Senior Voice Engineering and Operations - 20 years experience - Desert Hot Springs

As an experienced Senior Voice Engineer with 20+ years of progressive experience in telecommunications for leading corporations on a national and global scope. With subject matter expertise in call center technologies including NICE call recording systems and various customer interaction management systems, I offer a competitive edge and unique value. For instance, as the Senior Network/Voice Engineer of AIG (American International Group) Global Services, I implemented state-of-the-art NICE call recording technologies. This boosted call center operational efficiency and productivity and strengthened employee engagement. I also took initiative and assumed leadership as the project manager for the execution of all call center improvements involving hardware and software upgrades, migrations, and relocations. For instance, I directed the implementation of a global workforce optimization program entitled, Aspect eWorkforce Management System, which fortified the competitive edge of our contact center solutions. Throughout my long tenure at AIG Global Services, I practiced expert vendor management skills and have thus maintained a strong and loyal vendor following. Throughout the years, I have successfully negotiated voice vendors and retained maintenance contracts for telephone requirements. My technical aptitude is also superior, as I successfully managed MAC database administration for Avaya CM 5.2 and Avaya (Nortel) CS1000 PBX systems and affiliated applications including Avaya Modular Messaging, Call Pilot Voice Mail Systems, Avaya CMS, NICE Call Recording Systems, and VX Tracker Call Accounting with AIG Global Services. Confident I will make value-added contributions to your enterprise, improve efficiencies, eliminate downtime, and improve the quality of your telecom systems, I welcome a meeting to discuss company goals. Until then, thank you for your time and consideration.

Account Executive

Desert Hot Springs, CA