Technical Lead Resume

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.

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