Tammy Moses Email and Phone Number

Working support cases and performing installations with Partners, Re-sellers and Direct Customers. Responsible for installing the product software on both the client and server sides. Also installing SQL Server Management Studio (SSMS); Installing and configuring SQL Server Reporting Server (SSRS) as well as Linked Servers with a connection to ODBC data sources. Creating a remote connection to customer's client workstation or server to resolve issue(s) and/or assist in basic training of the product. Responsible for creating and maintaining company documentation to include System Requirements, Release Notes, Installation Guide, Updates Guide and User Guide.

Contract Position: Manage any and all upgrades, enhancements and/or changes to the Aspect eWFM Application. Remotely troubleshoot all issues reported by the Lines of Business, and worked directly with Aspect Advanced Technical Support working issues to resolution. Involved in Call Center’s IVR and Call Routing/Internal Network Platforms. Wrote and Executed Test Scripts using Excel so to Export/Import files. Work consistently with Operations, ACD Development and Project Managers regarding all changes to WFM and/or the supporting Windows servers. Part of the Technical On-Call Rotation.

Remotely analyze and troubleshoot complex software and/or hardware issues, in regards to Application, while collaborating with other Support Engineers or developers on the R&D team. Work and follow up on multiple Incidents at any given time. Windows and Solaris servers including MySQL, MSSQL, Postgres SQL, XML, Oracle. LINUX and UNIX Databases. Cisco ICM and IVR knowledge. As a Technical Support Engineer I managed multiple customer accounts while driving issues to resolution in a timely and efficient manner. Worked and maintaining multiple incidents at any given time to include Software and Server Upgrades. Totalview GUI WFM tool includes both Client and Web front end access. Worked an on-call rotation to provide after-hours support to our customer with 24/7 support maintenance. Worked with countless vendors such as Cisco, Aspect, Avaya, Genesys and many others to drive issue to resolution.

Sr. GSM Database Engineer Built and downloaded all routing tables for GSM, DMS-250, MSC switches for all customers expanding their networks.Included INODEs and HLRs for both domestic and international customers.Created and downloaded all Office Parameters for GSM, MSC, DMS-250 domestic and international switches.Coordinated with customer field technicians during all scheduled cutovers of HLRs and loading Office Parameters.Sr. Switch Configuration Engineer, Broadband Networks Created all hardware-engineering extracts for DMS-10, DMS-100, DMS-250, DMS-300, DMS-500, GSP, and initial remote office on all DMS-500 switch sites. Worked with customers on a daily basis to obtain a personal user I.D. and password into their switches for polling and switch/SPEC integrity purposes. Coordinated with Nortel Networks field technicians as well as Technical Assistants (TAS) to ensure complete customer satisfaction to completion date. Represented Software/Database Engineering for New Product Introduction (NPI). including XA-CORE, ViPer, STM-1 GSP, SNM, ECRM, SX05/06, SP10, 11, 12, 13, ATM and Succession for H/W E-files, commissioning loads, as well as load-build, translations and office parameters.Sr. Hardware Engineer Wrote Hardware Engineering specifications via CADES and RACE for the DMS family hardware and cabling for DMS-100, 250, 300 and 500.Performed Hardware Engineering for initial installs, LPP expansions as well as office extensions. Worked with Nortel Network installers and program management on each job until completion date to ensure complete customer satisfaction.