TECHNICAL SKILLS:

Languages: Peripro, MPS Developer, PeriStudio, Java, CICS, SQL, COBOL, RPG II,Tools: Lawson, Microsoft Office, Word, Excel, Visio, Powerpoint, HPQC, HPALM, Avaya Experience Portal, Avaya Orchestration Designer, Avaya One X, Avaya Aura Agent Desktop, Confluence, Jira

Operating Environments: UNIX, Windows 2003, VMS, MVS/VM, IS/VPS (IVR), DOS/VSE, VM/ESA

MVS/XA, JCL, Genesys CTI, AS400, Avaya Aura

Databases: PeriSQL, SQL Server, Oracle, IMS, DL1, IDMS, VSAM, Periphonics Tools

WORK EXPERIENCE:

Business Systems Analyst

Confidential, St Louis, Mo

Responsibilities:

• Business Systems Analyst responsible for gathering requirements and creating supporting artifacts in both waterfall and agile environments using tools such as Jira, Chalk, Excel, Visio, and Word. Create adhoc queries through SQL. Perform business analyst duties related to merging multiple call centers in an Avaya configured environment. Test call routing VDNs utilizing Avaya One X. Document existing call trees providing
• Visio call flows and supporting verbiage documentation. Coordinate JAD sessions with multiple areas of operation. Host requirement gathering sessions with all levels of management. Performed PM duties enforcing timelines with all parties involved. Responsible for support of entire range of SDLC process including QA support and implementation.

Business/ Systems Analyst

Confidential, Springfield, Mo

Responsibilities:

• Business Systems Analyst responsible for gathering technical requirements following the SDLC process using both waterfall and agile methodologies. Interact with all aspects of the business to gather requirements used for developing and enhancing Web Applications utilizing various platforms. Lead Business
• Analyst for Lawson conversion. Created requirements documents using the Microsoft suite of tools including Visio, Word, and Excel. Coordinated and hosted meetings with executive level business partners, development, and test teams to clarify and define low level detailed requirements. Requirements and documentation were maintained in both Confluence and Jira. Worked closely with quality assurance to resolve any issues raised during testing. Provided support during implementation and post production.

Business/ Systems Analyst (Contractor)

Confidential, Denver, Colorado

Responsibilities:

• Business Analyst assisting with IVR migration from existing Confidential platform to Avaya Aura platform. Responsibilities included reviewing existing platform requirements and call flows and creating new call flow details to be developed on the Avaya platform following the SDLC process. Call flow documentation was developed utilizing Visio, Word, and Excel. Hosted meetings with business partners, development, and test teams to clarify and define low level detailed requirements. Requirements were maintained in both Caliber and HPQC tools. Resolved quality control tickets raised by test team and provided support during implementations.

Senior Business Analyst

Confidential, Bentonville, Arkansas

Responsibilities:

• Performed business analyst duties in all areas of operations within Confidential ISD using waterfall, iterative and agile methodologies. Responsible for hosting internal and international requirements gathering sessions, performing peer reviews, uploading requirements to HPQC, and performing triage on any defects uncovered. Created all necessary artifacts as requested by customer: business requirements documents, workflow diagrams, business requirements list, use cases. Provided support for user acceptance testing and implementation. Main business focus area on Latin America call center setup and support on Avaya platform.

Consultant(Owner)

Confidential, Camdenton, Missouri

Responsibilities:

• IVR Consultant: Performed following activities at the sites listed below. Duties included: Create requirements documentation, test plans and perform implementation. Design, develop, test and support touch tone and speech recognition applications in an MPS1000, MPS500, VPS/IS environment interacting with Genesys/CTI configurations on a Unix/ Windows platform using Nortel software. Responsible for creating and updating change management tickets.

Environment: UNIX/Windows 2003, Peripro, MPS Developer, Peristudio, VPS/IS, MPS1000, MPS500 Genesys/CTI, Nortel Intecom and Avaya Switch Configurations, PeriSQL, Oracle, Shell Scripting, SQL, mainframe screen scrapes, Microsoft Office, Word, Visio, Lotus Notes, COBOL, Assembler, RPGII

Contractor

Confidential, Overland Park, Kansas

Responsibilities:

• IVR Analyst/Developer - Assisted in conversion from Intecom to Avaya platform. Responsible for designing / developing Peripro ivr applications in a Nortel /MPS1000 environment utilizing Genesys CTI and java framework. Responsible for day to day Unix Administration. Create System Documentation, test plans and work closely with stakeholders to drive out requirements and finalize implementation.

Contractor

Confidential, Minneapolis, Minnesota

Responsibilities:

• IVR Developer/Analyst responsible for meeting with customer to gather requirements and develop callflows based on those requirements. Unix Administrator in a VPS/IS environment

Contractor

Confidential, Overland Park, Kansas

Responsibilities:

• IVR Application developer in an MPS1000 environment . Responsible for designing / developing Peripro IVR applications in a Nortel /MPS1000 environment utilizing Genesys CTI. Responsible for day to day Unix Administration.

Part-Time Contractor

Confidential, Greenville, South Carolina

Responsibilities:

• IVR Analyst in a VPS/IS environment . Create Business Requirements, Technical System Requirements. Meet with vendors to optimize equipments purchases. Assisted in conversion from a Sun/Unix platform to a Windows 2003 server platform which required redesigning peripro applications, file systems and shell scripting.

Contractor

Confidential, St. Louis, Missouri

Responsibilities:

• IVR Application developer in a MPS1000 environment. Designed and developed an outbound application to notify customers of phone disconnects and restorals.

Contractor

Confidential, Atlanta, georgia

Responsibilities:

• IVR Application developer in a VPS/IS environment. Designed and developed automated check ordering system.

Contractor / Manager

Confidential, Atlanta, georgia

Responsibilities:

• Senior Manager of Voice group in a MPS1000 environment . Managed a team of ivr developers. Provided statistical reporting to upper management. Met with design teams to drive out requirements. Monitored project timelines to ensure on time delivery.

Part-Time Contractor

Confidential, Greenville, South Carolina

Responsibilities:

• IVR Application developer in a VPS/IS environment . responsible for design and development of Periphonics IVR applications on a vps/IS Unix platform.

Contractor

Confidential, St. Louis, Missouri

Responsibilities:

• Developed and maintained interactive voice response applications using
• Periphonics software. Responsible for all design, testing, documentation, performing PeriSQL calls to Oracle database and other task related to voice response development.
• Designed several Outbound-dialing applications utilizing server technology.

Environment: IVR, IS/VPS, PeriSQL, Oracle

Contractor

Confidential, St. Louis, Missouri

Responsibilities:

• Responsible for maintaining and developing both mainframe COBOL/CICS applications and Periphonics applications related to the insurance industry. Responsible for design and development of complete voice response systems and all related tasks.

Contractor

Confidential, St. Louis, Missouri

Responsibilities:

• Assisted in COBOL 68 - COBOL 74 conversion. In charge of project coordination between other consultants.

Programmer/Analyst

Confidential, St. Louis, Missouri

Responsibilities:

• Maintained and developed on-line and batch programs. Utilized DLI database using COBOL, CICS, RPGII, Classic/AL and EARL on an Confidential ES9000.
• Assisted in design and implementation of claim processing system to fully automate and accelerate the processing of claims. Designed, developed and implemented on-line inquiry-update of insurance providers. Automated letter-ordering process to increase accuracy and speed via COBOL

Contractor

Confidential, St. Louis/Missouri

Responsibilities:

• Provided programming service for clients utilizing COBOL, CICS, IDMS and DLI.
• Assisted in development of Securities Exchange system..

Software Engineer

Confidential, Conway, Arkansas

Responsibilities:

• Developed and maintained on-line and batch programs in a multiple machine environment. Utilized VSAM files using Assembler, PLI and QuikJOB.
• Assisted in creation of an automatic JCL generator.

Programmer Analyst

Confidential, North Little Rock, Arkansas

Responsibilities:

• Designed and developed on-line and batch programs in DOS/VSE environment.
• Utilized VSAM files using COBOL, CICS and RPGII on an Confidential 4381.

Programmer

Confidential, Ft. Myers, FL

Responsibilities:

• Developed and maintained Batch programs on a Burroughs B-1900. Utilized sequential files using COBOL. Assisted in conversion of Burroughs to Confidential AS/400.