TECHNICAL SKILLS

• Windows XP, Windows 7/8 - 2000/2003/2008/2012 Advanced Server/Professional, Windows NT 4.0/3.51, Windows NT Terminal Server 4.0, Windows NT Small Business Server.
• Basic routing and switching for TCP/UDP/IP, VOIP - SIP/SCCP
• MSSQL, MySQL, Informix, MS Access,
• ESXi, RDC, VNC, Console
• Application Development C#, .Net
• Web Development: IIS 4.0 and above, Proxy 2.0, HTML, C#, .Net, ASP, SSI, SSL, PERL 5.0 and above, CGI, JavaScript, CSS, Java
• XML, C#, VXML
• ICM scripting, configuration, planning and deployment
• Avaya/Lucent, Aspect, Rockwell, Intervoice, Periphonics, Conversant, Convergys, Voxeo

PROFESSIONAL EXPERIENCE

Voice Architect

Confidential

Responsibilities:

• Mentor/Coach junior level engineers
• Develop custom monitoring tools for IPT/CUCM/CUP/IM&P/CUIC/Finesse/Unity/CER using SSH/REST/SQL/VOS/AXL and Windows Systems
• Monitor UCCX platform across 192 sites
• Identify and repair UCCX issues, work with clients, Cisco TAC, vendors and outsources to meet customer needs and maintain UCCX environments
• Configure UCCX/CUCM/CUP/Unity Scripting and configuration for routing
• Configure/Deploy Inbound/Outbound Dialing of UCCX platform
• Configure/Deploy Post Call Survey on UCCX platform
• Integrate UCCX platform with Zoom call recording system
• Integrate UCCX platform with MSSQL linked server for external query of the Informix DB on the UCCX platform.
• Create custom backup solutions for the UCCX platform.

Independent Consultant Application Developer

Confidential

Responsibilities:

• Mentor / Coach junior level developers
• Design, Develop and Deliver CTI Applications
• Perform code reviews and paired programming sessions with other developers
• Align with QA for Testing and Delivery of iterative Agile cycles
• Provide bug fixes for all defects identified by QA and Dev teams
• Provide best case recommendations for future use cases and growth of product lines and integrations of CTI applications with additional platforms, PBX/ACD and IVR systems
• Work with Product owners, Project managers, Other development teams, Middle and Upper management to coordinate the larger goals for the overall project.

Confidential

Responsibilities:

• Mentor/Coach junior level engineers
• Design, Develop and maintain custom reporting solutions for UCCE/UCCX/ICM/CUCM/CVP
• Deploy lab UCCE environment for training and learning
• Develop custom monitoring tools for UCCE/IPT/CUCM/CUP/IM&P/CVP/CUIC/Finesse/Unity/CER and Media Sense using SSH/REST/SQL/VOS/AXL and Windows Systems
• Attend Cisco development training, train internal teams with knowledge gathered from Cisco training.
• Monitor UCCE platforms across many clients nationally and globally
• Identify and repair UCCE issues, work with clients, Cisco TAC, vendors and outsources to meet customer needs and maintain UCCE environments nationally and globally.
• Configure UCCE/CUCM/CVP Scripting and configuration across many clients nationally and globally for routing of multi capable environments both nationally and globally

U CCE Consultant/Lead/Architect

Confidential

Responsibilities:

• Performed daily configuration and scripting updates in CUCM, CVP and ICM.
• Troubleshooting of poor sip quality calls, dropped calls, misrouted calls etc.
• Cleaned and removed over 7 years of unused and/or unconnected devices/configuration/scripting etc.
• Monitor ICM system health and status.
• Identify and repair any ICM system or call routing issues, work with Cisco TAC, vendors and outsourcers to maintain an ICM routed environment 24/7.
• Configure ICM systems including Trunks, Skills, Services, Routes, Peripheral Targets, Labels, Translation Routes, Dialed Numbers, Call Types, Schedules, User Functions and Call Variables.
• Perform ICM/CVP scripting to ensure the ICM/CVP/UCCE platform is routing live call volume as outlined by business rules.
• Design, Develop and Maintain Windows Desktop Applications and Services for monitoring and reporting on ICM Systems and routed calls using C#.
• Design, Develop and Maintain Web Based Reporting applications for ICM and Web Based DB Routing Administration applications using C# ASP.Net.
• Automated holiday, and business hours logic used by CVP and UCCE/ICM Scripting.
• Assist with new hire screening.
• Act as lead for Projects and Service Requests.
• Mentor junior staff.

Confidential

Application Developer Lead

Responsibilities:

• Act as assistant project manager on large projects (over 1000 hours) and act as project manager on small projects under 100 hours. All projects included Cisco ICM/CTI and Avaya PBX. This included all phases of projects, Concept, Estimating, Resource Allocation, Kickoff, Design, Development, Testing, Deployment and Post Implementation Reviews.
• Act as subject matter expert (SME) on large scale projects. This includes initiatives such as replacing the entire IVR platform for the corporation, changing the customers’ experience across all points of contact, including, telephones, Internet, mailing, emailing and fax.
• Act as team lead for the ICM and PBX development. Duties here were to act as an escalation point for all troubleshooting issues around routing of telecom on ICM and PBX systems. This included troubleshooting, IP network issues, IVR issues, carrier related issues and business rules.
• Develop training for the telecom organization on ICM scripting, monitoring and troubleshooting, Avaya PBX development, Genesys Dialer and intelligent routing, SQL Server modeling, and data access and General programming concepts.
• Act as a member of the telecom standards team to define new standards for the organization and help refine existing standards.
• Test new technologies for potential future use within telecom. This included items such as Voice recording, Automated Surveys.
• Provide estimates for future projects and requests.
• Act as a mentor to help team members achieve promotions and increase their technical and personal skill levels.
• Review all new code and code changes proposed for the production environment.
• Act as a liaison for all other groups interacting with telecom such as CTI, Network Carriers, IVR, Engineering, Support, Email Services, Dialers, QA, Application Development, Reporting and Business consultants.
• Provide support and guidance for developing new APIs for accessing existing web services using SOAP.
• Review XML, VXML, and JavaScript code for approval prior to production release.
• Assist in the development of Web Application Utilities for internal use.
• Coordinate external vendor design, development, testing and deployment for integration into existing and changing corporate platforms.
• Create presentations for management on use of new technologies and platforms within telecom.