Developer Resume Dallas, TX - Hire IT People

SUMMARY:

Dedicated software systems engineer with 4+ years of experience planning, implementing, and supporting customer service and back office applications.
Adept at problem solving and working with cross - functional business groups to decide and deliver needed business solutions.
Experience working and coordinating with geographically dispersed teams and business units across multiple organizations.
I have experience working with large scale projects from the requirements gathering phase all the way to completion.
I am skilled in tracking details, communicating deadlines, and following up with internal and external partners, I am able to ensure projects are on time and completed within budget.
My ability, as well as my interest, in learning and incorporating new technology ensures that I consistently receive positive feedback from managers, co workers and clients. I believe that my energy, analytical skills, leadership, and organizational abilities can make a positive contribution to any company.
I am willing to accept a wide variety of tasks and am equally comfortable working independently to meet goals or as part of a team.
I have always been able to establish and maintain excellent relationships with clients and co-workers at all levels.

SKILL:

AREAS OF EXPERTISE:

PROFESSIONAL EXPERIENCE:

Developer

Confidential, Dallas, TX

Responsibilities:

Configuring Skill Set Routing based on DNIS Digits, Integrated Voice Response (IVR) routing based upon Automatic Number Identification (ANI), ACD Queue Announcements, and Genesys Agent Desktop Configuration.
Worked trouble tickets by analyzing, isolating and diagnosing issues with Genesys applications.
Assisted in the development and troubleshooting of Genesys routing strategies to perform varied sources of call routing based on statistical load balancing, database dips, agent resource availability, and estimated wait times.
Provided Genesys related support for all levels of the environments. This included issues related to any Genesys component from Framework and Routing to Real-time and Historical Reporting.
Resolving trouble tickets by analyzing, isolating and diagnosing issues with Genesys applications.

Support

Confidential, Dallas, TX

Responsibilities:

Tasked with different phases of application planning, installation, configuration, and maintenance of the Genesys environment.
Performed numerous upgrades for all Genesys related application (SIP Server, URS, Stat Server, DBServer, Configuration Server, OCS, MCP, GVP, ICON, GIM etc.)
Assisted in the deployment, upgrade and troubleshooting of Genesys eServices and all its corresponding applications. This included, but was not limited to, Email, Chat, Universal Contact (UCS), Interaction Server, and Classification Server.
Assisted in the completion of Business Objects installation and migration. The business was moved from a32 bit OS to a 64 bit OS for increased system capacity. BOE was upgraded from 3.1 SP3 to 3.1 SP5 along with Apache/Tomcat and Java upgrades to utilize the additional system capacity.
Performed numerous upgrades for all Genesys related application (SIP Server, URS, Stat Server, DBServer, Configuration Server, OCS, MCP, GVP, ICON, GIM etc.)
Investigated and resolved reporting issues related to Infomart. Such issues included, Not Ready states not correlating to Not Ready Reason Codes, ICON CFG data not matching the Configuration Database, and GIM ETL jobs not completing successfully due to failed transform/aggregation jobs.

Consultant

Confidential, Dallas, TX

Responsibilities:

I have worked with contact center clients and others on the telecom infrastructure team to understand business needs and translate them into contact center applications and functionality.
Performed Genesys application upgrades and installs, as necessary, to meet project deadlines and design requirements.
Provided architectural documents, deployment manuals, test case scenarios, and business presentations for all aspects of our Genesys enterprise.
Served on a team responsible for integration and post implementation support of Genesys CTI.
Utilized the Avaya Call Management System (CMS) to run varied types of agent skill and queue reports