Implementation Consultant, contracting to Aspect Software performing implementations on Unified IP, WFM and AQM products.

Lead Implementation ConsultantAtlanta, GA Aspect Software/ Nov 2018 to May 2019 • Primary technical contact for all project related documentation, status calls, and customer question regarding hardware/software specifications.• Maintain excellent customer relations while achieving system performance criteria within project timeline and budget.• Optimized staffing levels with strategic scheduling and task delegation.• Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.

• • Managed Implementation team with over 12 employees.• Managed day to day operations of Implementation team, focusing on Unified IP, ALM, AQM and WFM projects and customer satisfaction.• Identify training plans for individuals and teams to help support professional growth and alignment with future solution direction.• Assign projects, monitor progress to ensure projects stay on budget and are delivered within the promised timeframe using Oracle NetSuite application for scheduling.• Interface directly with Principal Manager's to help define scope of projects, define hours for scope, and budget and review and approve for delivery Statements of Work, Budgetary Quotes, and timelines.• Led employee performance reviews and discussed improvement strategies with each team member.• Determined efficient work schedules for team on daily basis to keep project moving and each shift properly staffed.• Trained and mentored new employees to maximize team performance and achieve daily performance objectives.

• Provide technical guidance for consultants and project managers during a project, acting as the first point of escalation for issues.• Perform quality audit of product code, systems, methodology and deliverables for all projects to ensure best practices are followed.• Help develop and refine Professional Services methodologies, best practices and deliverables.• Primary technical contact for all project related documentation, status calls, and customer question regarding hardware/software specifications.• Maintain excellent customer relations while achieving system performance criteria within project timeline and budget.• Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service

• Installation and configuration of various Aspect Software products, including legacy products, as well as current product lines.• Performed application design, implementation, training and integration of customer requirements into the customer's business.• Work closely with multiple organizations to solve complex and unique application-related problems.

• Responsible for direct management of large scale customer installations. Develop installation project plans and schedules in accordance with contractual obligations and customer expectations.• Program customer specific applications. Perform installation of applications at customer sites. • Maintain positive customer relations while achieving system performance criteria within stated project time-line and budgetary constraints.• Strong project management skills and ability to perform assigned tasks with minimal supervision. .

• Provide support to 100+ users in an Ethernet based Lan. Managed a 60 node Novell Netware 4.x network.• Diagnose, and repair system and end user problems as required. Results include achieving a 98% closure rate to fixing problems within 2 hours of being reported.