Summary

An experienced Information Technology professional with 12 years of broad technology experience. Developed and maintained Integrated Voice Response IVR and web applications that supported customer requirements and provide value add to existing applications as well as were Payment Card Industry PCI compliant. IT professional that builds teams and collaborative partnerships that achieves technology and business process improvements. A customer - driven team member with demonstrated success of substantially improving service and the perception of Information Services. Knowledgeable, results focused and committed to quality.

PROFESSIONAL SUMMARY:

To obtain a career that utilizes my skills in the information technology industry, utilize the technical skills I have acquired to help a company reach its goals and become a productive member of a team that has set high standards and a high willingness to achieve. I have a great work ethic and willing to put in the necessary effort to deliver projects on time even if it means working overtime.

Summary of Skills:

Disciplined, Integrity, Leader, Strategic Perspective, Honest, Goal-oriented, Creative, Team Builder, with the ability to view automation from customer and business perspectives. Visual Basic, Microsoft Access, MS server 2003, Procom, FTP, Project Management, Software Development, C, C, Java, Object REXX, Cobol, HTML,XML, Voice XML, SQL, Websphere Voice Response WVR, Windows 2000 and 2003/ 2008 XP Windows 7, IBM DB2, VXML, Javascript, .Net, EventSetntry, Firewall Management, WinSCP, AS 400, VPN, AIX, NBX/PBX, WSUS, Lotus Notes, MS Outlook, DB2, Oracle, MS SQL, Wireshark, SSH, FTP, SFTP, MS Office Suite, Javascript, Help Desk, Customer Support, Software/Hardware Support, Custom Reports

Skills Summary:

• C 3 years
• C 3 years
• DB2 3 years
• Java/Javascript/JSP2 3 years
• Microsoft .Net 1 years
• Tivoli 2 years
• Tomcat 5years
• Visual Basic 5 years
• Visual Basic 5 years
• Websphere Application Server /HTTP Server 7 years
• Websphere Studio Application Developer 3 years
• Interactive Voice Response 7 years
• Websphere Voice Response 5 years
• Windows XP/2003/2008 10 years
• Networking / Firewalls/ VPN WAN/LAN 5 years

Professional Experience

Confidential

Application Designer/ IT Support Specialist

Technical Environment:

• Microsoft Office Suite Word, Access, Excel, Power Point Microsoft Win2000 Server/ XP,2003/2008,Windows 7 Professional OS/2, Windows NT, IBM DB2, Dialogic Software, IBM Direct Talk State Table
• Microsoft Visual Studio, Java, REXX, AIX, Windows Hardware and Software configuration, Lotus SmartSuite, Microsoft Office XP/2010, Tivoli, Websphere Voice Response, Networking, Outlook, Lotus Notes, Websphere Application Server, Oracle, Adobe Acrobat, VNC, RSM, Remote Desktop Rational Studio Developer, Eclipse, JBoss,3rd party API integration, Apache Tomcat, Imaging Software, GFI Languard, Antivirus/Malware removal, IBM Personal Communications, Wireshark, 3com Switch, PBX, DNS Server, SSL certificates,

Responsibilities:

• Performed extensive work in creating voice systems and web applications. Java, JavaScript, Web services, Object REXX and Voice XML
• Provide support to IBM Benefits Call Center. Level 1, Level 2 and Level 3 Technical support for Integrated Voice Response IVR Units that supported IBM enrollment programs. Dealt with all issues from hardware to software. Develop application and documentation using project life cycle. Develop and maintain databases DB2, Access, and Oracle .Allowed customers to enroll in benefit programs as well as supported call routing and supported help desk support. ACD group call routing. Responsible for managing call distribution to available agents. ACD group call distribution to IVR systems. Created and resolved customer trouble tickets using IBM ticketing system.
• Documented issues related to customer issues and resolution of those issues.
• Developed in Direct talk State Tables to provide access from the voice application to the call functions. This is the best way to build applications then move to prompts and segments.
• Created Timekeeping Application for RHA healthcare, allowed users to remotely log in and out of locations using IVR technology and provide FTP support for uploads and downloads of reports and provided support for online reports.
• Provide IVR and Web portal for 22 counties throughout North Carolina to accept online tax payments. Answered and resolved and documented problems regarding online payments.
• Develop web applications that allowed users to pay county taxes. and users can pay taxes using credit card or debit cards or check and system is updated in real-time utilizing 3270 AS400 sessions. Allowed customers to conveniently pay and renew tags without the hassle of traveling downtown. Interact with NC DMV system to remove blocks on vehicle registration in real-time.
• Deployed web applications using Tomcat and Websphere Application Servers. Deployed and configured Webpshere Software to support multiple configurations and SSL. Installed critical fix paks to Web Application Server and migrated to new versions of WAS as new versions were released.
• Web application based on Struts framework and Java Beans
• Verify code was implemented using SDLC verified input validation using javascript to prevent cross-site scripting and Sql injection in web applications
• Developed Korn Shell, AIX and Javascript to automate tasks.
• Verified automated tasks were performed and developed on AIX systems such as automatic FTP of daily reports
• Custom integration of customer API using C and C and creating custom dll's
• As an IBM business partner worked closely with Websphere/Lotus products downloaded and installed numerous IBM products. As a MSDN subscriber also work with Microsoft products.
• Automated system to provide critical patches and software updates to systems as needed.
• Create a directory dialer application using Voice XML that allowed users to speak the name of the person using voice recognition and be transferred to that persons extension
• Deploy NBX phone switch and routed extensions based on ANI and DNIS to various distribution groups. Vast knowledge of call transfer technology using NBX, PBX and IVRs.
• Vast knowledge of Adtran and telecommunications software and signaling protocols for IVRs
• AS 400 and mainframe application interaction with Java and Rexx sockets using VPN
• Deployed Astaro firewall to interact with customers Firewalls and maintain network and VPN tunnels with multiple networks. Supported LAN/WAN to allow secure data access between multiple networks. Verify WAN data access was encrypted. Segmented LAN to prevent overlapping with customers WAN. Maintained multiple tunnels with no interruptions.
• Maintain Level 1 PCI compliance for company. Team Lead on PCI on-site audit. Verified that all applications are within PCI standards, provided necessary documentation to support on-site audit.
• Provide support for county utility outage reporting whereas customers may report utility outages for service person to respond during and after business hours and provide alerting to utility department for automatic paging and response to critical problems and ticket database for resolution of problems. Worked on project to track outages and customer problems.
• Interact with DB2 and Oracle Databases to link applications to important customer information
• Connect WAN and LAN using VPN technology and network routing for applications.
• T1 Signaling protocols deployment and distribution of phone lines based on ANI/DNIS
• Help desk support for research and resolutions of problems in a timely manner.
• Built custom systems to support dialogic software.
• Install Windows and other necessary software based on system configuration standards and imaging software installations.
• Provide professional advice on necessary hardware and software purchases.
• Troubleshoot hardware issues and see they were resolved immediately.
• Verify application development was done according to the software development life cycle.
• Project management to ensure that applications were built according to customer needs and applications were deployed on go-live date.
• Application testing debugging throughout project life cycle, documented results of unit testing
• Strong knowledge of IVR technology and utilization of customer needs and input/output process through DTMF and voice input. Ability to direct caller to enter minimal input and validate input. Simplified system interaction through use of voice prompts and fast-path methods.
• System enchantments of application utilizing WVR State Tables and upgrade of systems to latest IVR programming languages.
• Interaction with 3270 mainframe systems to gather and update mainframe systems for scripts and screens
• Wrote response for RFPs to try to get potential customers to use our service.
• Team Lead on projects to ensure that project was done to completion.
• Responsible for training of employees on latest technology within environment through webinars.
• Infrastructure manager for mobile devices and remote access.
• Application Testing for applications during UAT phase, analyzed results and corrected any issues
• Strong communication skills to analyze and collect collaborative ideas
• Managed users using Microsoft Active Directory: add and deleted user accounts and managed password resets
• Deployed applications and user desktops in Windows XP, Windows 7, Windows 2003 and Windows 2008
• System Hardening on Windows 7 and Windows 2003 and Windows 2008 to ensure systems meet PCI requirements regarding security
• Create spreadsheets using Excel and wrote numerous word documents using MS Office.
• Created MS Access database for applications for creation of statistical reports based off database information.
• Installed Linux for application development and testing purposes.

Confidential

IT Technical Support

Provide phone based technical support to end users. Troubleshoot issues related to VPN, MS Office, Microsoft Outlook, MS Exchange and propriety software for FedEX. Use ServiceNow Ticketing system. Help end users with issues related to MS Exchange and mailbox problems. i.e archive email and DNS mail server names resolution. Reset user accounts using Active Directory and LDAP.

Confidential

Creation of an API Lifecycle Management LCM team that would be responsible for APIs from requirements analysis to defect resolution The API LCM team would consist of API SME's that would be dedicated to interact with IT on all API related matters. The team would also play the focal point role for all API related questions that may come from internal/external organizations such as: Service Operations, Service Management, Service Delivery, etc.

Key Roles and Responsibilities:

• Using programming language and technology, writes code, completes programming and documentation, and performs testing and debugging of applications. Analyzes debugs and modifies software enhancements and/or new products used in local, networked, or Internet-related computer programs. Interact with engineering and development to define system requirements and/or necessary modifications
• Report/track/escalate until resolution of AOTS/BMP/WFA defects on behalf M5 partners e.g. Service desk, developers

Act as he POC for the M5 service desk and Help them during IT outage calls to respond to technical questions