DANIEL HARDING
Gerald
Summary
Accomplished Solutions Architect with a proven track record in leading cloud transitions across 542+ contact centers, generating over $1 million in savings. Spearheaded the design and implementation of innovative customer experience solutions, enhancing satisfaction ratings by 35%. Expertise in project management and disaster recovery planning, driving efficiency and reliability.
Overview
35
35
years of professional experience
Work History
Contract consultant | Solutions Architect
BJC Healthcare
03.2023 - Current
- Designed and implemented a comprehensive process to transition complex medical contact centers to cloud-based systems, managing a team of 7 engineers, 2 discovery experts, and a full QA/User Acceptance team.
- Contact Center refresh 542+ call centers moving to the cloud | Five9 Cloud solution | Verint WFO | Cisco desktop | Epic integration | long term Cloud Storage | AWS connect design and implementation | HIPAA compliance | Scheduling | reporting | IVR front end routing.
- Completed data gathering for executive decision makers, for cost benefit analysis to design from the ground up a new technical platform for customer experience solutions. More than 1 MM in savings.
- Initiated AI and human training along with updating Chat Bots to Multi Agent, real-time decision making.
- Supported sales team by helping bring the vision out to the customer with no confusion on the technology or product.
- Developed a detailed timeline for managing a long-term project spanning over 2 years and involving 350 contact centers.
- Worked with software engineering team (tech stack ie: .net, java, AWS, CI/CD, Devops) in an agile/scrum environment, increasing the efficiency and lowering the resolution time for ‘core code’ issues.
- Defined Business Continuity and Disaster Recovery (DR) process and best practices.
Solution Architect-Professional Services
Avaya Professional Services
01.2022 - 03.2023
- Work Force Management, Call Recording, Training, Best practices contact center, Discovery, Cloud configuration, Project control, Disaster recovery planning and implementation.
- Implemented Cloud and premise-based 'customer experience' solutions improving customer satisfaction. survey results by 35%. Managed projects to completion, increasing realized revenue.
- Project management contact Center, CLOUD (AWS, S3, Google Cloud and private cloud) focus on SaaS, high availability, and data preservation. Using Agile and Waterfall plans and Lean Six Sigma for resolution.
- Advised major clients on disaster recovery processes and business continuity planning, implementing solutions utilizing Oracle, Apache, and Microsoft components while maintaining stack agnosticism.
- Designed the DR failover process and implemented regular testing of the DR systems.
- Refined specifications for software stacks, validating and conducting proof of concept testing to ensure alignment with client needs.
- Cloud Security. AD Validation and SAML authorization scripts.
- Security Scan remediation. Using 3rd scanners to test for access violation and code correction when identified.
- Trained customers and team members on troubleshooting techniques, database queries, and ETL processes to enhance operational capabilities.
Team lead-Customer support
Nice Systems/Nexidia
01.2021 - 12.2021
- Global support of Analytics product group.
- Established relationships with business stakeholders to gather requirements and clarify technology needs for successful implementation.
- Implemented Nice Analytics to enhance quality management and streamline call transcription processes.
- Worked closely with engineers to ensure requirements were being met. Teams included software engineers (.Net, Java, SQL Server, SFTP and data lakes) and infrastructure. Specifically moving Tb’s of data across the firewalls.
- Tested and validated media conversion for speech, SMS, and email analytics to ensure accurate data processing.
- IP6 connection and denial testing led to approval of protocols.
- Project scheduling and tracking.
Global Technical Support Engineer (Lead)
Verint Systems
01.2015 - 12.2020
- SaaS implementation Engineer. Working directly with Engineering USA and Tel Aviv to resolve major issues.
- Streamlined escalation processes to ensure timely resolution of critical issues.
- Sev1 escalation manager for all security-based coding issues.
- Multi-tenant security validation, preventing cross tenant viewing of data.
- Multi-tenant development within security and GDPR requirements.
- Led special team for security remediation, addressing DDoS attacks and ransomware incidents.
- Coordinated integrations with Tesla, Genesys, Cisco ICM, and Avaya 1X PBX to enhance system interoperability.
- Life Cycle development management using JIRA and Atlassian tools for Agile Method. Kanban and Scrum.
Global Technical Support Principal Engineer
Aspect Software
06.1991 - 12.2014
- Provided global technical support for clients in various industries.
- Exclusive support of key clients (Daimler-Chrysler, Tel-Mex and Deutsche Telekom).
- International on-site support of major Projects.
- Initiated a program for exchange of knowledge between disparate groups around the world with onsite knowledge transfers. Project saved 15 hours per upgrade (50%).
- Supported and trained special product groups to enhance product knowledge and service delivery.
- Outbound Dialers, IVR, Recording, Speech Products. Escalation Manager.
- Type approval manager with Government regulators around the world.
- Developed business continuity plans focusing on geo-dispersed redundancy and physical disaster preparedness, training leadership through comprehensive scenario planning.
Education
Covenant Theological Seminary
Kansas City, MissouriBS - Data Management
Cogswell College
San Francisco, CASkills
- Cloud architecture
- Systems integration
- Project management
- Disaster recovery planning
- Data analysis
- HIPAA compliance
- User experience design
Leadership Experience
- 4 years on the State of Missouri PTA executive board
- Gerald, MO Food Pantry board
- Missions Coordinator NF Baptist Church
Security Clearance
- Department of Homeland Security (Remote Server Access)
- IRS facility access
- Deutsche Telekom Data Center
- Fidelity
- US Citizen access requirements
Communication Skills
- Special projects around the world: International Type Approval of new telephony
- Singapore
- Hong Kong
- Germany
- Deutsche Telekom installation design and project streamlining (Germany)
- Citibank SA re-implementation Project (El Salvador)
- Daimler Chrysler Project Technical Lead
- SaaS Special projects
- Global Support Avaya
- Direct Support of escalated issues (Global)
- WFO/WFM Specialty
Timeline
Contract consultant | Solutions Architect
BJC Healthcare
03.2023 - Current
Solution Architect-Professional Services
Avaya Professional Services
01.2022 - 03.2023
Team lead-Customer support
Nice Systems/Nexidia
01.2021 - 12.2021
Global Technical Support Engineer (Lead)
Verint Systems
01.2015 - 12.2020
Global Technical Support Principal Engineer
Aspect Software
06.1991 - 12.2014
Covenant Theological Seminary
BS - Data Management
Cogswell College