Michael Peretson
Senior Voice Specialist
Huntington Station,NY
Summary
Accomplished and diligent product specialist with a proven track record of consistently providing extraordinary results under various conditions. Expertise in the areas of deployment engineering, professional service/support and customer satisfaction. An effective leader, skilled in enlisting the support of all team members in aligning with project and organizational goals. I am a self-motivated and hardworking individual who possesses a broad spectrum of technical skills. With 18 years of experience in the telecommunications field, I have a strong ability to adapt to new products and appreciate taking new challenges head on.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
Senior Voice Engineer
HSBC Bank
New York, NY
04.2021 - Current
- Act as subject matter expert for voice recording system.
- Conduct RFB checks multiple times a day to ensure system stability.
- Triage fault alarms that occur in the environment.
- Attend project meetings and work with the team to prepare environment to migrate over to Verint recording platform.
- Maintain compliance with company standards to perform all maintenance activities.
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
VP Voice Engineering
Morgan Stanley
New York, NY
08.2019 - 04.2021
- Resolved issues and recommended actions based on production and compliance reports.
- Acted as lead for engineer for upgrade project for over 200 servers. Successfully completed the project within the timeframe requested.
- Manage day to day RFB checks on global environment to ensure high levels of productivity.
- Established project goals to carry out directives of top management.
- Presented project information and status updates to customers and fielded concerns.
- Assisted team during COVID-19 with establishing at WFH voice recordings to adhere to compliance regulations.
Voice Analytics Engineer
Wells Fargo
New York, NY
03.2018 - 08.2019
- Provide support for the NICE Real Time Fraud, Nexidia, Pin Drop, and Mattersight applications.
- Document support best practices for multiple analytic platforms.
- Manage implementations within a production and non-production environments adhering to Wells Fargo’s policies.
- Provide regular updates to upper management and team lead.
- Collaborate with other internal teams to ensure successful implementation and support.
- Acted as liaison between clients and technical associates, translating complex ideas into easy-to-understand explanations.
Senior Voice Recording Engineer
BT Americas
New York, NY
10.2017 - 03.2018
- Provide basic application training and support to client's Engineers on the voice recording applications as required.
- Manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
- Participate in training classes, or special projects, as needed.
- Developed and implemented procedures for preventive maintenance, backup and data recovery.
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
- Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
Lead Engineer Systems Analyst
HSBC Bank
New York, NY
03.2017 - 10.2017
- On POC testing for voice analytics of trader phone calls. Calls will be converted to text and indexed to enable keyword searching to comply with Dodd Frank trade reconstruction requirements.
- Development of training and guidelines for voice recording.
- Management of operational risk items.
- Manage and execute the scheduled audit processes for recording assurance and recertification.
- Worked collaboratively with all stakeholders to resolve technical roadblocks.
- Served as subject matter expert on Nice Recording platform for both clients and internal team members.
Dedicated Support Manager
NICE Systems
03.2014 - 02.2017
- Acted as a subject matter expert on all supported versions of the Nice platform.
- Ensure that all engineers follow procedures and policies set forth in company handbooks.
- Encourage professional/personal growth for engineers.
- Assist with the on boarding and integration of DSEs into customer's
- Maintained Technical certifications on the Nice products.
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Education
Associate - Computer Science
Queens College of The City University of New York
09.1990 - 06.1993
Skills
Customer service
Nice System Software proficiency
Teamwork
Technical troubleshooting
User support
Data management
Equipment upgrades
SIP signaling, trunking and H323 protocols
Cisco switch and routing
Avaya Voice Portal
Avaya Communication Manager
Software updates
Agile framework
Call vectoring
Client/server IT platform
Supporting VoIP
Interpersonal Communication
Technical Support
Call center operations
Quality assurance
Contact Center
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Multiple customer service award winner
- Successfully lead and completed large scale global upgrade of Windows based servers.
Timeline
Senior Voice Engineer
HSBC Bank
04.2021 - Current
VP Voice Engineering
Morgan Stanley
08.2019 - 04.2021
Voice Analytics Engineer
Wells Fargo
03.2018 - 08.2019
Senior Voice Recording Engineer
BT Americas
10.2017 - 03.2018
Lead Engineer Systems Analyst
HSBC Bank
03.2017 - 10.2017
Dedicated Support Manager
NICE Systems
03.2014 - 02.2017
Associate - Computer Science
Queens College of The City University of New York
09.1990 - 06.1993