Passionate, experienced, IT professional derives a great sense of personal satisfaction from a job well done and delivering results. I perform well under pressure, with a level head to maintain laser focus on desired results. Ability to adapt to changes in work priorities as needed. Good customer service skills with ability to motivate others.
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- Performed data analysis on 3rd party Open Computer Telephony Integration (Open CTI) solutions for Salesforce.com and provided recommendations that lead to the selection of Avaya Open CTI Integrator as enterprise solution.
- Played key role in Transamerica's participation in the Avaya Open CTI Beta 1st quarter 2015 and successful integration for TCM Marketing in April 2015 ($38K).
- Worked with TCM IT project team to successfully implement Agent One Desktop for the Annuity Call Center, September 2015.Â
- Managed small business unit initiatives to integrate multi-channel telecommunications solutions in TA Contact Centers ($25K - $50K).
- Managed telecommunication's project to upgrade Avaya Enablement Services (AES) to latest software release on virtual machine (VM) and migrate Call Center CTI applications to new platform.Â
- As Level 3 engineer, have lead several projects 2011 - 2016 to upgrade hardware and software applications within the telephony infrastructure ($5K - $325K).
- Provide Level 3 support for telecommunications technical issues and provide guidance to L2 NTC staff with daily tasks.
- As workload allows, create project plans for internal team (AGT Telephony) initiatives and projects from execution phase to project end. In coordination with designated project lead, will provide weekly updates to include status on outstanding tasks and issues.
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- Responsible for the design, configuration and maintenance of telecom systems equipment and software.
- Held multiple positions in Corporate Finance Washington, DC and Billing
Center in Cedar Rapids, IA: Lead Analyst, Special Billing Systems Analyst,
Billing Systems Analyst.
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Professional Training Â
- LOMA level 1
- Business Analysis (IIBA approved online courses)
- AGT Agile Scrum Immersion
- TIA Convergence Technologies Professional
- ACSD - Avaya Certified Design Specialist, Contact Center Â
- ACIS - Avaya Certified Implementation Specialist, Contact Center
Presenter 2016 International Avaya Users Group Annual Conference Orlando, FL
Technical Session 809T: AES Open CTI Connector & Salesforce: Transamerica's Journey to Consolidated Desktop
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Resume Overview
School Attended
- Kirkwood Community College
Job Titles Held:
- Senior Telecommunications Engineer
- Senior Telephony Systems Administrator
- Lead Analyst
Degrees
- Project Management Certificate
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