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Duluth, Georgia 30096
(770) 476-2945 ♦ email@example.com
Expert engineer in computer telephony integration and voice and data technology with 10
years of global technical training experience in contact center systems and applications.
Demonstrated proficiency in onsite implementation of client voice and data systems,
campaign management, data processing and desktop application design and usage.
Highly focused on conveying technical and operational information in a clear and concise
Presence Technology, Alpharetta GA 2014- 2015
Provided classroom and onsite training on contact center system administration, and
system configuration. Showed clients how to configure inbound and outbound
services on Avaya based ACD systems. Instructed clients on IVR scripting and Call
Recording applications. Trained call center agents on the use and operation of the
Presence Agent program. Instructed technical personnel on application development
using the Presence Scripting program. Also, conducted classes on Presence Agent
integration with client CRM applications. Used VMware and WebEx for remote
training session as well.
Provided Spanish to English translation of documents and presentations.
Contributed to course development using the Moodle 2.0 learning platform. Created
and updated Power Point presentations. Created operational documentation in Word
and PDF formats. Also used Captivate and Camtasia to create instructional videos
3minute video example:
Noble Systems, Atlanta GA 2010-2014
Implementation Engineer/Operations Trainer / Systems Support Analyst
Conducted classroom and onsite training for contact center system administration,
and agent operations. Also provided training on development of desktop applications
Installed and configured the contact center systems
Provided telephone support to clients using the Noble System call center solution.
ASPECT SOFTWARE, Duluth, GA 1998 – 2009
Technical Trainer / Systems Application Consultant
Conducted classroom training on contact center system administration, system
implementation and configuration, report writing and system support, impacting over
2000 administrative personnel, implementation engineers, support engineers, and
desktop application designers.
Provided training on telephony equipment and applications, automated call
distribution, and predictive dialers with digital signaling (T1/E1) to implementation
and telecom personnel.
Provided training in system implementation to coworkers and partners on various
software programs and applications, resulting in more efficient installation, operation,
Delivered onsite end user training for customers using systems for predictive dialing
Consulted with customers on system solutions and special features for call processing
and desktop application development to achieve stated objectives and productivity
Acted as subject matter expert to course developers to create and enhance course
curriculum and materials.
MELITA INTERNATIONAL, Norcross, GA 1990 – 1998
System Implementation Engineer
Implemented and configured AIX and Windows based Predictive Dialer Systems.
Installed and integrated agent level desktop applications for DDE and 3270 emulation
Performed upgrades and migrations on Melita International Dialer Systems
Georgia State University Atlanta GA, U.S. - General Studies
Control Data Institute - Completion of Computer Technology course
Interactive Learning Center– Completion of PC technology and database management
Programming: Linux/Unix/AIX, XML, Asterisks, PostgreSQL,MySQL,ISQL