Howard Kelly Tucker

Experience

• 

  Convergys

  Jan 1994 - Jun 1998

  Network Administrator

  I was responsible for 500 agents that needed PC support and Telecom support. I managed the Aspect ACD, Aspect Agility, Sprint PBX and all the rest of the cabling that comes with the equipment.I also performed all software updates and configuration changes. I was the only network administrator onsite. I enjoyed this position. I learned a great deal about networks, segments, VLANS and all other miscellaneous network duties.

• 

  Aspect Software

  Jan 1998 - Jan 2015

  I have the responsibility for numerous companies in the SLC Utah area for the last 17 years with Aspect Software. These customers range from :Delta Airlines, Blue Cross Blue Shield, Harland Clarke, Fidelity Investments, XO Communications, Discover Card, Musicians Friend, Sprint, ModusLink, Microsoft and the Internal Revenue Service.I would also be dispatched out to several customers outside the state of Utah. I have been part of some incredible rapid resolution plans that involved Engineering, Development, our Telephony team, Quality Assurance and Advanced Technical Support. I was onsite for all of these special critical situations. I was a Sr. Field Service Engineer, mainly during these dispatches. I was responsible for ALL the customer needs when it came to helping with carrier circuits, using a T Bird to diagnose the circuit, customer networks, and troubleshooting hardware or software on the Aspect Platform that may have been the cause of the outage. My main focus in this position was to work with the customer to address their concerns and then start troubleshooting, in depth, where the issues could be. This job was very stressful at times, but very fulfilling. I enjoyed the stress of learning new products. I thoroughly enjoyed working for Aspect Software. The best part of this job is how I developed my Project Management and Liaison skills in understanding the customer needs, issues and translating those into terms that Engineering, Development and Quality Assurance can understand and get the issue resolved in a timely manner.I was a full time "Senior Aspect Customer Care Analyst" during my departure 1-22-15. I excelled in this position. I was hitting all the important numbers and customer satisfaction points. My main focus was to take care of Santander USA Inc. Santander was a great customer. I built a great trust relationship with them. The customer is my main objective at all times. Show less During 1998 - 2004 I was a Sr. Field Service Engineer 90% of the time, and a Remote Field Service Engineer for the other 10%. I have installed numerous ACD, IVR, UIP, sites across the country. Mainly in the Greater Salt Lake City area. I upgraded all 20 + sites from our old ScoUnix platform to our new Winnt platform. These upgrades were very time consuming. You also needed the knowledge of both operating systems to complete the upgrades successfully. When I was not in the field. I was performing the RFSA (Remote Field Support Analyst) role. This was a prototype solution for customers, which has now transformed into my last role with Aspect as a Sr. Aspect Customer Care Analyst. Except, I was not only supporting the legacy equipment of the Aspect ACD,Verint,CS. I was now responsible for supporting the latest platform of UIP, TMS Units, DCP's, Agent Portals and mainly our telephony subsystem. I enjoyed that part of our new platform immensely. I was on my way to getting more training in this area of telephony troubleshooting. Show less

  • Previous Employer, Aspect Software, 17 years

    Jun 1998 - Jan 2015

  • Former Aspect Software Engineer

    Jun 1998 - Jan 2015

  • Customer Support Engineer

    Jan 1998 - Jan 2005
• 

  NICE inContact

  Jan 2015 - now

  Support customers that have chosen to have superior support.

  • Designated Support Engineer

    Mar 2019 - now

  • Technical Account Manager I

    Apr 2015 - Mar 2019

  • TSM

    Jan 2015 - Feb 2016