Nexidia Engineer at American Express Travel Services (2021-05 – 2026-05)
- Day to day operations of Nexidia
- System maintenance
- End user education and issue resolution
- Tier 3 support Nexida
Nexidia Engineer at American Express Travel Services / Best People (2020-05 – 2021-05)
- Day to day operations of Nexidia
- System maintenance
- End user education and issue resolution
- Tier 3 support Nexida
Nexidia Engineer at American Express Travel Services / Cognizant (2020-03 – 2021-05)
- Day to day operations of Nexidia
- System maintenance
- End user education and issue resolution
- Tier 3 support Nexida
Nexidia Engineer at American Express (2020-03 – Present)
- Day to day operations of Nexidia
- System maintenance
- End user education and issue resolution
- Tier 3 support Nexida
NICE Engineer at Expedia / Lancesoft (2019-08 – 2020-03)
- Day to day operations of NICE Engage 6.12
- System maintenance
- End user education and issue resolution
NICE Engineer at Wells Fargo/APEX (2018-05 – 2019-06)
- Build out of lab for engage 6.7
- Integrate systems including call routing and WFM
- Finalize production site builds
- Quality Central (Nexidia) user and agent administration and education
- Migrate from NICE NIM 4.5 to Engage 6.1
- Migrate from NICE Perform 3.2 to Engage 6.1
Senior IT Architect at United Health Group/Optum Tech (2016-10 – 2018-05)
- Technical Lead
- Platform owner
- Implemented and built one of the largest NICE call recording 3 tier environments in the world designed to record 150,000 agents
- Design and re-engineer current projects both for call recording and VOIP and data
- Support, log review, vendor coordination in a NICE tier 3 capacity
- Nexidia (Previously Quality Central) design, implementation, migration and support
NICE Engineer at Sitel Corp (2015-03 – 2016-10)
- Build and support of a global NICE NIM 4.1
- Tier 3 support, log review vendor coordination
- Support Pre and post implementation of call recording
- WFM integration and support
- Scripting Windows PowerShell to assist with server info and prep for build
- Team lead
- Quality Central support and end-user education
- Migrate from NICE Perform 3.1 to NICE NIM 4.1
NICE Engineer at Washington D.C. Metro Transit Authority/22nd Staffing (2013-08 – 2015-03)
- System Architect and tier 3 support
- Day to day monitoring, operation and maintenance of NICE Perform, NICE NIM 4.1 system, NICE Inform and NRX implementation
- WFM
- NICE integration with Avaya, Motorola radio system, and Verint video
- Scripting in Windows PowerShell
NICE Engineer at JP Morgan Chase/Modis Inc. (2010-10 – 2013-08)
- Managed implementation of large scale NICE call recording systems in serving site environment as well as one off environments which records in excess of 70,000 agent/extensions and 11 million calls per month
- Worked with hardware and software vendors to design and certify sustainable call recording solutions
- Tuning and scripting of reports via back end database
Senior Network Engineer at Resource Management Systems Inc. (2006-05 – 2010-10)
Manage Enterprise SIP and H.323 VOIP design and deployments. Tier 3 Avaya and Cisco voice support. Plan, develop and implement of high availability multi-user voice routing and billing software solutions in cooperation with international partners using MySQL, PHP, and various GNU software and tools. Designed and implemented the replication scheme for MySQL design. Support of Cisco, Quintum, Excel, and open source software/hardware.
