SUMMARY:

• Senior Software Engineer and Consultant with more than 16 years of full lifecycle development of CRM and BPM applications.
• Certified Salesforce.com App Builder, PegaWORKS Workflow Architect and Confidential Employee Portal developer within Financial, Healthcare, Government and Insurance industries.
• Experience in Agile and Waterfall development methodologies among others.
• Performed in programmer/ analyst, software and quality assurance engineer and project management roles.
• Effective critical - thinker with a demonstrable ability to rapidly learn new applications and processes, acquire new skills and quickly adapt to dynamic environments.

TECHNICAL SKILLS:

CRM/BPM Technologies: Salesforce.com and Force.com, Visual Force, PegaWORKS 4.2-8.1, PegaReach, Pega Correspondence, Confidential Employee Portal 4.0, Confidential Enterprise Application Server 4.0-4.5

Programming Languages: Apex, ASP.Net, Python, HTML, DHTML, XML, XSL, Java, JavaScript, CSS, SOQL, SSQL

Database: SQL 2000 - 2008, Oracle 8-10i, Access, PL/SQL

Development Tools: AppExchange, Visual Studio 2002.net - 2010, Pega workbench

Server Software: Windows Server NT- 2003, SQL Server 7.0-2012, Unix, J2EE, Web Sphere, IIS 6-7.0

Other: Macess Imaging System, Crystal Reports, Remedy ARS, Scribed Insight, Apex Data Loader

PROFESSIONAL EXPERIENCE:

Confidential

Senior Software Engineer, Hartford, CT

Responsibilities:

• Primary role as PegaWORKS Onshore Analyst for Production Support services and small enhancements
• Duties Review deliverables/support services from both onshore peers and offshore counterpart to insure quality deliverables.
• Production implementation, infrastructure checkout of software upgrades and other in-house application or standardization upgrades
• Primary resource for Application production support, production reports and Performance monitoring

Confidential

Salesforce Developer/Admin, Washington, DC

Responsibilities:

• Worked with company head and volunteer coordinator to define org-wide defaults, setting role hierarchy and customizing system settings for deploying Salesforce.com Non-profit for comparison to other CRM applications
• Customized Salesforce.com standard objects, fields, labels, page layouts.
• Created Reports and Dashboards to track Opportunity pipeline/Stages for Management visibility.
• Created and used Email templates in HTML and VisualForce .

Confidential

Salesforce Developer/Admin, Washington, DC

Responsibilities:

• Volunteer for different projects and in multiple capacities for the planning, designing, building and deploying Salesforce.com Non-profit Edition for various Non-profit organizations granted by Salesforce Foundation
• Administrative tasks included creating new user accounts, profiles and roles, configuring Data Loader, importing and/or exporting cleansed table data into .csv files
• Development tasks included creating Data Validation rules and Formulas as per business requirements.
• Created Workflow Rules to automate Tasks, Email Alerts, Field Updates, time-dependent actions and Outbound API Messages
• Created Reports and Dashboards to track Opportunity pipeline/Stages for Management visibility.
• Designed, and developed ApexClasses, ControllerClasses,extensions and ApexTriggers, for various functional needs in the application.
• Created Reports and Dashboards per management requirements.

Confidential

Senior Software Engineer, Westborough, MA

Responsibilities:

• Designed, developed and implemented new PegaWORKS components increasing the functionality of Word Correspondence workflows.
• Development included extensive GAPI/API development for mainframe transactions needed for enhancements and improved economy.
• New components and workflow code were compiled and prepared into release file and scheduled with customer.
• Participated in all phases of PegaWORKS software development lifecycle: requirements analysis, technical design, implementation, acceptance testing and support.

Confidential

Senior Software Engineer, Omaha, NE

Responsibilities:

• Primary task as Senior Software Engineer and workflow architect for reducing incident backlog of Evolve (PegaWORKS) application in development, testing and production environments.
• Reduction of incidents and bug-fixing required interviews with business analysts and end-users and investigation for non-existent or very poor documentation from previous developers.
• Secondary tasked as team lead of offshore resources to provide 24 x 7 production support of PegaWORKS application.
• Provided final peer-review and sign-off for all code-fixes before production project moves.

Confidential

Senior Software Engineer, Providence, RI

Responsibilities:

• Lead Workflow Architect and consultant for the resolution of incidents and trouble tickets of BlueLyncs Application (PegaWORKS) in Production, QA and Development environment. Over 300 Incidents, up to two years old, were reduced to zero within 5 weeks.
• Responsible for supporting Macess document and Remedy system including entering new items, bug-fixing, and design and development of enhancements.
• Completed three BlueLyncs enhancement projects moving to Production in 4, 6 and 8 weeks.
• Project lead for improvement of system/transaction speed of system. Including reducing the size of database by archiving 7 of the 10 years of contact data, improving efficiency of SQL statements and stored procedures as well as completely re-engineering entire workflows.

Confidential

Senior Systems Engineer, Washington, DC

Responsibilities:

• Programmer and consultant for the development of a complex MS Excel application comprising of multiple spreadsheets that facilitated the management and status reporting of SOX required restatement process.
• Configured MS Project to track restatement process and SOX compliancy for Confidential .
• Reported to Confidential department heads bi-weekly for status updates of team progress and recommended solutions.

Confidential

Salesforce Developer/Admin, Miamisburg, OH

Responsibilities:

• Migrated contact data from multiple contact management applications into Dataloader and ultimately into Salesforce.com.
• Customized Salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
• Authored and developed end-user Salesforce.com training documentation.

Confidential

Salesforce Developer, New York City, NY

Responsibilities:

• Migrated consolidated data from Access application into Salesforce.com application using Scribed Insight data integration tool.
• Imported over 1,500,000 contacts from 19 business units and several contact databases including Goldmine, Outlook, Act and Excel using Scribed integration adapter and data import tool for SFDC.
• Created custom objects, triggers, workflows and applications on Force.com platform using Apex and Visualforce.

Confidential

Senior Software Engineer, Worcester, MA

Responsibilities:

• Lead Engineer for gathering of requirements from client interviews and meetings with Commonwealth Public Safety officials.
• Designed and developed Access database application, “Traffic Stop Reporting System” to automate and store detailed information of all traffic stops in the Commonwealth of Massachusetts within given period.
• Created reporting functions that would show any patterns in the race of person stopped, localities with high stopping numbers and officers with high stopping numbers.
• Performed the testing with Senior Public Safety Officials.
• Prepared documentation including installation and user guide.

Confidential

Senior Software Engineer, Fort Lauderdale, FL

Responsibilities:

• Lead workflow architect/ developer in 'Dispute Transaction' system within PegaWORKS application
• Designed and developed workflows to imitate business processes from dispute initiation through resolution.
• Assisted project manager and business analysts to define business requirements.
• Managed and coached developers through their assignments through the development, testing and deployment phases.

Confidential, NA

Senior Software Engineer

Responsibilities:

• Training in Confidential CRM and Microsoft MCSD courses for five months to prepare for the initial development and support of enterprise-wide Confidential Employee Portal CRM.
• For initial phase, assisted consultants with design and development activities per requirements documentation.
• Developed multiple components for ASP.net based- Confidential application including CTI screen-pop component and programming for retrieving customer data based upon the ANI hit.
• Developed and administered SQL functions such as DTS packages, enabling, adding or inactivating contacts and customers to application.
• Maintained management, development and support responsibilities with all previous Pega applications.

Confidential

Senior Programmer/Analyst, Riverdale, MD

Responsibilities:

• Technical lead for the design and development of PegaWORKS problem tracking system for the financial application- Ca$hlink Government clearing house including SQL database design, authoring SQL statements and stored procedures.
• Maintained responsibility for continued Pega development and support for inbound and outbound call centers; included overseeing three programmer team.

Confidential

Senior Programmer/Analyst

Responsibilities:

• Developed PegaWORKS package ‘PegaCRM Private Banking’ for Confidential International Private Banking division office in London.
• Developed and customized Pega business-rules, SQL statements and stored procedures for Crystal Reports reporting software and interfaces with Tower imaging software and Citrix.
• Maintained responsibility for all PegaWORKS workflow development for inbound and outbound call centers.

Confidential

Programmer/Analyst, Riverdale, MD

Responsibilities:

• Programmer/Analyst on team that built a separate PegaWORKS application for our Outbound Call Center that imported customer records that had IRA/CDs that were maturing.
• The customer records were programmatically placed into workbasket of qualified operator who would contact customer.
• Implemented project requirements and Confidential initiative changes into PegaSystems application for the same.
• Continued with previous CTI Support responsibilities.

Confidential

CTI Support Specialist, Riverdale, MD

Responsibilities:

• Administrator for Confidential Direct Call Center applications such as TSAPI, CTI and call center recording equipment. Placed on internal call center committee to eventually choose new PegaWORKS CRM application for our inbound Call Center which increased efficiency and sales.
• Workflow architect for ATM/Debit Card requests/inquiries within existing inbound PegaWORKS application. This included creating new GUI’s, coding new business rules, and coding database and mainframe transactions. Also included was all documentation including test scripts.
• Programmer/Analyst on team that built a separate PegaWORKS application for our Outbound Call Center that imported customer records that had IRA/CDs that were maturing. The customer records were programmatically placed into workbasket of qualified operator who would contact customer.
• Implemented project requirements and Confidential initiative changes into PegaSystems application for the same.

Confidential

Customer Service Representative, Riverdale, MD

Responsibilities:

• Answered customer calls and provided them with answers to balance discrepancies, product information and research requests.
• Developed invaluable internal and external customer relationship skills, product knowledge and understanding of bank policies and procedures.
• Gained a solid understanding of automated banking industry such as overnight batch processing, online transactions, funds available, ledger balances, ATM transactions and Loan processing.