From: route@monster.com
Sent: Friday, September 30, 2016 12:46 PM
To: hg@apeironinc.com
Subject: Please review this candidate for: CCVP SIP Cloud
This resume has been forwarded to
you at the request of Monster User xapeix03
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Ryan Clark Gates 425 Shrewsbury St., Holden, MA 01520 · cell (508) 328-3649 · coach_ryancgates@hotmail.com Computer Skills Ø
Software:
MS
Windows, Cisco ICM, Call Manager and Unity, Aspect Architect and Suite,
Nortel and Avaya ACDs, Softphone integrations, Cosmocom and Enghouse Next
Generation Call Center, AT&T Route It Ø
Languages:
C/C++,
Visual Basic, SQL, GUI, HTML, and XML Ø
Tools:
MS
SQL, SQL Server, MS Office, Project, Visio, Lync, HTTP, XML Designer Ø
Other: NGCC, IVR, CRM,
SIP and TDM, VoIP, Call Center business processes and reporting Work Experience EMC Corporation (Hopkinton, MA) ·
Sr.
Solution Consultant
March, 2013 - Present
o
Consult with
internal customers to determine voice needs o
Design
solutions for customers o
Implement new
voice technologies for customers o
Maintain solutions
for entirety of existence o
Collaborate
with senior management and other global business units ·
Sr.
Unified Communications
Engineer
August, 2011 – March, 2013 o
Provided
operational support for EMC Corporation’s Global Voice Network
Infrastructure o
Presented as
lead on voice installations, upgrades and new projects o
Planned,
coordinated, and supported complex business processes, systems, and users o
Applied
system disciplines for Contact centers o
Supported Cosmocom’s
cloud solution and Aspect’s ACD global call center o
Designed and
built Cisco Call Manager and Unity sites for new EMC acquisitions ·
Voice
Engineer
June, 2004 – August, 2011 o
Collaborated
with 3rd party vendors on their Avaya ACD o
Supported
Aspect ACD for customer service within EMC Corporation o
Assisted with
EMC Ireland and RSA Nortel ACD and Symposium ·
Tech
Support Engineer IV
July,
2000 – June, 2004 o
Created all
call routing for customer service using Cisco ICM software o
Maintained
all hardware and software on platform and databases o
Connected
Cisco ICM to Aspect, Nortel Symposium and Avaya ACD o
Managed
Computer Telephony Integration from Cisco to Clarify and Oracle databases o
Generated all
SQL scripts for reporting Network Plus, Inc. (Quincy, MA) ·
Telecom Sales Consultant
December, 1999 – June, 2000 o
Sold services
to customers throughout the New England
Region
o
Researched
and created cost effective solutions for customers o
Scheduled and
conducted business
meetings
o
Created and
maintained relationships with
customers
Education Keene State College, Keene, NH
May, 1999
·
Bachelor of
Science: Computer-Math ·
Bachelor of
Arts: Mathematics |
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