Experience

Encore Technology Group

• United States
• Information Technology & Services
• 1 - 100 Employee

• Project Coordinator

  • Aug 2022 - Present

  • Performs and coordinates administrative tasks, project preparation, communication and logistics of projects through completion * Gathers project requirements from parties both inside and outside * Ability to work independently and proactively. Excellent problem-solving skills • Handles projects pertaining to Classroom Solutions, Audio-Visual Systems, Security Cameras and Access Control, Copper and fiber cabling, and Data Center Services. • Maintains and monitors project schedules, work hours, change orders and budgets • Coordinates schedules across multiple lines of business to ensure delivery of work efforts occur on time and on budget • Escalating as needed when work efforts do not align with schedule & budget • Coordinates travel arrangements and expense reports • Performs administrative tasks and scheduling as related to Promethean panel Support tickets • Prepares necessary materials for meetings/Conference calls • Experience with ConnectWise project program • Exceptional verbal and written communication skills, good leadership and time management skills • Proficient in MS Office • Excellent Organizational skills and attention to detail • Strong Interpersonal skills Show less



Genesys

• United States
• Software Development
• 700 & Above Employee

• BA Consultant

  • Feb 2015 - Feb 2016

  Business Analyst - Genesys (Contract) Review, assess, and develop of business processes. Functioning in a liaison capacity, combines business-planning expertise to analyze and translate departments’ business requirements into system deployments and/or business process changes. Act as a change agent to help facilitate effective deployments/modifications to current practices. * Defines and documents customer business functions and processes. * Consults with functional unit management and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and requirements, and levels of systems access. * Acts as a liaison between departmental end-users, technical analysts, information technology analysts, consultants in the analysis, design, configuration, testing and maintenance of case management systems to ensure optimal operational performance. * Analyzes the feasibility of, and develops requirements for, new systems and enhancements to existing systems; ensures the system design fits the needs of the users. * Tracks and fully documents changes for functional and business specifications. Plans, organizes and conducts business process and re-engineering/improvement projects * Assists in developing an overall change management strategy * Participates in user acceptance testing and testing of new system functionality. * Provides work direction to one or more technical or clerical staff or acts as a team lead on designated projects or assignments. Show less



LPL Financial

• United States
• Financial Services
• 700 & Above Employee

• Software Developer

  • May 2013 - Jun 2014

  Aspect Software Developer ( Contract) * Manage Aspect CallCenters, including trunking, creating Call Control Tables, and all others areas of the CallCenter. * Troubleshooting all issues associated with the Callcenter/ Telco * Asssiting with implementation and cut over of the Avaya CallCenter * All documentation including Visio maps of Call Routing Aspect Software Developer ( Contract) * Manage Aspect CallCenters, including trunking, creating Call Control Tables, and all others areas of the CallCenter. * Troubleshooting all issues associated with the Callcenter/ Telco * Asssiting with implementation and cut over of the Avaya CallCenter * All documentation including Visio maps of Call Routing



Aspect Software

• United States
• Software Development
• 500 - 600 Employee

• Sr. Technical Support Engineer

  • Oct 1996 - Jan 2013

  Sr. Customer Support Engineer * Analyze, troubleshoot and resolve technical problems with Aspect software, hardware, and telco circuit issues reported by customers or employees. * Diagnose issues pertaining to databases, operating systems or network configurations (Informix, DOS, UNIX/INFORMIX, TCP/IP, NT/ORACLE and Windows 2003 and Windows 2008) * Enhance customer satisfaction by providing technical training and assistance. * Participate in quarterly, weekly and daily conference calls/meetings with Premier Account Customers. * Account Analyst for assigned accounts (Wells Fargo, Xerox, Comcast Cable, Medco, E*Trade Financial and Cablevision) * Prepare statistical reports for Premier Account Customers * Conduct onsite visits to train customers on current features of the Aspect CallCenter. * Assist Field Engineers in troubleshooting problems, upgrades, scheduled maintenance and daily health checks. * Recommend and analyze existing Premier Accounts ACD configurations including call routing * Dial-in support into customer’s SQL database to query and resolve reported problems. * Coordinate Emergency repairs, maintenance and escalations * Maintain and track cases utilizing Clarify. * Experience troubleshooting VOIP and carrier issues * Government Security Clearance * Remote employee for 14 years Show less