Experience

Calabrio, Inc.

• United States
• Software Development
• 400 - 500 Employee

• Senior Implementation Engineer

  • Apr 2017 - Present

  • liased with customers to gather business intelligence requirements • turned requirements into stories and tasks for development of custom ETL and reports • developed custom ETL, reports and dashboards • Original developer of customer Nortel CCM reports that resulted in Nortel Developer partner status for Symmetrics • contributed to Calabrio product development by developing a standard suite of data adapters

• Senior Implementation Engineer

  • Apr 2017 - Present



Symmetrics

• Vancouver, Canada Area

• Senior BI Consultant

  • Jun 2002 - Apr 2017

  • Original developer of a data integration system for Nortel CCM that resulted in Nortel Select Partner status for Symmetrics • Original developer of customer Nortel CCM reports that resulted in Nortel Developer partner status for Symmetrics • Developed custom data integration systems to integrate data from call center products such as Nortel Call Center Manager, IEX Total View (WFM), Telstrat (Agent Scoring, Call Recording), Engage, Call Pilot, OTM, Heat, IVR systems, and other in house… Show more • Original developer of a data integration system for Nortel CCM that resulted in Nortel Select Partner status for Symmetrics • Original developer of customer Nortel CCM reports that resulted in Nortel Developer partner status for Symmetrics • Developed custom data integration systems to integrate data from call center products such as Nortel Call Center Manager, IEX Total View (WFM), Telstrat (Agent Scoring, Call Recording), Engage, Call Pilot, OTM, Heat, IVR systems, and other in house custom applications. These Contact Centers (N. America, Europe, Asia) have ranged in size from 4 agents to hundreds of agents, • Implemented Business Objects Enterprise systems on site and remotely for small organizations and Fortune 500 companies around the globe. • Technical sales—assist sales team by establishing proof of concept and helping to define statement of work • Custom report design (using various products such as SSRS, Crystal Reports, Pentaho Reporting), primarily for contact center system data • Deliver web based training on Pentaho Reporting, Business Objects Enterprise and Crystal Reports for end users • Knowledge transfer to database administrators after implementation of contact center data integration systems. • Provide support for data integration systems, Business Objects Enterprise, and Crystal Reports and Pentaho Reports Show less • Original developer of a data integration system for Nortel CCM that resulted in Nortel Select Partner status for Symmetrics • Original developer of customer Nortel CCM reports that resulted in Nortel Developer partner status for Symmetrics • Developed custom data integration systems to integrate data from call center products such as Nortel Call Center Manager, IEX Total View (WFM), Telstrat (Agent Scoring, Call Recording), Engage, Call Pilot, OTM, Heat, IVR systems, and other in house… Show more • Original developer of a data integration system for Nortel CCM that resulted in Nortel Select Partner status for Symmetrics • Original developer of customer Nortel CCM reports that resulted in Nortel Developer partner status for Symmetrics • Developed custom data integration systems to integrate data from call center products such as Nortel Call Center Manager, IEX Total View (WFM), Telstrat (Agent Scoring, Call Recording), Engage, Call Pilot, OTM, Heat, IVR systems, and other in house custom applications. These Contact Centers (N. America, Europe, Asia) have ranged in size from 4 agents to hundreds of agents, • Implemented Business Objects Enterprise systems on site and remotely for small organizations and Fortune 500 companies around the globe. • Technical sales—assist sales team by establishing proof of concept and helping to define statement of work • Custom report design (using various products such as SSRS, Crystal Reports, Pentaho Reporting), primarily for contact center system data • Deliver web based training on Pentaho Reporting, Business Objects Enterprise and Crystal Reports for end users • Knowledge transfer to database administrators after implementation of contact center data integration systems. • Provide support for data integration systems, Business Objects Enterprise, and Crystal Reports and Pentaho Reports Show less



Crystal Decisions

• Canada
• Software Development
• 1 - 100 Employee

• Tech Support Resource

  • Sep 1999 - Sep 2001

  • Promoted to Technical Resource for Crystal’s enterprise products (Seagate Info, Crystal Enterprise) after only 4 months supporting those products. The resource is the primary source of information for technical product specialists. • Handled issues escalated within technical support, working with customers over the phone and while remotely connected to systems. • Liaised with QA’s Emergency Response team to help decrease open escalation time significantly and deliver high priority fixes… Show more • Promoted to Technical Resource for Crystal’s enterprise products (Seagate Info, Crystal Enterprise) after only 4 months supporting those products. The resource is the primary source of information for technical product specialists. • Handled issues escalated within technical support, working with customers over the phone and while remotely connected to systems. • Liaised with QA’s Emergency Response team to help decrease open escalation time significantly and deliver high priority fixes to customers to get systems up and running • Worked with core QA to get fixes done on time for future products. • Screened R&D escalations for technical accuracy, clarity, business case and possible workarounds for the customer to ensure a smooth transition to the R&D team. • Performed extensive testing, setting up and configuring test beds, restoring database backups, and organizing support representatives for load testing where necessary to best emulate customer environments. Show less • Promoted to Technical Resource for Crystal’s enterprise products (Seagate Info, Crystal Enterprise) after only 4 months supporting those products. The resource is the primary source of information for technical product specialists. • Handled issues escalated within technical support, working with customers over the phone and while remotely connected to systems. • Liaised with QA’s Emergency Response team to help decrease open escalation time significantly and deliver high priority fixes… Show more • Promoted to Technical Resource for Crystal’s enterprise products (Seagate Info, Crystal Enterprise) after only 4 months supporting those products. The resource is the primary source of information for technical product specialists. • Handled issues escalated within technical support, working with customers over the phone and while remotely connected to systems. • Liaised with QA’s Emergency Response team to help decrease open escalation time significantly and deliver high priority fixes to customers to get systems up and running • Worked with core QA to get fixes done on time for future products. • Screened R&D escalations for technical accuracy, clarity, business case and possible workarounds for the customer to ensure a smooth transition to the R&D team. • Performed extensive testing, setting up and configuring test beds, restoring database backups, and organizing support representatives for load testing where necessary to best emulate customer environments. Show less