Case Western Reserve University

Voice Network Enginner at State Auto Insurance

Support Liberty Mutual contact center environment.
* Implement and maintain contact flow using TypeScript
* Provide root cause analysis on outages
 *Work with product owner to prioritize backlog for business units
*Experience with DyanamoDB, S3 and Cloudwatch
*Work with Amazon Connect

Liberty Mutual Insurance

Software Engineer

System Support Engineer	State Auto Insurance						        			            •    Managed team responsible for Cisco UCCE contact center with over 500 agents	                                                        
•	Work with business units to define requirements and design new call flows
•	Provide QA testing and Root cause analysis      	
•	Create call types, agents, teams and skills in Cisco ICM
•	Create and modify scripts in ICM and upload recordings to CVP
•	Responsible for eGain Exony call reporting and analytics software
•	Responsible for administering Verint Impact 360 including: Call Recording,QM and WFM
•	Responsible for resolving contact center issues/outages
•	Responsible for researching and recommending new technologies for contact center environment
•	Meet monthly with Customer Service group to review/discuss issue or problems.
•	Provide 2nd level support for  Cisco CM and Cisco Unity 
•	Meet with support vendors on a quarterly basis to review support/maintenance issues

State Auto Insurance

Team Lead

Responsible for managing multiple PBXs and voicemail systems in the corporate       
	       headquarters and 35 regional branch offices for 2,600 employees                                                  	
•	Managed projects with multiple vendors setting up or relocating voice/data communications
equipment in new offices
•	Responsible for coordinating voice network planning for  DR/Business Continuity
•	Installed Verizon hosted VoIP solutions in multiple offices.  
•	Maintained ISI Infotel call accounting application and worked with business units to provide call detail reports
•	Served as key contributor on project to replace aging PBXs and key systems with enterprise VoIP system
•	Provided training to Help Desk on first level voice support tickets
•	Work with business units to provide routing solutions for handling internal/external calls  
•	Responsible for documentation of procedures and  processes
•	Responsible for working with Carriers in assigning and routing new 800 service
•	Managed Audiolog call recording system

Telecommunications Engineer

•	Responsible for installing, terminating testing, troubleshooting, documenting                2002        
         and maintaining CAT5E /CAT6 cabling per EIA/TIA standards.                                                                                                                                     
•	Responsible for patching, cross connections and building rack/cabinets
•	Responsible for coordinating MACS throughout company offices
•	Installed voice/data network equipment in branch/claims offices
•	Coordinated turn up and test of new circuits with Telcos

Stan Harris