SUMMARY:

• Delivering results and leveraging technologies to support business goals
• Results oriented and dedicated IT professional with 17 years experience in all facets of application 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.

CORE COMPETENCIES INCLUDE:

• 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

PERSONAL QUALITIES:

• 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.

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 - Application Development

Confidential

Responsibilities:

• Built IVR voice app: call flows, Java 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.
• 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 Confidential .
• Supported Contact Center in emergency situations. Maintaining strong relationship with Confidential .
• 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: Java 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
• Tested functionality of the online
• Reviewed functional requirements and specifications for the new online project.