SUMMARY:

• Results - oriented Senior Principal (Web and Windows) .NET Developer with comprehensive experience delivering IVR and Telephony solutions for Call Center environments.
• Specialized in building applications for Customer Relationship Management Systems (CRM). Expertise in developing customized solutions that streamline reporting, eliminate integration gaps or system “hiccups”.
• Proficient in developing interface applications between Confidential and Cisco CTI environments and report generation through Confidential ICON database. Versatile professional with keen ability to develop applications that increase productivity and streamline operations. Fluent in Russian, Swedish, and English.

TECHNICAL SKILLS:

Microsoft Expression: Encoder 4.0 for Video/Audio Stream, Confidential WFM, eAspect WFM, IEX (TotalView WFM), Confidential WFM. Design and created WFM InfoBridge in 2002 that works with Confidential Multi-Channel and Cisco Voice Environments, later the design was inherited and implemented in Confidential GPlus Adapter by Aria; Confidential Framework (routing, reporting), Confidential Multimedia, Confidential Intelligent Work Distribution iWD, Confidential Interaction Workspace iWS, Confidential Omnichannel integration, GAD, Confidential SIP Server, Confidential Interaction Recording, Avaya, Nortel, Siemens, Rockwell, and Aspect PBXs, Confidential Alcatel, Cisco Call Manager IPCC, UCCE and UCCX, CCPulse, ICON/Infomart & Insight (8.1.100.30 ), Confidential Portal, CCAnalyzer, Confidential SDK 7.6 and 8.1, Confidential Administrator, configuration Manager, Solution control Interface, Integration Routing Designer (IRD) version 7.6 and 8.0, Created Business Process using UR 8.0, Multimedia Implementation/Architecture skills(Installation and configuration, Agent Interaction SDK 8.1 for Email and Chat, Confidential products for routing and presenting Email and Chats, Developing an Agent Desktop in Java/.NET), Cisco CUCM, Real-Time stream to Wallboard & Reader-board.

MICROSOFT VISUAL STUDIO .NET: Visual Studio .NET 2010/2015 in VB.NET (VB6 SP5), C#, J#, ASP.NET, Java Scripts, Windows Communication Foundation (WCF), Model View Controller (MVC), Windows Presentation Foundation (WPF 2010), Silverlight 5, Windows Services 2008/2012, ADO.NET, COM+, MS SQL 2008/2012 with Reporting Services, Oracle 6-12, PL/SQL, Angular and JIRA.

PROFESSIONAL EXPERIENCE:

Confidential, San Diego, California

Sr. Senior Principal

Responsibilities:

• Deployed Real-Time Statistics Service (RTSS). Real-Time visibility to agent activities, schedules, metrics, and productivity is critical to running a successful business. Juggling the integrations behind the monitoring and reporting that enables that visibility is a messy business.
• Like Aspect's RTA application, the RTS service connects the tools behind the scenes and can run complex calculations in memory, relieving strain from other systems ( Confidential, Cisco, ININ, Aspect). This enables other applications like RTA and ISC to run by leveraging this service. These services working together produce customizable reporting that aggregates data across Confidential, Cisco, ININ or Aspect (current integrations) to combine agent activities and agent schedules.
• Created Confidential Staff Counting Web Applications. It is graphic Web Application using Aspect eWFM Web Service connectivity

Confidential, Carson City, Nevada

Sr. Principal Web Developer

Responsibilities:

• Senior Confidential SDK Developer and Real-Time and Historical Reporting at Wittel (Brazil).
• Chief Architect to create “The Universal Reporting Solution” in Microsoft Visual Studio .NET using WPF, Silverlight 5, MVC with Microsoft SQL 2012. It is a comprehensive reporting engine that provides intelligent insight about Call Center traffic. The solution allows completing and truing real-time picture of every component of the Call center, consolidate information from all routing platforms and receive complete and fully customizable information tailored to Call Center Business.

Environment: Visual Studio .NET 2010/2013 in VB.NET, C#, ASP.NET, Java Scripts, WCF, MVC, WPF - 2010, Silverlight 5, Windows Services 2008/2012, ADO.NET, MS SQL 2008/2012 with reporting services.

Confidential, SIA, Riga, Latvia

Sr. Principal Web Developer

Responsibilities:

• Working with Aspect WFM, IEX, Confidential WFM and Confidential WFM that included (Deliver weekly adherence reports for all sites; Deliver the configured WFM application for staff scheduling and forecast needs, multisite activities for all three media (voice, email, chat); Deliver the updated scheduling database and forecasting models, published staffing forecasts, and reports for performance, schedule and adherence).
• Created business processes which direct the handling of multimedia interactions using UR (8.0). Created routing strategies and business processes using Interaction Routing Designer ver. 8.0

Environment:

• Visual Studio .NET 2010/2013 in VB.NET, C#, ASP.NET, Java Scripts, WCF, MVC, WPF - 2010, Silverlight 5, Windows Services 2008/2012, ADO.NET, MS SQL 2008/2012 with reporting services.
• Oracle 6-12, PL/SQL, Confidential Framework ver. 8.1 (Routing, Reporting Infomart & Insight) with Voice/Chat/Email.

Confidential, Torrance, CA

Sr. Principal Developer

Responsibilities:

• Uses Confidential SDK to monitor and capture all events occurring in extensions, positions, queues/VQs of Confidential T-Server and Interaction Server.
• Provides a variety of preconfigured historical and real-time web-based with graphic interface.
• Produces real-time stream of data that can be custom formatted and broadcasted to any 3rd party apps (wall boards, WFM, reporting tools, CRM).
• Integrates SSG repository with any customer database or CRM for seamless data migration.
• Serves as a bridge between Confidential environments and any WFM platform by providing real-time stream and aggregated historical reports in any time interval.

Environment: Visual Studio .NET 2010 in VB.NET, C#, ASP.NET, Java Scripts, WCF, Windows Services 2008, ADO.NET, MS SQL 2008 with Reporting Services, Confidential Framework (Routing, Reporting Infomart & Insight).

Confidential, Carson City, Nevada

Sr. Principal Developer

Responsibilities:

• Chief Architect to developed unique reporting solutions for small to medium size call centers. Increased performance and system efficiency for Cisco/ Confidential environment.
• Directed architecture and development efforts for applications that support call center environments across established market segments.
• Architected and led telephony or call center development solutions for global clients and Confidential partners.
• Integrated “Customer Interaction Softphone Application” into call center environment for customer data including contact history

Environment:

• Visual Studio .NET 2010 in VB.NET, C#, J#, ASP.NET, Java Scripts, WCF, Windows Services 2008, ADO.NET, MS SQL 2008/2012 with reporting services, CTI J2EE, Oracle 6-12, PL/SQL, Confidential Framework (routing, reporting), Confidential Multimedia.
• Confidential Agent Applications, GAD, GPlus, Confidential SIP Server, Avaya PBX, Cisco CUCM, Real-Time stream to Wallboard & Reader-board, Confidential Interactive Insights (8.1.100.30 ) and Infomart.

Confidential, Daily City, California

Senior Software Developer

Responsibilities:

• Designed call center reporting for Confidential release 7.6 and 8.0 pulling data from Icon database.
• Led program development for CME Windows Applications for call center report data transfers; daily updates from Icon Database to historical database.
• Directed development efforts for web management tool that integrated call center reporting solutions with front end dashboard.
• Built system using ASP.NET framework 3.5 in VB.NET, C#, J#, Java and MS SQL Server 2005; reporting service used MS SQL 2005 for back-end system.

Environment:

• Windows Server 2003, XP, Vista, MS SQL Server 2005, Oracle, UNIX

Confidential, Carson City, Nevada

Senior Principal Developer

Responsibilities:

• Architected and led telephony or call center development solutions for global clients and partners including Confidential.
• Integrated “Customer Interaction Softphone Application” into call center environment for customer data including contact history
• ICM (scripting), ICPP, Verint (Blue Pumpkin), INOVA or Texas Digital reader boards, IEX and speech recognition
• Customized solution comprised multiple touch points such as IVR, chat, email along with web connection.
• Developed middleware for interface and database to deliver implemented workflow that supported stare of the art call center functionality.
• Designed and implemented Cisco IVR and Confidential IVR overlap within “Telephony Bridge” program. System changes allowed calls and data to be transferred across system without defect or hiccup.
• Led Confidential project that integrated centralized enterprise reporting component between Confidential and Cisco. For 40,000 agents call center.
• Delivered leading edge Cisco/ Confidential integration program that transferred data to Workforce Management system for historical or real time reporting.
• Built Collection Services solution ensuring data integrity within the Confidential Stat server and call concentrator environments.
• Collaborated with development team to build system from the ground-up; program was rolled-out across world class organizations globally.
• Creating Reporting Engine for Cisco IPCC and deployed at Confidential and Confidential. Application was written in VB.NET Framework 3.5

Environment: Windows Server 2008 and Database on MS SQL Server 2008, UNIX, Oracle, .NET, SOAP calls, Java, XML, CMST COM, DCOM, TCP/IP, Confidential T-Server/Cisco PG, ACD, PBX

Confidential, Chicago, Illinois

Principal Developer

Responsibilities:

• Directed 3 developers to design and integrate a customized Confidential cockpit application supporting call center environments relevant to CSR desktop solutions.
• Built n-tier IIS application utilizing HTML and visual basic; system runs on basic front-end rules command through web server.

Environment: Windows Server 95/98/2000 OS, MS SQL Server, Windows 2000, Lucent G3 switches, Confidential CTI, Inter Voice IVR, Oracle 8.01, ADO 2.5, ASP, HTML, DHTML, WEB Class, COM+