SUMMARY:

• Project Management
• Services Delivery Management
• QA Analysis
• Business Systems Analysis
• Systems Design & Development
• Release Management
• Voice User Interface Design
• Experience with intake, technical assessments, services delivery management for Data Management products (Informatica, Oracle) and Business Analytics products (SAS, Business Objects, Cognos, Tableau).
• Experience with Easy Vista intake/technical assessment management tool.
• Experience with creating timelines and work schedule, monitoring milestones and deliverables, providing progress report to management, identifying issues, developing workarounds and communicating to leadership.
• Experience with release management tools: Rational Team Concert (RTC), Developer Release Item (DRI) tool, Remedy.
• Experience in gathering and understanding business requirements, assessing the system and application impacts, and translating the business requirements into intuitive design solutions.
• Experience with writing use cases, user experience requirements, creating functional specification design documents, detailed design documents, creating logical flow and system diagrams in Microsoft Visio.
• Experience with business requirements analysis and design of Call Center Telephony - IVR systems, front-end Customer Care and Retail systems - PC and tablet applications.
• Knowledge of product requirements management tool - Blueprint.
• Strong problem solving and analysis skills.
• Strong skills in Microsoft Office products (Word, Excel, PowerPoint, Visio, MS Project).
• Experience with HP Quality Center, Rational ClearQuest, Jira, manual testing, writing and executing test cases and scenarios, ensuring requirements coverage of test cases, troubleshooting issues during test execution.

TECHNICAL SKILLS:

Systems / Technologies: Call Center Telephony - IVR systems (Nortel - MPS 500, MPS 1000; Periphonics VPS/IS; Avaya - IR 1.2.1, IR 1.3, IR 3.0, Avaya Conversant V6, V7, V8; Genesys Voice Platform (GVP) 7.2; Cisco Customer Voice Portal (CVP); IBM WebSphere Voice Server 5.1.3, 6.1, IBM WebSphere Voice Response for AIX with DirectTalk V4.2; Intervoice).

Programming Languages: Java, JSP, ASP, .NET, Perl, CGI, JavaScript, XML, HTML, C, C++, C#, Unix Shell Script, Visual Basic for Applications (VBA) 6.0, Matlab, TMS320C50 DSP assembler language, Basic, Fortran, VHDL.

Operating Systems: Windows 8, 7, XP, Vista, NT, 2000, 2003, 98, 95, Unix, AIX, Linux, MS-DOS.

Application / Web Servers: JBoss 4.0, WebSphere 5.0, WebLogic 9.1, Apache Tomcat 5.0, 5.5.

Databases: Oracle 8.0, 8.1.7, 9i, 10g, Microsoft SQL Server, MySQL, Sybase, Microsoft Access, Informix.

Software Tools & Middleware: Visual Studio 2010, Eclipse, Java JDK 1.5, J2EE 1.2.1, J2SE 1.5, Web Services, Apache Axis 2, Java DatabaseConnection (JDBC) API, Nortel Java Services Bridge (JSB), Vonetix, TN3270, TAS, Goldwave, PSPICE, LeditMentor Graphics, AutoCAD, FPGA.

IVR Development Tools: Nortel Service Creation Environment (SCE) 1.0.6, 1.0.7, Nortel MPS Developer 3.0, Nortel Web-Based VoiceApplication Development Suite (WVADS), Nortel MPS Studio, PeriProducer 2.3, 3.0, PeriStudio, Avaya DialogDesigner 3.1, 4.1, Eclipse 3.2, 3.3, Avaya IVR Designer 5.2, Avaya Voice@Work 5.2, Avaya Scriptbuilder, CiscoAudium Studio 3.3, 5.2, Cisco Customer Voice Portal (CVP) Studio 3.0, 7.0, Cisco Customer Response Solutions(CRS) Editor 4.5, IBM WebSphere Studio 5.0, IBM Rational Application Developer (RAD) 6.0, 7.0, IBM VisualAge 3.0, State Tables for IBM WebSphere Voice Response for AIX with DirectTalk 4.2, Genesys Studio 7.2,Nuance V-Builder 1.2, 2.0, Syntellect Vista IMR 4.0, Edify Voice Studio, InterVoice-Brite InVision Studio 2.0, 4.0,VoiceXML 1.0, 2.0, CCXML 1.0.Intake / Technical Assessment / Service Delivery / Release Management Tools:

PROFESSIONAL EXPERIENCE:

Confidential, Pleasanton, CA

Project Manager / Release Manager

Responsibilities:

• Performed release management tasks for eCommerce deployments.
• Reviewed, assessed and managed change tickets.
• Attended release management and deployment calls and communicated status to stakeholders. Troubleshooted deployment issues.

Confidential, Pleasanton, CA

Solution Design Consultant / Business System Analyst

Responsibilities:

• Co-authored Logical Solution Design Document for National Small Group Sell & Renew project for New Customer Setup, Prospective Quoting, Renewal Generation, Renewal Quoting and Plan Changes.
• Facilitated and attended meetings with stakeholders for requirements gathering, gap analysis, Confidential sessions.
• Performed various tasks including data mapping, business requirements analysis, analyzing gaps between requirements and system capabilities, technical documentation.
• Worked closely with development lead and solution architect on gathering technical specifications of the systems and designing solutions.

Confidential, Pasadena, CA

IT Project Manager / Services Delivery Management Lead

Responsibilities:

• Processed intake and technical assessments of new application setup requests for Data Management products (Informatica, Oracle, SAS) and also managed existing requests for Business Analytics products (SAS, Business Objects, Cognos, Tableau).
• Managed requests in Easy Vista tool. Used Remedy to open work orders.
• Created Memorandum of Understanding for each request, approved by customer and platform manager. This document contains the product and services details, financial details and labor cost estimates, roles and responsibilities, assumptions, risks, and service level agreements.
• Acted as liason - Service Delivery Lead between Informatica/Oracle/SAS/Business Analytics teams and the customers.
• Provided weekly report to the team and the leadership management teams on s, issues, updates and next steps for service requests.

Confidential, Pasadena, CA

Release Coordinator / Project Coordinator

Responsibilities:

• Processed work orders, developer release items and deployment items through release management stages.
• Analyzed Quality Center reports on national defects and performed defect management duties.
• Produced and analyzed release management metrics reports.
• Acted as liason between development teams and deployment teams and as lead release coordinator.
• Provided knowledge transfer on release management to other consultants.
• Analyzed deployment log reports and worked on synching the deployment log with the developer release item tool.
• Used Remedy for writing work orders, Rational Team Concert (RTC) for processing developer release items, DRI (Developer Release Item) tool for processing deployment items through release management steps, Quality Center for defect analysis and management.

Confidential, Pasadena, CA

Solution Design Consultant

Responsibilities:

• Provided detailed review and assessment of service requests, gathered additional details for completeness, and submitted service requests to Architecture Review Board for analysis and alignment among all stakeholders.
• Facilitated discovery sessions between vendor, business and IT resources to discuss any questions and concerns and to review designs.
• Performed project manager and project coordinator duties in the absence of project manager and in supporting project management tasks and activities.
• Worked with KP-IT and vendor resources and business stakeholders in design activities, requirements gathering and clarification, issues resolutions.
• Facilitated post implementation checkpoint meetings for status of issues raised during release deployments and validation testing.
• Provided IVR impact and requirements analysis for Mixed Accumulation project.
• Acted as project lead for establishing the monthly extract for new providers, facilities and departments for various regions.
• Provided IVR design expertise in IVR related service requests, Nuance speech tuning, IVR optimization project, Pharmacy IVR performance testing and reporting.

Confidential, Santa Ana, CA

Project Coordinator / Business System Analyst

Responsibilities:

• Analyzed business requirements for enhancing formulary systems.
• Provided technical and gap analysis of formulary system architecture, backend and frontend systems.
• Provided data analysis of how it is being used by various applications.

Confidential, Atlanta, GA

Project Coordinator / Business System Analyst

Responsibilities:

• Performed detailed analysis of functionality enhancement requests and delivered high-level and low-level solution design for small to large projects. For example: EIP (Equipment Installment Plan) Improvements, Automatic Enrollment to Paperless Billing, etc. Identified, evaluated and developed design solutions and procedures that are cost effective and meet user requirements.
• Acted as a liaison between the user community and internal IT resources.
• Provided technical system design recommendations to meet business and functional requirements.
• Translated business and user requirements into comprehensive functional specification and technical specification documents that included elements such as:User Stories,Decision Flow Diagrams,Sequence Diagrams,Use Cases, Service Orchestration/Mappings.
• Worked with Architecture, Development, Middleware, User Experience and Billing teams to facilitate implementation of required changes to frontline system (Quikview).
• Supported new software releases/deployments as scheduled by company.
• Collaborated with IT and business teams to test, deploy and verify requested system changes.
• Attended business requirements meetings to determine potential impacts to front-end Customer Care and Retail systems.
• Attended development team meetings to answer design and business requirements related questions.
• Provided accurate estimates of effort and timelines for completion of assigned tasks and workload to achieve deliverables and goals.
• Created and delivered effective oral presentations to a variety of audiences.
• Regularly conveyed status to stakeholders and management.
• Assessed the impact and feasibility of new requirements/applications on existing IT Infrastructure.
• Gained experience with multiple functional areas including Customer Account Maintenance, Activations, and Billing in both Prepaid and Postpaid environments.
• Guided the QA teams in understanding the business requirements for testing. Reviewed and approved the test cases and scenarios created by the QA teams and ensured requirements coverage of test cases. Addressed the issues found in QA testing and resolved the issues in a timely manner.
• Worked on various production support and QA (quality assurance) testing tickets related to front-end Customer Care and Retail system (Quikview) issues. Used HP Quality Center and Jira for tracking the defects.
• Gathered and interpreted complex data to find solutions to various technical problems.

Confidential, Atlanta, GA

IVR Business System Analyst / Technical Project Lead

Responsibilities:

• Provided systems analysis and design of IVR system and provided production support.
• Performed analysis of the business needs, feasibility assessments, business requirements gathering and translated business requirements into IVR design solutions. Provided analysis for IVR system by conducting Use Cases, User Stories, Service Orchestration/mappings, Decision Flow Diagrams and Sequence Diagrams.
• Designed and developed Claims IVR application in MPS Developer (PeriProducer).
• Maintained the IVR vocabulary and phrases in MPS Studio (PeriStudio).
• Provided support and maintenance for MPS 500 IVR system.
• Performed project management duties: created timelines, project plan, work schedules, tracked milestones, identified issues, developed workarounds, provided progress report to management and stakeholders.
• Provided QA support for IVR system: writing and executing test cases and scenarios, troubleshooting issues.
• Guided the QA team in understanding the IVR functionalities for testing. Reviewed and approved the test cases and scenarios created by the QA team. Performed troubleshooting of the issues found in QA testing and helped resolve the issues in a timely manner.
• Provided production support for Underwriting and Claims IVR, .NET web applications.
• Mentored staff on IVR technologies, Voice User Interface design, IVR application development.
• Developed a desktop application for Producer routing in .NET C# in Visual Studio 2010.
• Worked on various production support tickets related to web site issues by implementing fixes in .NET C#.

Confidential, Alpharetta, GA

Systems Analyst / IVR Operations Specialist

Responsibilities:

• Maintained Microsoft Visio call flows for HP IVR application products.
• Documented various IVR operations procedures for the Contact Center Operations team.
• Performed thorough analysis of business requirements in each service request and delivered IVR code changes in a timely manner to have the new functionalities work as expected.
• Performed troubleshooting on incidents related to call transfer issues, and involved Verizon when the issue was not IVR related but was instead Network/phone Company related.
• Deployed GRXML grammar changes into production Tomcat 5.5 web application servers.
• Used stored procedure calls in various Dialog Designer applications to access customer PIN lookup SQL database tables via JDBC (Java Database Connection) API and JDBC type 3 driver.
• Performed thorough unit testing and tuning of IVR applications and speech recognition and assisted with the quality assurance (QA) testing and user acceptance (UAT) testing.
• Developed and tested sample applications in Eclipse 3.3, Dialog Designer 4.1.9 and VoiceXML 2.0 to test different IVR application functionalities.
• Utilized Tomcat Manager to deploy Dialog Designer web archive (war) files and administer web applications.
• Performed analysis of web-based daily call detail IVR reports and performed analysis of IVR call traces when trying to reproduce the reported issue and resolved the problem based on the findings.
• Collaborated with the offshore teams in resolving production support issues.
• Provided instruction and tutoring to other HP employees on developing Dialog Designer speech applications.

Confidential, Lincoln, NE

Business System Analyst / Technical Project Lead

Responsibilities:

• Performed thorough analysis of the business needs, gathered and translated business requirements into well-architected and integrated IVR design solutions.
• Developed call flow design using Microsoft Visio 2007 for IVR applications that service a variety of departments at the State of Nebraska.
• Facilitated weekly meetings with customers to develop and document IVR business logic, menus, prompts and all design specifications using Voice User Interface (VUI) best design practices and IVR industry standards.
• Developed speech enabled multilingual IVR applications (English and Spanish) for Department of Revenue and Department of Health and Human Services using Nortel Service Creation Environment with Eclipse.
• Used stored procedure calls in Revenue application to access refund status SQL database via JDBC (Java Database Connection) API and JDBC type 3 driver. Used JDBC based stored procedure calls to read DHHS DB2 database. Connected to Revenue use and sales tax web services via Apache Axis 2 to read tax status.
• Performed thorough unit testing and tuning of IVR applications and speech recognition.
• Developed speech grammars for English and Spanish language in Nuance OSR 3.0 SRGS GRXML grammar format that were packaged inside the SCE WAR file on the JBoss web server and were dynamically fetched and compiled on the Speech Server at application runtime.
• Participated in MPS 500 - CCTIVR integration requirements and design for producing CTI screen pops.
• Developed DNIS driven MPS call routing applications using MPS Developer, VXML and CCXML for the case where switch CS1000 (PBX) is sending all the calls to all the lines on the MPS.
• Developed and tested the call transfer and the caller message recording components as JSP with VXML embedded pages within SCE environment.
• Configured the speech servers and MPS for multilingual IVR operation.
• Created custom application daily call detail report using Java, JDBC and JBoss’s MySQL database.
• Analyzed application call volume and used Erlang C statistical approach to estimate the number of IVR channels needed for particular application.
• Performed duties of project manager by creating project timeline and project plan for full application life cycle - IVR design phase, development phase, testing and tuning phase and deployment.

Confidential, Deerfield Beach, FL

IVR Systems Analyst / Technical Project Lead

Responsibilities:

• Performed debugging, tuning, unit testing and detailed analysis of Avaya IVR Designer and Scriptbuilder applications using call flows, IVR call traces and logs. Coordinated Quality Assurance (QA) Testing, User Acceptance Testing (UAT) and deployed the IVR applications onto production Avaya IRs and Conversants.
• Analyzed production IVR issues, performed troubleshooting, resolved the trouble tickets and performed deployment of IVR fixes in Avaya IVR Designer and Scriptbuilder applications.
• Managed projects; provided technical review for new projects including time estimation and feasibility of the new requirements; developed coding strategy and plan.
• Managed crontab and wrote unix shell scripts that are scheduled to run in the cron. Also wrote shell scripts for various tasks for data and file manipulation, etc.
• Managed speech pools and prompt vocabulary .pl files for all applications.
• Worked on enhancements for existing IVR applications on Avaya IR 1.2.1 and Avaya Conversant V7 platform using Avaya IVR Designer 5.3 and Avaya Scriptbuilder.
• Worked on screen scraping of TN3270 mainframe screens using the Avaya IVR Designer GUI.
• Maintained the TN3270 mainframe middleware on all Avaya IRs and Conversants.
• Managed crontab and wrote unix shell scripts that are scheduled to run in the cron. Also wrote shell scripts for various tasks for data and file manipulation, etc.
• Worked on IVR prompt rerecord project. Managed the speech rerecording process of all prompts which was done by professional voice talents from GMVoices. Also added new business logic and modified numerous prompts to comply with company standards.
• Worked on IVR - Nuance speech recognition engine integration. Performed speech recognition analysis and performed tuning of speech grammars and Nuance parameters to improve the recognition results.
• Worked on necessary IVR changes in Avaya IVR Designer for enabling the CTI screen pops. The IVR application data was written to a remote Informix database, which was queried by the CTI application.
• Worked closely with PBX team to troubleshoot call routing issues and to implement IVR routing and vectoring.
• Made changes to Microsoft Access database table schemas and macros for faxing the letter for lease payoff.
• Worked on IVR application enhancements which served both automobile loan holders and dealers with functionalities such as payment due date change, account status, payment arrangements, updating payment mailing address, car lease payoff, pay by phone, VRU lease payoff fax confirmation letter, providing information to customers about their car maintenance contracts, car insurance, claim status.
• Maintained all the Microsoft Visio call flows, documentation and diagrams for all IVR applications.
• Participated in design requirements analysis and time and cost estimation for enabling speech recognition in IVR applications using Nuance speech recognition software.
• Participated in requirements analysis for IR 3.0 upgrade from IR 1.2.1.
• Performed production support procedures for IVR maintenance such as daily IVR checklist and daylight savings time change IVR checklist. Created documentation for IVR maintenance procedures. Also performed software upgrades and installations.

Confidential, Dublin, OH

Systems Analyst

Responsibilities:

• Participated in Proof Of Concept analysis for Nortel/Periphonics IVR application rewrite using Cisco Audium (CVP) Studio 5.2 and VoiceGenie voice browser vs. using Genesys GVP Studio 7.2 and Genesys Voice Platform (GVP) 7.2. Developed and tested sample Cisco Audium (CVP) 5.2 applications, which were loaded on the Apache Tomcat 5.0 web server and were executed by VoiceGenie voice browser.
• Participated in time and cost estimation for Nortel IVR application rewrite onto Cisco Audium (CVP) 5.2. Defined component types in the application call flows and amount of time needed to develop the component. For each component on the call flow, wrote instructions on how to code in Cisco Audium (CVP) Studio.
• Participated in Proof of Concept analysis for Periphonics IVR application rewrite onto Genesis GVP Studio 7.2 with GVP. Developed and tested sample Genesys GVP Studio 7.2 applications, which were loaded on the Apache Tomcat 5.0 web server and were executed by GVP voice browser.
• Installed and tested the Dialogic Card onto the Genesys Voice Platform (GVP) 7.2.
• Provided technical documentation for IVR system maintenance.

Confidential, Charlotte, NC

Systems Analyst

Responsibilities:

• Developed Business and Industry Construction IVR application on IBM WebSphere Voice Response for AIX with DirectTalk using State Tables and IBM Visual Age 3.0.
• Worked on menu enhancements on IBM DirectTalk IVR applications using State Tables and Visual Age 3.0.
• Analyzed the strategy and Proof of Concept for rewriting IBM DirectTalk IVR applications onto WebSphere Voice Server 5.1 using WebSphere Studio 5.0, Rational Application Developer (RAD) 6.0, WebSphere web server, VoiceGenie voice browser and Nuance speech recognition engine. Developed and tested sample WebSphere Studio 5.0 and Rational Application Developer 6.0 applications, which were loaded on the WebSphere web server and were executed by VoiceGenie voice browser. Utilized VoiceXML, Java and JSP.
• Provided QA support for IVR systems: writing and executing test cases and scenarios, troubleshooting issues.
• Migrated custom servers onto new development IVR environment.

Confidential, Jersey City, NJ

IVR System Analyst

Responsibilities:

• Developed SAIC (Science Applications International Corporation) Shareholders IVR application on Avaya Conversant V7 platform using Avaya Scriptbuilder.
• Analyzed production IVR issues, performed troubleshooting, resolved the trouble tickets and performed deployment of IVR fixes on UPS and SAIC applications in Scriptbuilder and Cisco Audium Studio.
• Rewrote SAIC and UPS IVR applications from Avaya Scriptbuilder on Avaya Conversant IVR into a Universal Cost Basis (UCB) application on Cisco Audium platform using Cisco Audium Studio 5.2, TellMe voice browser, WebSphere web server and Nuance speech recognition server. The main call flow shell was written in Cisco Audium Studio 5.2. The application development also involved writing Java classes for MQ Series mainframe function calls and Java audio classes for creating dynamic menus. Also used VoiceXML, JSP and Servlets to code sections in the Audium application such as caller message recording and call transfer. The UCB IVR provides account information (share balance, cost basis by receipt number, previous activity, tax information), dividend reinvestment and electronic transfer enrollment option, sale and purchase of shares, requesting statements and forms, changing pin and address, TIN
• Enabled IVR - CTI integration by writing records to a remote database.
• Worked closely with PBX team to troubleshoot call routing issues and to implement IVR routing.
• Used Cisco CVP Studio and Cisco CRS Editor for coding changes for financial services application.
• Worked on enhancements on Syntellect IVR application for shareholder services using Vista technology.
• Developed enhancements on IVR applications using Dialog Designer, VoiceXML, Java, JSP and Servlet technology.

Confidential, Bridgewater, NJ

Systems Analyst

Responsibilities:

• Worked on voice user interface design, development, testing and maintenance of IVR applications on Avaya Conversant V6 and V8 and Avaya IR 1.2.1 using Avaya Scriptbuilder, Avaya Voice@Work, Avaya IVR Designer and Avaya Dialog Designer with Eclipse. Used J2EE technology in writing speech applications in Dialog Designer using VoiceXML, Java, JSP, CGI and Servlets. Used VoiceGenie voice browser and Nuance/Speechworks speech recognition engine.
• Rewrote New England Financial IVR application from Avaya Scriptbuilder onto Avaya IVR Designer on Avaya IR 1.2.1. Wrote Nuance speech grammars, wrote host login, logout and recovery scripts, screen scraped TN3270 mainframe screens to retrieve the backend data into the application. Unit tested and tuned the application and the grammars. Coordinated quality assurance (QA) testing and user acceptance testing (UAT) before deploying the application into production.
• Participated in rewriting Auto and Home IVR application from Avaya Scriptbuilder onto Avaya IVR Designer on Avaya IR 1.2.1. Developed speech grammars, used Vonetix middleware to interface with web server to retrieve XML pages with backend data and submit XML pages to update the backend data and process transactions. This project involved loading the TN3270 mainframe data by the Mainframe/Web team onto a web server where the data is stored in XML format. Unit tested and tuned the application and the grammars. Coordinated quality assurance (QA) testing and user acceptance testing (UAT) before deploying the application into production.
• Worked on IVR application development on Nortel MPS 500 and Periphonics VPS/IS platform using PeriProducer 3.0 for automated policy service for fund and life insurance owners and agents. Rewrote Nortel/Periphonics IVR applications using Avaya Dialog Designer 3.1 with Eclipse 3.2. Utilized J2EE technology using VoiceXML, Java, JSP, CGI and Servlets. Developed speech grammars in Nuance 8.0 GSL format. For retrieving backend data, wrote stored procedure calls using Java Database Connection (JDBC) API and type 4 JDBC driver. Application was loaded on Apache Tomcat 5.0 web server and was executed by VoiceGenie voice browser. Speech grammars were compiled and loaded on the speech server. Also wrote dynamic grammars which were fetched from the web server at runtime and dynamically compiled and loaded on the speech server.
• Participated in rewriting an annuity application from InVision 2.0 on InterVoice - Brite platform onto Avaya Dialog Designer 3.1 with Eclipse 3.2. Utilized J2EE technology using VoiceXML, Java, JSP, CGI and Servlets. Developed speech grammars in Nuance 8.0 GSL format. For retrieving backend data, generated web service client from Web Service Description Language (WSDL) file and wrote Java class to access the web service end point URL and execute the web service methods. Application was loaded on Apache Tomcat 5.0 web server and was executed by VoiceGenie voice browser.
• Performed speech recognition tuning by analyzing and tuning speech grammars and Nuance parameters to improve the recognition results. Enabled IVR and voice browser integration with Nuance speech server.
• Enabled IVR-CTI integration by writing records to a remote SQL database.
• Worked closely with PBX team to troubleshoot call routing issues and to implement IVR routing.
• Analyzed production IVR issues, performed troubleshooting, resolved the trouble tickets and performed deployment of IVR fixes on Nortel MPS 500, Periphonics VPS/IS, Avaya Conversant/IR, IBM and Intervoice-Brite IVR platforms. Also participated in production support of Nuance speech recognition servers.
• Worked on IVR application changes and enhancements using IBM WebSphere Studio, Genesys Studio, Syntellect Vista, Dialogic and Edify Studio. Utilized J2EE technology using VoiceXML, Java, JSP and Servlets.
• Wrote unix shell scripts for various tasks such as oracle table extraction, data/file manipulation, cron jobs, etc.
• Other projects include: GenAm and Metlife Annuity Funds Expansion, NEF Agent Global Authorization, Paragon IVR addition of Ernst and Young fund family, Auto and Home Pay By Phone, etc.

Confidential, Piscataway, NJ

Research Assistant

Responsibilities:

• Developed parser for speech-based human-machine interaction in which a user is able to perform two-dimensional whiteboard operations via speech. The project used Microsoft Whisper Speech Recognition engine. The application was written in Java and it uses Java Speech API classes. Grammar was written in Java Speech Grammar Format (JSGF).
• Designed speech-based employment form-filling application. Project involved development of four forms for recruiter and seeker to fill out through speech (submit/update seeker profile, recruiter profile, resume and job requirements). IBM ViaVoice Millennium Pro was used as the speech recognition engine.
• Designed speech-based flight booking system. User is able to book a flight through speech, by answering machine’s questions regarding flight information. The project uses IBM ViaVoice speech recognition engine, IBM ViaVoice SDK and Java Speech API classes.
• Designed voice-activated query system that can answer questions about a specific topic using speech as the source of input. Project involved a search engine (dtSearch) and a speech recognizer (IBM ViaVoice). The program that interfaces dtSearch and IBM ViaVoice was written in Perl.
• Designed an isolated word recognition system for remote control of TV channels using vector quantization technique and neural tree networks. The project was implemented in Matlab.

Confidential, Laurence Harbor, NJ

Systems Analyst / Speech Technology Specialist

Responsibilities:

• Worked on variety of speech recognition - enabled projects for call centers gaining experience with Nortel speech resource platform and speech technology vendor features. Responsibilities included:
• Coding IVR applications in Peripro - Used local Periphonics IVR for development and testing. Mostly used Nuance speech recognition engine and AcuVoice text-to-speech engine. Also used Philips speech recognition engine and Lernaut Hauspie s Real Speak text-to-speech engine.
• Grammar development and testing - Grammar was written using Nuance s Grammar Specification Language (GSL). Grammar was compiled into a recognition package using Nuance grammar compiler. Grammar was tested using a Peripro based IVR application. Also wrote dictionary files for the recognition package for words in the grammar file that have no pronunciations in the Nuance dictionary.
• Dialog development & prompts definition - Used Visio tool to develop and update dialogs.
• Documenting design specifications - Wrote pseudo code for each dialog. Then, using the Nortel/Periphonics design documentation standards, wrote design specifications
• Analysis and performance tuning of the speech recognition results - After achieving the desired recognition rate, at the same time minimizing false rejections and false acceptances, the corresponding Nuance parameters were updated in the IVR configuration files (endpointing, grammar weight, confidence rejection threshold and tradeoff between recognition accuracy and speed).
• Remote IVR installation and review/update of grammars, IVR configuration files and IVR applications
• The customers included Orlando Sentinel, PriceWaterhouse Cooper, Entergy, United Parcel Service (UPS), Confidential, Confidential, Northern Trust Northern Funds, Sprint.