(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Enthusiastic eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of the inContact Platform and [strong knowledge and experience with the implementation process and training. Motivated to learn, grow and excel with customers.

Skilled Implementation Manager Platform Engineer successful at using judgment and advanced technical acumen to make positive impact Forward-thinking and resourceful professional with diligent mindset and disciplined approach.

I'm looking forward to help the company expanded and make a positive impact and to optimize my Certification with Nice- inContact.

  • APIs and Integrations | REST API
  • Manage and add to the external developer portal with inContact API | CRM screens-pop |
  • Experience with API management Platforms
  • Application development and implementation
  • Cloud implementation
  • Technical implementation
  • Advanced Studio Development (IVR Development Software)
  • Able to design, develop, and deploy and support RESTful services
  • Troubleshooting and diagnostics
  • Systems administration
  • HTML and XML | Agile Cloud
  • Engineering design development
  • Integration engineering knowledge
  • Client service
  • Agile methodology
  • Network infrastructure administration
Goodby High School Tallahassee, FL, Expected in 09/1996 High School Diploma : - GPA :
Valencia College Orlando, FL Expected in 01/2005 Associate of Science : Criminal Justice - GPA :
  • Continuing education in [Subject]
  • Criminal Justice Technology Specialist
Central Florida High Tech Institute Orlando, FL, Expected in : Computer Information Data Specialist - GPA :
  • Professional development Computer Information Data Specialist
  • Coursework in Network Essentials, Database Management Systems and Information Technology Project Management

Nice-inContact certification

Certifications with the following products

inContact Users HUB CXOne

Nice-inContact Studio

End- to -End implementation manager

Work History
Morgan Stanley - Implementation Manager
Lincoln, NE, 01/2018 - 02/2020
  • Overseeing the implementations end-to-end Remote enablement, readiness, and support during go-live
  • Provided Proficient IVR And Routing Capabilities
    Estimated Wait, Position in Queue Virtual Hold functionality
  • API development
  • Implemented NICE inContact API Framework
  • CRM-driven CTI Screen-Pop
  • CRM Integration With Salesforce |
  • Salesforce (SOQL) to search your organization’s Salesforce data for specific information
  • CRM integrations with Database {SQL}
  • Promoted and implemented IVR process improvements company-wide
  • Developed and implemented process flow improvement and standardization projects.
  • Worked closely with software development and testing team members to design and develop robust API solutions to meet client requirements for functionality, scalability and performance.
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in knowledge base for support team use.
  • Developed inbound and outbound IVR call flows
  • Developed standard operating procedures and document workflows for current and future process steps.
  • Worked with RingCentral customers to understand requirements and provide exceptional service.
  • Liaised with RingCentral to organize and perform 90-Day implementations standard training for new and existing staff
Sedgwick Claims Management Services, Inc. - IT SECURITY TECHNICIAN
Rancho Cordova, CA, 03/2014 - 12/2017
  • Performs installations of all type of electronic devices including surveillance cameras and security doors
  • Installs cable and connectors and performs cross-connect functions required to physically connect devices to the electronic security network
  • Installs computer workstations, servers, electronic security boards and video hardware and cross connects to enterprise systems. Tests all connections for functionality
  • Troubleshoots hardware, software, circuits and components to isolate and identify problem sources. May work with internal staff or vendors to solve problems
  • Maintains various records including problems and repairs, installation sites including floor plans and cable records and materials used.
    Performs other related duties as assigned
  • Developed and executed plans to monitor standard process adherence.
  • Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
  • Determined and recommended methods to address improvement opportunities.
  • Equipped and organized facility to comply with company strategy for online and offline quality controls.
Nisqually Indian Tribe - Corrections Officer
Olympia, WA, 10/2004 - 03/2014
  • Authored incident reports for management on violations and discrepancies.
  • Enforced regulatory compliance while managing visual inspections, work crew accountability, illegal substance checks, alcohol sensor testing and gate-locking procedures.
  • Streamlined operational efficiencies by effectively maintaining daily shift activity logs.
  • Automated document flow by ensuring log books and medical files were maintained with 100% accuracy
  • Oversaw and maintained custody of 200 inmates in maximum security
  • Prepared comprehensive written reports to document inmate disturbances and injuries.
  • Reduced escape attempts, crimes and other hazardous activity through close observation and situational awareness.
  • Conducted pat downs and strip searches of inmates and visitors to prevent contraband from entering facility
  • Managed officer assignments to ensure optimal productivity.
  • Completed paperwork and processing duties for incoming inmates and arrestees, including booking documentation, fingerprints, and medical history.
  • Established and maintained effective working relationships with city staff leaders, outside organizations and general public to provide optimal service and protection.
  • Delivered accurate verbal and written reports to company personnel.
  • Processed and logged accurate and detailed incident reports.
  • Collected and organized all surveillance data and information to protect client possessions and workspaces.
  • Prepared, checked and coordinated documentation to support incident reports and for Judge and Criminal Justice application.
Regal Cinemas Corporation - Team Lead
Beavercreek, OH, 11/1999 - 11/2003
  • Tested programs and databases to identify issues and make necessary modifications.
  • Analyzes both routine and non-routine problems with wireless equipment, software applications, and network performance to identify problem root causes and recommend corrective action.
  • Promoted available products and services to customers during service, account management and order calls.
  • Updated and organized CTI database
  • Recommend solutions to customer questions which may require follow-up or escalation to a higher level of expertise
  • Handles situations which require adaptation of response or research according to unique customer situations. May orient, train, and support other employees
  • Maintains log of problems so recurring problems can be reported to product or service development
  • Activation of Wireless Cell Phone
  • Answer phones and Internet-based inquiries, troubleshoot issues, and answer questions.
  • Wrote and maintained technical and functional specifications to document database intentions and requirements.
  • Installed, upgraded, configured and turned Personal Computers and Hardware
  • Configured and Managed Dashboards, Teams, and Campaigns
  • Used pivot tables to update AR aging reports on weekly basis.
  • Served as subject matter expert on call center performance metrics analysis, design, development.

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School Attended

  • Goodby High School
  • Valencia College
  • Central Florida High Tech Institute

Job Titles Held:

  • Implementation Manager
  • Corrections Officer
  • Team Lead


  • High School Diploma
  • Associate of Science
  • Some College (No Degree)

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