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Solutions-focused professional with broad scope of leadership experience eager to contribute proven project management and technical expertise toward maximizing a progressive company s productivity.
Profile of Qualifications
Integral leader who offers experience in large-scale technical systems optimization, including establishing and documenting forward-thinking processes, policies, and procedures to achieve continued productivity.
Top performer who demonstrates ability to research and analyze strategic resolutions to wide-ranging product-related technical and operational issues which is instrumental in boosting company success.
Ambitious self-starter who plans, prioritizes, and completes multiple tasks within deadline-driven situations, along with providing high-quality technical support to ensure prompt response to queries and core issues.
Excellent communicator who seamlessly interfaces among senior leaders, technical peers, and internal / external customers, including delivering technical issues presentations and drafting detailed reports.
Capitalized on the opportunity to design and implement intake and governance processes to prioritize and manage projects for Telecommunications, IVR, Business Applications, BI / Data Warehouse, Network and Systems teams, including motivating teams to produce quality work while providing guidance and structure.
Influenced senior-level management on decisions, and ensured stakeholders were engaged in projects.
Collaborated with cross-functional teams to facilitate transparency regarding planning, forecasting, and delivery processes, and continually contributed sustainable value by improving core project efficiencies.
Maximized resource allocation by implementing valuable resource management per resource availability, priority, complexity, and resource capability, and further applied project management methodologies to manage scope, coordinate resource deployment, mitigate risk, and resolve issues.
Identified and established methodologies to minimize variance between estimates and project outcomes.
Exhibited talent in interfacing among senior leaders, technical peers, and internal / external customers.
Established best practices processes and procedures, along with analyzing critical infrastructures and implementing solutions to achieve strategic alignment with technical and organizational objectives.
Led issues resolution in compliance with Service Level Agreements (SLAs), including escalating unresolved issues and working with engineering and network / platform operations to resolve conflicts.
Designed and developed support for Prophecy IVR / Voice Application using VXML, CCXML, SIP technology, Nuance / Loquendo ASR and TTS, and custom grammars to meet and / or exceed objectives.
Effectively delivered high-quality customer experience for revenue-generating accounts by providing comprehensive requirements gathering and analysis, project planning, and account management support.
Interacted with clients to identify opportunities to expand business relations and grow lucrative accounts.
Utilized broad scope of industry knowledge toward providing technical analysis and support for telecommunications, IVR, and CRM to enhance and upgrade existing and / or new applications.
Expertly installed, tested, and provided critical systems integration skills for vendor software changes.
Provided 24 / 7 on-call production support, administration, and maintenance of existing applications (e.g. Aspect CSS, Kana, Call Miner, AQM, Datamart) to resolve software, hardware, or environmental issues.
Created technical documents for new / existing applications and translated technical specs for teams.
Developed Voice Applications using Avaya Dialog Designer and Voice Portal, Nuance Dialog Modules, Localization Bundles, and Grammars, and delivered maintainable code to maximize software efficiency.
Led technical analysis, design, development, testing, and integration to support 3rd party vendor telephony systems encompassing Avaya, Aspect, and Nuance.
Professional Synopsis (continued)
Contributed sharp technical skills instrumental in providing custom software-based installation, integration, and troubleshooting to maintain seamless operational processes at all times.
Applied strong interpersonal skills to interact with customers and assess complex client-specific technical requirements to effectively meet unique expectations, along with optimizing database development efforts by proficiently utilizing SQL and Oracle forms and reports.
Instrumental in the design, development, coding, testing, and debugging of custom software.
Demonstrated extensive knowledge in C / C++ programming languages and UNIX operating systems to promptly resolve software defects for wide-ranging warranty group projects.
Utilized solid research and evaluation techniques to create and maintain accurate technical documentation for newly designed and modified software.
Effectively facilitated database development and design efforts employing Oracle and Microsoft SQL Server to support the efficient creation and maintenance of web-based software.
Successfully installed, configured, and implemented IBM Rational software for multiple teams to include ClearCase, ClearQuest, Rational Rose, and RequisitePro, along with developing and delivering comprehensive training seminars / presentations to technical and management personnel.
Contributed strong policy / procedure administration abilities toward establishing objectives for the software development life cycle, as well as creating requirements for traceability management, configuration control, and defect / change tracking for multiple project teams.
Demonstrated IT proficiencies in performing on-site and remote systems installation, integration, and technical support, including actively participating in the planning, design, implementation, and documentation of various platforms and systems (UNIX, Sun Solaris, Windows Servers / Applications).
Supported engineering efforts by resolving network and connectivity issues, as well as developing, maintaining, and monitoring overall procedures for systems backup / recovery.
Optimized operational efficiency by performing daily maintenance, systems updates, software upgrades, and routine hardware configuration.
Education, Certifications & Technical Summary
Master of Science in Computer Science
Six Sigma Green Belt
Project Management Professional (PMP)
Cisco Certified Network Associate (CCNA)
Microsoft Certified Systems Engineer (MCSE)
Avaya Platforms Nuance Platforms Aspect Platforms Oracle DBA
Red Hat Linux Trusted Certificates LDAP Networking / TCP / IP IVR
CRM Systems LAN / WAN Environments OS Integration DNS IP Routing
SQL MySQL Access C# .NET Java Python PHP ASP WCF SOAP XML
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