OBJECTIVE:

To create robust, dynamic, and intuitive applications that assist with Enterprise Level Call Center routing and reporting for fortune 500 companies.

SUMMARY:

• 12+ Years of experience in Information Technology
• 8+ Years of experience in IP Telephony
• I specialize creating robust, dynamic, and intuitive apps that assist with:
• Call routing, control and decision - making
• Call reporting and statistics, at queue, and agent level
• Analysis of Business Rules and Decision-Making
• Data Visualization and Statistics
• State of the art Customer Interaction
• Streamlining, automating and improving efficiency of business processes
• Finely-tuned reporting, tracking, and alerting
• Server / Database Management and Diagnostics
• Desktop / Web Utilities for Automation / Knowledge Share

SKILLS:

• Cisco Unified Contact Center Enterprise (UCCE)
• Windows 10/Server Editions
• Unix / Apple MacOS Sierra
• Linux CentOS 7 / Asterisk
• Google Chrome / IE iPad/iPhone/Android
• JavaScript ES6/ Vue.JS / ReactJS / Webpack
• ICM Script Editor / Cisco Finesse / Call Studio
• VueJS/Vuetify/Quasar
• ReactJS/Styled Components
• C# /.NET Core 3.0 / MVC / WebAPI / .NET Framework 4 / SQLKata / Dapper
• GIT/TFS
• Docker/VirtualBox/VMware/ESXi v7.0
• Asp.NET / Classic ASP / VBScript
• Linux/Unix Shell Scripting / Bash
• PowerShell / Cmdlets
• Python/Django
• Regular Expressions/Regex
• CSS/LESS/SASS
• MSSQL-Azure/CosmosDB/PostgreSQL/Elasticsearch/Mongo DB/Firebase/Azure
• REST / GraphQL / XML / JSON

TECHNICAL KNOWLEDGE:

• C# css
• AutoIT
• C++
• AJAX asp.net
• SQL
• JSON
• JQuery
• XML
• PHP
• Javascript
• Java
• Python
• Objective-C
• Windows Server 2008/2003, Windows 8, Windows 7, Windows XP, Vista, 2000, and 9x, NT 4.0 Workstation & Server.
• Red Hat, Fedora, SUSE, CentOS
• Snow Leopard, Lion
• Configuration Manager
• Automation and Streamlining entry of ICM Configuration
• Script Editor
• Custom ICM Routing using Database Lookup
• Web Applications
• CVP studio, VXML Server, Cisco Unified Call Studio
• Custom text to speech, and voice recognition call flows
• Customization of HDS / AW
• Custom Reports on TCD/RCD as well as other Real-Time and Historical Tables
• ICM Node Diagnostics Tools (Routers, Loggers, PGs, HDSs)
• Monitoring tools
• Hardware metrics reporting using ASP.NET (Graphs)
• Microsoft SQL - Built databases from scratch using custom schemas (tables, stored procedures etc.)
• Net Framework 4.5
• Web Applications (ASP.NET),
• Web Services,
• Windows GUI (Forms),
• Windows Services,
• IOS 6 (iPhone) - Can present data to iPhone via SQL or web service calls (Objective-C)
• Android 4.2 (JellyBean) - (Java)
• Asterisk - Open source call management via Linux & MYSQL / Python
• Cisco IPCC/ICM Enterprise v8.5-7.2Cisco Unified Call Manager v4-6, CVP/IP-IVR, Microsoft Visual Studio 2010/2008, Microsoft SQL Server 2008/2005/2000 , HP Integrated Lights Out, MS OFFICE 2003/2007/2010 Terminal Services, Active Directory, VERITAS, Dameware, Hyena, Hyperion, Norton Antivirus and Ghost Imaging, VMWARE Server, SysPrep, MCAFEE, Lotus Notes, Exchange 2003, SAP, Oracle, Visio, MSSQL, SMS Wise Installer Scripts, Batch Files, Auto-IT, Boot Disc Creation, Unattended Installs, C++ Object Oriented Programming, Answer file creations, Visual Studio, C++, MS Dos 6.22, Anti Virus/Software Firewalls, HTML, AS5400 Legacy Applications, IBM Personal Communications, Peregrine, Remedy, Hyperion, Business Objects, and other various software packages.
• HP DL380 Servers, AS5400 Series Voice Gateways, Cisco Catalyst 4500 Series Switches, Ingress Gateways/Gatekeepers, CSS Load Balancers, 3COM, XIRCOM, IBM, Intel, Netgear, Linksys, 10/100/1000 Hubs, Switches, Cisco Routers (both enterprise and consumer), Print Servers, Wireless Cable/DSLRouters and Modems, Wired/Wireless Cards (802.11x) using WEP, LEAP, PCI, PCMCIA, Cabling, Termination, and Patch Panels, Internal server repair of Motherboards, Power Supplies, Array Controllers, Hard Drives, Processors, and Ram.

WORK EXPERIENCE:

Sr. Software Engineer

Confidential, Aurora, IL

Responsibilities:

• Returned back to the company and was pivotal in transforming their flawed version to an iron clad reliable/stable release
• They ended up going with my prototype which ultimately became the core of their new version of the product, a Vue.JS frontend using a .Net Core v3.0/Entity Framework v3.0 Backend (Database Agnostic with migrations built for MSSQL/PostgreSQL/MySQL)
• Was sole developer on two groundbreaking projects/software modules to enhance the current version of the product
• A restful, flexible business rules engine (C# self-hosted windows service) that took many datapoints created by end users, also allowing them to build out logic/conditions from these datapoints through their web frontend. This engine would make decisions on many factors defined by the user in the system and trigger custom actions like sending email alerts, rest api requests to various platforms, send texts, invoke changes in call routing logic, etc.
• A tool within the application which allowed dynamic user-managed hierarchy of report structure right through the frontend. Though this tool a user could shape the data of a report in real time based on business needs
• Co-creator, maintainer of their Report Runner Windows Service which routinely queries for report data based off user entered schedules. The report runner generates, and sends emails of reports of various formats including PDF/Excel/Word/JSON/XML
• Created their graphing framework in the original project, and within the exports/emailed attachments send by the report runner.
• Sole creator/maintainer of the new version of their Report Runner built on .Net Core v3.0 with a restful self hosted MVC WebAPI stack built within
• Mentored others on the team in learning the new platforms and developed a custom build process for automated distribution of the software for QA and deployment
• Set up their new GIT server in CentOS, wrote up documentation for administration of the server and how to create new shared repositories etc.
• Wrote a Windows Forms app to interface with AutoTask Web API to enhance our team’s ticket handling experience
• Created a Windows Utility to transform XML scalar vectored graphics images paths to JSON for modular use with Vuetify/VueJS
• Built out the internationalization framework i18n/mixin within the new version of the application and trained others on the team on best practices
• Developed frontend side repository pattern using Vuex Modules for clear separation of concerns and easy maintained say for endpoint changes API side etc.
• Maintained Code First .net Entity Framework using Fluent API (Map files) as well as conventions using Attributes on Entity classes. Shaped data coming back from service classes in the MVC pattern using DTOs/Projections as well as anonymous types.
• Created numerous framework stacks API side within the new version of the .Net core API for handling common Entity Operations for changes to the Application Schema, SQLKata query generation for dot-net-ified manipulation of data on external datasources
• Attending Daily Scrum Calls to ensure commitments are being met, familiar with Agile Methodologies

Sr. Systems Engineer - Security

Confidential, Brooklyn, NY

Responsibilities:

• Supported and maintained software and firewall infrastructure for Palo Alto Networks including firewalls, and their Traps endpoint protection.
• Wrote API adapters in C# to pull data out into SQL from both the Palo Alto networks firewalls (usage data for HR) as well as their Steelhead network profilers (bandwidth usage and trends).
• Lead a statistical analysis project for validation of prior Lotus notes to exchange database migrations for making certain that each partner at the firm has their entire correspondence history for case matters.
• Automated their Microsoft Exchange 2013 backup process through writing a C# windows service that utilizes AlphaVSS, a wrapper dll that interacts with the Volume Shadow Copy COM/C++ APIs from Microsoft.
• Assisted Exchange admins with tools to automate configuration elements, such as mailboxes, send connectors, address spaces.
• Supported and troubleshooted issues with LogRhythm’s SIEM infrastructure
• Wrote an inactive log purge and replication process for LogRhythm Mediator server
• Developed a Exchange Message Tracking Browser Windows Desktop Application in C#/.net which interacts with Powershell to assist our Exchange admins with troubleshooting mail issues. The application searches every message in a split Exchange 2010/2013 environment and has full export capability.
• Assisted with setup of Splunk server for creating a search repository proof of concept. Set up Palo Alto firewall log forwarding policies to allow for Splunk to capture syslogs of network traffic, and installed Universal Forwarders on select MS Exchange Servers. Was able to aggregate data in from these various sources and display in Splunk’s respective applications for both Palo Alto Firewalls and Microsoft Exchange
• Wrote a Windows app to automate Exchange Mailbox folder migration for Firm’s litigation hold requests on specific correspondence. Tool interacted with Powershell to export selected folders to PST and back to another reserved litigation-hold mailbox.
• Assisted with legacy mail cleanup project to ensure all Lotus Notes database (NSFs) containing archived employee mail had been successfully migrated over to Exchange. Wrote various tools for automation of the Lotus Notes frontend to assist with extract and validation of archived messages. Ran analysis, created custom tracking tables, built custom stored procedures in SQL, and wrote convenient mailbox comparison web tool in ASP.net/C# to give a big picture view of where discrepancies lie.

Sr. Applications Consultant / Developer

Confidential, Naperville, IL

Responsibilities:

• Designed custom reports for big name clients of our organization. In one instance reproduced the clients reporting system from a previous Avaya implementation to an identical look and feel on our platform for use with Cisco UCCE
• Implemented Real-Time and Historical (Half Hour, Hour, Daily, Weekly, Monthly, Quarterly, and Yearly) reports for various clients of our organization. Lead implementation of reports both database (SQL) and application side (Asp.net/C#).
• Skilled at writing stored procedures to slice and dice data or grouping of data for summarization by objects, timeframes, data patterns, occurrences etc. Well versed with SQL aggregate functions for performing averages, mins, maxes on data to find key bits of information enabling very specific - useful reporting.
• Designed and implemented the entire Telerik-based graphing for our Confidential 5.0 product.
• Architected a multithreaded reporting engine as Windows Service in C# which allowed for it to be scalable. Wrote a thread manager class to allow for an unlimited number of threads so that the reporting engine's speed could only be constrained by the server's hardware specification.
• Implemented a very unique alerting solution within our Confidential 5.0 product which emails / FTPs UNCs files reports etc. only when certain conditions are met, i.e. thresholds have been breached. For example, when a customer service agent has been on the phone too long / handle time greater than 30 minutes. This alerting solution allowed for multiple summaries within the email to show more than one condition being met.
• Developed a one of a kind graph export solution for the rendering of client side JavaScript graphs, server-side using PhantomJS. This allowed the client side JavaScript to run within a virtual browser to render SVG (Scaled Vector Graphics) and convert the rendering to an image. End result allowed for export of client side rendered graphs from the Webserver embedded as images within PDF, Excel, and Word.
• Was the “go to guy” within the organization for help in creating data adapters to help aggregate various systems data into one large data warehouse. Parsed both flat file / delimited data for import to SQL as well as linked server data pulls using Stored Procedures.
• Was sole developer on creating an adapter to Cisco ICM /UCCE 10.0 API enabling the company’s application to create objects (Agents, Skill Groups, Call Types, Precision Queues) and editing other various configuration within Cisco’s Platform using REST over HTTP/HTTPS.
• Designed and coded file transfer capability within the companies reporting engine using the Windows Communication Foundation (WCF) allowing for encapsulation and serialization of data objects for transport through web service calls.
• Developed a unique data mapping web interface inspired by Call Manager to assign multiple hierarchical tags to various DNIS, call types and other various endpoints at a client's UCCE infrastructure at a time, to help the data become for meaningful for our Client's Business Analysts. These mappings drove a high level dashboard summaries complete with drill-ins, which showed low level event detail. These reports allowed managers and supervisors within Call Centers to “dial in” the granularity of the data, pinpointing where resource / workforce management issues had been occurring.
• Created an array of desktop GUI utilities for data integrity check on databases, time calculation, simulators of data generation for use with adapters and staging of data pulls, and configuration management.

ICM Developer

Confidential, Bloomington, IL

Responsibilities:

• Supporting ICM Enterprise 8.5 Platform in an On Call rotation for Confidential
• Developed home grown Windows Service in C# to monitor individual PG / Router / Logger / HDS processes for each one of our nodes, and send out email alerts if they should go down. Service works in an active / passive configuration similar to Native Cisco ICM services, with failover between HDSs. Application emails our team when PG goes down as well as repeat alerts at 10 minute, 30 minute and hour intervals.
• Developed RESTful WCF web service application to relay call data creating a home grown peripheral gateway
• Windows service application has ability to restart / failover services automatically should an outage occur
• Interfaced with TAC for support and guidance on best practices for maintenance and enhancement of the company’s HDSs, as well as log investigation of CTIOS/CTISvr/PIM/OPC.
• Supported PG connections to the company’s internal Avaya ACDs via the PIM’s CVLAN link to the Avaya AES server
• Bulk loaded thousands of VDNs into ICM as services for use in routing and reporting
• Created a custom CTI interface with CTIOS for use with web based agent screen pop applications in C# using the .net toolkit, and through web service interactions using SOAP using the CTIOS web-service WSDL
• Supporting and enhancing the Confidential RealDash product for ICM Real-Time and historical reporting in a very specific custom implementation for Confidential as an alternative to WebView and CUIC
• Expanded and customized Confidential RealDash 4.5 using complex SQL stored procedures, tables, views, functions, and triggers
• Set up CUIC (Cisco Unified Intelligence Center) in a VM, and created all sorts of custom reports, dashboards, and widgets
• Used custom written SQL stored procedures to summarize and normalize call data from the above tables using Joins, Inserts, Temp Tables
• Created an ANI tracking web application that identified repeat callers based upon their ANI in the Termination Call Detail, and allowed for custom notes and tags to be applied to unique ANIs calling into a specific DNIS or companywide.
• Created web based graphing applications using C# / Asp.NET / Office Web Components to show PG availability, calls offered, handled statistics in line graph form. Some of the more intense near-time graphs auto updated every 30 seconds.
• Created web applications which allow for the administration of ICM routing, and admin scripts through the use of DB lookups. As a result, operations can percent allocate dynamically based on what they specify via a self-service web page, as well as enabling alternate routing, admin schedules for hours of operation etc.
• Rolled up and summarized call data in different time intervals (Second, Minute, Half Hourly, Hourly, Weekly, Monthly, Quarterly, and Yearly) all with SQL stored procedures to massage data.
• Created custom C# /.net developed Web, GUI, or Windows Service Applications for reporting, alerting and custom call routing management interfaces calling these custom stored procedures created in SQL
• Created custom email alerting via custom written Windows Services and reporting with Excel, and PDF attachments of call data presented in any which way
• Created a custom web based call type mapping application to configure Confidential /Business Specific metadata and attribute to VDN, Skill Group, and Call Type data coming from the HDS. This allowed for easy, self-service, maintenance of the custom, business specific reporting and grouping of call data via RealDash.
• Created a custom intake / ticketing Windows GUI and web based application to help the team manage support issues, as well as new projects and feature enhancement / change requests.
• Worked hands on at Firms datacenter to install, repair upgrade, support, and deploy ICM / Call Manger servers
• Designed, developed, and implemented Cisco IPCC Enterprise 7.2 for a global collections firm.
• Installed and supported CUCC/ICM/CVP servers including Call Manager 4.2.3/6.1.2/ CVP 3.1/CTIOS 7.2/Cisco Desktop Services 7.2.1.
• Built and maintained ICM instances which included Routers, Loggers, HDSs, WebView, Client AWs, Gateway/System PGs, Publishers, Subscribers, TFTP, and Unity.
• Chaired and attended conference calls with clients such as Sprint, and Capital One to facilitate ICM Parent/Child instance configurations and discussed custom CVP/IP-IVR call routing.
• Created and tested CVP scripts including Skill Group routing within Script Editor.
• Responsible for providing complex call flows within CVP for various clients.
• Was a team lead on site migrations where segments of the business cut from Avaya/Nortel and utilized Cisco IP call center solutions.
• Oversaw cutovers from legacy Melita/Aspect/MMS Dialers to Cisco IP dialers.
• Supported call center operations handling which included troubleshooting Cisco Agent Desktop / Supervisor Desktop, CTIOS Desktop, WebView, and other Cisco end-user products.
• Wrote custom applications, which queried Cisco HDS data directly from SQL that allowed for convenient call reporting and agent statistical information. This information was provided directly to the Windows GUI using DLL/API calls for automation of Configuration Manager. These custom applications also helped pinpoint issues with agent configurations and extensions. These applications also created header files for bulk entry of data including device targets, dialed numbers, skill groups, call types, person and agent objects through Configuration Manager.
• I developed an automated health check application that tested the integrity of the IPCC/UCCE infrastructure on a daily basis.
• Resolved issues with PGs (CTIOS/CTISvr/Jtapi/PIM/PG-CCAgent), IPIVRs, CVP, Gateways, Gatekeepers, and Call Manager Including trunks, MTP, route patterns, CTI route points, application users, agent phone configurations, and PG user associations.

Technology Analyst

Confidential, Clinton, New Jersey

Responsibilities:

• Managed a wide variety of IT related projects including issue resolution and change control management.
• Change controls included laptop/BlackBerry deployments, new employee training and demonstrations of devices, and Network/AD/Email Account Creations.
• Network Share/SAN administration.
• Managed employee’s physical network connection at the switch. Supported custom business systems and engineering applications.
• Planned and supported a migration from Novell Netware to Windows 2000/XP Active Directory.
• Wrote custom batch files that were used company-wide for deployments such as VNC for remote troubleshooting.
• Used SMS/Tivoli to remotely administer client machines with regard to automated install/MSI repackages.
• Engineered a custom DOS based C++ application, for PC/Laptop imaging which provided a simple way of deploying hardware.
• Managed and maintained hardware images using Norton Ghost along with custom written applications.
• With my diverse automation skills, designed and simplified deployment procedures.
• Provided onsite support for AutoCAD, Microsoft Outlook, SAP, HP/Dell Hardware, and Terminal Servers.

Technology Analyst

Confidential, Parsippany, New Jersey

Responsibilities:

• Senior member of a team that managed a Network migration from Pfizer network to Cadbury including migration from Exchange to Lotus Notes.
• Maintained VERITAS server tape backups and restores.