AREAS OF EXPERTISE:

• Pre - sales Requirements gathering and sizing
• Sales engineering/Vendor liaison
• Customer focused
• consulting
• boardroom and classroom presentations
• Project Management
• Team Building
• Technical trainer
• Microsoft Office suite
• Edify application development
• Speech recognition and CTI implementations Contract Management

PROFESSIONAL EXPERIENCE:

Confidential

Implementation Consultant

Responsibilities:

• Performed Quality Assurance testing for current release of Generation 1 product for enhancements to the code and upgrades for functionality.
• Consulted and developed modifications to new and existing scripts utilizing Contractlogix’s application package to deliver Contact Management Solutions for SMB clients.
• Provided Pre-sales design and estimates for additional scalable applications.
• Assisted in converting clients spreadsheets into application management screen design and paper documents into electronic format (OCR) and preparation of scripting for electronic signatures.

Confidential

Independent Consultant/Contractor

Responsibilities:

• Performed Quality Assurance testing for a large communication service provider utilizing both SQL and mainframe skills in a SOA environment.
• Consulted and developed modifications to existing scripts utilizing Edify’s application development toolset to upgrade and rectify errors and improve efficiency of the application.
• Produced a detailed logic description of an existing application in preparation of the migration to a new platform. Assisted in the migration and corrected errors on the new switch to correct some long term routing errors.
• Provided call center level consulting and Pre-sales design of new development projects including migrations to new platforms and upgrades. These sessions returned new maintenance contracts and extensions of consulting hours for professional services for the client and customers.

Confidential

Solution Architect

Responsibilities:

• Scoped professional services for IVR development in multiple technologies including SIP, TDM, IP, and T1 architectures. The input from the IVR and speech development was critical in winning the $1.2M contract for an International shipping corporation.
• Delivered IVR and Speech consulting data for Pre-Sales support for RFP’s, RFI’s, budgetary quotes, and Statements of Work, this provided timely reports to both the sales force and the customers.
• Provided technical requirements to the global sales team for multiple platforms for call center hardware and software quotes.

Confidential

Technical Accounts Manager

Responsibilities:

• Delivered software configurations and licensing requirements, hardware specifications, and professional services efforts for the Speech-attendant product and maintained the on premise systems for the customers (approx. 350 customers) .
• Provided full product life cycle consulting to enterprise customers 100,000+ employees, covering the financial verticals for East coast and New York regions. Installed and upgraded the customers systems without interruption of service or downtime.
• Managed Large Universities clients with directories of >60K staff or student populous.
• Developed and maintained complex scripting requirements for enterprise customers.

Confidential

Senior Systems/Sales Engineer/Solution Consultant

Responsibilities:

• Provided technical data for software configurations and licensing, hardware specifications, and professional services efforts for IVR, Speech and TTS solutions across several verticals. (Health care, government, utilities, and education) provided both on premise and hosted solutions for various platforms and Contact Centers.
• Delivered presentations to potential clients on recommended solutions, results were various contract wins, most noted was a $4.5M contract to build a bi-lingual self service application for a large health care provider.
• Investigated and documented the business requirements and generated Budgetary Proposals, Statements of Work, and Functional Specification Design Documents.
• Provided technical and engineering responses for RFP and RFQ’s with primary focus on IVR capabilities for multiple platforms (Edify, Genesys Voice Portal, Voice Genie, Nortel’s’ VPS and MPS). Acted as principle liaison between vendors’ sales engineers for software licensing and hardware quotes for traditional and VXML / web architected solutions.
• Project managed the IVR and Speech recognition development team including; application design and development, resource assessment and assignments, and budgetary issues i.e. travel, hours, and reports Successfully implemented the first VNIC developed Edify/Gensys CTI call center utilizing Nuance speech recognition, Genesys CTI and universal routing.
• Implemented multiple site systems using the Genesys framework and Edify’s DLL functionality to provide caller data to the call center desktop.
• Managed and acted as technical lead for a group of 12 software engineers with experience on several application development platforms. (Periphonics, Syntellect Aspect, and Edify). Subject Matter Expert for the Edify product line.

Confidential

Senior Systems Consultant/Technical Lead

Responsibilities:

• Project managed 6 application developers with GUI and database expertise to web enable customer service information (bank account balances, transfers, etc.). Technologies included Edify’s proprietary development tools and SQL, HTML, and JavaScript.
• Implemented self service banking applications utilizing Edify tools and several third party vendor API’s and DLL’s for real time solutions for display on secure web server/browsers and IVR solutions.
• Provided architecture design and integrated the company’s secure lab. This enabled remote configuration and testing of client applications before integration and load testing on site.
• Utilized MS Project to ensure several projects were brought in on time and within budget. Normally managed 2 to 3 client projects concurrently.
• Supported and participated in sales/marketing presentations at the client site.
• Gathered project/system requirements from clients and contributed technical specifications portion to client proposals.

Confidential

Systems Consultant

Responsibilities:

• One of two selected employees hired to create and develop a migration team consisting of Project Managers, Consultants, and Programmer /Analysts for the company's conversion from an OS/2 platform to a Windows NT platform.
• Reporting to the Regional Director, interviewed and made recommendations for the hiring of programmers and technical contractors for the Eastern Region Group.
• Managed the delivery of the first successful migration from OS2 to Windows NT.
• Performed similar tasks for projects including converting an existing IVR open enrollment, for a university registrar office from OS/2 to NT and recreating similar functions on their existing web server. This included creating HTML pages from their design specifications and implementing their DEC VAX legacy system to display class and enrollment status. Also added a credit card validation application using Protobase software from Southern Datacom to enable course payment transactions.

Confidential

Technical Trainer

Responsibilities:

• Developed and delivered employee and client oriented curriculum for Electronic Workforce products, as well as all the new banking and Human Resources application products
• Instructed the Advanced Concepts (application development) course along with the Web and Terminal Emulation courses.
• Delivered training of Windows NT for server and Workstation Administration.
• Educated in telephone protocols, networking systems, experience writing HTML and JavaScript. Operating systems knowledge included Windows, OS2 Warp and DOS.
• Received Manager's review after six months, was scored as 'exceeds expectations' in all categories.