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 Dynamic Cybersecurity Analyst with over 6 years of expertise in team management, vulnerability assessments, and leading remediation initiatives. Proven success in advising senior leadership and driving continuous improvement initiatives while aligning technical efforts with strategic business objectives. Extensive knowledge of federal security regulations and IT infrastructure, complemented by a collaborative approach that enhances organizational security posture. Anticipating ISACA CISM certification in the first half of 2026, along with a solid foundation in customer service and problem resolution gained through years of Tier 1-3 service desk support as a Systems Administrator. 

Electrical Engineer with MBA degree and 20 years’ experience in Telecommunications and Contact Centers. Strengths include: Engineering, Analysis, Troubleshooting, Programming, Operations. Knowledge and experience with market leaders such as Genesys, Avaya, CISCO, Verint, NICE, and Aspect. Experience with Genesys CIM platform including voice routing, e-mail, chat, reporting, workforce management, and self-service. Extensive experience in Telecom trouble isolation, issues tracking, and resolution. Knowledge of Cisco ICM, CISCO Jabber, UCCE, UCCX, and CVP Unified Communications. Participate in the operation and maintenance of the Contact Center traditional and VOIP based Call Routing systems. Experience with TDM and VoIP PBXs and products. Working knowledge of TCP/IP and SIP and ACME packets SBC. Led and participated in the design and implementation of medium-to-large scale IT and Business projects. Design and development experience with voice, email, chat, and IVR routing and complex contact center solutions. Provided operations and implementation support for Voice and Data circuits: ISDN, POTS, PSTN, DS1/T1, PRI, and T3/DS3. Proficiency in telecommunication hardware and software, PBXs, Quality Monitoring platforms, voicemail systems, call center systems, and networks. Understanding of Aspect Inbound ACD and Aspect Outbound Dialer integration with various telephony systems. Provided technical expertise for implementing new CTI Call Centers and converting non-CTI to CTI platforms. Participated in integrations and migrations of existing and legacy contact centers technologies to newer solutions. Trained in the service and maintenance of Siemens Hicom 300E, HIPATH 300H, HIPATH 4000, HIPATH 3000, HICOM 1530H, ACD and Intelligent Call Routing, and Siemens Phonemail. Familiarity with: AVAYA Communication Manager S8700, S8710, S8500, S8300 Media Servers; G650,G600,G350, G700 Media Gateways; Definity G3; Octel and Intuity voice messaging system support; Avaya provisioning software; and IP networking. Trained in the service and maintenance of NICE Call Recording Loggers, NICE Perform Servers, and NICE Data Mart Servers. Strong technical and customer service abilities. Excellent interpersonal and communications skills. Strong analytical and troubleshooting skills. Able to communicate ideas efficiently in writing as well as orally. Worked successfully in several large fast-paced environments. Ability to work in or lead a team. Always willing to share knowledge and my experiences with other team members. Proficient with Microsoft Office Suite including Microsoft Project.

Experienced strategic leader skilled in enhancing customer satisfaction and loyalty using advanced data analytics and CRM tools. Proficient at developing effective customer engagement strategies and leading cross-functional teams with a strong focus on emotional intelligence and business growth.

Experienced technology manager specializing in contact center innovation and transformation. Skilled in optimizing platforms and streamlining workflows in high-volume environments to improve customer satisfaction and operational efficiency. Proven ability to align technology solutions with business goals through cross-functional collaboration and analytics-driven decision-making.

Brenda "Jane" Kellogg

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Contact Center Technology Coordinator

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Contact Center Technology Coordinator

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