Systegral

Toronto Nortel Users Association

Toronto, Ontario, Canada

In the role of web design and maintenance, 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.

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.

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.

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