Skills:
ACD platforms: Aspect, Nortel, Avaya, CISCO IPCC, Siemens;<br/>CRM/Service Desk Applications: Magic, CA Service Desk, Siebel, Tivoli, Vantive, Epiphany, Magic TSD, HEAT<br/>Database/Reporting Tools: Microsoft SQL, Oracle, Sybase. Btrieve, Crystal Reports<br/>Call Center Management and Technology: Aspect Uniphi Connect, Aspect Winset, UIP Dialer, Symon Display Boards, NICE Quality Management, Conversations Dialer, Enhanced Call Routing (ECR)<br/>CTI experience primarily between the Spectrum platform and various CRM applications<br/>Software development using C++, Microsoft .net Framework, Pascal, FORTRAN<br/>IVR and Autoattendant implementation and script development;<br/>Operating Systems: Microsoft Vista, XP, 2000, Windows, Server 2000/2003, Novell Netware 2.x, 3.x,4.x,5.x, limited Unix experience (Solaris, IBM, HP)<br/>LAN/WAN: Ethernet (G, Fast, 10base T), frame relay, Arcnet, Token Ring, routers (CISCO and Bay Networks), data switches and hubs; NOC Tools include the entire CA Suite and HP Openview, 20 years of experience designing, implementing and troubleshooting TCP/IP networks and VoIP; IPX/SPX<br/>Project Management portals including Clarify, Viper, PMrX, Sharepoint, and CA Portal<br/>Virtual Server using VMWare and thin client application delivery using CITRIX<br/>The primary tool used for managing tasks and projects has been MS Project, including the implementation and use of Project Server to manage multiple projects simultaneously