SUMMARY

• Results oriented and dedicated IT professional with 17 years experience in all facets of Java application development, testing, and project management for Confidential - world’s largest children’s books publisher.
• Great at developing collaborative partnerships with business stakeholders, technical teams, and colleagues.
• Adept in streamlining, business processes, enhancing, productivity levels, and introducing process improvements.
• Proficient in Microsoft Office, Visio, Core Java, Waterfall SDLC, and WSO2 API Manager.
• Additional core competencies include:
• Recognized by the Scholastic IT upper management in 2010 for success in implementing java IVR applications, improving customer experience and business performance.
• Played a key role in Implementing first IVR for the Scholastic Contact Center in Missouri, which included serving as a lead internal analyst responsible for gathering full requirements associated with design of the IVR platform.
• Successfully developed 1-800-Scholastic and other applications for the Scholastic Contact Center in Missouri, allowing cost reductions of Call Center & Customer Service operations by almost $1.0 million annually.
• Demonstrated core competency in IVR data analysis and building user-friendly call flows that led to a 25% decrease in the IVR call time average, and 20% decrease in the IVR transferring rate by 2012. Achieved a great average transferring rate of 25% in the IVR self-service applications.
• Succeeded in developing WSO2 APIs in 2016 for providing on-premises data to the hosted IVR and e-Commerce in the cloud solution.
• Automated IVR servers monitoring allowing Contact Center get informed on IVR alerts & warnings.

PROFESSIONAL EXPERIENCE

Confidential

Technical Lead

Responsibilities:

• Building tokenized APIs (RESTful & SOAP) with WSO2 API Manager and from Swaggers. API testing with SOAPUI.
• Collaborated to drive integration between the new e-commerce, hosted IVR, and backend systems.
• API testing & monitoring with Kibana/Elasticsearch and Kafka; researching and rectifying issues.
• Monitoring of Web Services and IBM WebSphere, plus handling and reporting issues.

Technical Lead

Confidential

Responsibilities:

• Built voice app: call flows, Java programming, alerting conditions, sound editing, and app settings.
• Created back-end app: Java programming, SQL, JDBC, as400, integrated web services, and emailing.
• Tested: SQL queries, web services, sound, & app. Designed test cases to ensure proper app functionality.
• Developed collaborative partnerships with business stakeholders, technical teams, and colleagues.
• Managed all business and emergency announcements.
• Administered IVR/CTI structure and monitored system metrics to maintain optimal platform performance.
• Managed IVR statistical database, collected data and reported to the business and the Contact Center.
• Provided yearly overviews and reports to the senior management to depict and analyze IVR performance.
• Customized call detail info records for auditing, performance review, and IVR enhancements.
• Reviewed IVR reports for the applications and T1/CTI ports. Daily, monthly, and yearly.
• Responded to the app and IVR/CTI alerts. Resolved technical issues with Contact Center and/or Syntellect.
• Supported Contact Center in emergency situations. Maintaining strong relationship with Syntellect.
• Maintained IVR documentation including call flows.

Senior Programmer Analyst

Confidential

Responsibilities:

• Built IVR voice app: call flows, Java programming, alerting conditions, sound editing, and app settings.
• Created back-end app: Java programming, SQL, JDBC, as400, and emailing.
• Tested: SQL queries, web services, sound, & app. Designed test cases to ensure proper app functionality.
• Supported IWR online app: programming, testing, and production support.
• Monitored IVR portal: T1 ports, app, and servers.
• Played a key role in IVR administration and troubleshooting.
• Reviewed and provided IVR reports, plus performed data analysis.

Application Developer

Confidential

Responsibilities:

• Programmed in Java the online ‘Order Status’ app.
• Tested functionality of the online ‘Order Status’ app.
• Reviewed functional requirements and specifications for the new online project.
• Successfully completed the IVR training program and certification with Syntellect in AZ.