Systegral

Consulting

Contract client: Toronto Nortel Users Association

Toronto, Ontario, Canada

General services involved; web site design in XHTML (to W3C standards), including php scripting; ongoing site content updates; and domain / hosting maintenance. Additional prototype development included XFORMS and XML.

Key accomplishments:

Introduced organization to modern web design concepts and benefits.

Contract client: BTI Canada

Calgary, Alberta, Canada

On–site training of the Systegral SYS100 – Symposium Call Centre Server course. The Symposium Web Client provided live SCCS access. The modules taught were Call Centre Overview, SCCS Administration, and SCCS Real–time Displays & Reports.

General services involved; PC configuration and testing for Symposium Web Client.

Contract client: EDULINX Canada Corp.

Mississauga, Ontario, Canada

My responsibilities were to provide consulting to the call centre located at the head office in Mississauga, Canada, for the addition of a new functional group located in Winnipeg, Canada. The telecom equipment was primarily Nortel Symposium Call Centre Server (SCCS), Meridian 1 PBX, Meridian Mail, and Remote Office 9150.

Project activities included; consulting to define the business requirements for the new group in Winnipeg, the IVR integration, and the interaction with the call centre in Mississauga; project management of the Symposium call centre addition; and preparation of final project documentation.

General services involved; callflow design; SCCS programming; Remote Office 9150 installation co–ordination; supervisor training; and call centre acceptance testing.

Key accomplishments:

Successfully designed and implemented complex remote contact centre integration with local contact centre.

Contract client: DSG Home Inspections

Orillia, Ontario, Canada

In a consulting role, my responsibilities were to translate the business requirements into a Functional Spec for a database design that will be used by Service Organizations, Energy Advisors, and builders for processing new homes through the EnerGuide Rating Service, R-2000, and ENERGY STAR© for New Homes programs. The rationale behind the creation of this database is to co–ordinate and provide a simplified consistent approach to the management of the information needed for the above mentioned programs.

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