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Robert
defreib@comcast.net
904-287-0428
Jacksonville, FL 32205
Senior Project Analyst
31 years experience W2
3
Recommendations
Average rating
106
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Summary

  • A dynamic and versatile technology professional with extensive experience of hands-on project management as well as the implementation of technologies aimed at achieving positive business results and operational improvements.
  • Solid background with various technologies and vendor management, including call recording , telephony architecture, desktop support and customer interaction to consistently provide a positive user experience.
  • Strong aptitude for learning new processes and technologies, and applying this knowledge to improve the customer experience. Self-motivated and detail oriented, with strong organizational and troubleshooting skills.

Experience
Senior Analyst / Project Analyst
Information Technology
Mar 2008 - Dec 2018
Jacksonville, FL
  • Manage the software installation process on the desktops in accordance with the Verint platform system configuration. Primary contact for new client screen recording requirements, existing client enhancements and production issues as well as software deployment on call recording platforms servers.
  • Managed many project simultaneously in respect to the call recording environment, overseeing 4-5 different technology groups.
  • Project Manager responsible for the migration of call recording from a Qfinity Call recording platform to Verint 11.0 Platform.
  • Participated in server software installation, user desktop enhancements and recording platform changes in relation to upgrading the Verint Recording platform from 11.0 version to 15.0 version and ongoing software updates.
  • Contributed in a significant role with the creation of an in-house screen only recording application, saving the company $400k.
  • Acted as liaison with desktop engineering in creation of numerous screen recording configuration programs within the SCCM software distribution application.
  • Created and updated using Visio, organizations recording platform infrastructure.
  • Developed documentation for troubleshooting, procedural tasks, inventory of existing equipment and a database of unique client recording configuration requirements.
Project Management MS SCCM Application Deployment MS Visio
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References
Average Rating

1 recommendation
NICE Recording Systems Analyst
Information Technology
Jan 2007 - Jan 2008
Jacksonville, FL
  • Provide technical production support for the NICE recording platform for Citi's global environment.
  • Responsible for monitoring the organizations 450+ NICE voice loggers for malfunctions and resolve any and all issues. Schedule and coordinate all hardware and software upgrades or repairs with NICE support vendor.
  • Participated in the design and execution of system enhancements.
  • Maintained accurate inventory of all NICE devices.
  • Approved and review all change requests in regards to the NICE servers that are assigned to our I.T. recording group.
  • Coordinated all NICE patch deployments and ensure system functionality.
System Analysis Production Support
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Telecommunications Senior Analyst
Telecommunications
Jan 2003 - Jan 2007
Jacksonville, FL
  • Design, plan and schedule all voice system installations, upgrades, migrations and changes. Perform the day-to-day administrative functions on the Avaya Definity G3R switch. Function as the administrator of the Intuity Audix voice mail system.
  • Managed the installation of the Avaya Definity G3R switch in the Jacksonville office.
  • Designed and implement call routing solutions.
  • Supervised all facets of building cabling and wire administration, encompassing cable requirements, space allocation, labeling, documentation, maintenance, troubleshooting and diagnostic testing.
Avaya Cabling Call Routing
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Project Manager - TSA Network Infrastructure
Information Technology
Jan 2002 - Jan 2003
  • Managed the Transportation Security Administration's WAN/LAN installation in the northern region of Florida airports.
  • Coordinated detailed surveys of the airports' facilities and Federal Security Director's offices for the purpose of infrastructure design.
  • Created a database with detailed information pertaining to the network infrastructures' requirements.
  • Interfaced with all levels of the Transportation Security Administration's organization and provided daily status reports to the client.
Project Management Network Infrastructure WAN LAN
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Telecommunications Senior Analyst/Facilities Specialist
Telecommunications
Jan 1990 - Jan 2001
Purchase, NY
  • Managed all aspects of voice communications at corporate headquarters and 7 regional locations.
  • Researched, evaluated and made recommendations to senior management regarding new technology products and services. Interfaced extensively between users, vendors and subcontractors, ensuring projects are completed on schedule and within budget.
  • Managed and planned the replacement of a Nortel Option 81c PBX with Avaya Definity G3R switch.
  • Developed and implemented an on-line corporate employee directory, saving firm $60K in costs.
Avaya PBX Nortel
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Edit Skills
Non-cloudteam Skill
Education
Skills
Avaya
2007
15
Nortel
2001
11
PBX
2001
11
Project Management
2018
11
Application Deployment
2018
10
MS SCCM
2018
10
MS Visio
2018
10
Cabling
2007
4
Call Routing
2007
4
LAN
2003
1
Network Infrastructure
2003
1
Production Support
2008
1
System Analysis
2008
1
WAN
2003
1