SUMMARY

• Advance electronic engineering skills - from design through production.
• Experienced in management of switched and dedicated circuit WANs. Designed, sold, installed and maintained data-communication systems for the Trinidad and Venezuela financial/insurance/oil/steel/natural-gas communities.
• Advance software engineering/development skills - from requirement analysis though product delivery/maintenance.
• Advance C/C++ programming in Windows/Linux/Solaris/Unix.
• Advance Visual Basic/C#.NET/C++ programming with WCF/WPF experience.
• Advance SQL programming and query optimization.
• Advance knowledge of software patterns and practices.
• Advance CTI design, development, implementation and maintenance.
• Advanced IVR software development with NMS/Dialogic SDKs.
• Advance UI/UX design and knowledge of related concepts, including transformations from design to code implementation.
• Advanced knowledge of Genesys Platform SDKs and Aspect APIs
• Genesys Voice Platform implementation, development and support.
• Call center solutions architecture experience.
• XML/Web services development in C# and C++.
• Advance design and creation of user interface elements in Photoshop, and its transformation to WinForms and WPF objects.
• Technical versatility: electronic engineering, software engineering, application development, UI/UX design and datacom/network engineering.

TECHNICAL SKILLS

• Embedded
• Microprocessor
• PCB
• Digital
• Analog
• RF
• Firmware
• Hardware
• Software
• UNIX
• Windows
• LAN
• WAN
• Internet
• TCP/IP
• VB
• Visual Basic
• C/C++
• Programming
• SQL. ODBC
• ADO
• XML
• SOAP
• DOS
• OOAD
• UML
• Modems
• Muxes
• Trouble-shoot
• Repairs
• Training
• IBM

PROFESSIONAL EXPERIENCE

Confidential, PA

Senior Lead Architect

Responsibilities:

• Design and implement call center solutions in a Hosted Provider environment as well as AWS Cloud environment.
• Design and implement Genesys/GVP/Nuance in AWS FedRAMP environment.
• Resolve Genesys integration issues with Hosted Call Recording solution in Hosted/AWS environments.
• Resolve .Net FedRAMP/FIPS related issues in vendor applications.
• Design and implement Genesys Agent Proxy Composer based application
• Troubleshoot and resolve multiple Genesys/GVP/Nuance issues from SBCs through to Sip Servers, RMs, MCPs, Nuance Speech servers etc.
• Advance Eemaan implementation/scripting in a FedRAMP/FIPS environment.
• Splunk implementation/trouble-shooting in AWS FedRAMP environment.
• Advanced Splunk Dashboards development.
• Provide vendor feedback to resolve issues and improve their products.
• Propose novel/cost effective solutions for current and future product offerings.

Confidential, PA

IT Architect

Responsibilities:

• Design call center solutions in a Hosted Provider environment.
• Resolve issues with internally developed applications (Genesys Java & .NET SDKs) as well as tenant configuration problems.
• Develop SPDs for deployment/removal of tenant applications.
• Propose new application features to PMs.
• Custom developed Splunk applications.
• Complete Eemaan configuration suite POC.

Confidential, UT

Senior Genesys SDK Developer

Responsibilities:

• Upgrade existing codebase to latest Genesys SDK version.
• Enhance high availability feature set of Communicator application.
• Refactor CTI code to enhance application stability.
• Implement Genesys eServices (Chat & Email) via Platform SDK.
• Perform bug remediation.
• Propose new application features to business analysts/PMs.
• Train software engineers on CTI development.

Confidential, NJ

Senior Genesys CTI Developer

Responsibilities:

• Automating health checks in the call center environment for NICE, Genesys Infomart, Genesys WFM and Virtual Hold.
• Design and develop a multi-tier .NET Routing application for use by different LOBs on Genesys URS/Configuration servers.
• Advance Telephony Platform architecture/development for branch office softphone.
• Architecture review on ICR Gateway Removal project.
• Architecture review on Mobile Click To Call project.
• Code design of High Availability feature on CTI Bridge.
• Architecture review on enhanced VLOA project.
• Architecture review/work on new CTI libraries for softphone and attendant console.

Confidential, Bethlehem, PA

Senior Software Developer

Responsibilities:

• Genesys Datamart reporting solution development.
• VB.NET/C# programmatic access to Genesys Framework components and its servers (TServer, Config Server, Stat Server etc.).
• C#/MEF/LINQ to XML multithreaded development of advanced UI softphone/screen pop application for Genesys, Avaya, Siemens and Cisco CUCM PBXs.
• ASP.NET/C#/LINQ to SQL Web based development of data directed call routing application.
• C#/WPF/LINQ to XML multithreaded development of Readerboard statistics application for HDTVs in call centers.
• C# multithreaded development of desktop based statistics application.
• C# multithreaded development of Citrix based softphone/screen pop application.
• C# development of Wallboard WCF messaging application.
• Advanced C# multithreaded animated UI custom controls development for Windows GDI and WPF applications.
• Data driven C#/LINQ to SQL applications with Oracle and MSSQL databases.
• Web application development for data driven Genesys call routing.
• Production support of Genesys SIP servers, IVR servers, T Servers, Universal Routing Servers, Genesys Framework components, NICE call recording and Impact 360 workforce management systems.
• Genesys Agent Desktop with Java/AIL customization.
• Genesys Voice Platform development and support.

Confidential, Warren, NJ

Senior Technical Analyst

Responsibilities:

• C++ programming in UNIX and Windows environments. VB.Net/C# programming in Windows environment.
• CTI data directed workflow development for Aspect Contact server.
• ASP.Net development with C#/VB.Net/Javascript/AJAX.
• Oracle SQL interfacing via ODP.Net in C#/VB.Net.
• Custom control development with C#.
• Multi-threaded extension dll development in C++ for CTI screen pop.
• Web based database driven reporting with Oracle. ETL query development/optimization.
• Advanced .Net Remoting based diagnostics for CTI.
• Enterprise level call control development in C++ for Rockwell/Aspect ACDs.
• C coding of IVR modules to communicate with IBM CICS servers.
• CTI dynamic link library interface development with Cisco ICM.
• CTI code development to facilitate inter-site and cross company transfers with data and complete call control.
• Web services development to facilitate transfers into/from Genesys hosted environment with call data.
• CTI development of transfers back into the voice portal (Nortel MPS) with call data.
• CTI development to facilitate agent notification of last actions performed by customers in the voice portal.

Confidential, Philadelphia, PA

Senior Software Engineer/Developer

Responsibilities:

• C/C++ programming in UNIX and Linux environments. VB programming in Windows environment.
• Advanced UNIX systems programming - sockets, semaphores, interrupts, message queues, threads, mutexes and daemon processes.
• Entity Relationship Modeling for MySQL and MS SQL servers. Normalization to at least 3NF and query optimization.
• Database replication, data conversion and server performance tuning.
• UML modeling with forward/reverse code engineering.
• Wrote socket code for real time credit card and ACH transaction processing.
• Wrote Call Center code for real time one-on-one and two-on-one conferences with Dialogic and Vendetta hardware.
• Wrote supervisor application for monitoring and coaching agents in the call center.
• Architect and wrote real time ACD for call center.
• Wrote standard function library - date arithmetic, socket abstraction, string manipulation, configuration files, logging etc.
• Wrote heartbeat daemon with email notification to monitor network health of credit card/ACH processors. Allows IVR applications to continue operating in event of failures.
• Wrote real time blocking/limiting of credit cards and ANIs.
• Wrote real time DNIS diverter.
• Wrote rebooting code for IVR processors in remote cities.
• Wrote real time ANI scrubbing code with SOAP.
• Wrote curses based application for ANI/credit card blocking/limiting.
• Wrote VB interfaces for ANI/credit card blocking/limiting and call center administration.
• Wrote VB application for switch administration.
• VB database programming with ADO and ODBC.
• VB API programming with GDI, MAPI etc.
• Graphic design for all UI elements.
• Source level debugging with various tools as well as network packet analysis with Sniffer, Observer and Ethereal/WireShark.
• Developed IVR applications with NMS/Dialogic SDKs.