SUMMARY:

• Senior Software Engineer and Consultant with 18 years of full lifecycle development of CRM and BPM applications. Portfolio of applications includes Pegasystems, Salesforce.com and Onyx within Financial, Healthcare, Government and Insurance industries with experience in Agile and
• Waterfall development methodologies among others. Performed in programmer/ analyst, software, quality assurance engineer and project management roles.
• Effective critical - thinker with a demonstrable ability to rapidly learn new technology, systems, software and processes, acquire new skills and quickly adapt to dynamic environments.

TECHNICAL SKILLS:

CRM/BPM Technologies: Salesforce.com (Certified ADM-201) and Force.com, VisualForce, PegaWORKS 4.2-8.1, PegaReach, Pega Correspondence, Onyx Employee Portal 4.0, Onyx Enterprise Application Server 4.0-4.5

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

Database: SQL, Oracle 8-10i, Access

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

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

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

PROFESSIONAL EXPERIENCE:

Confidential, Hartford, CT

Senior Software Engineer

Responsibilities:

• Primary role as Senior Software Engineer and Onshore Analyst for Production Support, services and enhancements
• Primary resource for Application production support, production reports and Performance monitoring
• Lead resource to provide Pegaworks and knowledge transfer sessions for offshore developers and support staff
• 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

Confidential, Westborough, MA

Senior Software Engineer

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, Omaha, NE

Senior Software Engineer

Responsibilities:

• Primary task as Senior Software Engineer and workflow architect for reducing the incident backlog containing over 300 outstanding issues from 2 previous and one current release 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, Providence, RI

Senior Software Engineer

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.
• Privileged to take over 3 uncompleted BlueLyncs enhancement projects. The projects went to Production in 4, 6 and 8 weeks respectively and I was assigned to lead a new project to improve the speed of system. This included reducing the size of database by archiving 7 of the 10 years of contact data, improving efficiency of SQL statements and stored procedures completely re-engineering entire workflows.

Confidential, Washington, DC

Senior Systems Engineer

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 Fannie Mae.
• Reported to Fannie Mae department heads bi-weekly for status updates of team progress and recommended solutions.

Confidential, Miamisburg, OH

Senior Software Engineer

Responsibilities:

• Migrated contact data from multiple contact management applications into Dataloader and ultimately into Salesforce.com.
• Customized Salesforce.com application including adding, deleting and updating tabs, fields, labels to reflect their business requirements.
• Authored and developed end-user Salesforce.com documentation.

Confidential

Senior Software Engineer

Responsibilities:

• Exported customers’ contacts from multiple contact management applications into Access application for cleansing and preparing data for consolidation.
• Migrated consolidated data from Access application into Salesforce.com application using Scribed Insight data integration tool.
• Imported over 500,000 contacts from 19 business units consisting of several contact databases including Goldmine, Outlook, Act and Excel using Scribed integration adapter and data import tool for SFDC.

Confidential

Senior Software Engineer

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

Responsibilities:

• Lead workflow architect/ developer in a start-up project of '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

Senior Software Engineer

Responsibilities:

• in ONYX CRM and Microsoft MCSD courses for five months to prepare for the initial development and support of enterprise-wide ONYX Employee Portal CRM.
• For initial phase, assisted consultants with design and development activities per requirements documentation.
• Developed multiple components for ASP.net based- Onyx 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

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 Riggs 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

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 Y2K initiative changes into PegaSystems application for the same.
• Continued with previous CTI Support responsibilities.

Confidential

CTI Support Specialist

Responsibilities:

• Promoted to Administrator of Confidential 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.

Confidential

Customer Service Representative

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.

Confidential

Salesforce.com Developer

Responsibilities:

• Role is to provide technical and project management expertise to non-profit organizations as pro-bono consultant.
• Work closely with client on Salesforce.com project plan consisting of Scope, Timeline, Communications and Task Lists.
• Develop applications and custom objects on the Force.com platform including data migration, development of summary and matrix reports and custom dashboards.
• Extend Salesforce.com capabilities by utilizing tools from AppExchange, workflow development involving programming VisualForce pages, including Apex coding.
• Develop materials for the client’s SFDC administrators and developers.

Confidential

Salesforce.com Developer

Responsibilities:

• Consulted with management to discuss the organizations needs and requirements with respect to the features and version limitations of the non-profit version of Salesforce.com.
• Developed project plan and created development documentation.
• Configured non-profit version of Salesforce.com application, including custom objects, workflows, APEX programming and VisualForce pages.
• Set up User IDs for team, imported existing contact data and provided demo to management.