group to review/discuss issue or problems.• Provide 2nd level support for Cisco CM and Cisco Unity • Meet with support vendors on a quarterly basis to review support/maintenance issues

Responsible for managing multiple PBXs and voicemail systems in the corporate headquarters and 35 regional branch offices for 2,600 employees • Managed projects with multiple vendors setting up or relocating voice/data communicationsequipment in new offices• Responsible for coordinating voice network planning for DR/Business Continuity• Installed Verizon hosted VoIP solutions in multiple offices. • Maintained ISI Infotel call accounting application and worked with business units to provide call detail reports• Served as key contributor on project to replace aging PBXs and key systems with enterprise VoIP system• Provided training to Help Desk on first level voice support tickets• Work with business units to provide routing solutions for handling internal/external calls • Responsible for documentation of procedures and processes• Responsible for working with Carriers in assigning and routing new 800 service• Managed Audiolog call recording system

• Responsible for installing, terminating testing, troubleshooting, documenting 2002 and maintaining CAT5E /CAT6 cabling per EIA/TIA standards. • Responsible for patching, cross connections and building rack/cabinets• Responsible for coordinating MACS throughout company offices• Installed voice/data network equipment in branch/claims offices• Coordinated turn up and test of new circuits with Telcos