John Morrissey

Freelance Telephone System Freelancer & Quality Assurance Freelancer

1489
Location:Jacksonville, Florida, United States
Profile:https://www.freelanced.com/johnmorrissey
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JOHN J. MORRISSEY III
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OBJECTIVE

To acquire a full time position supporting the technical side of a Fortune 500 Contact Center.

EXPERIENCE

Assistant Project Manager, Cognizant Technology Solutions – Jacksonville, FL
September 2006 – June 2011
Develop scripts utilizing the Empirix Hammer CallMaster product for Quality Assurance, Regression, Performance, and Monitoring (automated and manual testing) for large Health Care, Brokerage, and Banking companies. Utilized WireShark and Hammer Call Analyzer to assist with hardware configuration for Hammer. Assist in scoping opportunities involving automated IVR testing. Performed Proof of Concepts in the United States and in the United Kingdom for tool selection. Conducted webinar to present the impact that automated Hammer voice testing can have in the Software Development Life Cycle.

Consultant, JM3 Consulting – Jacksonville, FL
April 2006 – Present
JM3 Consulting specializes in working with customers who have Hammer equipment and need assistance working with it. Scripting, Mentoring, and Best Practices consultation are available. JM3 Consulting clients have included large Health Care, Media, and Automotive Technology companies. Scope of work included Hammer CallMaster scripting and providing “best use” information on planning and conducting Performance and Regression tests (automated and manual) for Quality Assurance and Performance Testing areas.

Pre-Sales Engineer, Empirix - Jacksonville, FL
July 2000 – March 2006
Provided field support for Account Executives across the United States selling to Fortune 500 companies. Performed equipment and software upgrades, demonstrations and Proof of Concepts utilizing Empirix Hammer CallMaster and OneSight products. Provided refresher training on products at customer locations. Supported customers in the field via direct support and also as a liaison between customers and Empirix Technical Support. Received training on Hammer CallMaster, OneSight, E-Test and E-Load, Hammer Call Analyzer, and Signaling Editor.

Consultant, ADSS – Jacksonville, FL
January 1999 – December 1999
Worked on a contract basis doing Visual Basic scripting for Hammer test systems. Conducted performance (load) tests for large Fortune 500 companies to test IVR systems.

CTI/VRU Support Consultant, First Union National Bank – Jacksonville, FL
May 1996 - June 2000
Supported the CTI and IVR footprint in the Commercial Call Centers at First Union National Bank. This included support for the Witness Call and Data capturing process, as well as traveling to new Call Center sites for configuration and tuning of CTI server installations. Was responsible for integration of NT 4.0 Web Server for use with the VRU and CTI groups: configured server and developed the web pages for use as a production support tool.

Systems Developer, First Union National Bank – Jacksonville, FL
September 1992 - May 1996
Worked on deployment of several Client-Server applications which utilized TCP/IP in connecting Thin-Clients with Oracle Databases. Worked on SLAT, Commercial Loan Renumber Project, and the Special Assets Management System. APS Batch, APS Online Express, DB2, Object Oriented Design, Smalltalk Programming, DRDA Concepts and Planning, Microsoft Project classes completed. Troubleshooter for all hardware and software problems in the area.

Commercial Loan System Analyst, First Union National Bank – Jacksonville, FL
November 1991 – September 1992
Responsible for maintaining the Commercial Loan roll-up on the mainframe system. Produced adhoc reports for users on request. Troubleshooter for all hardware and software problems in the area.

CIF / Financial Controls / Commercial Loans / Platform Automation, First Union National Bank – Jacksonville, FL
July 1986 – October 1991

EDUCATION

University of North Florida - 1989-1991
Florida Community College at Jacksonville- Associate in Arts Degree, 1985
Jacksonville University- 1983-1984

REFERENCES

Available upon request