Dennis Metzcher

Current

Voice Engineer at Computer Sciences Corporation

Past

Voice Engineer at Aon
Telecommunications Analyst at RMH
Web & Graphic Designer at Unbound Studios

Assistant to the Office Manager at NJ Health & Fitness Center

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Education

CSC Institute
Art Institute of Philadelphia
Burlington County College

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Recommended

7 people have recommended Dennis

Connections

38 connections

Industry

Telecommunications

Websites

Dennis Metzcher’s Summary

Voice Telecommunications professional with experience in designing call center technology to support business applications, including ACD routing and configuration, real-time and historical reporting, agent performance reviews, remote agents, and call recording.

Dennis Metzcher’s Specialties:

Aspect ACD programming and configuration, CTI, Uniphi Connect, Crystal Reports, ACD report design, configuration, and maintenance; analyzing voice traffic data to optimize voice networks; office relocations, system upgrades, vendor comparisons and office closures; managing voice projects to deliver optimal results while reducing costs to the business.

Dennis Metzcher’s Experience

Voice Engineer

Computer Sciences Corporation

(Public Company; 10,001 or more employees; CSC; Information Technology and Services industry)

August 2004 — Present (5 years 4 months)

In addition to the management of multiple Aspect ACD systems (8.0.2 through 9.1.1), CTI/IVR systems, and remote agents, I am responsible for the administration of the Siemens Rolm and PhoneMail systems. I develop both custom historical reports and real-time, interactive data screens for use within the contact centers. I have lead on several telcom projects for the Aon client, including remote agent rollouts to multiple sites, office closures/relocations, Seagate Info/Crystal Enterprise installations, and voice recording (Verint). Previously, as an employee of Aon Corp, I was responsible for day-to-day activities associated with telecommunications at an Aon client site, including the processing of invoices, purchasing, and working with teams internally and externally to the organization. I have engineered and managed disaster recovery plans for multiple contact centers and implemented those plans with telco providers, in addition to overseeing annual DR testing for nine contact centers.
Voice Engineer

Aon

(Public Company; 10,001 or more employees; AOC; Insurance industry)

January 2002 — August 2004 (2 years 8 months)

My duties as an Aon employee included, but were not limited to, the management of multiple Aspect contact centers, CTI/IVR, and historical/real-time contact center reporting. I was also responsible for day-to-day activities associated with telecommunications at an Aon site located in Pennsylvania, including the processing of invoices, purchasing, and working with other teams internally and externally to the organization.

Note: As part of the Aon outsourcing of all Information Technology to Computer Sciences Corporation, I became a CSC employee. See "Computer Sciences Corporation" above for more information on my current position with CSC for the Aon client.
Telecommunications Analyst

RMH

(Public Company; 10,001 or more employees; RMHT; Telecommunications industry)

March 1997 — January 2002 (4 years 11 months)

My position with RMH allowed me the opportunity to work within a corporate environment managing multiple ACDs, spanning several contact centers in both the U.S. and Canada. I worked primarily with the Aspect Call Center ACD, beginning with release 6.2 through 8, and also worked with Aspect’s Portal CTI product. I was responsible for both historical call reporting as well as the custom design of Crystal Reports and CustomView Producer/Director real-time report canvases. In addition, I assisted with call forecasting models used within the contact centers.
Web & Graphic Designer

Unbound Studios

(Privately Held; 11-50 employees; Internet industry)

June 1999 — March 2000 (10 months)

My daily tasks included Web content creation and layout for the Animation Magazine Web site (animag.com), graphic design for both print and Web using Quark XPress and Adobe Photoshop. This position also included some marketing duties.
Assistant to the Office Manager

NJ Health & Fitness Center

(Privately Held; 11-50 employees; Health, Wellness and Fitness industry)

June 1996 — March 1997 (10 months)

Performed daily office management tasks including processing new members of the health club, handing billing and collections, and assisting the bookkeeper in managing payroll.