Chris Dunne

Genesys Engineer / Project Manager at Undisclosed
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Contact Information
us****@****om
(386) 825-5501
Location
Spring, Texas, United States, US

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Credentials

  • Agile at Work: Planning with Agile User Stories
    LinkedIn
    Feb, 2021
    - Nov, 2024
  • Subnetting in Your Head
    LinkedIn
    May, 2020
    - Nov, 2024
  • Building Tools with Python
    LinkedIn
    Apr, 2020
    - Nov, 2024
  • Excel: Creating a Basic Dashboard
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • Lean Six Sigma Foundations
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • Learning Cloud Computing: Core Concepts
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • Learning VMware vSphere 6.5
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • Office 365 for Administrators: Supporting Users Part 1
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • Scrum: The Basics
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • ServiceNow: Basic Administration
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • Genesys Engineer
    Genesys
  • Siemens Hipath 4000
    Unify
  • Siemens ProCenter
    Unify
  • Siemens Xpression
    Unify

Experience

  • Undisclosed
    • Financial Services
    • 700 & Above Employee
    • Genesys Engineer / Project Manager
      • Jan 2021 - Present

  • Alight Solutions
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Sr. Telecom Engineer
      • Jun 2017 - Jan 2020

      Resolved known issues with Customer Service Contact Center Application resulting in improvements and proactively staging product to a more stable experience. Prevented Verint data loss, thus avoiding SLA contractual financial penalties for loss of data. Improved Cisco deliverable by refreshing logistical components. Replaced all TDM legacy products and solutions with new Voip solution. Improved customer experience in contact center. Resolved known issues with Customer Service Contact Center Application resulting in improvements and proactively staging product to a more stable experience. Prevented Verint data loss, thus avoiding SLA contractual financial penalties for loss of data. Improved Cisco deliverable by refreshing logistical components. Replaced all TDM legacy products and solutions with new Voip solution. Improved customer experience in contact center.

  • Aon
    • United Kingdom
    • Financial Services
    • 700 & Above Employee
    • Sr Telecom Engineer
      • Jun 2012 - Jun 2017

  • Houston Chronicle
    • United States
    • Newspaper Publishing
    • 700 & Above Employee
    • Sr. Telecom Engineer
      • Oct 1987 - Jun 2012

      Consolidated distributed dialplan into a single 13000 number contiguous dialplan decreasing operational budget month over month and year over year. Consolidated technologies decreasing capital and operational budgets. Replaced all telephony systems, while increasing capacity and stability and lowering cost. Model accepted by parent company and expanded to other subsidiaries. Designed and implemented monitoring and reporting dashboards for contact center operations. Designed and implemented baseline and ongoing analytics for contact center. Managed vendor relationships, provided forecasting, capacity and budget requirements to increase functionality, features and stability while shrinking the total cost of ownership. Authored Disaster Planning for Multi-site, Multi-vendor, highly complex solution including 3 tiers of recovery. Improved Contact center experience, service and support. Designed and implemented Inbound/Outbound skills based Contact Center with seamless transition between delivered inbound or outbound contacts from any property, in any language to the correct party without representative performing any task. Co-authored HR Performance Management and performance review process for company. Show less

  • US Navy
    • United States
    • Armed Forces
    • 700 & Above Employee
    • Interior Communications E5, USS California CGN 36
      • Aug 1983 - Aug 1987

      Leadership role in division EE05 supervising 10 subordinates. Improved Helicopter flight quarters safety operation Replaced Western Digital Dialmaster phone system with AT&T Dimension 2000 on-board USS California CGN 36. Increased training capability and effectiveness in division EE05. Successful member of Navy PRP (Nuclear Weapons Personnel Reliability Program) Secured and maintained secret security clearance Leadership role in division EE05 supervising 10 subordinates. Improved Helicopter flight quarters safety operation Replaced Western Digital Dialmaster phone system with AT&T Dimension 2000 on-board USS California CGN 36. Increased training capability and effectiveness in division EE05. Successful member of Navy PRP (Nuclear Weapons Personnel Reliability Program) Secured and maintained secret security clearance

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