WORK EXPERIENCE:

Confidential

Sr. IVR Configuration Engineer

Responsibilities:

• Tested, approved and implemented changes to Xcel Energy’s Interactive Voice Response systems.
• Worked with Nuance to troubleshoot problems with server configuration and VXML (voice XML) systems between the IVR and speech servers.
• I approved changes to call logging and recording systems that impacted other call center applications.
• I Supported all major applications used by Xcel Energy call centers such as the Verint Impact360 software suite.
• I was able to find and eliminate network problems between call center servers and other network systems using wire shark and protocol analysis.
• Using ASP.Net WebForms I created a "dashboard" web application that allowed my team to find problems in the IVR and call center work space sooner and react quicker to potential problems. This also allowed management to run reports at different levels to forecast upgrades to the call center environment.
• Provided 24/7 support on a rotating on - call basis.

Confidential

Sr. Systems Engineer

Responsibilities:

• Review design plans, install, configure, and trouble shoot video encoders, narrow cast gateways, and Cisco switches in cable TV head ends.
• Install management systems consisting of IBM and Dell servers running Windows 2003 Server and SQL Server 2008.
• Configure and install IPTV systems for major telecom and cable TV customers.
• Assist customers to determine best practices for their companies for encoding using AVC and H.264 or MPEG2 to gain the most efficient use of their network bandwidth utilization.
• I Created tools using C# and the .Net framework to utilize in testing and production environments.
• Incorporated WCF in front end application to control Harmonics CDN products and ad insertion software.
• As a member of a team, each working at different sites, I implemented an encoder / transcoding plan consisting of several hundred encoders and management servers across Kentucky, Indiana, and Ohio.

Confidential, Los Angeles, Ca

IP Planner

Responsibilities:

• Designed and developed tools written in VB and C# to collate data from SQL Server databases into data suitable for use in weekly planning sessions with upper management and other groups in the company.
• I Utilized these tools to project future data trends and budget planning.
• Responsible for spending a budget of $50 million dollars based on the information gathered by those tools.
• Planned bandwidth for the Level 3 backbone across the United States.
• Ordered router and switch upgrades based on trend analysis provided by the tools I created.

Confidential

Sr. Systems Engineer

Responsibilities:

• Contracted to Confidential Advanced Technology Group to assist in building a tier 3 team to support the Mystro interactive set top box application.
• Designed the structure of the internal support group for the advanced technology group then implemented and staffed the tier 3 team.
• I helped restructure the tier 2 support team to limit calls to the engineering team successfully.
• Utilized ASP.Net to create an internal document repository and knowledge base for ease of distribution, updating and searching.
• Configured, implemented, and supported Red Hat Linux servers used for billing, VOD control, SFTP, BOOTP, Video storage and set top box management.
• Tested and implemented Mystro software, Oracle and other supporting software.

Confidential

Sr. Systems Engineer

Responsibilities:

• Part of the Engineering and Integration team that built and implemented some of the first successful Video On Demand servers and management systems for major cable and telecom companies in the USA and Europe.
• Designed, tested and implemented nCube video servers running a custom high availability OS with Oracle Video Server software.
• I also built systems using Sun and Dell Linux servers running the nAble management software.
• Designed and implemented the first network PVR system that I then demoed at the SCTE trade show.
• Designed and implemented IPTV systems for two small telecom companies located in Oregon and Taiwan.

Confidential

Provisioning team Manager / Engineer

Responsibilities:

• Performed over 50,000 IVR (Interactive Voice Response) upgrades on the Confidential Technologies IVR servers system for the Y2k upgrade drive
• Provided support for the Field Technicians on upgrades and new IVR installs. This was accomplished remotely to configure new systems and equipment.
• Designed and built both an internal and external facing web site that provided ticketing and self-help support for customers and engineers to help resolve questions for the IVR systems.
• Manually data mined several years’ worth of information from e-mail and Lotus notes to create a database that provided searchable information through the provisioning web site.
• Created and implemented changes to procedures that provided more efficient scheduling of internal and field resources. This also resulted in moving the IVR Provisioning group from a cost center to a profit center bringing in approximately $2 million dollars a year to the company. The processes I developed were implemented across the whole provisioning district over the next few months.
• I redesigned the upgrade procedure for IVR products to decrease customer down time and failure rate. This redesign decreased the failure rate from 40% to less than 1%.