Amazon Is All Set To Unsettle The Call Center Outsourcing Industry

After creating a niche in the retail industry, Amazon is all set to occupy the call center industry. This is certainly a big threat for the businesses in this industry, as Amazon is known for its capability of assessing the target market and coming up with groundbreaking solutions that are armed to swing competitors. Founded in the year 1994 by Jeff Bezos in Seattle, Washington, Amazon is a leading E-commerce and cloud computing company. The main factor that distinguishes this organization from its competitors is how it has strategically acquired a huge share of the international retail market. If you assess the brand’s logo then you can see there is a smiley shaped pointer that points from A to Z. This logo signifies that Amazon is happy to serve you with anything and everything you need, from A to Z. Amazon is one amongst the biggest beneficiaries of the internet business boom and will soon revolutionize the call center industry.

Cloud-Based Tools

According to reports, the multinational enterprise is developing a cloud-based tool that can be sold to commercial organizations. This tool can be used by enterprises for managing customer care and for providing customers dynamic assistance. It is anticipated that Amazon’s digital assistance tool will answer customer’s queries via phone call as well as text messages. Now, this is a big threat for call center outsourcing service providers, as this technology will abolish the need for call center outsourcing services. Apart from this, this technology will drastically affect employment in the outsourcing industry, as digital assistance and chatbots will reduce the need for human work resources. Amazon is bringing chatbot Lex along with a text-to-speech program, Polly to life and this will certainly revolutionize the business process outsourcing domain.

Amazon’s debut in the call center industry is certainly a threat to outsourcing service providers. However, most giants in the domain are already making preparations to deal with this challenge. A concoction of new age technology and prolific client engagement model can surely save customer service businesses that may dwindle due to Amazon’s cloud-based tools. According to experts, the business magnate’s presence in the call center industry can be trailblazing and it may set a new standard for service quality. Digitally administered call centers can change the façade of the customer service industry and will immensely help businesses. In any case, human efficiency in catering to customer’s needs shouldn’t be neglected, as human touch is an intrinsic part of the customer service domain.



Source by Alicia Gray

About Gregory Masley

Gregory Masley CNE, CNA, MCSE
(714)975-3656
greg@masleyassociates.com

SUMMARY:

• Twenty years of Network Engineering hands on experience, with a demonstrated ability to quickly learn and integrate new technology in a variety of industries
• Proven expertise in various network including Novell Netware and Microsoft Windows networks.
• Proven expertise in large scale network, wireless and cloud-based network build-outs and migrations
• Proven success in implementing management, operations, technical and interpersonal skills to increase productivity, reliability and teamwork to benefit the company
• Team Lead, Project Manager, IT Manager, Network Administrator, Network Engineer and sole IT support for security, repair, installation, migration, reconfiguration and maintenance of large-scale Windows and Novell networks ranging from 5 users to over 8000 users
• Hands on experience in Wireless Networking, 10/100/1000 Ethernet, Optical Networking, Switching/Bridging (VLAN, Spanning Tree), VPNs, LAN/WAN/MAN, TCP/IP Protocol, IP Addressing and Subnetting, IP Access Lists, Routing Protocols, Token Ring, ATM, Frame Relay, HP OpenView NNM, Cisco Works for Switched Internetworks, Resource Manager Essentials, Cisco Security Management Center (PIX, IDS), Microsoft Visio, WebNM, IBM compatible computers, Windows 2008/2003/2000/7/Vista/NT/XP, Remote Desktop Management, Microsoft Office 2010/2007/2003/2000/XP, Norton, Remedy, Compupic Pro, Network Security and MicroStation (95/SE/J/8)
• Active Directory migrations 2003 to 2008
• Hands on experience with Cisco 2600/3600/4000/7200/7500 series routers, Cisco Catalyst 1900/2900/5000/5500 series switch, Cisco 3550 Multilayer Switch, Cisco PIX Firewall, Cisco IDS 515E, CAD/CAM Systems, Netopia Routers, Sonicwall, IBM Compatible Workstations and Servers and Printers
• Hands on experience with Microsoft Windows Enterprise Server, Office 365, Small Business Server and Workstation NT through 2008, Active Directory, Novell 3.1-6.0, UNIX, SCOM, SCCM, Microsoft Exchange, Microsoft SQL, Microsoft SharePoint, Citrix, Microsoft Office, Word Perfect, AutoCAD, MAPICS, Rhumba Reflections and ISA Server, Active Directory migrations 2003 to 2008
• Programming experience in Visual Basic, Basic, COBOL, FORTRAN, SQL, HTML, Wordpress, CSS, DreamWeaver, Oracle and DBASE
• MCSE, CNA, and CNE Certified
• United States Department Of Defense SECRET Security Clearance 2005

TECHNICAL SKILLS:

• Networking: Wireless Networking
• 10/100/1000 Ethernet
• Optical Networking
• Parsed Cloud
• Switching/Bridging (VLAN, Spanning Tree)
• VPNs, LAN/WAN/MAN
• TCP/IP Protocol
• IP Addressing and Subnetting
• IP Access Lists, Routing Protocols
• Token Ring, ATM
• Frame Relay
• HP OpenView NNM
• Cisco Works for Switched Internetworks
• Resource Manager Essentials
• Cisco Security Management Center (PIX, IDS)
• Microsoft Visio
• WebNM
• IBM compatible computers
• Windows Enterprise Server, Small Business Server and Workstation 2008/2003/2000/NT/XP/Vista/7
• Exchange 5.5/2000/2003/2007/2010
• Remote Desktop Management
• Microsoft Office 2010/2003/2000/XP
• Windows 95/98/Vista/XP/7
• Norton
• Remedy
• Compupic Pro
• Network Security
• MicroStation
• (95/SE/J/8) HP Openview
• OSPF,BGP,VLAN,IPSEC, routing and bridging protocols
• Citrix XenApp
• VmWare

Hardware:

• Cisco 2600/3600/4000/7200/7500 series routers
• Cisco Catalyst 1900/2900/5000/5500 series switch
• Cisco 3550 Multilayer Switch
• Cisco PIX Firewall
• Cisco IDS 515E
• CAD/CAM Systems
• Netopia Routers
• Sonicwall
• IBM compatible Workstations and Servers
• Printers

Software/OS:

• Microsoft Windows Servers (all versions) NT 3.51 through 2008 R2
• Microsoft Windows Desktop (all versions) Windows 95 through Windows 7
• Novell 3.1-6.0
• UNIX
• Parsed Cloud
• Microsoft Exchange 2000/2003/2007/2010
• SharePoint 2007/2010
• SQL Server 2005/2008
• Lotus Notes
• Microsoft Office XP/2000/2003/2007/2010/365
• Word Perfect
• AutoCAD
• MAPICS
• SCOM, SCCM
• Rhumba Reflections
• ISA Server RAID Storage Devices SAN Storage Devices
• Citrix
• Active Directory
• Citrix XenApp
• VmWare

Programming:

• Visual Basic, Basic
• COBOL
• FORTRAN
• SQL
• Oracle and DBASE
• HTML
• Wordpress
• MySQL
• CSS
• DreamWeaver

EDUCATION & TRAINING:

California State University Fullerton
• Novell Certified Network Administration and
• Engineering Program – Graduated in the top 10% of the JTPA Grant Class of 93
• BS – Computer Science 1997

CERTIFICATES & LICENSES:

• CNE – Certified Novell Network Engineer 1993
• CNA – Certified Novell Network Administrator 1992
• MCSE – Microsoft Certified Systems Engineer 1997

PROFESSIONAL EXPERIENCE

Senior Computer Network Consultant - Masley and Associates - Owner
Orange County, CA Jan 1994 to Present

Senior Network Consultant (Masley & Associates)
Lynx Grills, Downey, CA
Feb 2013 - April 2015
• Lead network technical support engineer onsite for 70 user network reconfiguration and move from Commerce California to Downey California with Microsoft Windows Server 2008 R2, Microsoft SQL 2008, Navision, Microsoft Exchange and Office 365

Security First Corporation, Rancho Santa Margarita, CA
Sep 2011 – Feb 2013
• Built and tested over 20 new Microsoft Windows 2008 R2 Servers with Microsoft Exchange 2010 in DAG failover clusters and SQL and SharePoint with Active Directory configurations from scratch to test Security First Corporation’s SPX Connect and BitFiler Encryption Software with and documented and reported findings, as well as Office 365, VmWare and Citrix Xenapp
• Built and tested new encrypted Cloud Based Parsed Cloud Secure network encrypted Cloud network environment
• Active Directory migrations 2003 to 2008
• Network Engineer responsible for system configuration, communications, and installation of hardware, operating systems, and software applications in multiple client locations
• Design, instillation, and maintenance of all computer networks for major Southern California and Colorado companies including:JNIC Missile Defense Agency Schreiver Air Force Base Department Of Defense, Net Solutions, Planet Network, Analysts International, Accucode, Capitol Records, Unihealth Insurance, Fuji Bank, UNOCOL 76, and Price Company
• Performed nationwide wireless network upgrade for The Sports Authority and Gart Sports on multi-tier network with over 1000 users.
• Migrated St. Joseph’s Hospital from Novell to Windows 2000 Server with Exchange 2000 on multi-site network with over 2000 users.
• Migrated Anaheim Memorial Hospital from Windows 98, NT Server, and Exchange 5.5 to Windows XP, 2000 Server, and Exchange 2000 on multi-site network with over 4000 users.
• Designed and documented data and voice networks from the ground up.
• Trained customers and managers on system capabilities and usage.
• Website programming in CSS, HTML, Wordpress and Dreamweaver

Aug 2010 - Sep 2011 Network Consultant- EdgeMac Finance, Anaheim, CA (Masley & Associates)
Jul 2009 – Aug 2010 Network Consultant- Microtek, Anaheim, CA (Masley & Associates)
Jun 2008 – Jul 2009 IT Manager - Bert Howe & Associates, Anaheim, CA (Masley & Associates)
Consolidated List of Duties/Roles
• Edge Mac Finance:
Moved, reconfigured and supported sixty user network with Windows 2003 and Windows 2008 Servers, Exchange Server, SharePoint Server, SQL Server, Active Directory, Windows XP Professional and Windows 7 Professional, as well as VmWare and Citrix Xenapp. Active Directory migrations 2003 to 2008
• Microtek-Bert Howe & Associates:
Reconfigured and supported sixty user network with Windows 2003 and Windows 2008 Servers, SCOM, SCCM, Exchange Server, SharePoint Server, SQL Server, Active Directory, Windows XP Professional and Windows 7 Professional, as well as VmWare and Citrix Xenapp. Active Directory migrations 2003 to 2008

2GWLAN Engineer (Masley & Associates)
Peterson Air Force Base/ Luke Air Force Base
May 2005 – Jun 2008
• Designed and implemented 2GWLAN system for both Air forcebases
• Worked with Aruba Controllers, Aruba Access Points, RADIUS and TACACS Servers, and used Motorola LAN Planner, VmWare and Citrix Xenapp to do the design
• Configured and tested all necessary network platforms under extreme time constraints resulting in successful customer acceptance of required test bed network
• Active Directory migrations 2003 to 2008
• Established network security measures in order to support defense agency accreditation for The Department Of Defense at Schreiver Air Force Base JNIC Missile Defense Agency
• Recommended and implemented network wide security management solution, including Firewall policies and configuration, router access-lists, and agent based network monitoring

Lead Network Engineer (Masley & Associates)
St. Joseph Hospital, Orange, CA
Apr 2003 – May 2005
• Primary support and lead Novell Network migration specialist for multi-site 500 user Novell Network, as well as VmWare and Citrix Xenapp

Lead Network Engineer (Masley & Associates)
Network Planet, Beverly Hills, CA
Mar 2001- Apr 2003
• Primary support for Novell Networks, VmWare and Citrix Xenapp at Fortune 500 law firms in Los Angeles, California

Lead Network Engineer (Masley & Associates)
Network Solutions, Tustin, CA
Feb 1999 – Mar 2001
• Primary support for Novell, Microsoft Networks, VmWare and Citrix Xenapp at Fortune 500 companies in Orange County, California
• Network Engineer responsible for system configuration, communications, and installation of hardware, operating systems, and software applications
• Installed and maintained entire computer networks for major Southern California companies including:Mellon Financial, Mallinckrodt Medical, Shiley Medical, AJS Accounting Service, Online Connecting Point, Sandpiper Computer, Nadek, ARC, Farmers Insurance, Classic Homes, Horizon, Qualtek Manufacturing, Powell Manufacturing, RL Holdings, COACT, St. Joseph’s Hospital, Anaheim Memorial Medical Center, Computer Support Network and Manpower Technical
• Performed nationwide wireless network upgrade for The Sports Authority and Gart Sports on multi-tier network with over 1000 users
• Migrated St. Joseph’s Hospital from Novell and Lotus Notes to Windows 2000 Server with Exchange 2000 on multi-site network with over 2000 users
• Migrated Anaheim Memorial Hospital from Windows 98, NT Server, and Exchange 5.5 to Windows XP, 2000 Server, and Exchange 2000 on multi-site network with over 4000 users in Active Directory
• Designed and documented data and voice networks from the ground up.
• Trained customers and managers on system capabilities and usage
• Performed Systems Administration on Windows Servers and Clients for Local and Wide Area Networks
• Recommended and implemented network wide security management solution, including Firewall policies and configuration, router access-lists, and agent based network monitoring
• Administered and supported Citrix network environment for Classic Homes including building new Citrix servers and load balancing, as well as VmWare and Citrix Xenapp

Network Administrator (Masley & Associates)
Mallinckrodt Medical, Irvine, CA
Jan 1994 To Feb 1999
• Sole onsite IT support for 400 user network
• Managed all aspects of several network implementations including network planning, design, testing, documentation, deployment and maintenance of Novell and Windows based network systems
• Responsible for complete support, installation, maintenance and training for all network and system components
• Developed training and support plans for 400 user network
• Lead effort to migrate Novell based Microsoft and Lotus Notes servers with upgraded Windows NT based Exchange Servers to Active Directory. Included development and implementation of plan to provide remote access to e-mail and database servers via Windows NT RAS
• Administered Windows NT, Back Office, Exchange, RAS, AS400s, Lotus Notes, MAPICS, JD Edwards, Rhumba and Reflections, as well as VmWare and Citrix Xenapp

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