Summary
Overview
Work History
Skills
Timeline
Additional Information
Generic

Anthony Hudecz

Systems Engineer
Macomb,MI

Summary

Experienced and knowledgeable Systems Engineer with a focus in the areas of design, construction, testing, and implementation of specialized infrastructure systems. Proven track record of great customer service and adaptability to clients. Consistently adapting to new technologies and vendor solutions to help reduce costs and increase the business performance for the organization.

Overview

37
37
years of professional experience
6
6
years of post-secondary education
2
2
Certifications

Work History

Senior Technical System Integrator

Avaya Professional Services
Morristown, NJ
01.2020 - 05.2023
  • Delivered superior communications experiences, utilizing portfolio of contact center and unified communications software and services, with integration and migration of WFO applications suite, audio and media recording offered on premise, private and public cloud or hybrid models
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Interfaced directly with clients and partners, as well as other internal project team associates
  • Provided exceptional consultative skills to identify and provide in-depth analysis of customer's business requirements and provide technical recommendations to meet customer's needs
  • Integrated CCaaS applications portfolio which improved Business Process; WFO, QM, Analytics, Customer
  • Improved efficiencies by 30% in First Call Resolution (FCR)Feedback.
  • Improved Data Center Redundancy and Customer Audits by 20% .
  • Reduced amount of support tickets by 20% due to proper evaluation and detailed diagnostics of complex technical issues.
  • Integrated various audio recording modes; CM and SBC Call flows, SIPREC, SIPTrunk, Multi-Reg, SSC, SO and screen captures.
  • Integrated Custom Data; Application CTI/APIs with Attribute tagging of call data.
  • Authenticated various types of Windows Active Directory, SLDAP, SAML.
  • Properly identified time sensitive issues and analyzed information to complete tasks ahead of schedule.
  • Proven ability to learn quickly and adapt to new situations.
  • Participated in team projects, demonstrated ability to work collaboratively and effectively.
  • Resolved problems while improving day-to-day operations and provided exceptional service.
  • Proved successful working within tight deadlines and fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Cultivated interpersonal skills by building positive relationships with others.

Systems Engineer

Artemis Communications LLC
Tempe, AZ
01.2018 - 01.2020
  • Implemented suites V15, V11 and V7 for Verint or combinations of applications either on-premises, virtualization environment, or via private or public cloud
  • Completed software updates and assessed security patches for optimized computer use.
  • Improved and deployed billing automation, accounting and real-time reporting and analytics capabilities.
  • Lead Systems Engineer in overseeing Implementation of Calabrio V9.x.
  • Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
  • Assisted employees with resolving network problems at remote locations.
  • Utilized Oracle Designer interface with EDW to Oracle 11i Financials to consolidate hundreds of business unit billing activities through re-engineering.
  • Analyzed security logs to determine and alleviate network threats.
  • Tested and analyzed equipment design and performance feasibility to determine potential ROI.
  • Optimized networked software and operating systems by applying updates and patches.
  • Integrated database and backup servers into enterprise systems.
  • Supported system users, educating employees on troubleshooting and problem-solving protocols.

Systems Engineer

Verint Systems INC
Alpharetta, GA
01.2010 - 01.2017
  • Successfully deployed Verint V15, V11 and V7 suites or combinations of applications both on-premises and virtualization environment via private/public cloud.
  • Supported system users, educating employees on troubleshooting and problem-solving protocols.
  • Negotiated with vendors and contractors to secure contracts and set SLAs.
  • Worked directly with customer and vendor resources on weekly basis.
  • Created and improved customer relationships, providing on- time solutions and services required to maintain their competitive advantage.
  • Increased customer satisfaction by over 30% resulting in purchase of additional products, features, and services from clients.
  • Integrated contact centers solutions, increasing first time resolution of calls, reducing call-backs, calls transfers and calls referred to another department or location
  • Resulted in successful repeatable capability implementations across multiple regions.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
  • Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.

Lead Engineer/Senior Infrastructure Specialist

Hewlett-Packard/Electronic Data Systems
Auburn Hills, MI
02.1986 - 07.2009
  • Lead Engineer for Quality Monitoring and Logging (QM&L).
  • Produced server build and application deployment of Call Telephony routing application (Cisco GeoTel) solution at 30 sites for US Census Bureau.
  • Experienced in all phases of, solution development including Quality Management System (QMS) and Concept-to-Production (CtP) processes.
  • Implemented Quality Monitoring and Logging (QM&L) in North America.
  • Led Helpdesk conversion project incorporating Production Support with remote site in India.
  • Managed capability design, construction, implementation support and optimization of infrastructure system.
  • Increased first call resolution client satisfaction by 22%.
  • Increased customer cost savings by 30% by leveraging platform.
  • Pioneered end-to-end solutions while driving projects to completion.
  • Continued to grow Business Process Outsourcing (BPO) platform.
  • Implemented design and production release of NICE Screen Sense for Quality Monitoring (QM) at several
  • Contacted Center sites, to mitigate PCI customer interaction with recording solution and ensured all sites remained compliant with PCI audit.
  • Implementation enhanced recording capability of agents, audit cost reduction, resulting in successful audit review by TrustWave.
  • Implemented voice and screen interaction capture that increased client satisfaction by 22% through specific targeted training and evaluation.
  • Increased productivity, cost reductions and quality improvements by 18% Q1.
  • Adhered to timelines to meet quality assurance targets.
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
  • Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
  • Delivered public presentations to provide plans and updates on projects.
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with IT department to develop infrastructure build-out strategy and outline project scope.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Analyzed complex technical concepts and scenarios

Skills

Web Security

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Timeline

Senior Technical System Integrator

Avaya Professional Services
01.2020 - 05.2023

Systems Engineer

Artemis Communications LLC
01.2018 - 01.2020

CBCS - Certified Billing and Coding Specialist

06-2017

CMAS - Certified Medical Administrative Specialist

06-2017

Associate of Science - Business Administration

Macomb Community College
01.2012 - 08.2014

Systems Engineer

Verint Systems INC
01.2010 - 01.2017

High School Diploma -

L'Anse Creuse High School - North
08.2007 - 06.2011

Lead Engineer/Senior Infrastructure Specialist

Hewlett-Packard/Electronic Data Systems
02.1986 - 07.2009

Additional Information

  • Citrix Presentation Server 4.5 Administration
  • Citrix Common Management Platform 4.5:Administration, VMWare integration.
  • NICE Custom Training Applications Suite R3 SP4.
  • Calabrio Implementation Engineer: Installation and configuration V9.x.
  • Verint Custom Training Applications Suite: V11, 15, v7 Architecture.

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Anthony HudeczSystems Engineer