Experience

Idaho Information Technology Services

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Southwest Regional Onsite Team Leader - Analyst III

  • Oct 2022 - Present

• System Analyst

  • Jun 2020 - Jan 2023


Idaho Department of Environmental Quality
• United States
• Environmental Services
• 100 - 200 Employee
• Operations Analyst/Procurement

  • Dec 2017 - Jun 2020


Connexions Fulfillment Services

• Sr Technical Analyst

  • Jan 2002 - Feb 2016

   Avaya s8800, s8730, and s8720 configuration and administration for call centers in Boise, St. Louis, and Minneapolis with 700 ACD agents.  Designed and implemented an automated VRU solution to automatically recap customer travel itineraries, reducing agent handle time and costly defects by ensuring all required verbiage was delivered to the caller, in addition to catching any inaccuracies before the itinerary was sent for ticketing  Implemented CTI Screen Population functionality to further reduce agent handle time by delivering customer account information in tandem with the call.  Developed VRU flows to provide customer self-service by returning point balance and program information and guidelines.  Implementation of Voice Over IP, Best Services Routing, Expert Agent Selection, and IP Agent soft phone technologies  Administration of Avaya CMS call reporting system versions 11 and 14  VeraSMART eCAS Call Accounting Solutions administration  Administration of Avaya Interaction Center Version 6.0 and 7.1 used for CTI screen population  Intuity Audix and Avaya Modular Messaging voicemail server Configuration and Administration  Nortel Periphonics IVR Configuration and Administration including Peripro application development  Nuance, Fluency, and Voice Runner VRU design  Windows Server 2003 and 2008 administration.  Responsible for trunk utilization monitoring, circuit provisioning, ordering, and installation  Project manager for call center wide cabling standardization implementation and work from home solution  Familiarity with Cisco Intelligent Contact Management architecture. Show less



HostPro

• Philippines
• Real Estate

• Sr. NOC Operator

  • Apr 2000 - Jul 2001

   Cisco Router configuration  Designed and Administered network operations center Website  Windows 2000 Server Administration  Software maintenance on Unix and Linux servers  Created and Maintained policies and procedures for the NOC  Responsible for monitoring time critical internal and external backbone, Frame Relay, ATM, and VPN circuits and resolving issues as they arose  Cisco Router configuration  Designed and Administered network operations center Website  Windows 2000 Server Administration  Software maintenance on Unix and Linux servers  Created and Maintained policies and procedures for the NOC  Responsible for monitoring time critical internal and external backbone, Frame Relay, ATM, and VPN circuits and resolving issues as they arose



Computer Pipeline

• United States
• IT Services and IT Consulting

• Network Consultant

  • Mar 1998 - Apr 2000

   Managed a staff of 4 technicians  Handled orders for various corporations including installation and customer support of workstations, mail and web servers, and network infrastructures  Performed network design and implementation  Managed a staff of 4 technicians  Handled orders for various corporations including installation and customer support of workstations, mail and web servers, and network infrastructures  Performed network design and implementation