TECHNICAL SKILLS

• Languages: Java, J2EE, Javascript, VXML, WVR for AIX DirectTalk , AIX scripting,
• SQL, COBOL, CICS
• Software: Genesys CME, SCI, IRD, CCPulse , DMA , Rational Application Developer,
• Serena PVCS, CVS, HP PPM ITG , Service Manager, Sharepoint,
• Empirix Hammer CallMaster, SQLPlus, Golden32, Exceed on Demand, SMIT,
• Lotus Notes, Word, Excel, Visio, TSO/ISPF
• Database: Oracle 10g
• Platforms: Windows XP Professional, AIX, IBM Websphere, MVS/ESA
• Hardware: HP Laptop, RS6000, IBM Mainframe ES/9000

PROFESSIONAL EXPERIENCE

Programmer Analyst Consultant

Confidential

• Demonstrated excellent interpersonal skills and maintained solid relationships with co-workers and management while participating on a Project Team responsible for the analysis, redesign, development, testing, and successful implementation of multiple IVR Call Center applications using an open-source Java/VXML based solution. The new user friendly design increased customer containment rate by 4 .
• Integrated IVR applications into the existing Genesys /Avaya Call Center environment.
• Completed high quality project assignments on time and within budget while providing continuous support to Product Support members and Line of Business partners appropriately.
• Stored new code in PVCS and deployed it to IT, QV, Production Environments using the ITG migration tool.
• Researched and coordinated on-site vendor technical training for the Project Team members responsible for converting the IVR applications to Java/VXML using RAD7.
• Performed knowledge transfer sessions for the IVR Product Support Team to effectively transition changes and reduce the need to involve the Project Development Team when resolving issues.
• Collaborated with a DBA and expanded beyond comfort zone to create/ test SQL scripts and coordinate a multi-Team weekend implementation to partition a Production Oracle database table consisting of 135 million IVR call activity records a solution for a more efficient purge process.
• Spearheaded the creation of detailed technical deployment procedures for the IVR Project Team that allowed for successful production implementations within the Java/VXML environment.
• Configured the Java environment on the AIX IVR servers in the IT, QV and Production environments as well as developed multiple AIX scripts to simplify the Java restart process.
• Performed load tests periodically using Empirix Hammer CallMaster to confirm the servers and applications were capable of handling anticipated call volumes prior to Production implementations.
• Created/maintained IVR callflow documents using Visio placing an emphasis on thoroughness and accuracy.

Senior Programmer / Analyst

Confidential

• Served as Technical Lead of a Team responsible for the analysis, design, programming and successful integration of a Genesys CTI Routing/Reporting solution within an existing IBM DirectTalk IVR banking application that serviced 1.3 million customers per month and involved 3 major Call Centers.
• Developed and maintained 15 IBM DirectTalk IVR applications and exhibited excellent analytical skills while providing continuous 24/7 service to both external and internal clients.
• Partnered with Genesys CTI vendor to design, test and implement highly reusable Routing Strategies that were used in multiple Call Center applications.
• Served as AIX Administrator for 10 IBM DirectTalk IVR servers and 24 Genesys CTI servers developed and maintained AIX shell scripts that monitored and performed backups on the IVR/CTI applications/servers.
• Analyzed and implemented the necessary Genesys Routing changes to successfully move a Call Center to a new location using a carefully executed phased approach strategy resulting in a seamless move with no impact to the client.

Associate Computer Programmer / Analyst, Confidential

Supervised and mentored a Team of 4 application developers responsible for the analysis, design, programming, testing and successful implementation of a multi-million dollar mission critical call center application. This application provided a convenient delivery system for Unemployment Insurance services to external customers and a high quality work environment for internal customers.

Senior Computer Programmer / Analyst, Confidential

• Analyzed, designed, programmed, implemented and maintained two voice applications that were comprised of 50 IVR's dispersed throughout New York State and provided New York State residents and Out of State residents the ability to file an Unemployment Insurance claim using a telephone.
• Served as AIX/UNIX Administrator for 5 IBM DirectTalk RS/6000 IVR systems, 50 IVR systems and 5 minicomputers.
• Performed the analysis, design, implementation and maintenance of an Unemployment Insurance Appeal Board system that consisted of 5 minicomputers, 6 servers, 200 terminals and 40 printers.

TRAINING

• IBM Mastering Servlet and JSP Development
• with Rational Application Developer V7.0 8/10
• Batky Howell 11/08
• Object-Oriented Analysis and Design with the Unified Modeling Language,
• Custom Java Fundamentals
• IBM Websphere Voice Server VoiceXML Application Development 9/06
• Genesys University Training Genesys Telecommunications Laboratories 11/03, 04/04
• Genesys Framework Overview
• Genesys Framework 6.5 Installation Configuration
• Enterprise Routing Solution Installation Configuration
• Building Basic Routing Strategies
• Building Advanced Routing Strategies
• Routing and Reporting Installation and Configuration
• REFERENCES AVAILABLE UPON REQUEST