Frank Wilkins

About

Experience

• Senior Voice Engineer Verint 11.1 at Cigna Inc.
  Jan 2017 - Present · 9 yrs 6 mos

• Retired at na
  Jul 2020 - Present · 6 yrs

• Tier Three support Verint/Witness -V7.x,V10 and V11 at Collabera Capital One Voice Recording Engineer Witness/Verint 7.x v10 and V11 Tier support
  Aug 2014 - Present · 11 yrs 11 mos

  • Technical lead architect to help enhance the scalability, redundancy, maintainability, and uptime of Verint/Witness Call recording solutions • Work with Clients to manage the daily operations of network and infrastructure, including backups, network security, maintenance, monitoring, and tuning; • Responsible for executing and managing new and existing client setups as well as in-place upgrades and new releases; • Help design and document operational policies, procedures and network diagrams; • Design and enhance network architecture and processes to support Information Security and Data Privacy program; • Be a part of the on-call rotation for 24x7 support. • Work with third party Vendors with ongoing enhancements and current critical failures.

• Business Analyst Call Monitoring Verint Witness and Verint Ultra 11 at TEKsystems State Farm
  Jul 2011 - Jul 2014 · 3 yrs 1 mo

  Level 3 support of the Verint suite of products.Participation in Verint related project work. Legacy Verint Witness to current V 11 Call Recording Solutions. ITIL Foundation Certification. Incident Coordinator for all Verint issues within Call centers.

• Voice Engineer at Aetna
  Jun 2010 - Apr 2011 · 11 mos

  Supporting Ultra Verint 10 and EWFM