Tricosa D. Green
Sr. Specialist - Technical Ops
Charlotte,NC
Summary
Strategic technology leader with 20+ years of hands-on Avaya experience and Salesforce Administrator expertise who cultivates and empowers teams to deliver high-impact result, whether working independently or leading initiatives. Expert in systems implementations, telecom/contact-center transformations, integrations, and process redesign. Aligns Salesforce and IT solutions to business priorities and excels at converting data into actionable insights. Proven track record driving projects from concept to production, translating complex technical strategy and concepts to stakeholders, improving service levels, efficiency, and customer experience.
Overview
19
19
years of professional experience
6
6
Certifications
1
1
Language
Work History
Sr. Specialist – Technical Ops
Ally Financial
08.2024 - Current
- Perform Tier-3 technical troubleshooting for complex Salesforce incidents (automation failures, data integrity issues, integration errors, use debug logs, SOQL, and data fixes to identify root cause and restore service
- Coordinate cross-functional remediation, while working with developers and vendors to test and deploy permanent solutions
- Prioritize and align Salesforce initiatives and incidents to align platform delivery with business objectives and SLA's to accelerate decision making and delivery
- Administer and secure (roles, profiles, permissions sets, sharing rules) to enforce least-privilege access to strengthen security and minimize exposure
- Maintained detailed incidents, Jira, and problem tickets records by documenting the troubleshooting steps, root-cause analysis, resolution status, drive escalations and assignments to reduce time to resolution
- Retained Salesforce Administrator certification within first year on the team, demonstrating rapid ramp-up and ongoing professional development
- Collaborated with the Genesys Cloud team contact-center team to diagnose and resolve audio issues across SIP trunks, agent endpoints, and coordinating cross-functional remediation to restore service
- Administer Genesys Cloud platform to create and manage users/roles, configure permissions, and maintain queues, and media settings to support contact-center operations.
- Monitor real-time dashboards and call-quality metrics to identify incidents and remediate service degradations, minimizing agent downtime, and optimize performance
Sr. Systems Engineer
Ally Financial
01.2018 - 08.2024
- Serve as on-site SME for Avaya contact center platform administration, training, support and routine maintenance
- Manage technical requirements and deliver contact center solutions across six locations: configure, integrate, test and deploy systems while ensuring consistent operations and standards
- Demonstrates leadership as Avaya Communication Manager (CM) and in roles, such as, Avaya Contact Center Elite/Expert Agent Selection (EAS); performs collateral duties including those as One X-Agent.
- Ensures successful operations related to objectives of CMS Supervisor, Avaya Call Recorder (ACR), maintenance, and provide on-call to support to quickly restore service and minimize customer impact
- Design, configure, integrated, test, troubleshoot, and deploy contact center solutions including Call Flows, Vectoring, VDNs, Hunt Groups, Agent routing; produce Visio diagrams and technical runbooks to standardize deployments
Unified Communications Self-Service II, Sr. Call Center Specialist
Arrow SI
03.2015 - 01.2018
- Functions in subject matter expert role as on-site specialist, responsible for various operational duties; oversees training, support and maintenance of Avaya Contact Center Platform.
- Provides management of technical requirements at 4 different locations; works to configure, integrate, test and deploy effective Contact Center Solutions; designs and develops processes related to call flows.
- Demonstrates leadership as Avaya Communication Manager (CM) and in roles, such as, Avaya Contact Center Elite/Expert Agent Selection (EAS); performs collateral duties including those as One X-Agent.
- Ensures successful operations related to objectives of CMS Supervisor, Avaya Call Recorder (ACR) and Avaya WFO Suite of Call Recording (QM / WFM).
- Impacts company goals and objectives serving in diverse capacities, including as Content Producer; applies Elite Multi Channel (EMC) focus in professional tasks and responsibilities.
- Configure and Troubleshoot Vectoring, Call Routing, VDNs, Hunt Groups, Agent ID's and design Call Flows using Visio
Contact Center Consultant
Carousel Industries
03.2011 - 03.2015
- Consulted with customers to design and deliver call center products and services on behalf of Carousel Industries; functioned in role primarily responsible for programming all aspects of a call center.
- Exhibited expertise in areas related to Avaya switch (VDNs, Vectors, Hunt Groups, Announcements, Variables, EMC, IVR, and VP); implemented to accommodate agreement and cutover support.
- Provided end-user and administrative support to steer company goals; participated with training on all call center/multi-media products; projects included CMS Supervisor, IP Agent, One X-Agent, BCMR and Avaya site administration.
- Configure and Troubleshoot Vectoring, Call Routing, VDNs, Hunt Groups, Agent ID's and design Call Flows using Visio
Contact Center Specialist
Cross Telecom
03.2007 - 03.2011
- Functioned as specialist to design and integrate Avaya Call Center solutions to promote better customer interactions; provided technical support for sales presentations and product demonstrations.
- Offered thorough pre-sale support on Avaya Call Center products and solutions; conducted technical customer training related to various company products; played active role in full Project Life Cycle.
- Configure and Troubleshoot Vectoring, Call Routing, VDNs, Hunt Groups, Agent ID's and design Call Flows using Visio
Education
Bachelor of Science - Computer Information Systems
Livingstone College
Salisbury, NCSkills
Customer Service & Satisfaction/Business Communications/Staff Training
Certification
Salesforce Platform Administrator Certification
Affiliations
Member – Delta Sigma Theta, Inc.
Timeline
Sr. Specialist – Technical Ops
Ally Financial
08.2024 - Current
Sr. Systems Engineer
Ally Financial
01.2018 - 08.2024
Unified Communications Self-Service II, Sr. Call Center Specialist
Arrow SI
03.2015 - 01.2018
Contact Center Consultant
Carousel Industries
03.2011 - 03.2015
Contact Center Specialist
Cross Telecom
03.2007 - 03.2011
Bachelor of Science - Computer Information Systems
Livingstone College