To obtain a full-time position in the field of business and technology integration that can utilize my current skill set while providing for advancement and leadership opportunities. Hands-on professional with over 19 years of experience in the field of telecommunications and software engineering/development. Skills include acting as lead developer/SME for contact routing development supporting many different platforms, technical project management, deployment, installation, maintenance and support of a variety of telecommunications voice and data networks. Mastered abilities to analyze problems, provide technical solutions and implement procedures to achieve business objectives. Exceptional analytical and organizational skills. Excellent leadership and decision-making capabilities with strong communication and interpersonal skills. A strong working relationship with individuals at all levels of the organization. Proven ability to stay current with new technology.
Consulting with Business on Contact Routing Solutions
Lead Next Generation Contact Center Genesys Migrations/Deployment
Extensive Engineering Development on various Telecommunication Platforms
Vendor Selection - key participant in Request for Proposal (RFP) and Business Requirements Documentation (BRD)
Documentation - Setting standards and quality control
Lead the Next Generation Contact Center (NGCC) Migrations for the following with exceptional outcome and flawless deployment for all:
PI Investor Centers (IC) - 193 branch locations. Developed
and executed repeatable migration/testing steps resulting in flawless migration
Private Wealth Management (PWM) - 46 teams in various locations. Created
innovative solutions in Genesys to meet and exceed business requirements
Financial Consultants (FC) - PI Regional Center function.
High Net Worth Case Management (HNW CM) - PI Regional Center function. Created
best practices in documentation, coding and execution in Genesys
to be leveraged as standards for the team.
Lead developer representing Investor Centers and Voicemail for Next Generation Contact Center (NGCC) project.
Lead developer responsible for developing, supporting and migrating, all call routing for all PI Investor Centers nationally, over 190 branches and Private Wealth Management teams, almost 50 teams nationally.
Lead developer supporting Financial Consultants and High Net Worth Case Manager teams in Regional Phone Sites.
Routing and Composer, January 2013.
GVP, October 2013.
Framework 8 Foundation, October 2012
ANSI SQL Introduction, February 2007
Operational Excellence Services.
Six Sigma Yellow Belt, Fall 2006
Aspect Call Center ACD System Management Essentials, April 2006.
Aspect for Aspect Customer Participation Maintenance Interface Cards, September 2001
Avaya (formerly Lucent).
Avaya Call Center Implementation, February 2004.
Business Communications Systems for Definity G3 World Class Routing Administration, August 1999.
Business Communications Systems for Definity ECS Basic Administration, June 1998
Knowledge for Converging Voice & Data Networks, December 2003.
Knowledge for Voice Over IP, December 2003
Ascend for Multiband Installation and Configuration, March 1999
TTC for Firebird 6000 including T1 and frame relay testing and troubleshooting, 1999.
08/1997 to 11/2004
Senior Regional TechnicianSystems Company Distributed Computing
Worked as the Enterprise Business Continuity Liaison, responsible for acting as the primary technical contact for telecom and desktop support for our EBC Disaster Recovery team.
Acted as the lead Multimedia Support technician supporting all Audio/Visual equipment for the entire Merrimack Region.
Acted as the lead Voice technician in FISC-Telecom Merrimack, primarily responsible for all voice related network infrastructure projects, installation and support
Consulting with supported business functions regarding contact routing solutions for their individual business needs.
Lead Call Routing projects for NGCC, Investor Centers, Private Wealth Management, New Phone Site Openings, Private Client Group and Premium and Services functions.
Call routing development and support with Genesys, Avaya 8700, Aspect, Cisco ICR, and AT&T Route-It platforms.
Next Generation Contact Center (NGCC), development of call routing RFP and BRD for vendor selection.
Create and maintain process and documentation for call routing support of all Investor Centers and Private Wealth Management.
Working with third party, internal vendors, carriers and customers for problem resolution and voice/data network maintenance.
Maintaining PBX with Lucent G3, Avaya 8700, and Aspect switches, terminals, connectivity, administration and hardware maintenance.
Train new team members on administration of telecom products and services, including installation, maintenance and support for Genesys, Avaya, Aspect, Centigram VM, LAN.
Installing and maintaining IBM and InterVoice Voice Response Units.
T3, T1, and 1MB circuit installation, connectivity, and maintenance.
Supporting a mid-range data center for a large geographically disperse infrastructure including 24x7 on-call support.
LAN and WAN installation, connectivity, and maintenance with Cisco, Cabletron, Lucent, NICE DCL and other vendor equipment.
Experience installing, configuring and maintaining 10/100-megabit LAN using Fluke equipment for Cisco 5000 and 6000 series switches and routers
Daily tech support for desktops running Windows XP, a wide variety of applications, internal and external
Responsibilities include re-imaging OS of various machine types, installing new applications, troubleshooting applications issues, and supporting various types of PC hardware, break/fix support
Altiris Deployment Server and Ghost for imaging and software deployment of desktops running Windows XP
110 and 66 type frames and cable terminations as well as fiber and CAT5 patch panels
LAN administration for Windows NT and Novell environments
Lead the following successfully completed projects.
Next Generation Contact Center NGCC
Investor Center(IC) and Private Wealth Management (PWM).
Design/requirements gathering for IC and PWM migration to Genesys.
Created innovative solutions in Genesys to meet and exceed business requirements.
Developed and executed repeatable migration/testing steps resulting in flawless migration of 193 ICs and 46 PWM teams, all on schedule in a 15 month period.
Financial Consultants and High Net Worth Case Manager Phone Site Functions.
Created best practices in documentation, coding and execution in Genesys.
Denver Phone Site Opening - Flawless execution and project management.
High Net Worth Relationship Strategy 2.0 - PCG and Premium Phone Site functions Complete Redesign.
Coached business on developing routing requirements for the High Net Worth Relationship Strategy execution.
Developed solutions and lead implementation of new design in all Investor Centers and PI Phone Sites.
Received Outstanding Channel Support Award.
Developed new route away procedures for ICs providing new efficiencies to the business, including options to limit client impact depending on type of contingency.
American Fork Phone Site - new site build out, flawless opening.
Received Excellence in Action Award.
Premium routing model - complete redesign with national based routing allowing for the implementation of new Private Client Group overflow routing which had direct positive impact on Customer Service Level's for both functions.
Call routing development and implementation for conversion of approximately 115 Investor Centers to Avaya 8700 Voice over IP model.
Setup alternate site seating in preparation for the DNC for approximately 600 Boston employees to work out of the Merrimack region.
Convert DCL recording from Comverse to NICE DCL for 2 Aspect switches.
Auditing and correcting over 300 circuits in our Telecommunications Database.
Convert 828 M13 muxes to Edgelink100 M13 muxes for 8 DS3's consisting of circuits going to Aspects, Lucent G3, VRU's, etc.
Installed 12 InterVoice VRU servers, consisting of 48 T1's.
Bachelors of Science degree: Management and Information TechnologyDaniel Webster College － Nashua, NHManagement and Information Technology Completed with honors, Cum Laude 3.5 4.0
Associates degree: Computer Engineering TechnologyNew Hampshire Community Technical College － Nashua, NHComputer Engineering Technology 3.32 3.40
ACD, Ascend, Audio, Auditing, Avaya, Basic, Business Communications, Cabletron, cable, Call Center, Case Manager, CAT5, Cisco, hardware, Consulting, conversion, Client, Customer Service, Database, DCL, desktops, Disaster Recovery, documentation, Financial, frame relay, Genesys, Ghost, IBM, imaging, LAN, LAN administration, Windows NT, Windows XP, migration, Multimedia, NICE, Composer, Enterprise, network, Networks, Next, Novell, OS, developer, PBX, PC hardware, problem resolution, coding, project management, recording, requirements gathering, RFP, routers, Routing, servers, Six Sigma, SQL, Strategy, Strategy 2.0, switches, T1, tech support, desktop support, technician, Telecom, Telecommunications, Phone, troubleshooting, type, VM, Voice Over IP, Wealth Management, WAN
*Excellence in Action Put the Customer First for Investor Center and Private Wealth Management design and requirements gathering for NGCC, Q1 2016
*Excellence in Action for flawless execution of Denver phone site opening and HNW RS2.0 Projects, Q4 2013
*Excellence in Action Superior in Execution for flawless implementation of 13 new Investor Centers while having to develop creative solutions to infrastructure challenges that would have otherwise impacted the business meeting target dates for Investor Center openings, Q4 2011
*PI Operations, Outstanding Channel Support for going above and beyond in supporting the initial PCG Relationship Strategy work, August 2008
*Excellence in Action in Teamwork and Collaboration for functioning as the lead for the Call Routing team for the American Fork Phone Site opening , Q2 2008
*Member of the Phi Theta Kappa National Honor Society at New Hampshire Technical College for outstanding academic achievement in first and second semester of study, 1996 - 1998
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Companies Worked For:
Agile ILT Courses
PI Agile Whole Team
Fidelity Investments Contact Center Solutions
Systems Company Distributed Computing
Next Generation Contact Center NGCC
Daniel Webster College
New Hampshire Community Technical College
Job Titles Held:
Scrum Alliance CSPO, Certified Product Owner
Principle Software Engineer Developer
Senior Regional Technician
Bachelors of Science degree : Management and Information Technology Associates degree : Computer Engineering Technology
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