SUMMARY:

14+ years of IT experience, including experience as a Genesys Consultant, System Engineer, an Associate Professional Service (PS) Consultant, Associate Software Engineer, Junior Software Engineer, Systems Support Analyst and Network Systems Coordinator. Process Oriented Software Engineer with significant work, project and experience in the IT industry. 4+ years of hands on Genesys experience performing a migration and full integration to a customer’s environment.

TECHNICAL SKILLS:

• MS SQL
• Web API Server
• Core Java
• JEE
• HTML 5
• JQuery
• Java Script
• EJB
• JPA
• Apache Tomcat
• Eclipse
• PL/SQL
• UML
• Rational Rose
• HP - QC
• Bugzilla
• Linux
• VMWare
• WINSCP
• Windows 2008 R2/2012
• CCPulse+
• CC Analyzer
• TCP
• IIS6.0
• MUMPS (M) vxVistA
• EHR
• EMR
• CPRS
• FTP
• HL7
• GIM Tracker.

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Professional Services Senior Consultant/Genesys Engineer

Responsibilities:

• Subject Matter Expert (SME) responsible for the solution architecture and implementation of complex contact center solutions in Genesys suite of products.
• Subject Matter Expert (SME) in consulting identifying various vendor technologies in order to coordinate comprehensive contact center solutions.
• Subject Matter Expert (SME) facilitating Genesys suite of products implementation and integration of third party adjunct applications.
• Articulated complex concepts to business and management level, and to coordinate activities with project management.

Confidential, Plano, TX

Principal Consultant/Genesys Systems Consultant

Responsibilities:

• Supported Genesys GVP architectural design in the following areas:
• Call Flow architecture, environment walked through, carrier walked through for current and future project.
• Assisted with the Automated Account System (AAS) Inbound Call Flow, with Virtual Hold (VH).
• Assisted with the migration of Genesys IRD to Genesys Composer, with architectural review.
• Assisted with the re-design of Cyara Platform architecture for IVR automated testing. This is to reduce deployment and upgrade risk.
• Assisted with the design of Cyara role in Voice Multi-Channel Technology (VMT).
• Assisted with the Genesys Routing Solutions and Reporting architectural design and environment walked through
• Served as Genesys Subject Matter Expert (SME).
• Served as Dev Ops resource person for Voice and Multimedia Technology (VMT).

Confidential, Wilmington, MA

Genesys Consultant

Responsibilities:

• Served as a technical expert in the design, implementation, and maintenance of CTI technologies and systems.
• Monitored overall CTI systems to ensure integrity of the systems.
• Built and installed Framework 8.1 T-Server Avaya TSAPI and Avaya TSAPI Client in customer environment.
• Performed CTI technology upgrades and enhancements.
• Responsible for troubleshooting and support of CTI issues.
• Configurations of overall CTI components for optimum performance and reliability.
• Documented CTI standard strategies and processes.

Confidential, Glen Allen, VA

Genesys Systems Architect

Responsibilities:

• Upgraded Genesys Framework applications from version 7.1, 7.2 to version 8.x.
• Configured Genesys Framework application and implemented Confidential .
• Supported Genesys Designs and built Confidential by incorporating Cisco TServers.
• Documented Confidential Platform Engineering PID (Production Implementation Documentation).
• Tested ICON connections for new T-Servers.
• Built Route Points (RPs) and end route point (ERPs) including Annex Tab for Genesys Standard Ranges
• Fixed Confidential Toll Free Number issues.
• Analyzed and provided feedback on Confidential ’s Functional Specification Document (FSD), Integration Definition Document (IDD), Business Routing Rules (BRR), and Project Definition Document (PDD).
• Supported multiple product line of business: Bank Card, Technology, Phone Bank and Confidential Insurance, concurrently.
• Documented and implemented vendor integration solutions both in-house custom developed solutions and Commercially-Off-The shelf (COT) solutions.
• Implemented T Server migration in an existing production environment and ensured that all Confidential are up to date.
• Collaborated with offshore team for successful application migrations.
• Served as Genesys Subject Matter Expert (SME).
• Created and troubleshoot log reports using Informat and ICON Data base.
• Integrated Genesys TServer and Cisco Call Manager into customer environment.
• On call for Genesys troubleshooting and support issues.
• Helped line of business (L.O.B) with User Acceptance Testing (UAT) and training line of business on the use of Configuration Management (CME) and CCPulse.

Confidential, Irving, TX

Genesys Consultant

Responsibilities:

• Upgraded Genesys Voice Portal (GVP) from version 7.2 to version 8.x.
• Developed and maintained telecom documentation.
• Assisted the telecommunications group (Voice Portal Upgrade) with support of ongoing GVP Infrastructure improvement project.
• Coordinated with voice portal team for software testing and installations.
• Participated in the planning, designing, implementation, installation, and maintenance of Voice Portal Upgrade Project.
• Contributed to the architectural design and documentation of Confidential Voice Portal Modernization Review.
• Maintained and coordinated telecommunication maintenance (Framework & GVP) functions to accommodate system users.
• Resolved problems as required by Voice Portal Upgrade Team.
• Provided periodic progress report to communicate project status.
• Integrated and implemented speech resources (text-to-speech & automatic speech recognition) in lab & production environment.
• Implemented Nuance IVR Resources application on GVP Platform.

Confidential, Plano, TX

Genesys Engineer

Responsibilities:

• Maintained and responsible for IVR provisioning and Telecommunication functions.
• Installed and maintained IVR, with associated equipment and related Telecommunication systems.
• Updated Text To Speech (TTS) speech works, and troubleshoot software problems to ensure that the system performs and meets business/clients’ needs.
• Resolved outbound calls that were not responding when calls are being submitted.
• Participated in support of Client User Acceptance Testing, including resolution and prioritization.
• Processed change order request, and work with team to see the impact on current sprint.
• Worked with Systems Analyst for change order request to be sanctioned.

Confidential, Alpharetta, GA

Associate Professional Services (PS) Consultant

Responsibilities:

• Implemented, operated and integrated Genesys into customer environment.
• Responsible for the provision of consultation services to Genesys customers based in post-sales environment.
• Prepared Technical Design Specification documents, Functional documents and deployed Genesys Management Framework (8.x), with SIP Server (8.x), and Interaction Workspace (8.x) with Interaction Workspace SIP Endpoints.
• Researched and troubleshot Genesys (eServices-email) configuration to determine an invalid login to corporate email server for username.
• Deployed, configured, and integrated Genesys product.
• Upgraded and maintained Confidential .
• Upgraded, updated and setup JK1 Connector with IIS 6.0.
• Configured Apache and Tomcat on windows operating system.
• Configured and installed e-mail server with TCP/IP loaded to communicate with corporate email server.
• Created database with SQL server RDMS to accommodate Universal Contact Server.
• Designed and executed Test Cases and Test Plan to ensure that software operates within the defined requirements.
• Collaborated with senior consultants and project team to execute test procedures.
• Documented test results to enhance effective resolutions of Rapid Deployment Packages problems captured.
• Communicated testing results to project team, and participated in defect tracking with project team.
• Installed and implemented Orchestration Server for the configuration of e-mail, chat and sms.
• Used Orchestration Server, with Universal Routing Server to generate SCXML (State Chart Extensible Markup Language).

Confidential, Kennesaw, GA

Associate Software Engineer

Responsibilities:

• Interpreted written requirements, design, and technical specification document.
• Performed regression testing of Confidential ’s flagship product, IDS5 version 1.6.3 (Information Dissemination Systems).
• Participated in NIMBUS web server application (eIDS6), using Enterprise Java Bean (EJB), Java Persistence Architecture, and Java Messaging Service.
• Performed technical write-up on Confidential ’s research subscriptions.

Confidential, Woodstock, GA

Junior Software Engineer

Responsibilities:

• Maintained and developed software that integrates with VA’s Vista system.
• Worked directly under M Director and Senior M Developers on code enhancement and code fixes.
• Tested new and existing products with respect to HL7 built interfaces.
• Worked on development of new products (HL7 interfaces) and contributed to project plans.
• Programmed system interfaces based on HL7 integration.
• Provided support and code enhancements for existing HL7 interfaces.
• Designed a routine (program) for finding Remote Procedure Calls (RPC’s), Patient File and Menu Option Files.