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Traffic Analyst at FDR
First Exposure of Erlang. Learned Erlang C - Conducted routine traffic analytics and staff planning for the Fraud Voice Operations Group Call Center at First Data Resource. One the largest credit card processors in the country. -
Traffic Analyst at Inacom
Extended my knowledge and experience in Erlang C Traffic Analysis to measure, forecast and plan Call Center Operations for Inacom Help Central. Improved service levels dramatically by making immediate changes to the operation. Enhanced my knowledge of Erlang C into Erlang B to properly size telephony circuits for call volume. -
Telecommunications Analyst at Inacom
Began to learn basic telecommunications functions and technologies including distribution frame cross-connects, cabling, related standards, pin-outs and more. Begin performing system administration functions on ATT Definity G3r, ATT Conversant Servers, ATT Call Management System. Began familiarization of Databases including writing custom reports and creating custom database calculations. Began studying IVR and CTI technologies. -
Telecommunication Engineer at Ameritrade
Responsible for Administration of Lucent Definity G3r with approximately 600 digitial endpoints, including administration of Lucent Intuity Audix, Lucent Call Management System, vectoring/call flow/call queueing design. Performed Traffic Analytics and Capacity Engineering. Supported the industries first automated voice interactive stock trading platform. Established initial connectivity and interface to Dialogic Interactive Voice Responce Servers and CT Connect Computer Telephony Integration -
Voice Network Engineer at Ameritrade
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Sr. Voice Network Engineer - Ameritrade
Along with administration & traffic analytic responsibilities was instrumental in development of CISCO ICM infrastructure, call scripting & routine support. Deployment of Intervoice IVR infrastructure with CTI interface. Instrumental in improving capacity by converting IVR connectivity from T1 to E1 to gain additional channels with out further hardware investment. Instrumental of new 1K seat call center build. Developed web based real-time reporting server. Deployed AMTDs first VoIP. -
Manager, Voice Network Services at First National Bank Nebraska
Managed the voice network team responsible for Avaya VoIP, CISCO VoIP, NEC, Nortel, Aspect ACD, Carrier Billing/Relationship.
Developed method to draw down of Aspect ACD leveraging UUI, ECHI
Deployed a Help Desk solution that used ACTIVE-X as a CTI method. -
Sr. Voice Network Engineer at West Corporation
