Richard Jenkins
Waukegan,IL
Summary
To secure a position in technical services for leveraging my expertise and experience.
Proficient leader of diverse development teams, adept at utilizing various platforms applications, and skills to support digital initiatives. Extensive experience with cloud platforms, databases, and applications. Strong background in solution design tailored to improving operations. Proven ability to thrive in fast-paced environments, with strong PC skills including MS Office Suite.
Overview
30
30
years of professional experience
Work History
Lead Engineer
Lead Engineer
10.2023 - Current
- Responsible to influence engineering proficiency quality across multiple product teams by (10 teams currently) working closely with managing engineers and all engineers and support engineers
- Relentlessly pursues upgrading skills and proficiency of managing engineers
- Collaborate closely with Lead Platform Consultant to integrate different platforms into the ecosystem
- Owns technical product strategy and roadmap for product portfolio and associates tightly with customer and consumer journeys and ensures product roadmaps align with over-arching journeys in partnership with Lead Digital Product Managers
- Owns technical implementation at the program level
- Enforces good engineering practices across the product portfolio including reuse, scale, maintainability, quality and security
System Analyst
Allstate Insurance
Northbrook, IL
10.2007 - 09.2023
- Solution Architecture
- Document functional and business requirement
- Consult with all business, agencies, and employees regarding voice telecommunications at Allstate
- Plan, Manage, and implement SIP carrier efforts including migrating 4,500 toll free numbers to multi-carrier SIP and moving 185 offices to SIP carrier for DID, and outbound calling
- Support change management process and document new processes in the Voice teams at Allstate
- Architect and consolidated large scale voice platforms in two data centers centralizing voice network operations for over 185 locations
- Provide top tier escalation and troubleshooting support for SIP, ACD, carrier, Avaya CM, Avaya IVR, Voice Mail, and call recording applications
Network Consultant
Allstate Life Insurance
Vernon Hills, IL
02.1998 - 10.2007
- Team leader for the Voice Initiatives team
- Support, create, modify, and maintain ACD call routing including Best Services Routing, VRU application, voice mail, fax servers, and telephony infrastructure
- Create and modify custom reports in Avaya’s CMS
- Budget planning and execution
- Administer call recording and monitoring applications
- Train customer service management staff and employees on switch adjuncts and reporting utilities
- Support the move, add, and change process
Operations Analyst
First Chicago NBD Corporation
Chicago, IL
03.1995 - 02.1998
- Implement and monitor real-time staffing and vectoring decisions for the Telephone Banking Center
- Analyze and identify call flow patterns and recommend changes to staffing in order to meet service level goals
- Provide management with statistical data on call patterns and call center activities
- Act as front line PC desktop support for the Telephone Banking Center
- Administer the Call Management System
- Assist all business units within the corporation utilizing the TeleCenter System
- (workforce management software)
- Train staff on using the work force management (TCS) system, simple PC hardware repair, as well as the Microsoft Office applications
Education
B.A. - Political Science, Finance, Philosophy
DePaul University
Chicago, IL01.1992
Skills
- Database skills: I have extensive experience with SQL, Oracle, Amazon Athena (query, sub query Joins, insert, update, delete, scheduled jobs, indexing)
- MS office: word, excel, access, PowerPoint, Visio, project
- Coding: some proficiency at groovy and Java
References
Available upon request
Awards
- Allstate Technology Operations Reach for the Stars
- Allstate Chairman’s Award Winner
- Allstate Extra Mile Award Winner
- Recipient of the top ten percent award at First Chicago NBD Corporation
- DePaul University Dean’s list every academic quarter
- Member of the Golden Key National Honors Society
Timeline
Lead Engineer
Lead Engineer
10.2023 - Current
System Analyst
Allstate Insurance
10.2007 - 09.2023
Network Consultant
Allstate Life Insurance
02.1998 - 10.2007
Operations Analyst
First Chicago NBD Corporation
03.1995 - 02.1998
B.A. - Political Science, Finance, Philosophy
DePaul University