HOWARD MILLER

I have over 27 years of strong results in Avaya, CISCO and Contact Center Technology experience who thrives on learning, testing, and implementing new technologies. A sincere passion for excellence and getting the job done right the first time. I thrive in a fast-paced environment and can translate Business Requirements into IT requirements and vice versa. I have worked in many different and various industries for both fortune 100 to fortune 500 companies ranging from as little as 20+ employees to over 25,000 employees. Industries I have worked in the following: Mortgage, Credit Card, Internet, Banking, Financial, Cellular, Insurance, Retirement Planning, Health Care/Insurance, and Home Improvement. I’m also proudly served in the US Navy.

Installation & Maintenance of multiple telecom systems (Avaya PBX/ACD, Communication Manager, System Manager, AES, Avaya Experience Portal (AEP), Avaya Elite Multichannel Desktop (EMC), Avaya Call Back Assist (CBA), Avaya Wallboards, Avaya CMS, Avaya Operations Analyst (OA), Avaya Interaction Center (IC), CISCO ICM, Voice Mail, Putty, Hummingbird, SoapUI, WINSCP, Staff Management, Supervision, Mentoring, Call Accounting, Call Routing Platforms, Staff Scheduling, Staff Workload Assignments, Call Reporting Platforms, Scripting, SQL queries, Voice Infrastructure Design/Installation, Daily Task/Checklist, Task Automation for various systems. Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization. Steps into new areas with adaptable approach. Practiced project manager and problem-solver with 27+ years of experience in Call Centers/Contact Centers. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

• Used Microsoft Excel to develop inventory tracking spreadsheets.
• Supervised team of 5 staff members.
• Resolved product issue through consumer testing.
• Collaborated with team of 15 in the development of OptumRX Infusion migration to Genesys.
• Generated $1.25 million in first-year cost savings through global sourcing initiatives and business case development.
• Reduced operational expenses by 35% by streamlining branch operations.
• Mentored 4 new employees to bring them up to speed on projects, resulting in quicker overall completion milestones.
• Reduced costs by $750,000.00/yr for a large National Mortgage company.
• Reduced costs by $500,000.00/yr for a large Merchant information services company.
• Reduced costs for a non-profit organization by over $250,000.00 yr and increased productivity by 50% by implementing a new pay structure and procedures.
• Reduced MTR (Mandatory Turn-in Repairable) items in the US Navy from 70% to under 15% by implementing new procedures. Received Official US Navy Commendation letter.

• ICM v7.2
• ITIL Certified
• Avaya Operational Analyst (OA)
• Cisco ICM/NAM Product and Administration
• Avaya Definity Upgrade Administration
• Avaya World Class Routing Administration
• Avaya Definity ECS G3 Administration
• Avaya EAS System Administration
• Avaya CMS Administration
• Interaction Center Planning and Implementation
• Operational Analyst Planning and Implementation
• IC Administration and Configuration
• Voicemail

• Won first place in Avaya’s Hackathon at Engage 2016.
• Consistently receive award recognition from Business Leaders for my work, performance and dedication, 2014-2017
• Received SVP recognition for work performed and keeping fast paced projects on-time, 2008
• Received multiple USAA Pride Tributes, 2006
• Received multiple USAA Pride Tributes, 2005
• Citibank Outstanding Service Award, 1997
• Citibank Outstanding Service Award, 1996

• Wounded Warrior's
• Tunnels to Towers
• Therapy Dogs Inc.
• National Cancer Survivors

I enjoy riding my motorcycle on long rides listening to my favorite tunes along the way.  I have a Sheep-A-Doodle named Bailey and he's a really, really smart and sweet dog.  I've been into computers my whole life and enjoy learning new things they can do.  I'm happily married to my wife for 23 years and we enjoy going out to Dinner, going to the Movies, listening to Music together, walks on the beach, or just sitting on our porch looking up at the stars at night.

TRAINING/CERTIFICATIONS:

• ICM v7.2
• ITIL Certified
• Avaya Operational Analyst (OA)
• Cisco ICM/NAM Product and Administration
• Avaya Definity Upgrade Administration
• Avaya World Class Routing Administration
• Avaya Definity ECS G3 Administration
• Avaya EAS System Administration
• Avaya CMS Administration
• Interaction Center Planning and Implementation
• Operational Analyst Planning and Implementation
• IC Administration and Configuration
• Voicemail.