IT PROFILE:

Self - motivated, customer-focused software engineer with vast experience in IT. Skilled trouble shooter and problem solver able to meet or exceed project goals consistently. Expert-level skills in customer interaction, software development and testing.

PROFESSIONAL SKILLS:

Requirements development and documentationUNIX programming

Software design, development, and testingIBM mainframe programming

Systems AnalysisSystems Training

Pricing EstimationsSQL

MS Office (Word, Excel, PowerPoint, Access, Outlook)Avaya PBX (including CMS)

IVR Programming, including:SIP and VoIP applicationsVXML, CCVXML, JavaASAI, CTI, and Vesp DIP3270 and TN3270Database (Oracle, Postgres, MS Access, …)Fax, and

Multiple custom DIPs

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Rewrote, tested, and implemented three applications in Dialog Designer.
• Worked with Eclipse, Dialog Designer, and Java.

Confidential

Responsibilities:

• Working with Dialog Designer, Voice Portal, VXML and Java.
• Completed the project on time and within budget.
• Also completed an additional project to handle H&R Block’s eFile inquiries.

Confidential

Responsibilities:

• Supported and developed modifications to the H&R Block IVR applications which ran in a SIP environment.
• Trained two Block employees on Dialog Designer and Voice Portal.
• This three-month contract allowed for only a short learning curve.
• The design, development, testing and implementation of several releases during the three months required an intense work effort.
• The first of these releases brought the applications into IRS compliance with rule 7216.
• The second corrected some of the errors that were found after the vendor’s warrantee period had expired.
• The third changed the call flow to allow more callers to complete their requests without talking to a customer service representative, thereby saving H&R Block valuable resources.
• The last enhanced the functionality and flow of the script to make for more customer-focused applications.
• Assisted H&R in PBX variable definitions within vectors and vector definitions.

Confidential, Northbrook, Illinois

Responsibilities:

• Developed complete IVR systems adding Dialog Designer to the coding languages used.
• Wrote grammars for Nuance Text-to-speech applications.
• Worked with IBM Speech recognition and Text-to-Speech.
• Worked on database and 3270 interfaces.
• Met with customers to gather requirements, documented the requirements, coded, tested, and installed systems remotely and Confidential customer sites.
• Trained customers on system administration, and wrote user documentation. as the lead developer on most projects.
• Served as main customer point of contact Confidential for most projects.
• Obtained a 90%+ customer satisfaction rating.
• Brought several customers to Confidential from Avaya (Avaya had discontinued custom IVR development)
• Worked with the engineering and sales teams to develop price estimates presented in Statements of Work for software projects.
• Participated in the RFP process by documenting and articulating the technical functions and features of the projects involved.

Confidential, Florida

Responsibilities:

• Created a customer base, established methods and procedures and built a lab environment for the new SDO group.
• Learned PBX programming related to the IVR (vectors, VDNs, skills, defined stations, …)
• Tutored new SDO programmers in systems development, Script Builder, and the IBM 3270 interface.
• Met with customers to gather requirements, documented the requirements, coded, tested, and installed systems remotely and Confidential customer sites. Acted as lead on most projects.
• Trained customers on system administration, and wrote user documentation.
• Served as main customer point of contact Confidential Avaya for most projects. Obtained a 90%+ customer satisfaction rating.
• Worked on applications using speech recognition, Text-to-Speech, Database interfaces, 3270, CTI (ASAI), and multiple custom Data Interface Processes (DIPs).
• Confidential & Confidential NDOC Group, Maitland, Florida Nov 1988 - Oct 1991 MVS, UNIX
• Developed complete systems for Confidential & Confidential internal network automation (Netgraph, AutoGenHand, SAND), releasing several experienced system programmers for other projects.
• Coded mostly in IBM 370 Assembler Language.
• Acted as the lead developer on most projects.
• Teamed with other network groups to support various systems related to the Confidential internal network.
• Advised projects teams on technical issues and reviewed work for technical accuracy and adequacy.
• Trained new members of the group in technical areas including Confidential and IBM assembler language.
• Made technical recommendations on corporate communications.

Confidential, Orlando and Maitland, Florida

Responsibilities:

• Supported and maintained various network communications software packages (NJE, RJE, VTAM, BTAM, TCAM, Confidential ) for the new company.
• Oversaw the Confidential group throughout the many data-center expansions Confidential & Confidential IS.
• Installed systems on new mainframes, trained operations teams, and wrote run books for operators.
• Designed, coded, tested, and implemented new features, as needed, including a bisynchronous channel-to-channel interface for Confidential all during a time of tremendous growth in data center capacity Confidential the new company.