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Technical Lead Resume

Secaucus, NJ

PROFILE:

  • Business Analysis, Design, & Management
  • Data, Report Analysis, & Statistics
  • Technology Enhancements & Process Improvement
  • QA Testing, including Web Services & APIs
  • Vendor Management
  • API Monitoring with Elasticsearch, cURL, & Kafka
  • Java Programming & SQL queries
  • IVR Administration & Troubleshooting
  • Documenting, Mentoring, & Compliance
  • Call Center & Customer Service Relations
  • Results oriented and dedicated IT professional with 17 years experience in all facets of IVR development 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:
  • Self-motivated and flexible, working independently and/or as a part of a team.
  • Excellent judgement, initiative, and resourcefulness.
  • Exceptional analytical, problem-solving, and creative thinking skills; detail and quality oriented.
  • Recognized by the Confidential IT upper management in 2010 for success in implementing IVR applications, improving customer experience and business performance.

PROFESSIONAL EXPERIENCE:

Confidential, Secaucus, NJ

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 production 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 IVR voice app: call flows, programming, alerting conditions, sound editing, and app settings.
  • Created back-end app: Java programming, SQL, JDBC, as400, integrated web services, and emailing.
  • Developed collaborative partnerships with business stakeholders, technical teams, and colleagues.
  • Tested: SQL queries, web services, sound, & app. Designed test cases to ensure proper app functionality.
  • 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:

  • Played a key role in implementing first IVR for the Confidential Contact Center in Missouri.
  • Built IVR voice app: call flows, programming, alerting conditions, sound editing, and app settings.
  • Created back-end app: programming, SQL, JDBC, as400, and emailing.
  • 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 Confidential in AZ.

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