Information Technology Professional Resume
|Desired Industry: Computer Software/Programming
|Desired Job Location: Cleveland, Ohio
||Date Posted: 8/13/2010
|Type of Position: Full-Time Permanent
||U.S. Work Authorization: Yes
|Job Level: Experienced with over 2 years experience
||Willing to Travel: Yes, Less Than 25%
|Highest Degree Attained:
||Willing to Relocate: Yes
My objective is obtained a position in Information Technology. My strengths are in computer systems and related technologies. My education includes Computer Information Systems and Electrical and Electronic Engineering.
Nice Systems – Cleveland, OH 2008 to Present
Provider of Interaction Systems from Advanced Analytics of unstructured multimedia content and transactional data
from Telephony, web, email, video, and other data sources.
Review quote specifications. Verify that the order matches what the customer ordered and wanted.
Verify customer site prerequisites are complete and site is ready for installation.
Responsible for managing customer relationship and expectations related to successful implementation of NICE
Systems software including:
Network integration, system documentation, and systems integration and configuration.
Configuration of servers, load necessary software. Document site configuration.
Interface with the customer's IT Groups.
Perform Systems 3.0, 3.1, 3.2, 3.5.
NICE certified on Perform III, Advanced Analytics.
Microsoft - Windows Server 2003, 2008; SQL2005, SQL 2008; .NET, C++.
Extensive Avaya Communications experience.
Sysinternals, Wireshark, VoIP, TDM, Analog Telecommunications.
Oxford and Associates – Beachwood, OH 2008 - 2008
Technology and Engineering consulting firm.
Provided consulting and support activities for Avaya Interaction Center at various client sites. Vendors; Avaya
Communication, Sun Solaris, Oracle DB.
Recommended new support model and QA process.
Developed support documentation library.
Progressive Insurance Company – Mayfield Village, OH 2003 - 2007
National insurance provider.
Business Analyst small to medium size projects.
Project Management for small to medium size projects.
Responsible for documentation design documentation.
Applications are built around: Microsoft Visual studio, ASP.Net, C#, using VSS or PVCS, Avaya and Cisco
proprietary language coding,.
Unit testing, QA system testing, and final production roll-out of Contact Center application.
SDM model used for application development. We were also using a modified version of Agile.
Power user of Microsoft Office, Visio, PowerPoint, Project. Lotus Notes.
Net Promoter Score.
National City Corporation – Cleveland, OH 1989 - 2003
Regional financial holding company.
Responsible for Engineering Solutions for large and medium sized telephony systems, telecommunications, video
conference systems and contact centers.
Design of the CRM applications in the contact center.
Business Analyst for all projects.
Project Management for all projects.
Provide training and documentation for contact center managers and end users.
Develop cost allocation with cost center mangers.
Develop engineering design documentation for all projects. These documents are used for training the support
group, reference and trouble shooting.
Provide training and documentation for the National City support group.
Place vendor orders and manage vendor relationships.
Research new and merging technology. Share this information with the business units and bring in house where it
is cost effective.
Provide Tier 4 support for systems within the telecommunications group and contact center foot print.
Microsoft Windows applications were being developed on Harvest.
Contact Center applications were vendor developed, QA tested and configured in the lab where possible. Some
testing and development was done on the live systems outside of working hours.
Power user of Microsoft Office, Visio, PowerPoint, Project.
Developed business continuity for National City Bank.
Extensive Engineering experience with Avaya Communications, ROLM.
Developed the call accounting system for National City Bank.
Operating Systems – UNIX, Linux, Windows.
Experienced: VoIP, SIP, TDM and Analog Telecommunications.
Education /Training/Awards & Recognition
Baldwin Wallace College. Berea, OH
Computer Information Systems, Computer Programming (in progress). Project Management.
Cuyahoga Community College. Cleveland, OH
AS in Electrical and Electronic Engineering
NICE Systems Perform III Rel 3.0, Basic Interactions and Standard QA, Advanced Products.
Awards and Recognition
National City Bank – Excel Award Local Winner, Local Winner for World Class Support Center Development Team,
Service Director Award, IS Values on the pot Award, The Champion Award, RAVE Award (2).
Harris Corporation – Outstanding Field Engineer Award (4).
Progressive IT Certified, Progressive Night School Training.
Microsoft Certified Training 2006-2007 Version 2.0-3.0 Visual Studio, ASP. Net, ADO, C#, SQL, Window
Application. Additional Training - FMEA, XML, SDM, Project Management, Avaya Communications Systems, Cisco
Systems, .NET, VMWare, UNIX (AT&T, Sun, SCO,Linux), MS Office, PowerPoint, Visio, Toastmasters.
Operating Systems: Microsoft Windows 2003, 2008, UNIX, Linux.
Networking: TCP/IP, DNS, SMNP and many others.
RDBMS: MSSQL-2003, 2008. Informix.
Computer Hardware: Electronic Design and Debugging.
Microsoft: Visual Studio, ASP.Net, ADO, Window Applications, SQL, Access,
VSS, Sysinternals,Visio, PowerPoint, Project.
Languages: C, C#, C++, COBOL, Assembler and many others.
Telecommunications: Avaya Communication Systems, CMS, Voice Mail. Cisco Systems. Nortel Systems.
Workforce management tools. VoIP, SIP, TDM, Analog E&M, Ground Start, Loop Start.
Other: Lotus Notes, Wireshark, PVCS, CRM integration and development.
o Successful installation of Perform 3.2 Systems with audio analysis. This was scheduled as a three week installation but I had the system operational in one week. The customer started training on the system the following Tuesday, saving the customer time and additional cost as the employees could train on site.
o Utilizing knowledge and background of the Avaya Communication Systems assisted the vendor with correct provisioning of the Avaya AES Cti server enabling integration with new Perform 3.1 software enabling customer to eliminate costly month-to-month contract with previous vendor.
o Proposed and implemented Documentation Library for large national insurance provider utilizing Microsoft SharePoint Server eliminating hundred of man hours for Call Routing Applications.
o Successfully led implementation of d $2,200,000 Avaya Communications System for regional bank.
o Established world-class Contact Center for Regional bank utilizing Avaya CRM, Microsoft SQL Server, and Microsoft Visual Basic and Avaya proprietary language.
o Developed customizations around packaged software utilizing ASP.NET, C# using VSS and integrating WEB Click to Talk, and Agent Locator via Toll Free Number.
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