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
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
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