SYSTEM ARCHITECT
AAA CLUB ALLIANCE
Keywords
Skills
WebEx, NIM, PCI compliance, Analytics, application design, test data, debugging, NICE, Avaya, Cisco, Genesys, data stream, G+ adapters, Interfaces, Cisco Active, VoIP, Mitel, SQL
Project history
04/2018
-
12/2018
Served as Systems Architect in designing the replacement of NIM 4.1 system moving to NICE Engage
6.10. Including RTI (for PCI compliance), Tagging, Feedback, Playback Portal, and Nexidia Analytics
integration. Performed cleanup effort to identify over one thousand named licenses that were no
longer needed, this represented not only an immediate savings on this licensing but also eliminated
the need for funding two future projects that were to alleviate the over licensing problem. The
order of magnitude estimated savings were in excess of $1 Million. Served as SME (Subject Matter
Expert) in ushering the project to completion. Performed system audit to identify areas for
potential improvement. Developed documentation and processes to accomplish these improvements.
Including consulting with and training IT staff as well as business users on best practices. Worked
with QA team to implement a strategy for development and rollout of changes to minimize impacts to
other systems. Primary Technologies: Avaya, NICE Engage, RTI, Nexidia.
6.10. Including RTI (for PCI compliance), Tagging, Feedback, Playback Portal, and Nexidia Analytics
integration. Performed cleanup effort to identify over one thousand named licenses that were no
longer needed, this represented not only an immediate savings on this licensing but also eliminated
the need for funding two future projects that were to alleviate the over licensing problem. The
order of magnitude estimated savings were in excess of $1 Million. Served as SME (Subject Matter
Expert) in ushering the project to completion. Performed system audit to identify areas for
potential improvement. Developed documentation and processes to accomplish these improvements.
Including consulting with and training IT staff as well as business users on best practices. Worked
with QA team to implement a strategy for development and rollout of changes to minimize impacts to
other systems. Primary Technologies: Avaya, NICE Engage, RTI, Nexidia.
10/2014
-
04/2018
APPLICATION SYSTEMS ENGINEER
WELLS FARGO
Acted as a lead in providing application design guidance and consultation, utilizing a thorough
understanding of applicable technology, tools and existing designs. Analyzed highly complex business
requirements, designed and wrote technical specifications to design or redesign complex computer
platforms and applications. Acted as an expert technical resource for modeling, simulation and
analysis efforts. Verified program logic by overseeing the preparation of test data, testing and
debugging of programs. Developed new documentation, departmental technical procedures and user
guides. Led projects, allocated and managed resources and managed the work of less experienced
staff. Assured quality, security and compliance requirements were met for supported area and oversaw
creation of or updates to and testing of the business continuation plan.
Managed implementation of large-scale NICE call recording systems in multi-site environment as well
as one off environments which records 1 million calls per day.
Managed deployment of Nexidia Interaction Analytics (NIA) platform to support all call recording
systems.
Advanced troubleshooting of Nice Perform and Engage application within dozens of customer
environments. Managed overall support and implementation of NICE Perform 3.x, NICE Interaction
Management (NIM 4.1) and Engage (6.x). Performed NICE system upgrades, Update patches, and hotfixes.
Worked directly with NICE, Avaya, Cisco, and various other vendors as well as in-house team in
resolving issues and outages. Worked with Genesys Call routing (T-Servers) on Key Value Pairs (KVPs)
to capture business data. Was part of the team to determine how best to mask PII data in Genesys
data stream. Coordinated with fraud team using G+ adapters to pull data for fraud prevention
analysis.
understanding of applicable technology, tools and existing designs. Analyzed highly complex business
requirements, designed and wrote technical specifications to design or redesign complex computer
platforms and applications. Acted as an expert technical resource for modeling, simulation and
analysis efforts. Verified program logic by overseeing the preparation of test data, testing and
debugging of programs. Developed new documentation, departmental technical procedures and user
guides. Led projects, allocated and managed resources and managed the work of less experienced
staff. Assured quality, security and compliance requirements were met for supported area and oversaw
creation of or updates to and testing of the business continuation plan.
Managed implementation of large-scale NICE call recording systems in multi-site environment as well
as one off environments which records 1 million calls per day.
Managed deployment of Nexidia Interaction Analytics (NIA) platform to support all call recording
systems.
Advanced troubleshooting of Nice Perform and Engage application within dozens of customer
environments. Managed overall support and implementation of NICE Perform 3.x, NICE Interaction
Management (NIM 4.1) and Engage (6.x). Performed NICE system upgrades, Update patches, and hotfixes.
Worked directly with NICE, Avaya, Cisco, and various other vendors as well as in-house team in
resolving issues and outages. Worked with Genesys Call routing (T-Servers) on Key Value Pairs (KVPs)
to capture business data. Was part of the team to determine how best to mask PII data in Genesys
data stream. Coordinated with fraud team using G+ adapters to pull data for fraud prevention
analysis.
10/2007
-
09/2014
TECHNICAL SERVICES MANAGER
WILMAC
management, contract negotiation, infrastructure design and build, network and telephony build out
and management. Manage a team of Field Service Engineers through four geographically diverse
locations that implements and supports various Call recording platforms. Create coaching/training
packages for direct reports delivered through monthly Individual Development Plan meetings.
Provide support to Sales Engineering. Work with customers to analyze any needs and implement
solutions to satisfy their needs. Maintain lab that includes hardware, software and virtual
environment. Act as single point of contact for all Manufacture R&D escalations. Manage projects for
new implementation and upgrades. Managing the implementation of NICE Interaction Management release
4.1within 5 large scale environments.
Field Service Engineer - Install, service and support contact center solutions for hundreds of
customers primarily in the North East and Canada. NICE Perform 3.5 migration to NICE Interaction
Management 4.1. NICE 8.9 migration to NICE Interaction Management 4.1. Advanced troubleshooting of
Nice Perform application within dozens of customer environments. Managing overall support and
implementation of NICE Perform 3.x, 4.1. Manage implementation of large scale NICE call recording
systems in multisite environment as well as one off environments which records more than 1million
calls per month. Perform NICE system upgrades, Update patches, and hotfixes. Work directly with
NICE, Avaya, Cisco, and various other vendors as well as in-house team in resolving issues and
outages. Granted exclusive access to NICE Fast Track and Installation Help Desk as a Business
Partner (pilot program). Perform configuration, administration, and management of users in the NICE
system and CTI Interfaces include CVLAN and DMCC/TSAPI integrations, Cisco Active VoIP, Siemens,
Mitel, IPC, BT, and many others. Document and maintain NICE system specifications (Site
Documentation) across all sites.
and management. Manage a team of Field Service Engineers through four geographically diverse
locations that implements and supports various Call recording platforms. Create coaching/training
packages for direct reports delivered through monthly Individual Development Plan meetings.
Provide support to Sales Engineering. Work with customers to analyze any needs and implement
solutions to satisfy their needs. Maintain lab that includes hardware, software and virtual
environment. Act as single point of contact for all Manufacture R&D escalations. Manage projects for
new implementation and upgrades. Managing the implementation of NICE Interaction Management release
4.1within 5 large scale environments.
Field Service Engineer - Install, service and support contact center solutions for hundreds of
customers primarily in the North East and Canada. NICE Perform 3.5 migration to NICE Interaction
Management 4.1. NICE 8.9 migration to NICE Interaction Management 4.1. Advanced troubleshooting of
Nice Perform application within dozens of customer environments. Managing overall support and
implementation of NICE Perform 3.x, 4.1. Manage implementation of large scale NICE call recording
systems in multisite environment as well as one off environments which records more than 1million
calls per month. Perform NICE system upgrades, Update patches, and hotfixes. Work directly with
NICE, Avaya, Cisco, and various other vendors as well as in-house team in resolving issues and
outages. Granted exclusive access to NICE Fast Track and Installation Help Desk as a Business
Partner (pilot program). Perform configuration, administration, and management of users in the NICE
system and CTI Interfaces include CVLAN and DMCC/TSAPI integrations, Cisco Active VoIP, Siemens,
Mitel, IPC, BT, and many others. Document and maintain NICE system specifications (Site
Documentation) across all sites.
Local Availability
Only available in these countries:
USA
