Responsible for maintaining a Cisco Unified Communications contact center and all peripheral systems across the Allianz Partners North America zone including sites in the US, Canada, and Mexico. Respected by the business as an invaluable resource to the development and support of the regional contact center.• Daily technical responsibilities include Call Manager administration, Unity Connection administration, ICM administration, ICM call flow scripting, CVP application development and support, end user support for back-office associates and contact center agents. Administer and support contact center applications including ECE, Finesse, CUIC, and Verint. Maintain and support fully redundant UC/UCCE environment including CUSP, Cube, SIP circuits, and VXML gateways. Maintain platform stability with regularly scheduled maintenance. Ensure environment is PCI compliant.• Daily Team Lead responsibilities include providing leadership for the Telecom team engineers and administrators. Act as first point of contact for IT and business management relating to incident escalations, scoping/planning for IT/business projects, and overall contact center strategy. Provide mentorship and guidance to the team for their development and success.• Work closely with the business to determine call flow and call center requirements, reporting needs and system enhancements.• Evaluate and recommend new products and concepts for contact center. Conduct design meetings with remote telecom liaisons, vendors and business partners for any upgrades/changes on an on-going basis.• Create and maintain documentation for all call flows as well as a run book for the entire telephony platform to assist in non-impactful monthly maintenance as well as disaster recovery efforts.• Mentor and train junior telecom associates in contact center technology and applications.

Responsible for maintaing 300+ company-issued mobile devices including cell phones (Blackberry, iPhone, Android, Windows), iPad’s, Mifi devices, and USB Broadband devices. Administered accounts across 4 wireless service providers. Purchased and provisioned devices. Administered and maintained a Blackberry Enterprise Server (BES). Worked directly with a Telecom Expense Management company for timely bill review and payment. Created an inventory management process for all mobile devices which resulted in $30,000 savings in the first year and the first-ever charge-back program for the company. Provided exceptional end user support.Additional responsibilities included support of an Avaya contact center such as creating devices and agents on the PBX, creating user profiles for Verint Impact360 WFM and Quality Monitoring.

Telecom Administrator at Allianz Global Assistance

Responsible for providing database and technical support to all branch offices. Database responsibilities included providing user support, configuring tables, writing report forms, creating searches to extract data, and conducting audits on data. Assisted in several database upgrades and consolidations. Technical responsibilities included maintaining/configuring office equipment, including PC’s, thin clients, scanners, printers, copiers and fax machines. Also provided help desk support to users on hardware/software issues, programmed/maintained phone systems including programming system-wide features and creating auto-attendant programs, and researched/purchased office equipment.Positions Held:Systems Manager/Database Analyst (December 1999 to October 2009)Technical Recruiter/Coordinator (August 1997 to December 1999)Resource Coordinator (October 1995 to August 1997)Operator/Administrative Assistant (June 1994 to October 1995)