Seasoned IT professional with extensive experience in the contact center including inbound, outbound, and IVR applications. Experienced with both premise and cloud-based products. Combination of telephony, networking, server and software skills make troubleshooting and root-cause analysis expedient.
• Cicso CCNA • Red Hat RHCT • Aspect • ShoreTel • Oaisys • Checkpoint
• VoIP • SIP • MGCP • RTP • RFC2833 • TDM
• Windows • Linux • Vmware • HyperV • SQL Server • Wireshark • NetIQ Assessor
• IPV4 • IPV6 • DNS • DHCP • SMTP • SNMP • SSH
Provide advanced technical support on the Aspect Unified IP and Via Contact Center systems on issues including telephony, recording, reporting, database, call flow scripting, authentication, and system administration
Document cases in CRM system, add to knowledge base when issues are resolved, create RCA documents.
Troubleshoot issues by isolating the problem, gathering and reviewing logs,engaging additional support resources as needed
Perform scheduled maintenance tasks such as applying software updates and system restarts.
Supported the Shoretel IP PBX, Shoretel Enterprise Contact Center (ECC) and Oaisys Call Recording systems.
Worked trouble tickets to resolution by gathering data, researching documentation, and, if necessary, opening a case with the vendor.
Performed installations, configuration and upgrade of the products, including adding new locations, setting up call flows, and configuring reports
Worked with outside vendors as needed to resolve connectivity issues
Supported the Aspect suite of contact center products including Aspect Quality Management, Unified IP, Performance Management, and Workforce Management.
As the SME on the AQM call recording system, install, upgrade and provide tier II support
Worked trouble tickets on all products, providing RCA as required
Created and migrated IVR scripts using the UIP M3 IDE.
Supported Aspect Unified IP, Spectrum ACD, Aspect Quality Management and Aspect Voice Portal.
Performed first level and second level support, utilizing Amdocs CRM system, escalate software defects to tier III as needed.
SME on the TA/DCP and TMS linux based telephony server.
Provided on-site support of the Aspect Spectrum ACD Unified IP, and Unison products.
Provided front line customer support through regular visits, answering questions and resolving issues, handling upgrades, and performing periodic maintenance.
Installed, supported, and maintained data and voice network infrastructure including routers, switches, multiplexers, firewalls, PBXs and video conferencing equipment.
Product lines included Cisco, Checkpoint, Alcatel, Polycom, and Nortel.
Administered Red Hat linux servers for hosting services and monitored networks with Openview, Unicenter, and MRTG.
Bachelor of Science, Computer and Information Science, University of Florida