Michael A.
UCCE- Call Routing Analyst at Pacific Gas and Electric Company
- Role
- Call Routing Network Analyst at Pacific Gas and Electric Company
- Location
- Sacramento, CA, US
- LinkedIn followers
- 500 followers
About Michael A.
Experienced Network Analyst with a demonstrated history of working in the telecommunications industry. Skilled in Sales, Contact Centers, Management, Training, and Troubleshooting.
Experience
Call Routing Network Analyst
Pacific Gas and Electric Company
Aug 2015 — Present
Monitor call activity and alarms on a real-time basis to identify/resolve problems• Provide active support & administration of CVP (Customer Voice Portal) servers• Provide active support & administration of Speech Recognition IVR system• Performs acceptance testing of voice and routing technologies• Identifies operational impacts of call routing changes• Support effective implementation & administration of VXML applications within Cisco UCCE• Support effective implementation & administration of Cisco UCCE to external client• Performs WFM call routing on-line & operations manual documentation & reference forsystems-process-troubleshooting• Provide daily and On-call support of the CCECC (Contact Center Emergency Coordination Center) support throughout emergency events
Education
Keller Graduate School of Management of DeVry University
Master’s Degree, Project Management
2016 — 2019
Skyline College
Associate of Science (A.S.), Telecommunications- Network Engineering
2009 — 2012
Central Texas College
General
2005 — 2006
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