Craig C. Bailey

About Craig C. Bailey

Experienced IT professional with a verifiable record of performance improvement in the…

Experience

1. Customer Quality Specialist

   Montefiore Einstein Technology

   Mar 2023 — Present

   Building and configuring basic logic for workflows/intents in Doppio (Espressive)- Perform multiple steps to go from an idea to an implemented workflow/intent- Analyze requests for ‘Ask Monte’- Strategize on how best to implement the ask- Build and configure the workflows/intents- Incorporate PCAT (catalog) numbers for Service Manager auto-routing (smart routing) when possible. • Testing the workflows/intents in Doppio - Test and validate workflows/intents to ensure that they are operating/flowing as designed- After testing and validation are completed, the workflow/intent is moved from development to production. • Administer the Admin Console in Caffeine (Espressive)- Manage user profiles and check access as required. • Contacting Support - Work with Espressive counterparts for knowledge transfer- Open Espressive (vendor) tickets as any issues arise. • Review Metrics - Review the customer’s interactions daily for effectiveness- Ensure that the customer’s interaction was routed to the correct workflow/intent- Investigate when the customer’s interaction does not map to the correct intent. If there was incorrect or improper matching, an investigation is done to see if new content needs to be built or if the content already exists, archetype conditions will be added to the workflow/intent. • When tickets are generated by Ask Monte and sent to the Service Desk queue, the ticket is reviewed, and the customer is contacted for intent clarification and work to resolve the customer’s issue or escalate the ticket accordingly. • Add Knowledge Articles - When building and configuring workflows/intents, knowledge articles are directly added to Doppio for the workflow/intent or mapped to Sharepoint. • Work with the product teams to ensure that the knowledge articles are current and correct. • Create Documentation - Documenting Espressive processes for team integration.

Education

• City University of New York-College of Staten Island

  Bachelor of Science (BSc), Electrical Engineering

  2004 — 2009

• York Castle High School Jamaica W.I.

  Diploma, Engineering

  1997 — 2002

Skills

• Citrix
• Troubleshooting
• Routing
• Active Directory
• C
• Laptops
• Teamviewer
• Tcp/Ip
• Cisco Technologies
• Lan-Wan
• Customer Service
• Operating Systems
• Visio
• Software Installation
• Networking
• Switches
• Microsoft Office
• Windows
• Virtualization
• Printers
• Ethernet
• Windows 8
• Windows 10
• Dameware
• Network Security
• Windows Xp
• Technical Support
• Computer Hardware
• Printer Support
• Remote Desktop Protocol (Rdp)
• Bomgar
• Hardware
• Windows 7
• System Administration
• Testing
• System Center Configuration Manager (Sccm)
• C++
• Sccm
• Internet Protocol Suite (Tcp/Ip)