Larry Swift

Experience

• 

  Convergys

  Sept 1999 - Feb 2011

  - Work closely with a variety of teams consisting of varying skill sets. - Duties include project management, and strong coordination, implementation, analytical and communication skills. - Currently hold various meetings with several different groups. Weekly performance meetings with top level clients like AT&T, DTV, Microsoft, and Cisco. - Bi-weekly meetings with Knowlagent to discuss future software enhancements and release dates. - Monthly system performance readout meetings with Director to VP level attendees. - Working specifically with a 3rd party software called Knowlagent. Knowlagent’s technology enables you to increase training and communication by pushing learning breaks to agents’ desktops.- Currently managing new implementations of Knowlagent software for agent e-training for top clients. Coordination of these efforts includes working with groups in Canada, India, and the Philippines.- Setup Business Rules in Knowlagent interface that reads skill statistics from ACD switches to determine if a Knowlagent learning break should be delivered to an agent.- Validation of IEX agent schedules to ensure proper setup.- Assist in coordination of testing with new Knowlagent release items. Show less - Experience in system development, developer management, and working directly with internal and external clients to gather requirements that fit their specifications. - Knowledgeable in hardware, software, and systems support.- Implementation lead on Convergys Customer Management System Beta testing releases.- Serve as a BA team communication liaison between external/internal clients and technical community.- Gather, compose, and present functional specifications of varying degrees of difficulty to internal and external clients.- Gather client requirements, setup technical meetings that relate to the project scope.- Manually create test cases that cover both regression and new functionality testing for a defined project.- Perform regression and new functionality testing.- Create call flow diagrams.- Experience with Mercury Quality Center (Test Director) creating issue logs and tracking progress.- Create Business Requirements docs for enhancement requests.- Gather estimates and create timelines for various different technical areas.- Attend bi-weekly conference calls with external clients.- Chair internal conference calls with various technology groups.- Assist developers in troubleshooting issues that arise in QA phases. Show less

  • Sr. Business Analyst

    Nov 2008 - Feb 2011

  • Business Analyst

    Nov 2006 - Nov 2008

  • Sr Systems Analyst

    Sept 1999 - Nov 2006
• 

  Intradiem

  Feb 2011 - now

  • Vice President

    Apr 2021 - now

  • Director Solutions Consulting

    Dec 2017 - Apr 2021

  • Principal Success Manager

    Jul 2016 - Apr 2021

  • Solutions Consultant

    May 2014 - Jul 2016

  • Success Manager

    Feb 2011 - May 2014