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Technical Lead Resume

Secaucus, NJ

PROFILE:

  • Results oriented and dedicated IT professional with 17 years experience in all facets of IVR development and project management for Confidential 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.
  • Business Analysis, Design, & Management
  • Data, Report Analysis, & Statistics
  • Technology Enhancements & Process Improvement
  • IVR Testing, test cases, documentation, & analysis
  • Vendor Management
  • API Monitoring with Elasticsearch, cURL, & Kafka
  • Java Programming & SQL queries
  • IVR Administration & Troubleshooting
  • Documenting, Mentoring, & Compliance
  • Call Center & Customer Service Relations
  • Self - motivated and flexible, working independently and/or as a part of a team.
  • Excellent judgment, initiative, and resourcefulness.
  • Exceptional analytical, problem-solving, and creative thinking skills; detail and quality oriented.

PROFESSIONAL EXPERIENCE:

Confidential, Secaucus, NJ

Technical Lead

Responsibilities:

  • Building tokenized APIs (RESTful & SOAP) with WSO2 API Manager and from Swaggers.
  • API testing with cURL, SOAPUI, and RESTClient; providing API documentation & assistance/support to the vendors.
  • API production monitoring with Kibana/Elasticsearch and Kafka; researching and rectifying issues.
  • Monitoring of Web Services and IBM WebSphere, plus handling and reporting issues.m

Technical Lead - IVR Developer & Tester

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 IVR: 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:

  • Built IVR voice app: call flows, Java programming, alerting conditions, sound editing, and app settings.
  • Created back-end app: programming, SQL, JDBC, as400, and emailing.
  • SQL queries, web services, sound, & app. Designed test cases to ensure proper app functionality.
  • 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 program and with Syntellect in AZ.

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